Supplemental User Guide for Carrier B2B. April 2012 Revision

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1 Supplemental User Guide for Carrier B2B April 2012 Revision

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3 Before You Begin SurePath is designed to support B2B (business to business) transactions. When a bond is executed data is sent to participating carriers to use. If the B2B feature is enabled on a bond and the transaction is accepted by the carrier, the carrier extracts the information it needs from SurePath for accounting and reporting purposes eliminating your need to report bonds executed within SurePath to the carrier. This manual is written for agencies utilizing Carrier B2B functionality. Before You Begin... 3 B2B Overview... 1 Process... 1 B2B Transaction Types... 1 B2B Statuses (Carrier Responses)... 2 How Premium and Commission is Handled... 3 Bond & Transaction Exclusions... 4 B2B Set Up... 5 Before You Begin... 5 Set Up Agency Site... 5 Set Up Carrier... 5 Set Up Client... 6 Execute a New Bond B2B... 7 Before You Begin... 7 Execute the Bond... 8 Subsequent SurePath Transactions Before You Begin Turn B2B On or Off Renew Edit Cancel Revoke Final Contract Audit and Close Open / Reinstate Monitor Your Transaction Using the Bond Details Page Bond Details Body Normal View Transaction History Audit Records Monitor Your Transaction Using the B2B Queues How to Resolve a Bond in a B2B Status (B2B Processing Options) Overview Pending Rejected Accept With Changes Using Non-B2B Processing Options to Resolve a Transaction B2B Reports Report Options Acord Transaction Activity Report and Transaction Report Appendix A - Prepare Existing Bonds for B2B Transactions Before You Begin Execute the Bond and Mark as Uploaded Steps to Prepare an Existing Bond in SurePath for a B2B Transaction Turn B2B On or Off B2B Sync Correct Data that is Out of Sync Carrier Reconciliation Report Appendix B Common Error Messages... 27

4 This document is the confidential and proprietary property of InSure Vision Technologies and shall be used as an internal document by the Licensee

5 B2B Overview 1 B2B Overview Process 1. A transaction is initiated in SurePath. 2. SurePath marks the bond as B2B Pending and sends a B2B message to the carrier for the particular type of transaction (see B2B Transaction Types section below). 3. The carrier s system receives the message and reviews the data included in the message. 4. The carrier system returns a response to SurePath. Depending on the response additional B2B processing may be required. The B2B status is updated (see B2B Statuses below). 5. When the carrier accepts the transaction it extracts the information it needs from SurePath for accounting and reporting purposes eliminating your need to report the bond or transaction. Note that if a new bond is issued using Form Outside SurePath you must check with the carrier CSR to determine whether a copy of the bond should be sent to the carrier separately. Unless the carrier needs to review the transaction further a response is generally received by the carrier within minutes of the message being sent from SurePath. All data elements that you are required to report to the carrier are included in the B2B messaging, including the bond form, if available. This process does not replace the existing underwriting process required before issuing a bond. B2B Transaction Types The following types of transactions are available for B2B processing. What is supported by the carrier varies by carrier and is indicated in the table below. SurePath Transaction B2B Transaction Liberty Mutual (LMS) Travelers New bond Report of Execution Y Y New bond mark as uploaded checked No B2B message is sent to carrier n/a n/a Edit blue Edit button Modification Y Y Edit Edit Bond Information/Issue Rider Modification Y Y Consent of Surety Modification if changes made Y Y Renew Renewal Y Y Cancel Cancel Y Y Close Contract Audit Y Y Open Reinstate Y Y A Reinstate Reinstate Y Y Revoke Cancel - Cancel flat Y Y B Final Contract Audit Contract Audit Y Y A Travelers does not support opening a closed bid bond. If submitted the open is rejected. B Travelers does not support the revocation of a term bond. If submitted the revocation is rejected.

6 B2B Overview 2 B2B Statuses (Carrier Responses) A B2B transaction will have one of several B2B statuses at any given time during the processing of that transaction. These are listed below. Status SurePath Transaction Definition Accepted New bond Renew All other transactions where no premium adjustment is made Close Open Carrier accepts the transaction with no further processing by you or SurePath. The transaction is booked into the carrier system. The transaction is added to the SurePath Agency Management System file used for billing and other custom integration. The transaction is added to the SurePath Bond List and other bond list type reports. The bond is ready for further processing (returned to its normal state). Rejected All Carrier rejects the transaction with a rejection reason. The transaction is not added to the carrier system. SurePath maintains the bond in its pre-submission state. The transaction is not available for SurePath billing or other custom integration. The Bond Details page has two columns to show the presubmission state (Current Status) and post submission state (B2B Submission). To continue processing the user must correct the rejection or turn the transaction off B2B and manually report the transaction to the carrier. Accept with Changes (aka Changes or Success with Changes) Edit or Consent of Surety with premium changes Cancellation Revoke Final Contract Audit Reinstatement The Carrier accepts the transaction and books it into their system. The Carrier system calculates and sends in the response to SurePath the premium, commission, surcharge and taxes. LMS: If the values provided by the carrier match SurePath values, SurePath accepts the transaction and no further processing is required by the user to complete the transaction. If the values do not match the agent must decide which to accept into SurePath. The agent should research variances and discuss with the carrier before accepting SurePath values. Travelers: SurePath automatically accepts Travelers numbers even if they are different than SurePath. Once accepted in SurePath: The transaction is added to the SurePath Agency Management System file used for billing and other custom integration. The transaction is added to the SurePath Bond List and other bond list type reports. The bond is ready for further processing (returned to its normal state). Pending All Pending has two definitions: The bond is waiting for B2B processing to complete (a B2B message is waiting to be sent from SurePath or waiting to be received by carrier). The bond is sent and received but awaiting further action by the carrier.

7 B2B Overview 3 Status SurePath Transaction Definition While the transaction is pending: SurePath maintains the bond in its pre-submission state. The transaction is not available for SurePath billing or other custom integration. The Bond Details page has two columns to show the presubmission state (Current Status) and post submission state (B2B Submission). To continue processing the user must wait for an accepted, rejected or accept with changes message from the carrier. How Premium and Commission is Handled Premium and commission is part of B2B messaging. How premium/commission is processed depends on the B2B transaction type. Method Carrier system determines if SurePath values are within tolerance and if not the transaction is rejected. Values must be corrected in SurePath to be accepted. Carrier system ignores SurePath values; carrier system provides the values SurePath should apply to the transaction. Applicable Premium Generating Transaction New bond Renewal Modification with Premium Changes Contract Audit Cancel Reinstate Revoke Premium/Commission Processing Values compared include premium, commission, state surcharge and municipal tax. Tolerances vary by carrier. For more information on variances contact your carrier. These transactions result in either an Accept or Reject response. If the numbers are within tolerance the carrier returns an accept message and no further processing is required by the user. If the variance is out of tolerance the transaction is rejected and the user must correct using Correct Rejection. These transactions result in either an Accept with Changes or Reject response. Carrier system ignores SurePath premium/commission and tax/surcharge values. Carrier system provides the values SurePath should apply to the transaction in an Accept with Changes message. LMS: If the values provided by the carrier match SurePath values, SurePath accepts the transaction and no further processing is required by the user to complete the transaction. If the values do not match the agent must decide which to accept into SurePath. The agent should research variances and discuss with the carrier before accepting SurePath values. Travelers: SurePath automatically accepts Travelers numbers even if they are different than SurePath. Important Note for KY and FL Bonds: When the carrier returns a premium number on a KY or FL bond the number includes premium + tax + surcharge. SurePath will disburse appropriately based on the option selected by the user.

8 B2B Overview 4 Bond & Transaction Exclusions There are some type of bonds and transactions that cannot be processed B2B and must be reported to the carrier manually. Manual reporting requires you to process the bond/transaction in SurePath with B2B turned off and to contact the carrier via phone/fax/ to report the bond/transaction. Please note that SurePath does not automatically exclude these bonds from B2B. If you forget to turn off B2B you can do so after the carrier rejects the bond. The following is a list of bonds/transactions that are not supported B2B Bond or Transaction LMS Supported? Travelers Supported? If exclusion sent and rejected Foreign Bonds N N Remove bond from B2B Upload Final bonds that include maintenance premium (> 12 months maintenance period) Bonds not payable directly to the carrier such as Custom bonds handled by a third-party administrator such as CA Shea N N Remove bond from B2B Upload N N Remove bond from B2B Upload Joint Venture Bonds Y N Remove bond from B2B Upload Revocation of a Term Bond (i.e., Bid and Final Bonds) Y N Remove bond from B2B Upload Open a Closed Bid Bond Y N Remove transaction from B2B Upload Final Contract Audit First Y Y N/A Final Contract Audit Second N N Remove bond from B2B Upload Policy Changes to Terms Other than the Current (if open) or most recent (if Closed/Cancelled) N N Discuss with Carrier or IVT

9 B2B Set Up 5 B2B Set Up Before You Begin Follow these steps and in this order to set up B2B processing. Details for each are below. 1. Set Up Agency Site Completed by IVT 2. Set Up Carrier Completed by Agency Administrator 3. Set Up Client Complete by Agency User Set Up Agency Site Your agency site must be licensed for B2B to electronically report transactions to participating carriers. To obtain licensing contact IVT at or support@insurevision.com Set Up Carrier Before processing B2B transactions you must enable B2B for participating carriers. There are two locations in SurePath where this can be done: Agency Carriers screen: Set up the carrier here if the Carrier s Code for Agency does NOT vary by agency location. All locations using SurePath must have the same code to use this option. Site Carriers and Integration Codes (under the Sites button): Set up the carrier here if the Carrier s Code for Agency varies by agency location. Set up can only be done by a user with Agency Administrator permissions. 1. Select one of the following to get started: Agency Carriers Sites, your site, and then the Edit Integration Codes button on the Sites toolbar. 2. Locate the billing carrier (i.e., LMS). Note: LMS has two billing carriers, one for Safeco and one for Liberty Mutual. An agent using both will need to set up both. Bonds payable to a third-party administrator are excluded from B2B. Only bonds payable directly to the carrier can be processed B2B. 3. Next to each of the applicable carrier s Issuing Carriers, enter the code assigned to your office by the carrier in the Carrier s Code for Agency or Carrier s Code for Agency Site field. 4. Click the Submit button. Result: The list is updated.

10 B2B Set Up 6 Set Up Client Client set up should be completed only after reconciling the account details with the Carrier. Before processing B2B transactions you must enable B2B for the client. Any user with access to the client can do this. Note that removing the code in step 3 below disables B2B for the client. Before processing B2B transactions you must enable B2B for the client. Any user with access to the client can do this. Note that removing the code in step 3 below disables B2B for the client. 1. Select the Client using the Clients button. Result: The Clients / General page displays. 2. Select the B2B Client Carriers button on the Client toolbar. Result: The B2B Client Carriers page displays. 3. Enter the code the carrier has assigned the client in the B2B Code for Client field. 4. If you want ALL existing bonds for this carrier enabled (turned on), check the B2B Bulk checkbox. Otherwise leave this option unchecked and enable bonds individually from the Bond Details Page. Note: Bonds can be individually enabled or disabled at the bond level on the Bond Details page. 5. Click the Submit button. Result: You are notified the client carriers page is updated. B2B is now enabled for this client for this carrier.

11 Execute a New Bond B2B 7 Execute a New Bond B2B Before You Begin Please refer to Bond & Transaction Exclusions on page 4 for bonds and transactions that should be removed from B2B before processing. Instructions for turning off B2B on a new bond are included in the Execute the Bond section below. Following is a list of data elements commonly reported to the carrier on a new bond. This list varies by carrier; a complete list can be obtained from the carrier. Principal name and address Obligee name and address Bond number Effective date Expiration date Bond amount (Bond Amount, Performance Amount, Payment Amount) Contract amount, if applicable Bond description Project, invitation or bid number on contract bonds (if no bond description) Project Name and address for obligations in KY SAA Code State of obligation (aka Rating State) Processing rules for type of bond, renewal method, cancellation method and number of days cancellation notice required Premium Commission State surcharge (FL and KY), if applicable Tax (KY), if applicable Copy of bond form Except for cover letters, all SurePath generated documentation is included in the message (transaction) sent to the carrier. When Commit is selected SurePath sends a B2B message with applicable documents to the carrier. The transaction is in the Pending queue and has a Pending status. SurePath is not updated until the transaction is accepted by the carrier which means that SurePath maintains the bond in the state it was in prior to submitting this transaction. The transaction is not on any report other than the Transaction Report and is not available for Agency Management system integration until it is accepted by the carrier or resolved through some other means, such as removing the transaction/bond from B2B. Co-Surety bonds are supported B2B. However, if there is more than one B2B carrier on the bond all B2B carriers must accept the bond for SurePath to return the bond to its normal state. Additionally, if one B2B carrier rejects the bond you are not able to correct the rejection as you would a single surety bond or co-surety bond with a single B2B carrier. To resolve a co-surety bond with multiple B2B carriers remove the transaction from B2B and then correct using one of the Edit functions. Removing the transaction and not the bond allows for Edits to be processed B2B. For timely resolution of all B2B transactions please monitor all submissions using either the Bond Details page, Transaction Reports or B2B Queues. Remember that unresolved bonds are in limbo until they are accepted by the carrier or resolved through some other means such as removing the transaction/bond from B2B.

12 Execute a New Bond B2B 8 Execute the Bond Following are abbreviated steps for executing a bond intended to highlight the differences for B2B processing. For detailed instructions on executing a new bond refer to the SurePath Online Manual located under the Help button in SurePath. Initiating Execution Execute from Request: You can continue to execute from the Request List. However, the request remains on the list until the bond is accepted by the carrier. While processing is being completed a violet Bond Details button will display on the Request List in place of the Edit/Execute hyperlinks. Copy Bond: You may use Copy Bond on a B2B bond or to create a B2B bond. However, only the Execute option is available when copying B2B bonds. Execution 1. Start the execution process as you normally would and complete all fields required by the carrier. Make note of the following: Processing Rules for a Form Outside of SurePath Bond: Some carriers will reject a bond with an invalid combination of renewal and cancellation method so it is important to set these rules up correctly on your Form Outside of SurePath bonds. To ensure accuracy on your contract bonds use the grey buttons at the top of the Processing Rules page to complete the screen (see below). Additionally, because the final form is not generated by SurePath you will need to check with the carrier CSR to determine whether the completed bond form needs to be submitted separately. Obligee: The carrier requires obligee city and zip code on certain types of bonds. SurePath does not. To avoid rejection you must remember to complete these fields. Issuing Carrier: If this is a co-surety bond you must select the B2B carrier on the Basic Information screen before proceeding to Advanced Process to complete the co-surety arrangement with B2B turned on. Bond Number: Check with the Carrier before re-using bond numbers. If the Carrier already has a record of this bond number in their system the execution will be rejected. Bond Description: Bond description OR project, invitation or bid number is required on a contract bond. Some carriers also require the Project Name and Address. SurePath requires only the description. You must therefore remember to complete the remaining fields as required by the carrier. SAA Code: Except for Bid Bonds, the carrier requires a very specific SAA Code, usually a code that is at the lowest level of the SAA Code hierarchy. Examples unacceptable SAA codes are Class A, Class B, Class A-1 and License & Permit. These are highlighted in red and SurePath will not advance to the next screen with one selected. Most contract bond forms are posted to SAA Codes that are too general (i.e., Class A) and will require you to select a more detailed code in the SAA Code section of the Basic Information page. Additionally some bond forms are posted to codes that are no longer recognized by the Surety Association. While you may still use these forms, in the SAA Code section of the Basic Information page you must select a valid SAA Code.

13 Execute a New Bond B2B 9 For more information on what to select and how to select the code, use the green question mark button located to the right of the Find Next button, or contact the carrier for the appropriate SAA Code. Remember that SurePath uses the SAA Code to rate the bond. If the selected SAA Code does not match or belong to the SAA Code attached to rate (in the Client s Program) a zero premium bond will be generated. SFAA Code: This field appears in the Private Custom Field section of the bond form. An entry made in this field is sent to the carrier instead of the SAA Code and without affecting the rating of the bond. This is typically used on an annual bid bond (premium generating) where the SAA Code must be 000 in SurePath but the carrier expects another code such as 700. Enable Business-to-Business: If a B2B carrier is selected on a client enabled for B2B this option is automatically checked. If this bond should not be processed B2B remove the checkmark. 2. Complete bond execution as you normally would. Result: SurePath sends a B2B message with the bond form, if applicable, to the carrier. The bond is in the Pending queue and has a Pending status. The bond is not final until it is accepted by the carrier so the bond is not on any report other than the Transaction Report and it is not in the Agency Management System file used for billing integration. Important Note: Once the bond is committed you cannot go back and make corrections. Doing so will create a duplicate bond record. To make corrections you must wait for the transaction to be accepted and then from the Bond Details page use one of the edit functions. 3. At this point you can: Print the bond form, if there is one Complete another transaction for another bond Monitor the status of this bond from the Bond Details page or the B2B queues. For more information on monitoring the status of the bond refer to Monitor Your Transaction Using the Bond Details on page 14 or Monitor Your Transaction Using the B2B Queues on page 18.

14 Subsequent SurePath Transactions 10 Subsequent SurePath Transactions Before You Begin Subsequent transactions include: renewals, edit, cancellations, reinstatements, revocations, final contract audits, open and close. Auto close is disabled on B2B bonds; the agent must close term bonds using other SurePath options. All subsequent transactions will now be initiated by the agent using SurePath and B2B. The carrier will no longer initiate these transactions. A bond record that matches the carrier s bond record must be in SurePath with B2B enabled before you generate one of the transactions listed above. If the bond is not in SurePath follow the instructions in Execute the Bond and Mark as Uploaded in Appendix A on page 23. If the bond is in SurePath but has had no B2B activity you should reconcile it with the carrier and then use the B2B Sync function to confirm reconciliation. For information on performing these steps refer to Steps to Prepare an Existing Bond in SurePath for a B2B Transaction in Appendix A on page 24. If the bond is in SurePath with B2B activity it must be in its normal state (single column Bond Details page). It must not be in a Rejected, Pending or Accept with Changes status with unaccepted premium/commission (two column Bond Details page) The bond record must be enabled for B2B. Refer to instructions below for turning B2B on or off. Please refer to Bond & Transaction Exclusions on page 4 for bonds and transactions that should be removed from B2B before processing. Refer to instructions below for turning B2B on or off. SurePath will not allow you to process some subsequent transactions if the related processing rule is unknown. Some carriers also validate the processing rules. Processing Rules are displayed on the Bond Details page (see below) and can be edited by selecting Edit Bond Information/Issue Rider and then Edit Bond Type (SAA Code). Except for cover letters, all SurePath generated documentation is included in the message (transaction) sent to the carrier. When Commit is selected SurePath sends a B2B message with applicable documents to the carrier. The transaction is in the Pending queue and has a Pending status. SurePath is not updated until the transaction is accepted by the carrier which means that SurePath maintains the bond in the state it was in prior to submitting this transaction. The transaction is not on any report other than the Transaction Report and is not available for Agency Management system integration until it is accepted by the carrier or resolved through some other means, such as removing the transaction/bond from B2B. Co-Surety bonds are supported. However on bonds with multiple B2B carriers, because of the differences in the way the carriers handle the accept with changes transaction, SurePath does not return the bond to its normal state even if the carriers agree with SurePath on the premium/commission changes. The user must remove the transaction from B2B. Removing the transaction and not the bond allows for future B2B processing on the bond. For timely resolution of all B2B transactions please monitor all submissions using either the Bond Details page, Transaction Reports or B2B Queues. Remember that unresolved bonds are in limbo until they are accepted by the carrier or resolved through some other means such as removing the transaction/bond from B2B. For more information on monitoring the status of the bond refer to Monitor Your Transaction Using the Bond Details on page 14 or Monitor Your Transaction Using the B2B Queues on page 18.

15 Subsequent SurePath Transactions 11 Turn B2B On or Off 1. Go to the bottom of the Bond Details page, to the Processing Options section. 2. Check the current status of the bond: If Business-to-Business Transactions is Enabled Disabled B2B is Turned On Turned Off 3. Click the Enabled/Disabled hyperlink to reverse the status. Renew LMS Notes: Renewals done more than 5 months in advance will be rejected. When correcting rejected renewals you must make the transaction effective date equal to the renewal term effective date. Travelers Notes: If Travelers has the bond in a renew status and you use the B2B Sync function the sync will reject with an out of sync error. This can happen if you renew the bond within 100 days of the expiration date and Travelers has not turned off auto renew in their system. If this happens remove the transaction from B2B and then renew the bond. SurePath Notes: A renewal is a transaction with an accept response. It is also a transaction where the carrier reviews premium/commission sent by SurePath and if within tolerance accepts SurePath number. Tolerances vary by carrier and can be obtained by contacting the carrier. Edit LMS Notes: An edit that changes premium is a transaction that generates an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath the values that apply to the transaction. If the numbers match what is calculated by SurePath, the transaction is automatically accepted by SurePath and the bond is returned to its normal state. If the numbers do not match, the transaction is in an Accept with Changes status and is not final until the user reviews and accepts one of the two sets of numbers. Variances should be researched and discussed with the carrier. SurePath values should not be accepted without notifying the Carrier. An edit that does not change premium generates an accept response.

16 Subsequent SurePath Transactions 12 Travelers Notes: An edit that changes premium generates an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends the values that apply to the SurePath transaction. SurePath automatically accepts the carrier s numbers and returns the bond to its normal state even if there is a premium/commission discrepancy. SurePath Notes: Edit includes changes made through: blue Edit button, Edit Bond Information/Issue Rider hyperlink and Consent of Surety. Some changes on some types of bonds require a transaction effective date = term effective date. For example, changes to the state of obligation, SAA Code, renewal method and cancellation method must have a transaction effective date = term effective date. If the edit rejects because of the transaction effective date go into Correct Rejection and correct the Transaction Effective Date. Cancel LMS Notes: Cancellations generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath the values that apply to the transaction. If the numbers match what is calculated by SurePath, the transaction is automatically accepted by SurePath and the bond is returned to its normal state. If the numbers do not match, the transaction is in an Accept with Changes status and is not final until the user reviews and accepts one of the two sets of numbers. Travelers Notes: Cancellations generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath its numbers. SurePath automatically accepts the carrier s numbers and returns the bond to its normal state even if there is a premium/commission discrepancy. SurePath Notes: Only renewable bonds can be cancelled. Non-renewable bonds must be closed. A revocation sends a Cancel Flat transaction to the Carrier Revoke LMS Notes: Revocations generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath the values that apply to the transaction. If the numbers match what is calculated by SurePath, the transaction is automatically accepted by SurePath and the bond is returned to its normal state. If the numbers do not match, the transaction is in an Accept with Changes status and is not final until the user reviews and accepts one of the two sets of numbers. Travelers Notes: Travelers does not support the revocation of term bonds. If the revocation is processed B2B it will reject and you may resolve it by selecting the remove bond from B2B option. Contact the carrier to notify them of the revocation so that it may be processed in their system as well. Revocation of renewable bonds generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath its numbers. SurePath automatically accepts the carrier s numbers and returns the bond to its normal state even if there is a premium/commission discrepancy. SurePath Notes: When you revoke a bond, the revocation date must = bond effective date. If the revoke rejects because the dates do not equal, go into Correct Rejection and make BOTH the Expiration Date and the Transaction Effective Date the bond effective date. Do not return the bond number to the bond number pool. Do not re-use the bond number from the revoked bond unless advised to do so by the Carrier.

17 Subsequent SurePath Transactions 13 Final Contract Audit and Close LMS Notes: You can only issue one Final Contract Audit per bond using B2B. You must contact the carrier if a second contract audit is required. Final Contract Audits that generate premium/commission changes generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath its numbers. If the numbers match what is calculated by SurePath, the transaction is automatically accepted by SurePath and the bond is returned to its normal state. If the numbers do not match, the transaction is in an Accept with Changes status and is not final until the user reviews and accepts one of the two sets of numbers. Travelers Notes: Final Contract Audits that generate premium/commission changes generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath its numbers. SurePath automatically accepts the carrier s numbers and returns the bond to its normal state even if there is a premium/commission discrepancy. Multiple Final Contract Audits are accepted. SurePath Notes: Auto Close is disabled on all B2B term bonds. The user must close the bond using Bid Results, Close Bond or Final Contract Audit. All bonds that require a final contract audit must be closed using the Final Contract Audit option. Do NOT close a bond using the Close Bond option and then process a Final Contract Audit. The Contract Completion Date updates the term expiration date. It defaults to the current date. It is recommended you enter the expiration date. SurePath does not restore the original expiration date if the expiration date is changed and the bond is re-opened. To restore the original expiration date you must do so using Edit Bond Information/Issue Rider. Do not process a mid-term overrun or underrun using the Final Contract Audit option because this closes the bond. Make mid-term changes using the Edit Bond Information/Issue Rider hyperlink. You cannot correct a rejected close transaction. If one is rejected turn the transaction or bond off B2B. Open / Reinstate LMS Notes: Reinstatements generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath its numbers. If the numbers match what is calculated by SurePath, the transaction is automatically accepted by SurePath and the bond is returned to its normal state. If the numbers do not match, the transaction is in an Accept with Changes status and is not final until the user reviews and accepts one of the two sets of numbers. Travelers Notes: Travelers does not support opening a closed bid bond. Turn the bond off B2B prior to processing this transaction. If you forget and it rejects remove the bond from B2B. Reinstatements generate an accept with changes response. The carrier ignores premium/commission calculated by SurePath and sends SurePath its numbers. SurePath automatically accepts the carrier s numbers and returns the bond to its normal state even if there is a premium/commission discrepancy. SurePath Notes: Only closed bonds can be opened; only cancelled bonds can be reinstated. You cannot correct a rejected open or reinstatement transaction. If one is rejected turn the transaction off B2B. Turning the transaction off instead of the bond allows for future B2B processing. Opening a closed final bond does not restore the original expiration date. Use Edit Bond Information/Issue Rider to restore the original expiration date.

18 Monitor Your Transaction Using the Bond Details Page 14 Monitor Your Transaction Using the Bond Details Page Bond Details Body Normal View Two columns display on the Bond Details page while the bond is in a Pending, Rejected or an unresolved Accept with Changes status (LMS only). This is referred to as an unresolved state. The Current Status column on the left is the bond in its current state; the state before submitting the change to the carrier. The B2B Submission column on the right is what the bond will look like once the transaction is accepted (the after state). The right-hand column highlights (in violet) the data elements that will change once the transaction is accepted. When the transaction is resolved, the B2B Submission column is eliminated and the Current Status column is updated to reflect data from the accepted B2B submission. When this occurs all SurePath reports are updated and the transaction is available for billing integration. You can print the Bond Details page while it s in a B2B status, however it will print the before state, the data that s in the Current Status column. To refresh the screen to obtain the latest status, click the Details button. This column is the bond in its current state This column is the bond after the B2B submission is accepted Violet data elements are those that will change when the transaction is accepted. Transaction History While the bond is in a Pending, Rejected or an unresolved Accept with Changes status (LMS only) you can see the current B2B transaction and B2B status in the Transaction History section of the Bond Details page. Once the transaction is resolved the Transaction History section reverts to its normal view.

19 Monitor Your Transaction Using the Bond Details Page 15 Unresolved View While in an unresolved state the following items display in Transaction History: The transaction that s being processed (i.e., Execution, Renewal). The B2B status. This is listed above the transaction to which it applies. Carriers Comments if the status is Rejected or Accept with Changes. If the status is rejected Carrier Comments displays the reason for rejection. For more information on rejection reasons refer to the Troubleshooting section of this manual or contact the carrier. If the status is Changes (Accept with Changes), Carrier Comments displays the carrier s premium/commission. Links to SurePath generated documents. Note these can be edited and printed while the transaction unresolved. In the following example the transaction is a renewal rejected because SurePath and the Carrier do not agree on the premium. Resolved View When the transaction is resolved the B2B status and carrier comments are removed from Transaction History. The B2B column indicates how the transaction was processed. If the B2B column is N Y Then. A transaction not processed B2B (i.e., not supported or B2B turned off) A transaction processed B2B whose final resolution is Accept (i.e., New Bond/Renewal) Y* A transaction processed B2B whose final resolution is Accept with Changes (i.e., Increase Riders). This is hyperlinked for quick access to the Audit Records screen.

20 Monitor Your Transaction Using the Bond Details Page 16 Audit Records The B2B Trading Partner Logs section of the Audit Records screen lists a history of all B2B activity on the selected bond. It s also useful for troubleshooting pending transactions. This screen can be accessed from the Audit Records button at the top of the bond details page. There are two versions of this screen, one for LMS and one for Travelers, and the variation is in the display of the Accept with Changes message. Travelers Audit Records Screen LMS Audit Records Screen How to Read the Audit Records Results If a transaction is not listed it s because the transaction was not a B2B transaction or it has not yet been sent to the carrier. Following is information on how to read the Audit Records screen. Column Name CarrierCode Trans Description Trans Original Date Sent Date Received Date Status Error Description Code for issuing carrier The name of the transaction that was or is being processed The date and time the transaction was created The date and time the transaction was sent to the carrier. If this is blank the transaction has not been sent. The date and time SurePath received the response from the carrier. If this is blank the carrier has not received or processed the transaction. The status of the transaction If *** and the status is not accepted contact IVT or the carrier for further assistance.

21 Monitor Your Transaction Using the Bond Details Page 17 Column Name Carrier Comments Travelers Version Description The message returned from the carrier. Accept with Changes messages include the following details: Carrier Comments: Displays the message from carrier which includes the carrier s premium and commission amounts for the transaction SurePath: Displays the amounts SurePath calculated for the transaction The Difference: Displays the difference between the carrier and SurePath (Travelers $ - SurePath $ = Difference) Carrier Comments LMS Safeco Version The message returned from the carrier including the carrier s premium and commission that is booked in their system.

22 Monitor Your Transaction Using the B2B Queues 18 Monitor Your Transaction Using the B2B Queues There are three queues to help you monitor the status of your bond. Like the request queue, they are easily accessed from the SurePath task bar located across the bottom of your screen. The queues show the following: Queue Name Pending Rejected Changes Description All bond records with a B2B transaction in pending status All bond records with a B2B transaction in rejected status All bond records with a B2B transaction in an accept with changes status where there is a variance in Carrier and SurePath values (LMS Only) Queues are formatted similar to the SurePath Transaction Report This lists the SurePath transaction type and B2B status Violet indicates the record is in a B2B

23 How to Resolve a Bond in a B2B Status (B2B Processing Options) 19 How to Resolve a Bond in a B2B Status (B2B Processing Options) Overview An unresolved transaction is one that is in one of the following states: Pending Rejected Accept with Changes where the carriers premium/commission does not match SurePath (LMS only). While in an unresolved state SurePath maintains the bond in the state it was in prior to submitting the transaction. This means that reports and Agency Management system integration will not be updated until the transaction is resolved. It is therefore important to monitor your B2B transactions for timely resolution and act on unresolved transactions that require user intervention (i.e., rejection). It is extremely important to maintain the synchronization and integrity of both systems. Please resolve transactions as stated below and do not remove a transaction or bond from B2B unless instructed to do so. The carrier must be notified if a transaction or bond is removed from B2B. The carrier must manually process the change for disabled transactions/bonds for the two systems to remain in sync. Out of sync systems will cause future transactions to be rejected. Pending A transaction is pending if the communication between SurePath and the carrier is incomplete. This can be determined from the Audit Records screen by reviewing the Sent Date and Received Date fields. Refer to Audit Records on page 16 for more information on the Audit Records screen. If sufficient time has passed and communication is not complete contact: IVT if there is no entry in the Sent Date field. The carrier is there is no entry in the Received Date field. A transaction is also pending if the carrier requires additional information before accepting or rejecting it. This can also be determined from the Audit Records screen by reviewing the Sent Date and Received Date fields. If there is an entry in both the Sent and Received Date fields the transaction has been sent and SurePath has received a response, but the carrier is not yet in a position to accept or reject so the transaction remains unresolved. For help contact the carrier. Warning: It is extremely important that you do not interrupt a pended transaction by removing it from B2B. A transaction is not final (accepted by both systems) until it is accepted; aborting this process severs communication and causes the systems to be out of sync. Rejected The carrier rejects the transaction when the two systems disagree. The error can be in SurePath or the carrier system and must be corrected for the transaction to be accepted. Options for correcting a rejection while maintaining B2B connectivity are listed below. B2B Processing Option Correct Rejection Re-send as is Use To correct an error in SurePath and re-send the transaction with the corrections to the carrier. The Correct Rejection screen is similar to the edit screen. Do NOT make changes other than those required to correct the rejection. If additional changes are required you may do so after the transaction is accepted. This option is used after the carrier has made a change to their system. Upon completion of that change the SurePath user selects Re-Send As Is to re-send the transaction without changes to the carrier. It is also used to re-send a transaction after correcting an incorrectly entered agency or client code in SurePath. Disabling B2B while in a rejected state severs the connection with the carrier and must be followed up with manual reporting to the carrier.

24 How to Resolve a Bond in a B2B Status (B2B Processing Options) 20 Accept With Changes This is an unresolved status only if on an LMS bond the carrier premium/commission differs from SurePath premium/commission. In most cases this is a result of rounding differences between the two systems. It is recommended that larger discrepancies be discussed with the carrier before resolving. An unresolved Accept with Changes transaction requires user intervention. The SurePath user must choose what they feel to be the correct premium/commission by selecting one of the following options: B2B Processing Option Accept Carrier Premium/Commission Accept SurePath Premium/Commission Use Accept the carrier s premium and commission into SurePath. These amounts are displayed in parenthesis for comparison with SurePath. Accept SurePath s premium and commission into SurePath. These amounts can be determined by comparing the premium/commission numbers in the two columns of the Bond Details page. The carrier must be notified when this option is selected to avoid accounting discrepancies. Using Non-B2B Processing Options to Resolve a Transaction There will be some cases where the only option is to use a non-b2b Processing option to resolve a bond. Common examples include: An excluded bond is processed B2B. The transaction is rejected. There is no B2B resolution because the transaction is not supported B2B. The bond must be removed from B2B Upload. A close transaction is rejected. There is no data collected in a close transaction and therefore nothing to correct. The transaction must be removed from B2B Upload. An open transaction is rejected. There is no data collected in an open transaction and therefore nothing to correct. The transaction must be removed from B2B Upload. A reinstatement is rejected. There is no data collected in a reinstatement transaction and therefore nothing to correct. The transaction must be removed from B2B Upload. A revocation of a term bond is rejected (Travelers only). This is an excluded transaction and has therefore has no B2B resolution. The bond must be removed from B2B Upload. A rejected B2B Sync. There is no data collected in a B2B Sync transaction and therefore nothing to correct. The transaction must be removed from B2B Upload. Except in the cases stated above the non-b2b options should be used sparingly as it severs the communication with the carrier. The carrier must be notified when a non-b2b options is used because the carrier must manually process the change for the two systems to remain in sync. Out of sync systems will cause future transactions to be rejected. It is also important to understand the difference between the two non-b2b processing options as each affects subsequent transactions differently. One allows for future B2B processing and the other does not. The non-b2b processing options are listed below: Non-B2B Processing Option Process transaction in SurePath and remove transaction from B2B Upload Process transaction in SurePath and remove bond from B2B Upload Use Disable B2B for the transaction but not the bond, allowing for future B2B processing. Report the transaction to the carrier manually. It s important to note that this option allows for the next transaction you do on the bond to be processed B2B. Disable B2B for the transaction and the bond preventing further B2B processing. Report the transaction to the carrier manually. It s important to note that this option prevents the next transaction from being processed B2B.

25 B2B Reports 21 B2B Reports Report Options There are three B2B reports located in the To Do Section of the Start Page. You can also use the normal Transaction Report if you configure it to report B2B activity. Report Name Acord Transaction Activity Acord Audit Report Acord Audit Statistics Transaction Report What it Does List all B2B activity for the selected time period and regardless of B2B status. This is a great report for monitoring the status; the Bond Details button is color coded to help you quickly identify unresolved activity. This report should be run at least daily to quickly identify and resolve transactions that are not immediately accepted. Once the report is run you can change the date or other report options by selecting View Report Layout. This report lists in a linear format the detail of all B2B transactions in the last 7 days and the current status of transaction. You can modify the contents (i.e., filter by client or change date range) or export to Excel using the View Report Layout hyperlink at the top of the screen. This report summarizes/quantifies the information available in the B2B Audit Report for the Last 7 Days. You can modify the contents (i.e., filter by client or change date range) or export to Excel using the View Report Layout hyperlink at the top of the screen. List all non-b2b activity and all resolved B2B activity for the selected time period. Once the report is run you can change the date or other report options by selecting View Report Layout. Acord Transaction Activity Report and Transaction Report New Report Filters Both reports have additional filters that can be configured. They are: Filter Name What it Does B2B Filter B2B Transaction Status Configure the report to show B2B only transactions, non-b2b transactions or all transactions. Configure the report to show B2B transactions of a specific status. To view only resolved B2B transactions remove the check mark from all three statuses.

26 B2B Reports 22 Bond Details Button on Report Output The Bond Details button is now color coded to help you quickly identify unresolved transactions. Button Color Violet Green Blue Definition Bond record has a transaction that is Pending, Rejected or Accept with Changes status Bond record is B2B but has no unresolved B2B transactions Bond is not B2B

27 Appendix A Prepare Existing Bonds for B2B Transactions 23 Appendix A - Prepare Existing Bonds for B2B Transactions Before You Begin A bond could be in several states when you re ready to process your first B2B transaction. The state dictates your first step. If bond is 1 New and not in the carrier system or SurePath 2 Existing and already in carrier system and SurePath 3 Existing and in the carrier system, but never entered into SurePath Then Execute the bond. Review bond data with carrier to identify discrepancies. Examples of data that will cause a transaction to reject if out of sync are renewal method, state of obligation (rating state), term dates and bond amount. Turn on (enable) B2B. Any of the following: B2B Sync to verify data in sync with the carrier, Edit Bond Information/Issue Rider to correct out of sync data or process your first B2B transaction. Execute the bond and check mark as uploaded using the instructions below entitled Execute a Bond and Mark as Uploaded. B2B Sync to verify data in sync with the carrier or process your first B2B transaction. Execute the Bond and Mark as Uploaded Follow these instructions if the bond exists in the carrier system but not in SurePath. 1. Load the bond in its CURRENT state through execution (i.e., the current term). 2. In the Options section of the Basic Information screen check the Mark as Uploaded bond option. If you forget to do this the bond will be sent to the carrier system as a new bond and be rejected for duplicate bond number.