a guide to the personal lines application - broker portal guide... · 4 a guide to navigating the...

A Guide to the Personal Lines Application -

Broker Portal

May 2015

2

A Guide to Navigating the Broker Portal May 2015

Table of Contents Table of Contents ...................................................................................................................................................... 2

Abbreviations and acronyms................................................................................................................................... 11

About this guide ...................................................................................................................................................... 11

Getting Started ........................................................................................................................................................ 12

Logging into AvivaPartner.ca .............................................................................................................................. 12

System Requirements ......................................................................................................................................... 12

Time Out .............................................................................................................................................................. 12

Profile Set-Up ...................................................................................................................................................... 13

Aviva Avantage Links ........................................................................................................................................... 13

Aviva Partner Password .......................................................................................................................................... 15

Forgotten Password/Account Reactivation ........................................................................................................ 15

Expired Password ................................................................................................................................................ 16

Navigating within the Broker Portal ........................................................................................................................ 17

Multiple Sessions ................................................................................................................................................ 17

Navigational Tips ................................................................................................................................................. 18

Help ......................................................................................................................................................................... 19

Help Index ........................................................................................................................................................... 20

Hyperlinks within Help ........................................................................................................................................ 20

Quote ...................................................................................................................................................................... 21

Creating a New Quote ......................................................................................................................................... 21

Search Results ..................................................................................................................................................... 22

Client Details ....................................................................................................................................................... 23

Policy Selection ................................................................................................................................................... 23

Overview of New Business Quote ....................................................................................................................... 24

Messages ............................................................................................................................................................. 25

Confirmation ....................................................................................................................................................... 27

Converting a Quote to New Business .................................................................................................................. 27

Client View .......................................................................................................................................................... 28

Policy Selection ................................................................................................................................................... 28

General Information ............................................................................................................................................ 29

Quote Search Results .......................................................................................................................................... 30

New Business Direct Entry - Client .......................................................................................................................... 31

Creating a Client .................................................................................................................................................. 31

Client Entry .......................................................................................................................................................... 32

Additional Addresses ........................................................................................................................................... 33

3


Bank Details ......................................................................................................................................................... 33

Confirmation ....................................................................................................................................................... 34

Associated Client List ........................................................................................................................................... 34

New Business Direct Entry Automobile ................................................................................................................ 35

Creating a New Policy.......................................................................................................................................... 35

Customer Consent ............................................................................................................................................... 36

Guidelines & Tips for Entering Personal Information ......................................................................................... 37


Portfolio Transfer ................................................................................................................................................ 39

Drivers ................................................................................................................................................................. 39

Ontario Drivers .................................................................................................................................................... 40

Alberta Drivers .................................................................................................................................................... 40

MVR Request (Ontario / Atlantic / West) ........................................................................................................... 41

Updating the MVR (Ontario / Atlantic / West) ................................................................................................... 42

Convictions and MVR Details .............................................................................................................................. 43

Claims .................................................................................................................................................................. 44

Alberta Claims .................................................................................................................................................. 45

Quebec - Claims................................................................................................................................................... 45

Vehicle Risk Selection .......................................................................................................................................... 46

Vehicles ............................................................................................................................................................... 46

Vehicle Identification Number ............................................................................................................................ 47

Interested Party .................................................................................................................................................. 48

Lienholder ........................................................................................................................................................... 48

Leasing Company ................................................................................................................................................ 49

Coverages ........................................................................................................................................................... 49

Endorsements ..................................................................................................................................................... 50

Discounts ............................................................................................................................................................. 51

Driver Allocation .................................................................................................................................................. 52

Billing Details ....................................................................................................................................................... 54

Messages ............................................................................................................................................................. 55

Rating Summary .................................................................................................................................................. 57

Billing Summary ................................................................................................................................................... 58

Confirmation ....................................................................................................................................................... 59

Letters Additional Information ............................................................................................................................ 59

Completing or Saving the New Business transaction .......................................................................................... 59

4


New Business Direct Entry Recreational Vehicles ................................................................................................ 60

Overview ............................................................................................................................................................. 60

Coverages ............................................................................................................................................................ 61

Endorsements ..................................................................................................................................................... 62

Motorcycles Ontario & Alberta ........................................................................................................................ 63

New Business Direct Entry Property ..................................................................................................................... 66

Creating a New Policy.......................................................................................................................................... 66

Customer Consent ............................................................................................................................................... 67

Guidelines & Tips for Entering Personal Information ......................................................................................... 68


General Information - Quebec ............................................................................................................................ 70

Portfolio Transfer ................................................................................................................................................ 70

Risk Selection ...................................................................................................................................................... 71

Property Details................................................................................................................................................... 72

Claims .................................................................................................................................................................. 73

Interested Party .................................................................................................................................................. 74

Coverages ............................................................................................................................................................ 75

Additional Coverages .......................................................................................................................................... 76

Billing Details ....................................................................................................................................................... 77

Messages ............................................................................................................................................................. 78

Rating Summary .................................................................................................................................................. 80

Billing Summary ................................................................................................................................................... 81

Confirmation ....................................................................................................................................................... 82

Letters Additional Information ............................................................................................................................ 82

Completing or Saving the New Business transaction .......................................................................................... 82

New Business Direct Entry - Personal Articles Coverage ........................................................................................ 83

Risk Selection ...................................................................................................................................................... 83

Schedule Type ..................................................................................................................................................... 83

Personal Article Coverage ................................................................................................................................... 84

New Business Direct Entry - Boat, Motors & Accessories ....................................................................................... 85

Boat and Accessories Coverage .......................................................................................................................... 85

Premium Override ................................................................................................................................................... 86

Applying Premium Override ................................................................................................................................ 86

Policy Notes Documentation................................................................................................................................... 88

Creating a Policy Note ......................................................................................................................................... 89

5


Quote & New Business ........................................................................................................................................ 89

Inquiry & Policy Change ...................................................................................................................................... 90

Viewing Notes ..................................................................................................................................................... 90

Viewing details of a Policy Note .......................................................................................................................... 91

Quote & New Business ........................................................................................................................................ 91

Inquiry & Policy Change ...................................................................................................................................... 91

Updating a Policy Note ........................................................................................................................................ 92

Copy Note ............................................................................................................................................................ 92

Designated Subject Titles Per Policy ................................................................................................................ 93

Customer Contact Documentation ..................................................................................................................... 95

Underwriting Reports Criteria ............................................................................................................................. 96

Documents Retention and Notes Criteria ........................................................................................................ 96

List of Conditions ............................................................................................................................................... 100

Automobile ........................................................................................................................................................ 100

Property ............................................................................................................................................................ 101

Credit Card Payment ............................................................................................................................................. 102

Credit Card Payments during new business ...................................................................................................... 103

Credit Card Payments during policy inquiry ...................................................................................................... 103

Cancelled Policies .............................................................................................................................................. 104

Reinstatements ................................................................................................................................................. 104

Credit Card Payments ........................................................................................................................................ 105

Credit Card Security Code ................................................................................................................................. 107

Credit Card Transaction Response .................................................................................................................... 107

Credit Card Payment - Reversals ....................................................................................................................... 108

Message Catalogue ........................................................................................................................................... 110

Lists ........................................................................................................................................................................ 113

List Menu ........................................................................................................................................................... 113

List Search ......................................................................................................................................................... 114

Renewal Suspended List .................................................................................................................................... 115

User Suspended List .......................................................................................................................................... 116

Pending Cancellation List .................................................................................................................................. 116

Work In Progress ................................................................................................................................................... 117

Saving Transactions ........................................................................................................................................... 117

Retrieving Saved Transactions .......................................................................................................................... 118

Search Results ................................................................................................................................................... 118

6


User Self Management ...................................................................................................................................... 119

Request Functionality............................................................................................................................................ 120

Underwriting Escalation Recipient .................................................................................................................... 120

Creating a Request ............................................................................................................................................ 121

Search Request .................................................................................................................................................. 123

Request Details ................................................................................................................................................. 126

Update Requests ............................................................................................................................................... 126

Inquiry Client & Policy ........................................................................................................................................ 128

Client/Policy Search .......................................................................................................................................... 128

Search by Specific Company/Branch ................................................................................................................. 128

Searching by All Companies/Branches .............................................................................................................. 129

Client/Policy Search Results .............................................................................................................................. 130

Client View ........................................................................................................................................................ 131

Client Policy List................................................................................................................................................. 132

Policy Inquiry - Automobile ................................................................................................................................... 133

General Information .......................................................................................................................................... 133

Drivers ............................................................................................................................................................... 134

Driver Details ..................................................................................................................................................... 134

MVR Request ..................................................................................................................................................... 134

Conviction and MVR Details .............................................................................................................................. 135

Claims ................................................................................................................................................................ 135

Vehicles ............................................................................................................................................................. 136

Vehicle Details ................................................................................................................................................... 136

Rating Summary ................................................................................................................................................ 137

Endorsement Summary ..................................................................................................................................... 137

Policy History ..................................................................................................................................................... 138

Policy Inquiry Property ....................................................................................................................................... 139


Risks ................................................................................................................................................................... 140

Property Details................................................................................................................................................. 140

Interested Party ................................................................................................................................................ 141

Claims ................................................................................................................................................................ 141

Claim Details ...................................................................................................................................................... 141

Rating Summary ................................................................................................................................................ 142

Endorsement Summary ..................................................................................................................................... 142

7


Policy History ..................................................................................................................................................... 143

DocXpress Inquiry ................................................................................................................................................. 144

Overview ........................................................................................................................................................... 144

Policy Inquiry ..................................................................................................................................................... 144

Policy Amendment ............................................................................................................................................ 145

Client Amendment ................................................................................................................................................ 146

Amending Client Details .................................................................................................................................... 146

Client Name ....................................................................................................................................................... 146

Legal Address .................................................................................................................................................... 147

Additional Information ...................................................................................................................................... 148

Additional Addresses ......................................................................................................................................... 148

Bank Details ....................................................................................................................................................... 149

Criteria for Changing Instalment Date .............................................................................................................. 150

Billing Changes .................................................................................................................................................. 150

Completing a Client Amendment ...................................................................................................................... 150

Associating a Client ........................................................................................................................................... 151

Amendment/Rewrite Getting Started ................................................................................................................ 152

Before You Start ................................................................................................................................................ 152

Amendment Codes ............................................................................................................................................ 153

Processing an Amendment/Rewrite ................................................................................................................. 154

Messaging ......................................................................................................................................................... 155

Amendment/Rewrite Automobile ..................................................................................................................... 156


Adding Drivers ................................................................................................................................................... 156

Removing Drivers .............................................................................................................................................. 157

Vehicles ............................................................................................................................................................. 157

Removing Vehicles ............................................................................................................................................ 158

Coverages ......................................................................................................................................................... 158

Driver Allocation ................................................................................................................................................ 158

Messages ........................................................................................................................................................... 159

Rating Summary ................................................................................................................................................ 160

Billing Summary ................................................................................................................................................. 160

Confirmation ..................................................................................................................................................... 161

Completing a Transaction ................................................................................................................................. 161

Cancelling a Transaction ................................................................................................................................... 162

8


Amendment/Rewrite Property .......................................................................................................................... 163


Selecting a Risk .................................................................................................................................................. 163

Removing a Risk ................................................................................................................................................ 163

Changing Risk Types .......................................................................................................................................... 164

Coverages .......................................................................................................................................................... 164

Messages ........................................................................................................................................................... 165

Rating Summary ................................................................................................................................................ 166

Billing Summary ................................................................................................................................................. 166

Confirmation ..................................................................................................................................................... 167

Completing a Transaction ................................................................................................................................. 167

Cancelling a Transaction ................................................................................................................................... 168

Amendment/Rewrite Quote ................................................................................................................................. 169

Features ............................................................................................................................................................. 169

Starting an Amendment Quote ......................................................................................................................... 170


Converting and Completing an Amendment Quote ......................................................................................... 171

Effective Dates .................................................................................................................................................. 171

Special Amendments ............................................................................................................................................. 172

Identifying Two Term vs. Out of Sequence Transactions .................................................................................. 172

Two Term Policy Amendment Transactions ..................................................................................................... 172

Property - Two Term Policy Amendment Transactions .................................................................................... 173

Multiple Transactions Same Effective & Transaction Date ............................................................................ 173

Out of Sequence Policy Amendment Transactions ........................................................................................... 174

Renewals ............................................................................................................................................................... 175

Renewal Process................................................................................................................................................ 175

Suspended Renewals ........................................................................................................................................ 175

Issuing a Suspended Renewal ........................................................................................................................... 176

Cancellations ......................................................................................................................................................... 177

Cancellation Type .............................................................................................................................................. 177

Cancellation Reason .......................................................................................................................................... 177

Cancellation Method & Date............................................................................................................................. 177

Processing a Cancellation .................................................................................................................................. 178

Two Term Cancellation Transactions ................................................................................................................ 178

Reinstatements ..................................................................................................................................................... 180

9


Processing the Reinstatement .......................................................................................................................... 180

Billing Summary Credit Card Processing ........................................................................................................ 180

Two Term Reinstatement Transactions ............................................................................................................ 180

Reference Material................................................................................................................................................ 181

Plan/Form Summary ......................................................................................................................................... 181

Alberta Aviva .................................................................................................................................................. 182

Alberta Traders ............................................................................................................................................... 183

British Columbia Aviva.................................................................................................................................... 184

British Columbia Traders ................................................................................................................................ 185

Manitoba Aviva .............................................................................................................................................. 186

Manitoba Aviva Continued ............................................................................................................................. 187

Manitoba Traders ........................................................................................................................................... 188

Manitoba Traders - Continued ....................................................................................................................... 189

New Brunswick - Aviva ...................................................................................................................................... 190

New Brunswick Traders .................................................................................................................................. 191

Newfoundland Aviva ...................................................................................................................................... 192

Newfoundland - Traders ................................................................................................................................... 193

Northwest Territories Aviva ........................................................................................................................... 194

Northwest Territories Traders ........................................................................................................................ 195

Nova Scotia Aviva ........................................................................................................................................... 196

Nova Scotia Traders........................................................................................................................................ 197

Ontario Aviva .................................................................................................................................................. 198

Ontario Scottish & York .................................................................................................................................. 199

Ontario Traders .............................................................................................................................................. 200

PEI Aviva ......................................................................................................................................................... 201

PEI Traders ...................................................................................................................................................... 202

Quebec Aviva .................................................................................................................................................. 203

Quebec Aviva - Continued .............................................................................................................................. 204

Quebec Traders .............................................................................................................................................. 205

Quebec Traders - Continued .......................................................................................................................... 206

Saskatchewan Aviva ....................................................................................................................................... 207

Saskatchewan Aviva - Continued ................................................................................................................... 208

Saskatchewan Traders .................................................................................................................................... 209

Saskatchewan Traders - Continued ................................................................................................................ 210

Yukon Aviva .................................................................................................................................................... 211

10


Yukon Traders ................................................................................................................................................. 212

Reference Material................................................................................................................................................ 213

Scheduled Articles ................................................................................................................................................. 213

Alberta Aviva .................................................................................................................................................. 214

Alberta Traders ............................................................................................................................................... 217

British Columbia Aviva.................................................................................................................................... 220

British Columbia Traders ................................................................................................................................ 223

Manitoba Aviva .............................................................................................................................................. 226

Manitoba Traders ........................................................................................................................................... 229

New Brunswick Aviva ..................................................................................................................................... 232

New Brunswick Traders .................................................................................................................................. 235

Newfoundland Aviva ...................................................................................................................................... 238

Newfoundland Traders ................................................................................................................................... 241

Northwest Territories Aviva ........................................................................................................................... 244

Northwest Territories Traders ........................................................................................................................ 247

Nova Scotia Aviva ........................................................................................................................................... 250

Nova Scotia Traders........................................................................................................................................ 253

Ontario Aviva .................................................................................................................................................. 256

Ontario Scottish & York .................................................................................................................................. 260

Ontario - Traders ............................................................................................................................................... 263

PEI - Aviva .......................................................................................................................................................... 266

PEI - Traders ...................................................................................................................................................... 269

Quebec Aviva .................................................................................................................................................. 272

Quebec Traders .............................................................................................................................................. 275

Saskatchewan - Aviva ........................................................................................................................................ 278

Saskatchewan Traders .................................................................................................................................... 281

Yukon Aviva .................................................................................................................................................... 284

Yukon Traders ................................................................................................................................................. 287

11


Abbreviations and acronyms

Below is a list of terms used throughout the guide:

APM Automated Policy Movement

ATV All Terrain Vehicle

BMS Broker Management System

DTC Drivers Training Certification

EDI Electronic Data Interface

HAB Habitational

ICPB Insurance Crime Prevention Bureau

MVR Motor Vehicle Record

PAC Pre-Authorized Chequing

PDF Portable Document Format

PPT Private Passenger trailer

PPV Private Passenger vehicle

URL Uniform Resource Locator

VIN Vehicle Identification Number

WIP Work in progress

About this guide

This guide provides you with detailed step by step instructions on how to navigate and transact within the

Personal Lines Broker Portal application. The User Guide has been divided into several sections.

The Table of Contents can be used to link directly to a desired section of the guide.

Helpful Tips and Important notes have been included throughout the document and can be easily identified by the

gray box.

Reference Material for assistance in adding risks and scheduled articles to Property policies is included at the

back of the guide.

12


Getting Started

Logging into AvivaPartner.ca

Your first step into accessing the Broker Portal is to connect to the AvivaPartner.ca website.

From your Internet browser, enter the following hyperlink information into your address URL box:

http://www.avivapartner.ca.

Upon the page being loaded:

Enter your Username. It should be entered in lower case and is always your first and last name in the following format: firstname_lastname

Enter your password. Click .

System Requirements

For optimal performance of the Broker Portal, it is recommended that you use Microsoft Internet Explorer 6.0

(SP3 & higher) or version 7.0. Certain features may not function properly if other browsers or Microsoft Internet

versions are used.

To limit the amount of scrolling required while transacting within the application, the suggested screen resolution

is 1152 x 854.

Time Out You will automatically be logged out of the Broker Portal after 90 minutes of inactivity. This includes situations

where you are idle within a transaction.

If you have been automatically disconnected, you will need to sign in and access the transaction you were

working on at the time of disconnection from Work In Progress.

Include any hyphens or

apostrophes that are in your

name

http://www.avivapartner.ca/

13


Profile Set-Up

When you access the AvivaPartner.ca site for the first time, you will be required to set up your profile.

The purpose of establishing a profile that is unique, allows you to:

Change your password when you choose, or if you have forgotten your password

Re-activate your account if you are locked out due to multiple log-in attempts.

For security purposes, your password should consist of:

A minimum of seven characters

At least one alpha, one numeric and no repeating characters

Your password cannot have:

A leading or ending space, a leading #, or any of the following special characters: | & ; % @ < > ( ) + , \

Once you have inputted the required information, click .

You may change your profile questions or password at anytime, by accessing this screen

Aviva Avantage Links

Once you have successfully signed in, the Aviva Avantage links will appear.

To access the Broker Portal, select .

14


Aviva Avantage Links Continued

After selecting Personal Lines, you will be navigated to the Client/Policy Search screen.

TIP: If you are having any issues related to accessing the AvivaPartner.ca

website or the Broker Portal, contact Concierge Assist at 1-888-827-7477 or

[email protected]

15


Aviva Partner Password

Forgotten Password/Account Reactivation

In the event that you have forgotten your password, or your account requires reactivation, follow these steps:

Access the AvivaPartner.ca website and click the Request New Password link.

Enter your Username and click

Answer your profile questions. The answers must be entered exactly as they were set up.

Enter a new password and re-enter again for verification and click .

You will receive confirmation that your password has been reset, or your account has been reactivated

successfully.

16


Expired Password

For security purposes passwords expire, at which time you will be prompted to change your password.

Enter your existing password, tab to the Input New Password box and create a new password.

For verification purposes, re-enter your newly created password in the Confirm New Password box and

click Once you have successfully changed your password, the following message is generated:

Click on the hyperlink to

enter a new password

Click on the hyperlink to

login using your new

password.

TIP: If you experience any difficulties with resetting your password, please

contact Concierge Assist at 1-888-827-7477 or

[email protected]

mailto:[email protected]

17


Navigating within the Broker Portal

Multiple Sessions

The Broker Portal supports the use of multiple sessions when using Microsoft Internet Explorer browser, versions

6.0 (SP3) & 7.0, 8.0 and 9.0. Having multiple sessions open at the same time allows you to transact or inquire on

various policies without having to complete the transaction or exit the policy, thus increasing efficiency and

productivity.

To determine which Microsoft Internet Explorer browser that you are currently using:

Select Help > About Internet Explorer option on the Internet Explorer toolbar.

For Internet Explorer versions 6.0 & 7.0

Open another browser window by clicking the Internet Explorer icon.

Access the AvivaPartner.ca website and log in again using your AVIVAavantage Username and password.

For Internet Explorer versions 8.0 & 9.0

Select File > New Session option on the Internet Explorer toolbar

Access the AvivaPartner site and log in again using your Avivaavantage Username and password.

18


Navigational Tips

The chart below provides some useful tips for navigating within the Broker Portal.

Portal Screen/Field Instruction/Detail

Initial Screen Load The initial load of new screens visited each day will be slow. Once the screen

has been viewed and the image stored, it will speed up. Ensure the page

loads fully before proceeding.

Future screen loads The following are a list of screens that loading is expected to be slow:

- Initial load when signing onto the Main Menu

- Coverage screen as defaults are loaded

- Rating Summary screen while validating/generating rating and premium

information

Clearing Cache Clear your cache (temporary internet files) in your internet browser weekly:

- Select Tools from the title bar located at the top of the page

- Chose Internet Options

-Click Delete Files in the Temporary Internet files section of the General Tab

- Click OK

Checkbox or Single

Radio Button

To select/deselect a field with a single option, use the spacebar.

Yes & No Radio Buttons To select a field with both a Yes & No radio button, use the spacebar.

Fields with a dropdown Use the character key for the first character in the option you would like to

select, I.e. Type 'O' in the Province field to select Ontario which will take you to

all options beginning with the letter 'O'.

Up/down arrow keys may also be used to scroll through the options in

alphabetical order.

TAB key using the

keyboard

Tab to move to the next field. Within the field, move to the beginning or end of

the selections using the Home or End keys. Use the Left and Right arrow keys

to move forward or backward, one character at a time.

Character size To change the viewing size of the characters use the hyperlinked numbers, 1,

2 or 3 (2 is the default; 1=smaller text; 3=larger text)

Font size can be changed using the settings within your Internet Browser

(View; Text Size)

Field Edits Use the TAB key to move from field to field and invoke field edits.

Screen Edits To invoke screen edits, use the application tool buttons at the bottom of each

screen:

This will allow you to progress through the transaction and reduce the number

of system errors that may occur during rating.

Mouse Clicking The Broker Portal is a single click environment. Double clicking could result in

the screen freezing, blank screens or system errors.

Back and Go button Do not use the Back and Go buttons from the toolbar located at the top of your

screen. Only use the command keys within the Portal application to navigate.

19


Help Help screens are available to provide assistance with data entry, navigation and messaging. The content of the

Help screen is based on: Province, line of business, risk type and transaction type.

To access Help, click the link at the top right hand corner of any of the Broker Portal screens.

The Help screen will be presented in a separate window.

- This option will return you to the previous Help window, if more than one window has been

accessed.

- Clicking this tool button will close the Help window, returning you to the Broker Portal screen you

were on prior to clicking the Help link.

20


Help Index

Clicking the tool button will present the Help Index, allowing you access to any of the Help screens by simply selecting a hyperlink.

Hyperlinks within Help

There are some Help screens that contain hyperlinks to other important Help screens.

Click the link to open the selected Help screen.

Access the corresponding

Help screen by clicking the

hyperlink.

21


Quote

Creating a New Quote

All quote transactions are routed through the Quote Search screen, to verify if there are any quotes already

active for this client. You can search across all companies and all branches or by individual company and

branch.

You can locate a quote by

entering Last

Name/Company Name and

First Name.

Further refine the search by

selecting an Effective Date

or Processing Date range.

TIP: You can also search by Product and Status or by entering a

Reference/Policy Number.

22


Search Results

The Quote Search Results screen displays the search criteria used and all matching records.

If no quotes are found, the following message will generate: No items matching your search criteria were found.

The status of the quote could be In Progress, Converted or Closed.

If the quote you were searching for is displayed; click the Reference Number hyperlink to access the General Information screen of the quote

If a quote is not displayed, click to proceed.

In Progress The quote has not been converted to a new business policy.

Converted

The quote has been converted to a new business policy. Details can

be viewed but not altered.

Closed A version of the quote has been converted to a new business policy.

Once a version of a quote has been converted, all other versions will

be in Closed status. Details can be viewed but not altered.

23


Client Details

The Client Details screen collects important information about the prospect, which can then be used as search

criteria. In addition, all information entered on the Client Details screen will be carried forward when the quote is

converted to a new business policy.

A Reference Number is created and the final 4 numbers are a sequence number applied to the quote. This

number will not be the same when the quote is converted to a new business policy.

Policy Selection

The Policy Selection screen is used to determine important information about the quote such as the Company,

Branch and Province and the Product Type.

It also captures information, such as your Broker #, Effective Date and Term.

Options available in the

drop down are determined

based on your sanctioning.

The effective date of the

quote should not be prior to

the processing date.

24


Overview of New Business Quote

As certain information is not necessary until the quote is converted to a new business policy not all fields are

presented during quote process.

Mandatory fields are shown in red with an asterisk (*). Any information entered in the fields during the quote will

not have to be entered again, if the quote is converted to a new business policy.

The screen flow for entering an auto or property quote is similar to the new business screen flow. The following

identifies some of the key differences between quote and new business.

General Information

Auto No mandatory fields during the quote process

Property Only the Previous Insurance field is mandatory

For provinces where the Customer Consent screen is presented, the tool button will appear at the

bottom right hand corner of the General Information screen when:

No was submitted to the question Does the applicant agree to the following statements

Or;

Yes was submitted; however the request for personal credit was not successful.

To re-submit the request, or to change the reply from No to Yes, click the tool button. Ensure the

information on the Customer Consent screen is accurate prior to submitting.

Vehicle

Vehicle Identification Number is not mandatory. You may enter the Year, Make and Model, Car Code or the

Vehicle Identification Number.

Billing Summary

Billing Method defaults to Pre-Authorized Chequing, also referred to as PAC. This is the only available

payment method for quote. Once the quote has been converted to new business you can select a different

billing option.

25


Messages

Messages are provided to ensure that specific underwriting guidelines are adhered to and that the file is properly

documented.

Some messages provide a hyperlink, which can direct you to the screen causing the error and requiring action.

Other messages are simply descriptive in nature, providing guidance for error handling. It is imperative that all

messages generated on the messages screen be addressed.

There are 2 different types of Underwriting Messages;

1. Underwriting error messages beginning with C, D, E, F, H, I, J and N followed by 3 numeric values

Generated as a result of specific underwriting requirements and will prevent ALL users from completing a transaction unless the data causing the error is changed or corrected. The error is caused by incorrect entry of a value on one of the screens.

Clicking on the error code hyperlink will navigate you back to the screen that requires the change/correction.

2. Underwriting Rule Messages

Generated as a result of an underwriting rule.

There are 3 types of messages: Decline, refer and advice. It is your authority level that determines whether or not the transaction can be completed. If you have sufficient authority, the message will display with a check box. If you do not, a checkbox will not be presented.

Decline Messages

Decline messages indicate the underwriting risk is such that the company will not write the business.

Add a policy note and click . The quote will be purged as part of the automated purge process.

26


Refer Messages

During a quote, all refer messages will appear with a check box but must still be reviewed and appropriate action

taken.

Once the quote is converted to a new business transaction, the policy will have to be referred to a company

underwriter for review.

Advice Messages

When an advice message is received, the transaction does not have to be referred.

The message acts as a reminder to ensure the item captured in the message has been addressed. This could

be a reminder to order a report, take specific action or to add a policy note providing additional information that is

not otherwise captured in a field.

Advice messages are always

presented with a check box.

27


Confirmation

The Confirmation screen is the final screen of the quote process and provides the ability to save the quote, re-

quote or convert the quote to a new business policy.

Return to Client/Policy

Search This option saves the sequence of the quote and returns you back to

the Client/Policy Search screen.

Save quote and re-

quote

The quote will be saved and you will be navigated back to the Policy

Selection screen. All information from the original quote will be

retained, a new reference number version will be created and any

changes made will be saved.

Save quote and

convert to new

business

This option will start the process of converting the quote to a new

business policy. This option is controlled through user sanctioning. If

this option does not appear, you are not authorized to convert a quote

to a new business policy.

Converting a Quote to New Business

A quote can only be converted to a new business policy from the Quote Confirmation screen by

selecting . After selecting this option, the first screen presented is the

Client/Policy Search Results screen.

From this screen you can create a client by clicking the tool button.

All client information entered during the quote process will be brought forward to the Client Entry screen. Refer

to the Creating a Client section of this guide for instructions on creating a new client.

IMPORTANT: The quote has not successfully been converted to a new business

policy until the General Information screen is presented and the policy number

is displayed.

If the process is interrupted prior to this point, you must:

Retrieve the quote and proceed to the Confirmation screen Re-select . Create/select a new Client

Verify information on the Client Details screen, click and proceed through the Policy Selection screen once again until you reach the General Information screen.

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Client View

Once your client has been created, click the tool button.

Policy Selection

Policy Province, Product Type, Broker Number and Effective Date are brought over from the information

entered during the quote.

If you are having any issues related to accessing the AvivaPartner.ca website or

the Broker Portal, contact Concierge Assist at 1-888-827-7477 or

[email protected]

To change the effective date

of the policy you must

perform a re-quote to revise

the date prior to converting

to new business.

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General Information

The Quote Reference Number has now been converted to a Policy Number. All policy information entered

during the quote process will be brought forward to the new business policy screens.

The screens must be completed to include:

Information not entered during the quote process.

New fields presented that are specific to new business.

Change to information since the quote was done.

Refer to the New Business section of this guide for information on how to complete either a new business

automobile or property transaction.

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Quote Search Results

Once the new business policy has been created and a policy number assigned the quote is considered

Converted, regardless of whether the new business has been submitted. A search by name shows the quote

has a status of Converted.

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New Business Direct Entry - Client

Creating a Client

The first step to entering a New Business policy is to create a new client.

A new client can be created from the Client/Policy Search or the Client Policy Search Results screen.

IMPORTANT: A new client must be created for every policy regardless of whether

a client already has an existing policy with the Aviva Group of Companies.

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Client Entry

The Client Entry screen collects important information about the client. Details entered on this screen will be

carried forward to the policy.

The Broker Client ID field is optional. If entered, the clients Broker Client ID (client code) will be synchronized

with the policy data on your Broker Management System. The same Broker Client ID may be used for up to 9

clients.

If the mailing address differs from the legal address, click the tool button to enter the mailing address.

Both the legal and the mailing address information will be displayed within the policy on the General

Information screen under Policyholder Information.

If the policy is to appear in a

joint name, select a Name

Link from the drop down

and complete the fields.

Enter the Legal Address of

the policyholder, ensuring

the City/Town is entered on

the second line.

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Additional Addresses

The purpose of the Additional Addresses screen is to document a mailing address that differs from the Clients

legal address.

The Mailing Address information will also be displayed within the policy on the General Information screen

under Policyholder Information.

Bank Details

The Bank Details screen collects the clients banking information that is to be used when the Billing Method

selected on the policy is Pre-authorized Chequing.

To prevent invalid information

from being entered there are edits

for Bank, Branch and Bank

Account

The Account Holder Name will

default the last 6 digits of the

surname and first initial of the

first name. This should be

corrected to show the complete

account holder(s) name(s).

Select the appropriate Instalment

Day from the drop down list.

IMPORTANT: Mailing Address must be within Canada or the United States

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Confirmation

The Confirmation screen provides you with the client number and allows you to associate the client created with

an existing client.

If you do not wish to associate the client, click to continue to the Client View screen.

The client has been successfully created and you can now proceed to.

Associated Client List

If you would like to associate with an existing client, click

The Associated Clients screen provides the ability to associate multiple client numbers so that when viewing or

changing one clients information you are alerted that there may be other clients impacted.

Associated clients can be identified as follows:

An application button will be present on the Client View screen. Selecting it will navigate you to a screen displaying a list of associated clients.

The Client Association field on the policy General Information screen will display Yes, alerting you to view the associated clients where applicable.

Enter in the client number you wish

to associate and click the Add

Associate Client radio button.

Continue this process until all

clients have been associated.

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New Business Direct Entry Automobile

Creating a New Policy

Once you have created a client you can proceed to create a new policy.

From the Client Inquiry screen, click the tool button.

The Policy Selection screen is used to determine important information about the policy such as the Company,

Branch and Province, the client number the policy is being attached to and the type of product you are setting

the policy up for (i.e. automobile/property). It also captures information, such as Broker #, Effective Date and

Term.

Values default based on the

Company and Branch

information selected at time of

client creation.

Options available in the Term

drop down list are determined

based on your sanctioning

TIP: Screen and field level edits assist with the input of correct values and assist

with navigating between fields and screens. These edits are invoked when tool

buttons at the bottom of the screen are used. Using the tab key to move between

fields will ensure that both the screen and field level edits are invoked. This will

limit the number of errors generated at rating.

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Customer Consent

Depending on the province and the company, you may be presented with the Customer Consent screen. The

wording shown under the Declaration Applicant may also differ by province.

The client information on the Customer Consent screen defaults from the information entered during set-up of the client. If necessary this information can be updated. However, if information is changed on Customer Consent screen, the Client screen is not automatically updated.

Select Yes or No and click the

Submit button to submit your

answer.

The Exit button allows you to proceed

with the new business transaction without

answering the question.

TIP: Once Yes has been submitted to the question: Does the Applicant agree to the

following statements? the indicator cannot be changed to No.

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Guidelines & Tips for Entering Personal Information

Credit information can only be obtained for the person who has provided consent. Enter the complete

information correctly, including:

First, middle and last name Date of birth Address, including postal code Phone number

The following are some tips for entering information on the Customer Consent screen

Enter the name that appears on credit card or loan agreements

The full version of the name, including middle names and/or initials

The prior full name if the surname has changed

The current customer address with the accurate postal code

The prior address if your customer recently moved

The Canada post standard street address.

This message will appear if the request for personal credit information results in no match.

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General Information

The policy has now been created; a policy number generated and the transaction cannot be aborted via the tool

button.

The General Information screen displays details about the policy that have been collected within previous

screens and provides the opportunity to collect important information about the applicant.

In some provinces, the tool button may appear when personal credit information is not on file.

Clicking this button will present the Customer Consent screen, providing you the opportunity to ensure all

customer information is complete and accurate. Once a match has occurred, this button will no longer appear.

Effective Date can be changed if

the incorrect date was entered on

the Policy Selection screen.

If the Effective Date is changed,

the Policy Inception Date and

Loyalty Date fields will also be

refreshed. If required, you must

manually amend the dates.

TIP: Once Yes has been submitted to the question: Does the Applicant agree to the

following statements? the indicator cannot be changed to No.

IMPORTANT: Ensure that the Effective Date is correct prior to submitting the new

business transaction as this field cannot be amended by a rewrite transaction.

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Portfolio Transfer

The Portfolio Transfer field is to only be used when transferring an entire book of business from another carrier

to Aviva. User sanctioning controls whether this field can be edited or viewed.

Entry of a Portfolio Transfer on the Broker Portal is identical to entry of new business.

Once Portfolio Transfer is selected from the Portfolio Transfer drop down list, the Transferred From field

should also be completed.

Drivers

The Drivers screen is used to collect information on all licensed drivers in the household whether they will be

operating the vehicle or not. A separate driver record must be created for each driver on the policy.

Edits exist that do not allow entry of an

invalid License #.

When the license date is the same for all

license fields, enter the date in the

Licensed Date Canada or Licensed

Date Other field and tab through the

other fields.

IMPORTANT: Excluded drivers must be added as a driver on the policy and shown as

Excluded from Driving on the Driver Allocation screen.

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Drivers contd

The Licensed Date Canada field should reflect the date the driver was first licensed in Canada.

Ensure all applicable license classes and the corresponding dates are entered in the License Class and License

Date fields.

The value in the Licensed Date Rating field will default from Licensed Date Canada or Licensed Date Other.

The ability to view and/or amend this field is controlled through user sanctioning.

Ontario Drivers

If the driver has gone through the Graduated Licensing program, enter the G2 license date in the Licensed Data

Canada field to ensure accurate rating. To ensure the Graduated License discount generates accurately, all

license class levels (G1, G2 & G) and the dates must be entered.

Alberta Drivers

Enter the drivers Grid Level as follows:

Condition

Grid Level

If a driver is newly licensed with no drivers training Enter 1

If a driver is newly licensed with drivers training

NOTE: Ensure the Driver Training field is set to

Yes. Enter the date Drivers Training was

completed in the Date field.

Enter -2

For experienced drivers Enter the Grid Level from the previous

renewal term.

When the license date is the same for all

license fields, enter the date in the

Licensed Date Canada or Licensed

Date Other field and tab through the

other fields.

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Quebec Drivers

For Quebec, Aviva policies only:

The ICPB Ordered field should be answered to indicate that Plumitif has been ordered and received.

MVR Request (Ontario / Atlantic / West)

The purpose of the MVR Request screen is to provide the opportunity to order or schedule for ordering a Motor

Vehicle Report for a driver.

To order an MVR, click on the Driver Screen under the Claims and Convictions Details section.

To schedule an MVR to ordered on the

next renewal term, select Yes. The

MVR will be ordered and the driver

information will be updated, taking into

consideration any changes to rating,

prior to the release of the renewal.

For Internal Use Only this

option orders an MVR during the

next overnight batch cycle.

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Updating the MVR (Ontario / Atlantic / West)

The fields on the Driver screen will be populated based on the Scheduled Options that were selected.

If Next Cycle is chosen, the MVR can be updated 24 48 hours after it has been requested.

Clicking allows you to update the policy with the new MVR details.

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Convictions and MVR Details

The Convictions and MVR Details screen provides the ability to capture convictions disclosed by the client or displayed on a Motor Vehicle Report (MVR).

Click the application button to enter all convictions disclosed by the client or displayed via a Motor Vehicle Report (MVR).

The system will automatically perform a search of the MVR database and retrieve details of previously ordered

MVRs for the driver, update the driver information and rate accordingly.

If no MVR is found, a message will generate:

The MVR Details section displays

information from a previously ordered

MVR that has been stored in the MVR

database. Information in this section is

view only.

The Disclosed Convictions section

allows you to manually add convictions

disclosed by your client or displays

convictions from an MVR.

Click the Add Convictions tool button

to add another conviction. Repeat this

step until all convictions have been

entered

IMPORTANT: License suspension or reinstatement information should not be entered as

convictions.

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Claims

When has been entered for Prior Claims, click to add the claim information disclosed on the application or shown on the Prior Carrier Report.

If you need to