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TRANSCRIPT
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A Guide to the Personal Lines Application -
Broker Portal
May 2015
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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
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A Guide to Navigating the Broker Portal May 2015
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
General Information ............................................................................................................................................ 38
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
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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 ............................................................................................................................................ 69
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
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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
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A Guide to Navigating the Broker Portal May 2015
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
General Information .......................................................................................................................................... 139
Risks ................................................................................................................................................................... 140
Property Details................................................................................................................................................. 140
Interested Party ................................................................................................................................................ 141
Claims ................................................................................................................................................................ 141
Claim Details ...................................................................................................................................................... 141
Rating Summary ................................................................................................................................................ 142
Endorsement Summary ..................................................................................................................................... 142
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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
General Information .......................................................................................................................................... 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
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Amendment/Rewrite Property .......................................................................................................................... 163
General Information .......................................................................................................................................... 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
General Information .......................................................................................................................................... 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
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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
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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
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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.
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A Guide to Navigating the Broker Portal May 2015
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/
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A Guide to Navigating the Broker Portal May 2015
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 .
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A Guide to Navigating the Broker Portal May 2015
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
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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.
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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
mailto:[email protected]
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A Guide to Navigating the Broker Portal May 2015
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.
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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.
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A Guide to Navigating the Broker Portal May 2015
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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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
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