FileLand User Guide User Guide for CTP Legacy Scanning Service

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1 FileLand User Guide User Guide for CTP Legacy Scanning Service 04 June 2014

2 2 Contents 1 This Document Introduction Purpose Audience Change Log 3 2 Registering for CTP Legacy Scanning Service 4 3 Screens Explained FileLand Login Screen FileLand Home Page explained Document Display Area explained Document Display Area file information explained 6 4 Logging into FileLand 8 5 Retrieving documents via Folder Navigation Pane 9 6 Retrieving Documents via Quick Search Functionality 12 7 Forgot Your Password 13 8 Password Change 15 9 Logout Super User User Management Adding New Users and broker folder permissions Deleting users Removing user broker folder permissions Editing User Profiles ( addresses, user names, passwords) Notifications Document Upload Notification Day Chaser Day Deletion 25 Appendix 1 FileLand Registration form 26

3 3 1 This Document 1.1 Introduction The Claims Transformation Programme (CTP) began in 2010 and is a five-year programme designed to enhance the experience of the customer, through investing in the Lloyd s market s claims service. A significant part of CTP has been the introduction of the 2010 Claims Scheme to streamline the claims agreement process, which has led to an improvement of 55% in mean end-to-end transaction time on ECF. Because the 2010 Claims Scheme was initially rolled-out to new policies and ECF claims only, older and paperbased claims remained out of scope. These have been termed Legacy claims. Formally, a Legacy claim is defined as any open subscription market claim that is currently being handled under the 2006 Claims Scheme or prior, whether in ECF or paper format. The Legacy workstream in CTP seeks to convert all such Legacy claims to the 2010 Claims Scheme, thereby resulting in a single set of rules for handling all Lloyd s claims and full achievement of the customer service benefits. In order to fully realise the benefits of both electronic claims handling and the streamlined agreement process, Lloyd s was requested to investigate the creation of a central service to convert paper Legacy claims to ECF, since paper claim files comprise roughly half of the Legacy claim volume. Following extensive market consultation and a tender process, Triton Claims (formally Devonshire Claims Services) & DocuLand in partnership were selected as preferred service providers. 1.2 Purpose As part of the service, scanned documents will be placed onto a secure document repository (FileLand) by the service providers for brokers to retrieve and then load to ECF. This document has been prepared to assist brokers with using FileLand. 1.3 Audience This document is intended to be used by: Lloyd s Brokers 1.4 Change Log Version ref Date Author Description /05/2014 Davide Bianconi Initial draft /05/2014 Will Curtis Proofread and revised draft /06/2014 Tim Lovick Updated appendix attachment

4 4 2 Registering for CTP Legacy Scanning Service The CTP Legacy Scanning Service is open to all Lloyd s brokers. To take advantage of this and to gain access to FileLand, organisations and their users must first complete the registration form in Appendix 1 FileLand Registration form. 3 Screens Explained 3.1 FileLand Login Screen Below is the welcome screen which is accessible when user enters the following URL into their browser: Login Section: Please see section 4 Further Information: Provides links for further information on the CTP Legacy Scanning Service and the organisations involved Helpdesk Details: For technical queries please use the contact details provided here Forgot your password: Please see section 6

5 5 3.2 FileLand Home Page explained The FileLand Home Page is accessed once users successfully log in (See section 4) and is the area within the system from which users and super users will be able to access documents and perform user administration tasks such as reset passwords. Quick Search: users can type keywords into this area and the system will attempt to retrieve any matches. See section 6 User Administration: This contains options for users to change their passwords and logout. Folder Navigation Pane: Area used to navigate through different folders and to access uploaded documentation. Document Display Area: Details of scanned documents available for download will display here. See section 3.3 for further details on the file information that will be displayed in this section.

6 6 3.3 Document Display Area explained This area provides details of scanned documents available for download and is where users will be able to retrieve documents from (see section 5 for further information). File Download Icon: Used by users to initiate file downloads. There are two types of icons; 1) Item not yet downloaded by a user 2) Item has been download by a user Scroll bar: to enable users to access additional file information (columns) Page controls: forward/back, first/last Totals: for both current page and claim file Document Display Area file information explained The following columns are available for users to review additional file information: 1 Download Icon 2 File name. The naming convention is dependent upon the type documents in the claims file:

7 7 a. Claims documents: <UMR>_<Broker Claim Reference>_<Presentation Number>_<File Number> b. Risk documents: <UMR> <File Number> c. Pro Forma copy: <UMR>_<Broker Claim Reference>_PRO-FORMA Note - <File Number> will only be populated in the event that the size of the file exceeds 20MB and 2 documents need to be created. 3 Broker contact name: input from CTP Legacy Scanning Service Paper to ECF pro forma 4 COR(s): input from CTP Legacy Scanning Service Paper to ECF pro forma 5 Syndicate Number: input from CTP Legacy Scanning Service Paper to ECF pro forma 6 File Size: size of scanned image. Note this will not exceed 20MB to align with SP&P for the IMR. 7 Upload date and time to FileLand 8 Download date and time. If file has been downloaded, the system will auto-populate the date and time of this taking place. 9 Deletion Date and time. This will be pre-populated with the date that the file will be deleted, if a user does not download the file in the allowed time. 10 Business days on server. This will display the number of business days that the documents have been available on FileLand. 11 Last downloaded by. This will display the details of the user who last downloaded the document.

8 8 4 Logging into FileLand To log into FileLand the user will need to enter the following information: Steps: 1) Enter username 2) Enter password 3) Click Sign in If users are experiencing difficulties logging in, they can reset their password (see section 6 for more details).

9 9 5 Retrieving documents via Folder Navigation Pane To retrieve documents via the Folder Navigation Pane, users should do perform the following: Step 1) Select the correct broker folder from the navigation pane. The system will then expand the menu to display all claims folders available on FileLand. Note: Some broking organisations may have more than one broker folder based on their setup / broker numbers. Step 2) Select the claims folder reference that they wish to view. The system will then display all documents for that claim in the Document Display Area. Note: The folder naming convention is <UMR>_<Broker Claims Reference>.

10 10 Step 3) Review Document Display Area for all documents that have been scanned and made available for download. Notes: Please note that the following file naming conventions: Claims documents: <UMR>_<Broker Claim Reference>_<Presentation Number>_<File Number> Risk documents: <UMR> <File Number> Pro forma copy: <UMR>_<Broker Claim Reference>_PRO-FORMA <File Number> will only be populated in the event that the size of the file exceeds 20MB and 2 documents need to be created. Step 4) Download files by: 1. Selecting the individual file for download and clicking the picture icon 2. Select the Save option on the popup message. This will save the file to your default directory

11 11 Notes: Popup windows for download will depend upon browser and/or version and/or security setup. Should users select Open before files have been saved, they will either need to manually save the files to a location of their choice from within their pdf reader or initiate download again and click the Save option. Otherwise files will be stored to a location on the user s machine that will be difficult to retrieve. Step 5) Confirm that file download has completed successfully and that there are no issues with scanning by reviewing the browser download confirmation popup and selecting Open. Notes: If there are issue with file download or the scanned images, users should contact the CTP Legacy Helpdesk immediately. Browser download confirmation popup will be dependent upon browser type, version and installation. User may need to access from directly within their default download directory. Step 6) Continue steps 3-5 until all documents have been downloaded for the claims file. To assist with navigating documents, please note the following: Item not yet downloaded by a user Item has previously been download by a user Note: Once a document has been downloaded, it will automatically be removed from the server after 48 hours.

12 12 6 Retrieving Documents via Quick Search Functionality FileLand has the ability for users to quickly search for documents that they have access to. They can do this by completing the following action; Step 1) Enter the text in the box labelled Please type a keyword Notes: This functionality can be used to search for specific document references (i.e. UMR or Broker Claims Reference) or for text contained with scanned documents (only if optical character recognition OCR process has been successfully executed on the scanned documents). Please note that the key word search does not accept special characters (other than % - see below). Therefore users are unable to use this functionality to search via full file name as these include underscores. Users should instead search via UMR or broker claims reference to help them easily access the files they require. The results will then be displayed in the document display area. Step 2) Users should then follow steps 4-6 as detailed in section 5 for instructions on how to download documents Note: Users can complete partial reference searches (i.e. where only part of a reference is known) by utilising the % symbol i.e. users could enter %456% for reference and the system would then return the associated results.

13 13 7 Forgot Your Password If users have forgotten their password or are unable to access their account, they can request for this to be reset. Users should follow the steps outlined below: Step 1) Click Forgot your password Step 2) In the resulting popup, users will need to enter their address (which is linked to their account). This will generate an automated to the user s inbox from Step 3) Once users have received their , they should click on the Password Reset link. This will then direct users back to the FileLand website

14 14 Step 4) Users should then create and input a new password in the two boxes indicated and then click Change Password when satisfied. Notes: Passwords must contain the following: Upper and lower case characters A numerical value Be at least 8 characters in length Passwords will expire every 90, after which users will be requested to create a new one When creating a password users must select a password different to their current password

15 15 8 Password Change Users can change their passwords from within the application by following the steps outlined below. Step 1) Select Change Password from within the User Administration menu in the FileLand Home Page. The system will then display a new popup screen entitled Change Password. Step 2) Input old password Step 3) Create and input new password (and repeat input in subsequent box) Step 4) Confirm change The system will then log the user out of FileLand, redirecting them to the login screen where the user will be required to enter in their new password details Notes: Passwords must contain the following: Upper and lower case characters A numerical value Be at least 8 characters in length Passwords will expire every 90, after which users will be requested to create a new one When creating a password users must select a password different to their current password

16 16 9 Logout Select Logout from within the User Administration menu in the FileLand Home Page. The system will then logout the user from FileLand and redirect them to the login screen

17 17 10 Super User User Management Each organisation from the service will be asked to select an individual who will be provided Super User privileges and expected to add/remove users as well as add/remove user access rights to broker folders. The sections below aim to show how Super Users would perform these tasks: 10.1 Adding New Users and broker folder permissions Step 1) Select the User Management option from the User Administration menu The system will then display the User Management screen Step 2) Select + icon from the User Management screen The system will then display the New User screen

18 18 Step 3) Populate the new user details. Step 4) Confirm changes. Step 5) Validate in the User Management screen that the user has been successfully created and provide user with login credentials (i.e. via /telephone). Notes: Passwords must contain the following: Upper and lower case characters A numerical value Be at least 8 characters in length Passwords will expire every 90, after which users will be requested to create a new one When creating a password users must select a password different to their current password Super-users will then need to assign user s permission to each broker folder that they wish the user to access. Step 6) Select (one-click) the broker folder that the user should have access to. Note: Organisations seeking to grant access to multiple broker folders (as above) will need to ensure that they repeat steps 6-10 for each broker folder because permissions are set on a folder-by-folder basis.

19 19 Step 7) Select the Permission option from the User Administration menu The system will then display the Permission screen and display all users that currently have access to that broker Step 8) Click on please select a user dropdown The system will then display a list of all users setup for your organisation. Step 9) Select the user that you swish to have access to the selected folder Step 10) Click Add The system will then add the new user to the Permission list of users who have access to that folder Step 11) Login to FileLand as new user and ensure permissions are correctly setup. Step 12) Create to new user and send them their newly created login details.

20 Deleting users Step 1) Select the User Management option from the User Administration menu The system will then display the User Management screen Step 2) Select the user name you wish to remove Step 3) Select the trash icon from the User Management screen The system will then display a warning message Step 4) Confirm the identity of the user and click OK. The system will then display the User Management screen

21 21 Step 5) Confirm the deleted user is no longer in the User Management menu Removing user broker folder permissions Step 1) Select (oneclick) the broker folder that you would like to edit the permission set. The system will then open the Permission screen Step 2) Select the Permission option from the User Administration menu The system will then display the Permission screen and display all users that currently have access to that broker

22 22 Step 3) Double click on the user whose access privileges need to be removed. The system will then display a warning message. Step 4) Confirm this is the correct user and confirm permission removal. 4 The system will then display a warning message. Step 5) Confirm the user is no longer in the Permission menu Editing User Profiles ( addresses, user names, passwords) Step 1) Select the User Management option from the User Administration menu The system will then display the User Management screen

23 23 Step 2) Select the user name you wish to edit 4 Step 3) Select the edit icon from the User Management screen The system will then display a warning message Step 4) Edit the fields with the new user details. Step 5) Confirm changes. Step 6) Validate in the User Management screen that the user has been successfully created and provide user with login credentials (i.e. via /telephone). Notes: Passwords must contain the following: Upper and lower case characters A numerical value Be at least 8 characters in length Passwords will expire every 90, after which users will be requested to create a new one When creating a password users must select a password different to their current password

24 24 11 Notifications To aid brokers with downloading files, the FileLand system has been designed to send a series of notifications to users and super users providing them with helpful links and reminders for uploaded claim folders. Three types of notifications have been setup, the section below provide further details on when these are triggered and who will receive them Document Upload Notification Details: Who will receive these s? To: Broker Claims Handler (source: Pro forma) CC: Nominated Super User (source: Company registration form) When will these s be sent? Immediately after all files have been made available on FileLand. One will be sent per scanned paper folder (UCR and BCR reference) Day Chaser Details: Who will receive these s? To: Nominated Super User (source: Company registration form) When will these s be sent? Trigger: If files have not been downloaded after 15 days on FileLand. will contain details of all files that have breached the 15 day limit.

25 25 Note: As this notification is sent directly to superusers, they will be responsible for ensuring that the files are downloaded prior to deletion Day Deletion Details: Who will receive these s? To: Nominated Super User (source: super user list) When will these s be sent? For all file that have not been downloaded after 21 days on FileLand and have been subsequently removed.

26 26 Appendix 1 FileLand Registration form In order to access FileLand, each broking organisation must have completed the form overleaf. A Microsoft Word version of the form is also available at

27 CTP Legacy Scanning Service Secure Portal Broker Registration Form 1) Organisation Organisation Name 2) Broker Folders On the secure portal there will be a folder for each broking firm which will contain any scanned claims documents awaiting retrieval by that firm. These folders will be identified by broker number/id and hence organisations with multiple broker numbers will have multiple folders. Please populate all fields in the table below to identify the folders required for your organisation. See 4) below regarding user access to multiple folders. Broker ID Broker Name 3) Super User Details Each organisation will be permitted one Super User for the secure portal who will be a point of contact in respect of the service and be granted certain system permissions, including adding new Broker Folders and additional users. Please input the details of the nominated Super User for your organisation below. Super User Super User Telephone Number Super User Mobile Number Year Super User Commenced Working at Firm (will be used as telephone security question) 4) User Details Please input the details below for all other users that you wish to access and retrieve documents from the secure portal and the Broker Folders that they will have access to. There is a maximum of six users per organisation. Please ensure if you have input multiple broker folders above that you create the corresponding columns below and select the correct access permissions for each user. Broker Broker Etc User User telephone Folder 1 Folder 2 Please direct any questions in completing this form to or call All completed forms should be returned to secure portal registration form blank.docx Page 1 of 1

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