Death/Deceased Homeowner

Background: Support receives a call or email notifying EverBright of a homeowner’s death.

• Navigate to the homeowner’s account on Engine.

  • If the glass has NOT been placed on the roof, the job can be canceled.

Add all deaths to this spreadsheet Transfers Tracker.xlsx with as much information as possible.

Inbound Calls/Emails

1. Gather the following information:

   1. Requestor’s First and Last Name

   2. Relationship to the homeowner

   3. Email Address

   4. Phone Number

2. Take down the homeowner’s details:

   1. First and Last Name

   2. Property Job Address.

3. Instruct the caller 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 docs.

4. Create a Jira Ticket in Homeowner Support (EBH) with the following fields:

5. Ticket naming convention: [Homeowner Name] Notification

6. Description: Job Address

7. Assignee: Enter Your Name

8. Reporter: The caller’s Email

9. Request Type: Account Management

10. Support Channels: Phone/Email

11. Write a Note to the Caller:

Hello,

Thank you for contacting EverBright Support. Please reply to this email with a copy of the death certificate and executorship, or estate documents.

Regards,

STEP 5. Email Cassie and Alexis.simmons@goeverbright.com with ticket details along with the attachments. Provide a link to the ticket.

STEP 6. Create a linked ticket and transfer them to Account Servicing once the documentation has been received.

• Ticket naming convention: - [Homeowner Name] Notification

• Description: Job Address

• Assignee: Enter Your Name

• Reporter: Account Servicing

• Request Type: Account Management

• Support Channels: Email

• Write a Note to Account Servicing

Hello,

Please see the attached “Death certificate and executorship, or estate documents” documentation for [Owner Name] and [Job Address]. Please proceed accordingly.

Regards,

STEP 7. Reply back to Homeowner Death - [Homeowner Name] ticket:

Hello,

We have received the documentation and have forwarded it to Account Servicing. They will reach out with the next steps.

Regards,

STEP 8. Close both linked tickets.

Tickets from Account Servicing

When receiving a notification from Account Servicing in regard to a homeowner’s death. Update the ticket as follows:

• Description: Job Address

• Assignee: Enter Your Name

• Request Type: Account Management

• Support Channels: Email

Reply back to Account Servicing:

A. If the death certificate and executorship, or estate documents are attached, then,

Hello,

Thank you for the documents attached. Please let us know if there is anything needed on our end, in the meantime, I will go ahead and close out this ticket.

Regards,

[Agent Name]

Close Ticket.

B. If the death certificate and executorship, or estate documents are not attached, then,

Hello,

Thank you for keeping us updated. We will go ahead and notate the account. Please let us know if the reporter will be sending you a copy of the death certificate and executorship or estate documents.

Regards,

[Agent’s Name]

1. IF YES, close the ticket. Account Servicing will provide us with a copy once received.

2. IF NO, then proceed with Outreach SOP.

Search existing Jira tickets for any other forms of communication. The expectation is to attempt to reach out to a family member that may be able to provide us with a copy of the death certificate and executorship or estate documents. You may want to check the obituary for the city, county, and state and notate it as an internal comment attaching the link of your findings.

If the outreach attempt was successful, then provide Account Servicing with the document and close the tickets.

If the outreach attempt was not successful, then reply back to Account Servicing:

Hello,

We attempted to obtain the death certificate and executorship or estate documents but were unable to acquire the necessary documents. Should we receive any documentation on our end, we will forward it to you.

Regards,

[Agent’s Name].

Close both tickets.

Pre M2 Approval

If support receives notice that a homeowner has passed away and they are pre-M2 approval, the agent should request proof of death such as a death certificate, etc.

Once proof of death has been received, the agent will create a DP ticket with the homeowner’s first and last name, property address, and the proof of death. DP will review and cancel the job.

Pre M3 Approval

If M3 has NOT been approved, send an email to Alexis.simmons@goeverbright.com. The Risk Team will determine if the job can be canceled, the account can be disposed, and if the UCC can be terminated.