How to Handle Solar System Damage Claims

Handled By: Homeowner-trained Support Agents

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

Background: As of January 7, 2025, southern California experienced multiple wildfires.
From revenue protection: Anyone who calls into Launch in one of the affected areas (California Wildfire) will automatically fall under the approved disaster postponement policy, which provides a three-month pause on billing. Launch agents can approve these without any input from EB. Escalated cases requesting postponement beyond the three-month timeframe will be extended as needed. Regarding homeowners calling in for an additional extension beyond the 3-month pause: EB homeowner support agents should create a case with a case assignment to revenue protection.

Claims can come from Service Department(Omnidian)
Claims can come from Billing Department (Launch)
Claims can come from HO
Claims can come from Installer

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: Were some or all the system panels damaged? Is the solar system operational/semi-operational/non-operational? If available, photos of the damage. Is the solar system insured? If so, collect insurance details. Was a formal claim or report filed of the event with the homeowner’s insurer, fire department, or other public or government entities? 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			Upload supporting documents into the Related Files Tab on the Account If Fire related, mark account “Thermal Event” under Special Account Conditions. 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. Refer homeowner to Billing Department (Launch).
	PPA			Upload supporting documents into the Related Files Tab on the Account Create Case Primary Reason - O&M Escalations Create a Case Assignment O&M Team Referral reason - Thermal Event If Fire related, mark account “Thermal Event” under Special Account Conditions. If referred by Installer, Billing (Launch), or Homeowner, then Refer the homeowner to Service Department (Omnidian) for visibility. Stop Note: If the homeowner expresses hardship with making payments as a result of the unforeseen event, refer homeowner to Billing Department (Launch).