Adviser Gateway enhancements - FAQ's
Q. I’ve hit download and nothing happens?
A. Depending on your browser a pop-up will appear on your screen – for example a download bar at the bottom of the screen (Internet Explorer), or a notification icon in the top right of your screen (Firefox). Please check with your IT provider if you have any issue downloading documents.
Q. I deleted the notification but didn’t save a copy of the document?
A. The document will still be visible in the Communication tab via the policy screen – unless there has been a change in adviser.
Q. Do I need to save a copy of the communications?
A. You should continue to save these communications to your own filing system as you do now. If there is a change of adviser - even within the same agency – you will no longer be able to view historical documents on Adviser Gateway, and the same applies to a new employee – they will not be able to view communications from prior to the date they were given access to the sales code. Cancelled policies will not be visible on Adviser Gateway.
Q. Why can’t I see a cancelled policy?
A. We hope in future to allow visibility for a limited time after a policy has been cancelled, however this is not possible at the moment.
Q. Why do I need to do this if you’re sending me the communications on email?
A Member Certificates and Premium notifications will no longer be sent by email from January onwards, as email is not secure enough for very private information such as pre-existing condition information and financial information.
Q. Why aren’t all the communications you email me visible here?
A. At this time we don’t have the ability to put manually created letters and other communications into the Adviser Gateway communications tab. We hope to increase the types of communications available in future releases.
Q. I used to forward the emailed certificate to an assistant. How does my assistant now see the communications?
A. Your assistant can be set up with access to your sales code in Adviser Gateway so they will also receive Communication Notifications and be able to see the communications attached to a policy. If you prefer you can turn off the notifications on your own access. Email [email protected] with the subject line Adviser Gateway login if you need access arranged for you or additional members of your team.
Q. What if I don’t do anything with the communications I’ve received?
A. Notifications will remain on the Communications Summary Screen for the period of time you have selected in “Show Notifications for”, then drop off the list. However if there is any change to the adviser for a policy they will no longer be available for you to view or copy to your file.
Q. I have access to multiple sales codes. What will I see?
A. You will see notifications for all sales codes you access.
Q. I have access to multiple sales codes. What happens if I change the “Show Notifications for” time period, will it change for all my sales codes?
A. Any changes to settings will apply to notifications for all the sales codes you access.
Q. I take on a new client. What communications will I be able to see?
A. A new policy will be visible in this screen as soon as the policy has been loaded in our system.
Q. Why can’t I download the communication from the summary page?
A. This functionality is not available at this time – we hope to be able to provide it in a future release.
Q. Why can’t we see the Claims Assessment Advice?
A. This option is being reviewed – we hope to make it available in a future release.