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Background: Installers quoting EverBright products must have valid insurance policies on file with EverBright specifically named as additionally insured. If the policy has expired, they will be blocked from executing deals.

Effective October 21, 2024, the responsibility for notifying installers of expiring or expired insurance policies has transitioned to the Sales & Account Management teams. The Support Team will no longer be involved in reaching out to customers regarding insurance updates.

New Process Overview

  • Sales & Account Managers (AMs) are now responsible for notifying installers about expiring or expired insurance policies.

  • Support will no longer be responsible for notifying customers of expiring insurance.

If

Then

Request received from chat, phone

  • The installer reaches out to support about their expiring insurance

  • Advise the customer to email the COI to support@goeverbright.com

Request received via email

  • The installer/organization admin reaches out to support about their expiring insurance

  • Follow the steps below: How to process Certificate of Insurance (COI) Updates

How to process Certificate of Insurance (COI) Updates:

Step

Action

Reference

1

Check the document attached to the email for correctness

  • First check - Does the named insured match the organization’s legal entity name

They may operate under a different name - make sure their legal name is on the policy - i.e. Western Valley Development dba Radius Energy; if in doubt, check Salesforce

  • Is EverBright listed as an additional insured on their General Liability and Auto Insurance (not needed on workers comp insurance)?

  • Everbright is required to be listed as the certificate holder for all customers that offer EverBright TPO (third-party operator) products: EverFixed and EverFlex

  • RIC-only customers do not require EverBright as a certificate holder

  • TPO and RIC customers require Everbright as a certificate holder

  • Information can be found in the MISA Type Executed field in Salesforce

  • Check-in Settings under Finance products (EverFixed, EverFlex)

  • Is the policy limits within our requirements? ( Installers may hold limits above the below ranges)

  • General Liability - $1,000,000 per occurrence; $2,000,000 aggregate

  • Auto - $1,000,000 Combined Single Limit

  • Workers' Compensation - $1,000,000

  • Non-owned Auto - $1,000,000 (If an installer claims to not have autos then a Non- Owned Auto Policy can be provided)

  • Did they include all the policy types noted on the original ticket - i.e. Auto AND General Liability if both are about to expire

Their accord/COI lists the basic information listed above. However, many organizations use various insurance brokers and can/do send in multiple documents.

2

  • Create a case in Salesforce:

  • Upload the insurance document to the existing Case under the related tab

  • Relate the email as follows:

    • Name: Organization

    • Relates To: Case

If a customer indicates that they are exempt from Worker’s Compensation (by their state), reply that EverBright requires a state-issued document showing that the organization is exempt from Worker’s Compensation.

Create a case assignment for Risk on the existing case and request a review of the documents once received.

If the “Description Section” section has any additional information that may conflict with current policies or expectations, then please reach out.

  • If any of the above information is missing, tag Malcolm Cardone Spence in the case feed for next steps.

  • If the phone number is missing, google the main number for the insurance company rather than asking the customer for it.

3

  • Once you’ve determined that the insurance documents are sufficient and complete, create a CS ticket to send to configuration.

  • Mark it as a “Task”

  • Enter the component (org name),

  • Epic: EverBright

  • Assign based on workload (add link to dashboard)

4

  • Copy the link to the CS ticket and paste it in the Case Feed

5

  • When configuration is complete, send an email with the following note to the customer

  • Use the ‘Insurance Updated’ quick reply in CXone

6

  • Close the case as resolved

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