Transition to Launch Servicing

Background: Homeowners will begin to receive ‘goodbye letters’ from Account Servicing. EverBright will be transitioning to Launch, the new billing service provider effective May 6th.

The transition day to Launch has changed from 05/01/2024 to 05/06/2024. The homeowner portal, IVR, and Account Servicing agent scripting have/will be updated. The following scripting is available:

“EverBright’s transition to a new customer account service provider is still in process and will be completed by May 6. Please watch for an email and/or letter from EverBright with your new account registration information that you can use to set up your online account. You will be able to access the new portal on May 6. Your patience is appreciated as we complete this transition.”

Important: It is important that you DO NOT mention Great America. You should only state that EverBright is transitioning to a 3^rd party vendor.

Homeowners will receive a goodbye letter as an insert in their April bill. This letter will notify the homeowner that their account will be transitioned to Launch Servicing, LLC. The letter states:

Dear Homeowner,

At EverBright, we are dedicated to delivering exceptional customer service and are constantly seeking innovative ways to elevate your experience. With that aim in mind, we are excited to inform you that your account servicing will be transitioned to Launch Servicing, LLC, our new billing service provider, effective May 1, 2024.

Launch’s account portal has a user-friendly interface and includes messaging capabilities to make it easier for you to get assistance. Additionally, representatives can support you in both English and Spanish.

To access your account after May 1, you will need to register on the new account portal. Please be on the lookout after May 1 for an email from EverBright (which will also be sent via regular mail) with further details on the registration process as well as a new account number that you will need to provide during registration. A new mailing address will also be included for where to remit your monthly payment.

Access to the current billing portal will no longer be available after 5:00 p.m. CT on April 30, 2024. If your account is set up for automatic recurring ACH payments, they will continue on the same previously established schedule. However, any one-time payments set up through the current portal will not roll over and checks sent via mail to the current billing address will only be forwarded to the new servicer for 90 days from the date of the transfer.

If you have any questions, please contact EverBright Homeowner Support at (833) 830-0475 or support@myeverbright.com. Remember to watch for the communication with account registration details coming after May 1.

Stay sunny,

EverBright

If an agent receives an interaction regarding the transition to Launch:

EverBright is currently transitioning to a 3^rd party vendor. Your account will transition effective May 6th. This transition will improve our homeowner’s billing experience. Rest assured that you will receive additional information before your account transitions. Is there anything else I may assist you with?

If an agent receives an interaction regarding the transition to Launch being delayed:

EverBright’s transition to a new customer account service provider is still in process and will be completed by May 6. Please watch for an email and/or letter from EverBright with your new account registration information that you can use to set up your online account. You will be able to access the new portal on May 6. Your patience is appreciated as we complete this transition.

FAQs

Question	Answer

Question	Answer
I didn’t realize you were using a third party to service my billing. Why are you transitioning to a new account servicer?	We are constantly trying to improve our homeowner experience. This transition will provide you with a visually appealing and more user-friendly interface. For our Spanish speakers, Launch offers more enhanced customer support in Spanish. They also provide a new amortization tool for our EverOwn homeowners to illustrate the additional savings from making extra payments.
When does this go into effect?	Your account service will transition to Launch Servicing effective May 6, 2024. Access to the current billing portal will end at 5pm CT May 3rd. After May 6th, you must register on Launch’s new billing portal using a new account number. Be on the lookout for an email and letter sent after May 6th from EverBright with your new account number and registration instructions.
What happens if I’ve sent a check just prior to the close of the former billing portal?	Checks mailed to the current billing address will be forwarded to the new servicer for 90 days.
What do I need to do if I’m on autopay with ACH?	Automatic recurring ACH payments will continue to process on the due date without any further action on your part.
What do I need to do if I make one-time online payments or pay by check?	If you are not currently set up for Auto Pay (ACH) and you pay by check or through your financial institution’s bill pay service, you will need to update your payment information with the new billing address which will be included in the email and letter from EverBright sent after May 6.