How to Handle Payment Deferment Calls

PURPOSE: Homeowners may experience hardship on which they may ask for payment deferment.

Payment deferment inquiries that fall under the categories below will require approval from a Customer Support Manager.

Hardship Circumstances

1. Natural disasters

2. Housefire

3. Plagues

4. Extended Installation Timelines 

If a homeowner is requesting a payment deferment up to 3 months, tag a resolution specialist using Resolution (@Nehemiah @ EverBright @Berenice Peralta @Eric Suarez)

Please notate all permanent information and reason for deferment from the homeowner, provide it to the resolution specialist, and reply to the customer:

Thank you for the information. We have notated your concerns and will review them accordingly. We will contact you as soon as possible.

The resolution specialist will:

• Add the homeowner to the escalated comms spreadsheet.

• Tag @Cassandra Mercado or @Sabin Abad (Unlicensed) for further review.

• If approved by the supervisor, the resolution specialist should tag Risk Management @Alexis Simmons

• Risk Management will respond, if approved or denied.

If approved, the agent should reply:

Hello (homeowner name),

The review of your payment deferment request has been completed and approved. You will receive a one-time payment deferment.

Thank you.

If not approved, the agent should reply:

Hello (homeowner name),

The review of your payment deferment request has been completed, and we regret to inform you that your request has not been approved. We apologize for any inconvenience this may have caused.

If a homeowner is requesting a payment deferment for more than 3 months, the request cannot be approved.

The agent should reply:

Hello (customer name),

We have notated your concerns and request for payment deferment. Unfortunately, we are unable to approve your request.