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Handled By: Homeowner-trained Support Agents

Background: There may be instances when a homeowner will claim there was damage conducted to their solar system.

STEP

ACTION

1

  • Review the matrix below to determine the next steps.

IF:

CAUSE OF DAMAGE:

THEN:

Solar System

  • Catastrophic Event (Fire, etc.)

  • Natural Event (Tornado, Hurricane, etc.)

  • Express deep condolences for the misfortune

  • Attempt to gather as many details as possible regarding the state of their solar system:

  1. Were some or all the system panels damaged?

  2. Is the solar system operational/semi-operational/non-operational?

  3. If available, photos of the damage.

  4. Is the solar system insured? If so, collect insurance details.

  5. Was a formal claim or report filed of the event with the homeowner’s insurer? If so, attempt to gather a copy of the report.

  • Go to Step 2

2

  • Review the matrix below on the next steps to take based on the customer’s product group type.

IF:

THEN:

RIC

  • Create a linked EBH ticket:

    • Reporter: Alexandru Bodea

    • Request Participants: Cassandra Mercado, Sabin Abad

    • Share the details collected.

  • Stop

Note:

  • If the homeowner expresses hardship with making payments as a result of the unforeseen event, attempt to confirm if the homeowner anticipates or has made arrangements to make repairs and collect documentation that states an estimated repair timeframe. This can be relayed in the ticket to Alexandru Bodea for internal consideration.

PPA

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