Eberl Docs

# SECTION 12: Assignment Handling & Communication Protocols

assignment-communication

# 1. Assignment Delays & Rescheduling (1099 Inspectors)

# Purpose :

This SOP sets expectations for how contractors handle reschedules, delays, and unforeseen circumstances during CAT assignments. The goal is to ensure insureds receive timely communication and assignments are completed to standard.

# Assignment Delays & Rescheduling

  • Unforeseen Circumstances
    Situations such as severe weather, technical issues, vehicle problems, illness, or family emergencies may impact a contractor's ability to complete an assignment as planned.

    • Communication Requirement

      • Contractors are expected to:
      • Immediately contact the insured if an appointment must be delayed, rescheduled, or cannot be completed at the scheduled time.
      • Notify the OC/OM (or weekend support) through the Pilot App and/or designated channel with the reason for the delay and updated status of the assignment.

  • Rescheduling
    If an assignment needs to be rescheduled, the contractor should coordinate directly with the insured for a new time and update the job status within the PilotApp.

  • Late Arrivals
    If a contractor anticipates being late, the insured must be contacted prior to the scheduled time and provided with an updated ETA.

# Assignment Eligibility & Network Participation

  • Assignments are issued with the expectation that contractors communicate promptly when delays occur.
  • Failure to communicate with both the insured and OC/OM may result in the assignment being reassigned.
  • Contractors who repeatedly fail to communicate may be deemed ineligible for future assignments within the e360 Pilot Network.

# 2. Reworks

# Purpose

To outline expectations for independent contractor inspectors when a rework assignment is issued. These guidelines ensure rework tasks are handled professionally and completed within the expected timeframe.

# Scope

Applies to all rework assignments generated through Eberl and assigned to inspectors.

# Inspector Responsibilities

  • Acknowledge Revork Notifications Respond to rework notifications in a timely manner to remain eligible for assignments.

  • Provide Supporting Images If missing images from the original inspection were already captured, upload them immediately to close the assignment.

  • Scheduling & Completion

    • Make an attempt to contact the insured within 24 hours of receiving a rework notification.
    • Schedule the re-inspection within 48 hours of notification.
    • Target completion of the rework within 72 hours of notification, subject to insured availability, weather, or FAA authorizations.
    • If unable to meet these expectations, update the job status in the IO system so the rework can be reassigned.

  • Uploading Rework Images Upload all rework images within 24 hours of completing the rework inspection.

  • Communication of Issues If delays, safety concerns, or technical issues arise, note them promptly in the IO system and communicate to ensure proper documentation.

# Documentation

All communications, scheduling attempts, and proof of completion should be entered into the IO system under the assigned job.

# 3. Denied on Site Protocol

# Purpose:

This SOP outlines the steps to be taken when an on-site inspection is declined by the insured or Point of Contact (POC), ensuring proper documentation, communication, and resolution.

# Action:

If the pilot is declined access on-site by the insured or POC, the pilot should:

Update the project notes in the feedback section with detailed information about the denial.
Upload an image verifying the address (e.g., a photo of the property or address sign) to the project.
Notify the Operations Coordinator (OC) or Operations Manager (OM) as soon as possible about the denial.

# Confirmation and Review by OC/OM:

Confirm the denial with the pilot.
Review the notes and uploaded address verification image to ensure they accurately reflect what occurred on-site.
Ensure that the documentation supports the reason for denial.

# Communication to Claim Director:

The OC/OM will tag the Claim Director about the denied on-site inspection.
Provide a summary of the situation, including notes and the uploaded address verification image.

# Rescheduling Process (if applicable):

If the inspection can be rescheduled:
The OC should reach out promptly to the insured/POC and the pilot to arrange a new date and time.
Update the project notes with details of the reschedule.
Add the base inspection fee for the originally assigned inspection to the project.
Include the additional pay for the pilot to return and complete the inspection.

# No Reschedule Scenario:

If the project cannot be rescheduled:
The OM should tag and notify the Director and VP of Operations about the denied on-site inspection.
The Claim Director will adjust the pay for the pilot during the invoice review process.

# Documentation and Record-Keeping:

Ensure all notes, images, and communications are properly documented in the project file.
Maintain transparency and accuracy to support any future audits or reviews.

# Note:

All actions should be performed promptly to maintain workflow efficiency and ensure clear communication among all parties involved.

# 4. Roof Inspection with Tarp in Place

Scope:
Applicable to inspectors when a tarp is on the roof.

# On-Site Inspection Procedures:

  • Pilot:
    Upon arrival, visually assess the roof from a safe vantage point.
    Identify the presence of a tarp covering any part of the roof.

  • Inquiry with the Insured/Point of Contact (POC):
    Politely approach the insured or designated POC.
    Ask: "Have you arranged for the removal of the tarp to enable clear imaging of the roof?"

  • If the insured/POC has arranged for removal:
    Confirm the tarp has been removed.
    Proceed with the inspection once the tarp is removed or when safe access is available.

  • If the insured/POC declines or has not arranged removal:
    Document their response clearly in your feedback notes.
    Proceed with the inspection with the tarp in place, noting any limitations this may impose.
    If the insured/POC states they have photos of the Area(s) of interest under the tarp, ask them to contact their Desk Adjuster to obtain direction on how to provide the images to the carrier.

# Safety and Conduct Guidelines:

Do not ask the insured/POC to climb onto the roof.
The pilot should not attempt to remove or disturb the tarp.
The pilot should maintain a safe distance and follow all safety protocols during the inspection.

# Documentation and Feedback:

The pilot should take clear photographs of the roof, including the tarp and any visible Area(s) of interest or features.
The following information should be included in the pilot's feedback:
Presence and condition of the tarp.
Any damage or anomalies visible through or around the tarp.
The insured/POC's response regarding tarp removal.
Any limitations or considerations due to the tarp's presence.

Note: Always prioritize safety and respectful communication. The presence of a tarp may limit visibility but does not preclude a thorough inspection within safety guidelines.

# 5. Submission of Additional Payment Requests for Drone Inspections

# Purpose:

This SOP outlines the process for drone pilots to request additional payment for assigned inspections, including the necessary documentation and timelines.

# Scope:

Applicable to all drone pilots conducting inspections who seek additional compensation beyond the initial assignment.

# Submitting the Request:

Complete the Pay Adjustment Request Form (opens new window). Provide detailed information based on the request: Extended route details Tolls incurred
Ferries used
Provide all relevant supporting documentation:
Paid receipts for tolls and ferries
Any additional evidence supporting the request

# Submission Timeline:

Submit the request within 1 week of completing the inspection
Requests submitted after this period will not be considered

# Submission Methods:

All requests must be submitted through the Payment Adjustment Request Form, with supporting documentation emailed to the project's assigned OM and copied to operations-manager@e360.eberls.com Subject Line: Job# - Pay Adjustment Request

# Review and Approval:

All requests are subject to review and are not guaranteed approval
Requests must be approved by Leadership
The Operations Manager (OM) will:
Communicate with the pilot to gather any additional information or supporting documentation if needed
Relay the final decision – approval or decline – back to the pilot

# Note:

Ensure all information and documentation are accurate and complete to facilitate review.
Maintain copies of all submissions and receipts for your records.
Approval is at the discretion of leadership and may involve further review.

# 6. Catastrophe (CAT) Deployment

Drone Inspector

# Purpose

Provide clear, pilot-facing procedures for CAT event deployments, ensuring compliance, safety, and professional communication with insureds.

# 1. Deployment Criteria

  • Minimum Jobs: The minimum number of jobs required for deployment will be determined by leadership at the time of the event.
  • Daily Job Quota: Assignments will be made with the expectation that pilots complete a minimum of 10 jobs per day, unless adjusted by leadership due to unforeseen conditions.

# 2. Pilot Eligibility - To be eligible for CAT Deployment, a pilot must:

  • Inspector must be an active member of the e360 Pilot Network with all compliance documents current and approved. Inspectors are responsible for maintaining compliance throughout their deployment. Failure to do so may result in immediate termination of the deployment.
  • Be listed on the CAT Deployment Roster with updated:
    • Drone list and corresponding FAA registration numbers/dates.
    • Current emergency contact info.

Pilots missing compliance docs or roster status are not eligible for deployment.

# 3. Pre-Deployment

  • Pilots are expected to complete currently assigned jobs before deployment.
    • Deployment Jobs may not be assigned until image review is completed on current jobs.

# 4. Travel, Housing & Personal Responsibility

  • During a CAT Deployment, inspectors are expected to be fully self-sufficient and prepared to operate in potentially challenging environments.

  • Travel & Transportation:

    • Inspectors are responsible for providing their own reliable transportation to and from the deployment area, as well as between job sites.
    • Vehicles should be in good working condition and capable of handling long-distance travel and varying terrain.

  • Housing & Lodging:

    • Inspectors must secure their own housing or lodging accommodations during deployment.
    • Lodging should be arranged in advance, when possible, to ensure availability near the affected area.

  • Meals & Water:

    • Inspector's are responsible for their own food and water throughout the deployment.
    • It is recommended that inspectors carry sufficient supplies each day in case of limited access to restaurants or stores.

  • Preparedness:

    • Inspectors should arrive on-site with all required equipment, personal protective gear, and backup supplies (including medications, batteries, and emergency items).
    • Inspectors should not assume that food, fuel, or housing will be available upon arrival in the deployment area.

Contractors who are not adequately prepared may not be considered for future assignments.

# 5. Compensation for Travel and Deployment

Contractors are compensated on a per assignment basis. Rates may vary based on assignment type, complexity, location or carrier requirements. If a contractor is deployed outside of their local coverage area that will be considered in setting rates. There is not a separate payment for travel, lodging, meals, or other deployment-related costs.

  • Rates for Deployments
    • Rates for deployments may vary from the contractor's first batch of assignments to subsequent batches or assignments due to considerations such as location or assignment type.

# 6. Airspace Authorization

  • Automatic LAANC: Pilots must secure their own approvals where available before flying.
  • Further Coordination / Emergency Authorization: Managed by the e360 FAA Team (During CAT Deployment Only).
  • No-Fly Zones: Jobs in permanent no-fly zones (e.g., DC FRZ, military/nuclear sites) will not be flown.
  • National Parks: Flights requiring NPS permits will not proceed without approval. E360 will attempt to obtain the proper permit prior to deployment.

Contractors are solely responsible for ensuring they hold proper airspace authorization before flight.

# 7. Inspector Communication Requirements

  • Assignments are issued with the expectation that insureds are contacted within 24 hours.

  • If contact cannot be made within 48 hours, the contractor must update the job status in E360 Mobile App to remain eligible for continued assignments.

  • Use the E360 Mobile App for call/text/email so communication is logged. If for any reason contractor is unable to use in-app tools, manually log all attempts in job via feedback option.

  • Once scheduled, pilots must:

    • Enter ETA into the job's schedule.
    • Notify insured and E360 of any changes that prevent on-time arrival.

Failure to communicate promptly, arrive as scheduled, or represent e360 professionally may result in removal from deployment.

# 8. Job Incompletion Procedures

If unable to complete a job:

  • Denied Onsite: Log as Denied – Onsite in E360 Mobile App with proof photos (Selfie, and Address Verification) to be taken within the app under the corresponding assignment.
  • Denied over the phone/text/email - Make sure that it is documented (in detail) in the job notes and reach out to your assigned OC.
  • Safety/Hazard: Log as Safety Hazard in E360 Mobile App with proof photo. (Selfie, Address Verification, and an image of safety hazard(s) as other) to be taken within the app under the corresponding assignment.

Contractors are required to provide documentation in E360 Mobile App for all denied or incomplete jobs to receive compensation.

# 9. Pilot Resources for CAT Deployment

Required for Assignment The following items are conditions of assignment. Contractors must have these available to be eligible for CAT deployment:

  • Minimum of 6 drone batteries
  • Backup drone
  • Supercharger or mobile charging capability
  • Laptop for job management and uploads
  • Extra SD cards
  • Emergency radio
  • Handheld aviation scanner (listen-only, e.g., Uniden Bearcat BC125AT)

⚠️ Note: Drone pilots cannot legally transmit on ATC/aviation frequencies (118–136 MHz) unless they hold the proper FCC license as a manned aircraft operator.

Recommended for Field Readiness These items are not required but are strongly recommended to ensure self-sufficiency and efficiency in the field:

  • Small generator or solar charging system
  • Additional fuel (access may be limited)
  • Adequate food and water supplies or daily meal planning
  • Medications and a personal first aid kit
  • Personal Protective Equipment (PPE) as appropriate

# Resources

Pilots are encouraged to use the following tools for situational awareness:

Airspace Resources

Weather Apps (Forecasting) When it comes to the best app for UAV (drone) weather forecasting, these are the most trusted and widely used tools among the drone community—each excelling in different aspects of pre-flight planning:

  • UAV Forecasting
  • DroneForeast
  • DroneWeather

Road conditions: https://www.fhwa.dot.gov/trafficinfo/ (opens new window)

# 7. Steps to Join the Eberl360 CAT Response Roster

# Review CAT Deployment Procedures

  • a. All inspectors must carefully read and fully understand the entire CAT Deployment Procedures for Drone Inspectors above before proceeding.

# Submit Interest Form

Submitting this form expresses your interest in being considered for the CAT Response Roster. Completion of this form does not guarantee placement. If selected to move forward, you will be asked to complete the final CAT Pilot Form for roster inclusion.

# Processing Period

  • a. Please allow up to 2–3 weeks for processing.
  • b. If selected you will then receive an email (check your junk/spam folders) requesting additional information, such as emergency contact details, FAA registration for each device, and other compliance items.

# Roster Confirmation

  • a. Once all required information is reviewed and approved, you will receive an email confirming that you have been added to the CAT Response Roster.
  • b. Important: Being on the roster does not guarantee selection for every CAT event.

# Roster Removal

  • a. If you wish to be removed from the roster, you may email e360support@eberls.com to request removal at any time.

# Ongoing Compliance Responsibility

  • a. It is the inspector's responsibility to ensure all devices used during CAT events are properly registered and current with the FAA.
  • b. Updated FAA registration numbers must be provided to the CAT Response Manager during deployments.

# 8. Pilot Communication Scripts

These scripts are provided as recommended templates to ensure consistency and professionalism.

# Phone Call Script

Hello [Insured's Name], this is [Your Name], a certified drone inspector with e360.
I've been assigned your claim for [Insurance Company] at [Property Address].
I'd like to schedule a time to complete your inspection. Typically, inspections take [X minutes/hours].
I plan to be in your area on [Date] at [Time] to complete your inspection at [Property Address]. Will this time work for you

Great, I'll confirm for you [Date/Time]. If anything changes on your end, please let me know - I will do the same. If you have any questions or concerns, please reach out to your Desk Adjuster, or your e360 coordinator whom you should have received a phone call or email from.

# Text Message Script

Hello [Insured's Name], this is [Your Name], a drone inspector with e360. I've been assigned your claim for [Insurance Company].

I plan to be in your area on [Date] at [Time] to complete your inspection at [Property Address]. Will this time work for you? Please feel free to call me or text me back at this number.

# Email Script

Subject: Scheduling Your Inspection – [Insurance Company] Claim

Hello [Insured's Name],
My name is [Your Name], and I've been assigned as your drone inspector through e360 on behalf of [Insurance Company]. I'll be completing the inspection for your property at: [Property Address]

I plan to be in your area on [Date] at [Time] to complete your inspection at [Property Address]. Will this time work for you? Please feel free to call or text me directly at the number below.

Thank you, and I look forward to assisting you.
Best regards,
[Your Name]

e360 Inspector,
[Your Phone Number]

# 9. Inspector Complaint Handling Protocol

# 1. Purpose

This protocol provides inspectors with a clear and consistent process for handling complaints encountered in the field. It ensures that all concerns are addressed promptly, reported to the appropriate point of contact, and documented for follow-up. The goal is to resolve issues efficiently, maintain client trust, and support continuous improvement.

# 2. Receiving a Complaint

Inspectors may receive complaints in person, via phone, email, or other communication channels while in the field. When receiving a complaint, the inspector should:

  • Listen actively and remain professional and calm.
  • Avoid arguing or making promises outside of established guidelines.
  • Collect the following information from the complainant:
    • Name and contact details
    • Description of the issue
    • Date, time, and location of the incident
    • Any supporting documentation or evidence

# 3. Immediate Actions

If the complaint involves urgent safety concerns, potential hazards, or issues that could escalate quickly, notify your OC (Operations Coordinator), OM (Operations Manager), or the designated Weekend Support contact immediately, or dial 911 for emergencies.

# 4. Documentation & Reporting

All complaints must be documented and reported as soon as possible. Inspectors should:

# 5. Follow-Up Process

The assigned contact (OC, OM, or Weekend Support) will coordinate the investigation, resolution, and communication back to the complainant. Inspectors should cooperate fully in providing any additional details or clarification needed.

# 6. Professional Conduct

Throughout the complaint process, inspectors must maintain professionalism, avoid placing blame, and ensure that communications remain respectful and solution focused.

# 7. Continuous Improvement

Feedback from complaints will be reviewed periodically to identify trends, training needs, and areas for operational improvement. Inspectors are encouraged to share observations and suggestions with their supervisors.

# 10. Inspector Incident & Accident Reporting Protocol

# 1. Purpose

This protocol provides inspectors with a clear and consistent process for reporting incidents and accidents in the field. It ensures immediate communication with Operations leadership, compliance with FAA reporting requirements, and proper documentation to support investigations and corrective actions.

# 2. Emergency Actions

If an incident involves an immediate threat to life, health, or property, dial 911 without delay. Provide assistance as appropriate until emergency services arrive. If possible, collect the following information:

  • Police report or case number
  • Names and contact information of responding emergency personnel

# 3. Immediate Notification

Inspectors must report all incidents or accidents to their OC (Operations Coordinator), OM (Operations Manager), or Weekend Support contact immediately after ensuring safety. In urgent cases, a phone call should be made first, followed by a text or email.

  • Provide a brief summary of the incident
  • Include the exact location and any known injuries or damages

# 4. Information to Gather

When safe to do so, collect the following details:

  • Property contact name, role, and contact details
  • Names and contact details for any witnesses
  • Date, time, and location of the incident
  • Clear, factual statement describing what happened
  • Photos or videos of the scene and damages
  • Insurance details for all involved parties (if applicable)

# 5. FAA Reporting Requirements https://www.faa.gov/faq/when-do-i-need-report-accident (opens new window)

Under FAA Part 107 regulations, any drone-related accident must be reported to the FAA within 10 calendar days if it involves:

  • Serious injury or loss of consciousness
  • Property Area(s) of interest (other than the drone) exceeding $500 to repair or replace

Reports can be submitted electronically via FAADroneZone or by telephone to the nearest FAA Flight Standards District Office (FSDO). Inspectors must provide proof of submission to Operations leadership.

# 6. Documentation & Submission

Your assigned OC, OM or Weekend Support contact will complete the e360 Incident/Accident Report as soon as possible, including all gathered details and evidence. A copy of the report will be provided to you upon request. If FAA reporting is required, submit the FAA report within the deadline and share confirmation with Operations leadership.

# 7. Follow-Up

Operations leadership and/or HR will coordinate follow-up actions, including contacting the insured, initiating claims, and providing updates until the incident is closed. Inspectors may be contacted for additional information during the process.

# 11. E360 Procedure: Use of Visual Observers (VO) for Drone Inspections

# Purpose:

To ensure safe, compliant, and efficient use of drones during insurance claims inspections while maintaining client property security and adherence to company policies regarding Visual Observers (VOs).

# Scope:

This procedure applies to all 1099 contractors at E360 who are conducting drone inspections for insurance claims purposes.

# Policy Overview:

# 1. Use of Visual Observers (VOs):

  • Contractors are permitted to utilize a VO during drone operations to enhance safety and comply with FAA regulations.
  • The VO's role is to assist the drone operator in maintaining visual line-of-sight with the drone and to observe the surrounding area for potential hazards.

# 2. VO Presence on Client Property:

  • VOs are not allowed on client property unless they have undergone a proper background check that meets E360's standards.
  • Contractors must coordinate with their VO to ensure that any assistance provided occurs from a public area or a location that does not require entry onto the client's property.

# 3. Responsibility for VO:

  • Contractors are fully responsible for arranging and managing their own VO if one is deemed necessary for the inspection.
  • E360 will not cover any costs associated with the use of a VO. This includes but is not limited to payment, transportation, and equipment for the VO.

# 4. Client Communication:

  • Contractors must inform clients and assigned OC/OM in advance if a VO will be used during the inspection, including their role and the fact that they will not be on the client's property.
  • Any concerns from the client regarding the presence or use of a VO must be communicated to E360 management immediately.

# 5. Compliance and Documentation:

  • Contractors must ensure that all drone operations, including the use of a VO, comply with FAA regulations and any local laws or ordinances.
  • Documentation of the inspection should include whether a VO was used and any relevant details regarding their location and role during the inspection.

# Enforcement:

Failure to adhere to this procedure may result in termination of contract.

Last Updated: Nov 01, 2025

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