Death/Deceased Homeowner

1

• How was the notification received?

• Inbound Call/Email

• Proceed to Step 2

• Account Servicing

• Follow table for Request from Account Servicing and Stop

2

Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

• M3 has been approved

• Follow process for Transferring calls to Account Servicing and Stop

• M2 with system photos uploaded

• Proceed to Step 3

• M2 with no system photos uploaded

• Follow SOP for Cancellation Request Process and Stop

3

1. Gather the following information:

   1. Requestor’s first and last name

   2. First and last name of homeowner

   3. Property job address

   4. Relationship to the homeowner

   5. Email address

   6. Phone number

2. Instruct the caller/requestor that they will be receiving an email after the call. Ask them to reply to the email and attach a copy of the death certificate and executorship, or estate documents.

• Is all the required information/supporting documentation above available?

  • If yes, proceed to Step 4

  • If no, Stop

4

• Create a case in Salesforce:

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

    • Primary Reason: System Transfer/UCC terminations

    • Secondary Reason: Death Pre-PTO

  • Case Description:

    • Date of death

    • Attach supporting documentation provided by requestor

• Update the special account condition on the account level to “deceased”

5

• Did the caller/requestor advise/inquire they want to take over/responsibility of the solar system for the deceased homeowner?

IF:

THEN:

• Yes; caller/requestor wants to take over/responsibility

• Create a case assignment to Nehemiah @ EverBright based on the product type:

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case-assignment---per-SOP

    • PPA deceased transfer

    • RIC deceased transfer

• Close the case ticket when case assignment has been completed and Stop

• No; caller/requestor DOESN’T want to take over/responsibility

• Generate a Case Assignment for Customer Support Resolution Specialist

  • Referral Reason

    • Other

  • Referral Comments - Post Install Cancellation Request, Deceased homeowner 

  • Assign Case to the Back Office Queue and tag a Lead Resolution within the Feed Field

1

• Create a case in Salesforce:

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

    • Primary Reason: System Transfer/UCC terminations

    • Secondary Reason: Death Post-PTO

  • Case Description:

    • Date of death

    • How was Account Servicing asked to proceed

    • Attach supporting documentation attachments provided by Account Servicing

• Update the special account condition on the account level to “deceased”

2

• How is Account Servicing requesting to proceed:

IF:

THEN:

• Transfer assumption to a new person

• Create a case assignment to Nehemiah @ EverBright based on the product type:

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case-assignment---per-SOP

    • PPA deceased transfer

    • RIC deceased transfer

• Close the case ticket when case assignment has been completed and Stop

• Charged off and send for probate

• Default

• Reply to Account Servicing with the following:

Hello,

Thank you for the documents attached. Our records have been updated. Please allow the account to default.

Regards,

[Agent Name]

• Close the case ticket and Stop

1

• Remember, if the caller has not received prior authorization by the liable party to
  receive account information, ensure no account specific information is provided.

2

• Request the caller to send in a copy of the Death Certificate via mail or fax.

  • Mail to correspondence address:
    PO BOX 91910 Sioux Falls, SD 57109

  • Fax 605-305-3185

  • If the caller is an authorized user or another liable party, they can send the
    document via portal message.

3

• If the caller has Executor of Estate Documents:

  • Request the caller to send in a copy of the Executor of Estate Documents via mail or
    fax.

  • Executor of Estate documentation acts as a Waiver for the party to receive
    information about an account and make changes.