Broker Online User Guide

Broker Online User Guide

Index 1 What is Broker Online?...3 1.1 Overview...3 1.2 Products Available...3 1.3 Glossary of Terms...3 1.4 Advantages of using Broker Online...4 2 Log in Processes...5 2.1 Broker Online Login...5 2.2 Registering a Broker Online Administrator, Underwriters and Accounts...5 2.3 Administrator Functions...6 2.4 How to unlock an Account...6 2.5 Forgotten Password...6 2.6 Change of Password...7 3 Quotes and New business...8 3.1 Completing a New Quote / Issue of New Business...8 3.2 Validity of Quotes...8 4 Printing Documents...9 4.1 Printing Duplicate Documents... 12 5 Online Payment... 13 5.1 Account reconciliation... 13 6 Processing an Adjustment... 14 7 Motor Insurance Database (MID) Updates... 15 7.1 Add New Vehicle... 16 7.2 Trade Plates... 17 7.3 Amend Vehicle Details... 18 7.4 Sold Vehicles... 19 8 Broker Online Renewal Options... 20 8.1 Motor trade Renewals... 20 9 Processing a Cancellation... 21 10 Useful Information... 22 10.1 Ordering Stationery... 22 10.2 Downloading Literature... 22 10.3 Secure up load... 23 11 BOS+... 24 2

1 What is Broker Online? 1.1 Overview Broker Online is Covéa Insurance s electronic trading facility. Broker Online allows you to obtain instant quotes and issue policies in your office with point of sale documents. The policy may also be serviced online throughout its lifetime including full cycle adjustments and renewals for all business originally placed online. 1.2 Products Available The following products are available via Broker Online: Master Tradesman Plus Shops Motor Trade Road Risks Motor Trade Internal Risks Motor Breakdown Offices & Surgeries Commercial Property Owners Residential Property Owners 1.3 Glossary of Terms Term Account Accounts Active Administrator Full Cycle Locked Out Logged In Quote (Full) Quote (Quick) Underwriter Meaning Individual record set up to identify a User or Administrator, relates to the individual user name and password an individual is provided with. An individual who has been granted a valid log in by the Administrator who has the facilities to reconcile your accounts. Denotes that a User / Administrator account has facilities to access / use Broker Online. Initial account set up to add further users and maintain accounts. Each agent can only have one current Administrator however Admin duties may also be re-allocated to another user if required. Denotes that a policy may be issued / serviced from start to finish via Broker Online including adjustment / renewal / cancellation. Denotes that a User has entered their password incorrectly three times and as a result they have been locked out of their account. Denotes that a user is currently logged into Broker Online or may have exited the website without logging out. A quote covering all Underwriting Criteria / confirming acceptance or decline of a risk. May be saved, printed or issued and are valid for 30 days. A quote based on a reduced question set. Indicative only does not confirm acceptance of a risk available for Motor Trade Road Risks and Commercial Property Owners only. An individual who has been granted a valid log in by the Administrator who has facilities to use Broker Online for new business quotes, adjustments, renewals, cancellations etc. 3

1.4 Advantages of using Broker Online Instant Cover* Guaranteed premiums Prices and acceptance instantly accessed Statement of fact means there is no need to wait for a return proposal Easy access to all policy documentation and information at point of sale* Full cycle capability for all business originally placed online* Greater security for client data Online accounts reconciliation Variable commission for Master Tradesman on New Business and Renewals Secure data upload *Excluding Commercial Property Owners 4

2 Login Processes 2.1 Broker Online Log In To access Broker Online navigate to the Covéa Insurance website homepage at the following address: www.coveainsurance.co.uk From the homepage select Visit Broker Online to navigate to the log in page At the log in page you will be asked to input your agency number, username and password NB. The password will be your office postcode when logging in for the first time 2.2 Registering Broker Online Administrator, Underwriters and Accounts The first time your agency uses Broker Online you need to set up an administrator account. An administrator is responsible for adding underwriters and occasionally maintaining the users account. Once all details have been submitted you will receive a confirmation email detailing your user name and password for your Administrator Account. Having created an Administrator Account you will need to set up Underwriter Accounts for all of the staff who will use Broker Online for Quotes, New Business, Adjustments, Renewals and Cancellations. To do so select My Account > Manage User Accounts from the menu Select Add Account and complete the required information Click Create Account and the new underwriter will appear in the account list. The underwriter account is now ready for use and the new underwriter will receive email confirmation including their registration details. Repeat the process for all underwriters. An administrator can also set up an account for those who reconcile the accounts on Broker Online (known as Accounts); this is the same process as above. 5

2.3 Administrator Functions By navigating to the Manage User Accounts section of broker online an Administrator may carry out the following functions by ticking / un-ticking the relevant checkbox: Checkbox Admin Underwriter Accounts Active Function Allocate Administrator duties to another Broker Online User Allow the User access to the quote engines Allow the User access to the account reconciliation software (where applicable)* By un-ticking this box, the selected User will be prevented from using Broker Online. To view all inactive accounts select View All above the user list Locked Out Users will be locked out if a password is entered incorrectly 3 times. Un-ticking this box will allow the User access to Broker Online again Logged In Edit Reset Password This box will be automatically ticked when a User is logged in. If a User closes their browser window without logging out, the session will remain active and they will not be able to log back in until the session expires (approx 20 minutes) or the Administrator un-ticks this box Allows the Administrator to amend the personal details of the User Allows the Administrator to reset the Users password to default i.e. the agency postcode An Administrator can also allocate Underwriter facilities or Accounts facilities for themselves by selecting the appropriate checkbox next to their name. N.B. There can only be one Admin account per agency. *See section 10.4 Account reconciliation 2.4 How to unlock an Account A user account may only be unlocked by an administrator. In order to do so log in under an administrator account and click My Account > Manage User Accounts This will present the Manage User Accounts Screen. If a user has been locked out there will be a tick under the Locked Out column against their name: Uncheck this tick to unlock the account and allow the User access to Broker Online again. See section 2.3 for further Administrator functions. 2.5 Forgotten Password If an Administrator or User has forgotten their password there is a function for the password to be sent to their registered email address Navigate to the Broker Online login page and click the Forgotten Password icon Enter Agency Number and Username as directed and click the Forgotten Password icon The password will be sent to the registered email address 6

2.6 Change of Password In order to change your password, when logged in select My Account > Change Your Password At the Change Your Password screen enter your old and new password details as instructed Click Change Password to complete the amendment The new password must be a minimum 8 and maximum 20 characters long, and have at least one lowercase letter, one uppercase letter and one number.. 7

3 Quotes and New business 3.1 Completing a New Quote / Issue of New Business A new quote only may be processed for all available Broker Online products other than Motor Breakdown by clicking Policy Facilities > **Pick Relevant Product** > Full Quote > New Quote The Motor Breakdown product follows set pricing rules based on level of cover rather than individual risk details therefore a quote facility is not required. The New Policy option may be used to check vehicle acceptance and issue a new policy. Each quote engine follows a specific question set dependent on the product in question. Complete all required information in the relevant fields. The system will indicate if further underwriting consideration is required by instructing you to make a referral. If all relevant information is not completed or a referral is required and you attempt to continue with the quote, a further error message will be presented. Having completed all of the required information you will be presented with a quote summary. Each quote is allocated a unique identifying reference number. At the bottom of the quote summary page you are given the option to Delete Quote, Save and Exit *, Print Quote or Next Page depending on their requirements. Clicking Next Page will complete the online hold cover request. *See section 3.2 re validity of quotes. In order to access, amend, continue or delete a saved quote click Policy Facilities > **Pick Relevant Product** > Full Quote > Outstanding Quotes A list of outstanding quotes will be presented and different options available via a drop down menu. 3.2 Validity of Quotes The Motor Trade Road Risks and Commercial Property Owners quote engines have a Quick Quote facility based on a reduced question set. Quick quotes are indicative only and do not confirm acceptance. In order to obtain full acceptance criteria you will be directed to carry out a full quote or refer to the relevant Underwriting Guide. Full Quote and immediate issue of a new policy is available for the following products: Shops Offices and Surgeries Residential Property Owners Master Tradesman Plus Motor Trade Road Risks Motor Trade Internal Risks Motor Breakdown Full quotes may be saved, printed or issued. Full quotes are saved automatically even if the user logs out halfway through the quote process. Quotes are saved for 30 days in the Outstanding Quote Section and may be viewed, continued or deleted at any point during this period. A Quote and Hold Cover option is available for the Commercial Property Owners product. Cover is issued on Broker Online, the policy shows on Covéa Insurance s system overnight and policy documents are sent to you in the post. 8

4 Printing Documents After completing the quote process and issuing the policy the user will be given the option to access the policy documents. Dependent on the type of policy / transaction the following documents will be made available: Schedule Certificate of Insurance Direct Debit Instruction Renewal Invitation Renewal Confirmation Statement of Fact Cancellation Schedule Documents may be downloaded or emailed in PDF format for viewing / printing. You must have Adobe Acrobat in order to download the policy documents. This programme may be downloaded for free at www.adobe.com. You may experience difficulties in accessing the PDF files due to your personal internet browser settings. The following solutions to this issue are relevant to the Microsoft web browser Internet Explorer: Download documents from Internet Explorer Open the Tools menu and click Internet Options 9

Click on Security tab and Click on Custom Level button Scroll to Downloads Select enable for File Downloads Click Ok button twice Re-attempt document download / print. 10

To allow pop up s Open the Tools menu Select Pop-up Blocker > Pop-up Blocker Settings An options box will appear Enter www.coveainsurance.co.uk into the Allowed Addresses field Click Add and close the options box. Re-attempt document download / print. If you are still experiencing difficulties pressing and holding down the ctrl key while pressing the view / print button may also resolve the issue. 11

4.1 Printing Duplicate Documents The option is available to re-print documents on any Broker Online policy*. This function is available Policy Facilities > **Pick Relevant Product** > View Policy Detail you will need to search for the policy in question, select go and then the Generate Documents this will take you to the document printing screen as above. * See section 1.2 re which policies can be amended online? 12

5 Online Payment The Online Payment option may be used to make a payment, view outstanding payments, or view completed payments. If you have accounts permissions there will be a further option for Account Reconciliation (See section 5.1). In order to make a payment click Online Payment > Make Payment. This will present the payment screen. Complete all required fields. Click submit to confirm the payment On completion of the form a reference number is provided, this is not confirmation that payment has been authorised. It may take up to 2 working days to notify any errors or declined payments. The Outstanding Payments option allows you to view all of the credit / debit card payments that have been made online by your agency but have not yet been processed. In order to access this program click Online Payment > Outstanding Payments. Follow the on screen instructions to view the outstanding payment details. The Completed Payments option allows users to view all the credit / debit card payments processed by an agency in the previous 90 days. In order to access this program click Online Payment > Completed Payments. Follow the on screen instructions to view the completed payment details. 5.1 Account reconciliation A user can be given Accounts access by an administrator, this gives access to the accounts reconciliation software - a specific user guide is available online for this software. If the option to give a user Accounts access is unavailable you will need to contact your Covéa Insurance accounts contact to amend your agency settings. In order to access the account reconciliation software click Online Payment > Account Reconciliation from here you will be able to access the following: Current statement Historic statement Help facility which contains FAQ s and a copy of the user guide Account reconciliation gives you the facilities to reconcile your account, make payments and raise queries against specific policies. 13

6 Processing an Adjustment In order to process an adjustment on an existing policy click Policy Facilities > **Pick Relevant Product** > Adjustments Pick the relevant criteria that you wish to search under and enter the relevant details, for example policy number, and click search. Having located the correct policy, follow the onscreen instructions to carry out the necessary adjustments to the risk details and submit the change. Options are available via a drop down menu to view / adjust the policy as required. You may also delete the adjustment. Should the adjustment be saved at any stage, by selecting save and exit at the bottom of the page, when returning to complete the adjustment you will need to follow the process as above and select the Continue Adj option. 14

7 Motor Insurance Database (MID) Updates In order to access the MID section of Broker Online click Policy Facilities > Motor Trade Road Risks > MID Select broker below to enter the MID screens. To search for the policy you will need to enter the policy number, surname and postcode of the client. Your agency number will automatically update as below. Select next to proceed to the next page. *Please note if you hit enter on the keyboard it will return you to the previous page. The current list of vehicles on the client s policy will be shown, including the make and model of the vehicle where applicable. 15

The current vehicle list can either be printed or emailed by selecting the corresponding box above. If you request to email the list a pop up box will appear as below for your email address to be entered, select ok for the list to be sent to the requested email address. 7.1 Add New Vehicle New vehicles can be added by selecting the Add New Vehicle button creating additional questions at the bottom of the MID page as below The vehicle registration needs to be entered in with no spaces, so for example if the vehicle registration is AA01 AAA this needs to be entered as AA01AAA. 16

The type of vehicle must be selected as either Private Car or Panel Van or Pick Up, if this question is left unanswered you will be unable to proceed. The make and model of the vehicle needs to be included by selecting the drop down boxes. Any vehicle added will need to meet the criteria of the policy. Only vehicles which are acceptable to us will appear in the drop down list. The date the vehicle is to be added from is entered in the Date to be added box in the following format DDMMYYYY. Finally the declaration Is the vehicle owned by the policyholder or spouse of the policyholder (if they are named on the policy)? must be answered before submitting the vehicle details. Select Submit Vehicle Details to update the policy. You will see that the new vehicle will now be included on the vehicle list. 7.2 Trade Plates Trade plates are also added from this screen, as below they are marked Y in the Trade Plate box and there are no make or model details. To add new trade plates select Add New Vehicle which will bring up the same screen as when adding a vehicle as below 17

If you are adding a trade plate, tick the box next to Is this a Trade Plate? The Type of Vehicle, Make, Model and Is the vehicle owned by the policyholder or spouse of the policyholder (if they are named on the policy)? questions will now be blanked out. Enter the date the trade plate is to be added and select Submit Vehicle Details 7.3 Amend Vehicle Details Details of existing vehicles can also be amended, for example to correct the make and model or the date added. This function does not apply to Trade Plates. Select Amend next to the vehicle that needs to be amended to update the details. Additional questions will appear at the bottom of the page similar to when adding a vehicle; however the existing details will be pre-filled. To amend the vehicle details replace the information to be amended and select Update Vehicle Details. 18

7.4 Sold Vehicles When a vehicle has been sold the system needs to be updated so the registration is removed from the MID. Select Sold next to the vehicle that has been sold to remove from the MID. A pop up box will appear, enter the date the vehicle was sold as DDMMYYYY and select Ok to update the vehicle list. 19

8 Broker Online Renewal Options Broker Online allows you to manage renewals via three options 1. Renewals Due 2. Confirmed Renewals 3. Lapsed Renewals The renewals due option presents you with the option to view, renew, lapse or adjust* the policy as required. *Renewal adjustment facility is not available on the Motor Breakdown product. Please call Covéa Insurance on 0844 902 1000 for assistance The Confirmed Renewals option allows you to view a list of renewals that have been confirmed. The Lapsed Renewals option allows you to view a list of renewals that have been lapsed. 8.1 Motor trade Renewals The renewal process for Motor Trade Road Risks and MotorServ is different from the other products. The process is as follows: All Motor Trade Road Risks and MotorServ renewals will be sent manual invitation documents and a 14 day temporary certificate; the renewal will have to be confirmed on Broker Online, prior to or on the renewal date. If it is not confirmed the policy will auto-lapse. Renewals for these products can also be lapsed online. Renewals can still be confirmed on Broker Online even if your online motor trade facilities have been withdrawn. Cases that are on the Covéa Insurance direct debit scheme will automatically renew and you will be sent the full policy documents with the invitation. When a renewal is confirmed for a Broker Online full cycle policy the documents will be available online for you to print. All manual policies, MotorServ policies and those set up on the old online system will be sent manual documents automatically when the renewal is confirmed. If you are unable to confirm the renewal of, or lapse a policy online, then email mtrenewals@coveainsurance.co.uk 20

9 Processing a Cancellation In order to process a cancellation on an existing policy click Policy Facilities > **Pick Relevant Product** > Cancellations Pick the relevant criteria that you wish to search under and enter the relevant details e.g. Policy Number and click submit. Having located the correct policy click Go to enter the cancellation program. Enter the relevant effective date for the cancellation. Click Next to continue and confirm the cancellation. 21

10 Useful Information The Useful Information section of Broker Online contains various functions, user guides and documents to assist you in processing business via Broker Online as follows: Program / Document Order Stationery Product Literature Online Services Broker Support Details Allows you to order Stationery via a web form. See section 10.1 Allows you to view and download Policy Wordings, Policy Summaries and other literature for all Covéa Insurance products (including non-broker Online products such as Private Car / Household). Contains: - Submit secure data see section 10.3 - Quotes user guide - covers FAQ s in relation to the quote and hold cover and full cycle facilities - Instalments contains an application form and FAQ s - Accounts reconciliation contains information and a guide regarding accounts reconciliation. - ELTO broker guide contains information regarding employees reference numbers Contains a number of documents that may be useful to our brokers. Complaints Procedure Full details of the Covéa Insurance complaints procedure. Covéa Insurance News Contains copies of Covéa Insurance newsletters, product and E-Trading updates. Frequently Asked Questions Frequently Asked Questions with regards to Administrator functions, User Accounts, Passwords and useful telephone numbers. 10.1 Ordering Stationery To order stationary select Useful Information and click Order Stationery The agency number field will be automatically populated > you must enter your office postcode in the Postcode field Input the Stationery requirements and click Submit to complete the order Click Reset to clear the form and start again 10.2 Downloading Literature To download Stationery select Useful Information > Product Literature > and then select the relevant class of business Click on the required document to download it in PDF format. You must have Adobe Acrobat in order to download the policy documents. This programme may be downloaded for free at www.adobe.com. 22

10.3 Secure Upload To upload/send information to Covéa Insurance securely select Useful information > Online Services > Submit Secure Data. This form allows secure information such as risk presentations, copy documentation for example driving licences/proof of NCD and account information to be sent to selected email inbox s within Covéa Insurance to be dealt with by the appropriate department. 23

11 BOS+ We have teamed up with iprism to launch BOS+ which gives you access to comparative quotes on a wide range of products, with a single sign on, straight from your normal Broker Online log in. Our aim is to give you access to all the commercial products you need for your clients requirements through one website, Broker Online. To access BOS+ you will need to have both a Covéa Insurance & iprism agency number. The facility to quote using BOS + is available when logging into Broker Online in the usual way* *see section 2.1 for Broker Online log in When logged into Broker Online select the BOS + option to take the broker into this section of the website. If you have an iprism agency already this will be linked to your Covéa Insurance agency details so you do not have to log in again. You can perform full cycle facilities from the BOS + homepage including renewals, adjustments, cancellations and accounts. Documents are also available from BOS + for these transactions. 24

The products available on BOS + are: Beauty Salons & Hairdressers Restaurants, Pubs & Wine Bars Homeworking Professionals Offices Teachers & Tutors Surgeries Professional Indemnity Small Manufacturers Directors & Officers Residential Property Owners Shops, Cafés & Retailers Commercial Property Owners Wholesalers Mid High & Ultra Net Worth Household Internet Traders If you do not have an iprism agency you will see the screen below: You will then be able to apply for an iprism agency from this screen. Once you have been approved for an iprism agency your Covéa Insurance & iprism agencies will be linked and you will have access to BOS+ within 24 hours. 25