New York Drop Notices & Re‑Contracting Process

Team,

This is an important update regarding drop notices for customers in New York.

Effective immediately, the QR codes included on NY drop notices will no longer link customers to an online enrollment form. Instead, customers are now being instructed to contact Customer Service directly to complete their re‑contracting.

Why This Change Matters

By having customers call in, we can:

• Provide the most current and accurate rate offer

• Ensure the customer receives the correct plan based on their utility and eligibility

• Reduce errors from outdated or incorrect online forms

Agent Expectations

When handling these calls:

• Review the customer’s account and confirm drop‑notice status

• Present the current approved rate for their utility

• Complete the re‑contracting process in the system

• Document the call and disposition accurately

Credit for Completed Submissions

Each agent will receive full credit for any re‑contracting submission completed as a result of these calls. Please ensure all enrollments are processed correctly so credit is applied without delay.

If you have any questions or need clarification on the updated workflow, please reach out to your supervisor.

Thank you for your attention and continued commitment to accuracy and customer support.