SureLC Onboard is Carrier software driven by SureLC. What carriers see in Onboard are contract requests created in SureLC by agencies and producers. Instead of sending requests to carriers via Data Link or emailing the contracting request PDFs to the carrier, carriers can use Onboard to review entire requests and make a decision for each request. Once they make that decision, if the carrier supports it, our system sends contract request data to theirs via data link API, Onboard API, or both.
All request types created in SureLC will flow into Onboard. This includes new producer contract requests (for producers working with the carrier for the first time), as well as other service requests such as additional state appointments, banking changes, hierarchy changes, or a transfer to another agency.
The review process expedites the carrier contract request review process by highlighting compliance issues through spotlights that bring them to the forefront. Once contract requests meet carrier requirements, they can be approved, which will send them to carrier systems and/or SuranceBay's Compliance+ (if the carrier is subscribed to it) in the SureLC Carrier app.
Topics covered in this article:
2. Logging Into the Carrier Application
9. Contract Request Review Process
1. Ecosystem Overview
New contracts and service requests created by producers and agencies using SureLC & SureLC One are sent to Onboard for carrier review. Requests approved in Onboard will be sent to carrier systems via data link and/or to SureLC Compliance+ (if subscribed) for additional options such as producer/firm management, state appointments, and terminations. Compliance+ is used to check whether producers are ready to sell, place orders for state appointments, and to check producer/firm information over time to ensure it is up to date.
2. Logging Into the Carrier Application
SureLC Onboard is located within the SureLC Carrier application. To access Onboard, go to the following web address and enter a valid carrier or TPA worker username and password.
https://surelc.surancebay.com/carriers/
Please note: Some carriers may have alternate links.
3. Navigation Menu
Once logged into the SureLC Carrier app, select Onboard in the menu to access SureLC Onboard.
4. Onboard
The Onboard page serves as a dashboard and displays four tabs listing contracting requests at different stages of the review process. "At Carrier" is the default tab.
(1) At Carrier - Lists ALL contract requests that have come from SureLC for which a decision has not yet been made. These are the cases that carriers still need to review and decide on.
(2) Follow-up - Lists ALL contract requests that have been flagged for a follow-up. Set up when a carrier marks a contract request item that requires additional information.
(3) Completed - Lists ALL contract requests that have been approved and sent to the carrier system or to Compliance+.
(4) Declined - Lists ALL contract requests that have been reviewed and declined.
5. At Carrier Tab
This tab shows the total number of contract requests that are currently pending carrier worker review. These requests will remain "At Carrier" until the review is completed and a decision has been made. Use the filters at the top of the page (1) to locate requests by producer name, period, submitting agency, request type, and status. The table view (2) lists pending contract requests at the carrier stage that require review. Each request submission row provides the following information:
Producer name, npn/ssn, carrier name, agency name that submitted the request/type, state, signature date, product lines, submission date, and status.
Select any producer name to open the request for more information and to start the contract review.
(1) Top Section: Filter Definitions:
Search - Use to locate contract requests by producer name.
Period - Use to filter the list by date range.
Agency - Use to filter the list by submitting agency name.
More/Less - Select the "More" button to view additional filter options. Select "Less" to hide those options.
Request Types - Use to filter the list by request type. Request types
Assignee - The name of the carrier worker or TPA admin that is assigned to the request (if any). Select to filter the list by assignee or team.
Status - Select a status type from the list to find all requests with that status. Status types can be "No Issues", "Rejected", or "Requires review". Please note that when a request type is flagged as high priority, it will be shown above the request status. High-priority requests will also be listed at the top.
Pre-appointment States Only [ ] - Check the box to filter the list by pre-appointment states; all other requests will be hidden when this option is selected.
Priority Sorting [ ] - Check the box to enable priority sorting. When enabled, requests are sorted in the following order from top to bottom:
- High Priority + New Business
- High Priority only
- New Business + Follow-Up
- New Business only
- Follow-Up only
Gear Icon - Select for more options, which are:
- Setup Columns - Select to modify the table view by adding or removing columns. Additional columns may be added that aren't enabled in the default view.
- Setup Layouts - Select to save the updated view after modifying the column table view (e.g., reordering or adding/removing columns).
- Setup Notifications - Select to set up Onboard Request email notifications. All email addresses added here will be notified when new contracting requests have been received in Onboard.
Export - Select when you want to export the table view to an Excel file.
(2) Bottom Section: Table Column Definitions:
Name - The producer's name for which the contract request submission is for.
NPN/SSN - Producer national producer number followed by the last four digits of their social security number.
Carrier name - The name of the carrier the contract request submission is for.
Agency name - The name of the agency that submitted the contract request.
State(s) - The states for which the producer wants to be appointed.
Signature Date - The date the producer signed the contract request.
Products - The product lines that the producer wishes to be appointed to sell.
Submission Date - The date the contract request was submitted to the carrier for review.
Status - The status of the contract request. Status types can be "No Issues", "Rejected", or "Requires review".
6. Follow-Up Tab
This tab lists all contract requests that have been flagged for a follow-up. Follow-ups can be set up when contract information needs to be confirmed or additional information is required from any spotlight within the contract request.
Select any contract request on the "At Carrier" tab to open the contract request for review. Within the contract request details at the bottom half of the page, you'll see a list of spotlights. Select any spotlight that requires review to see the details (such as the hierarchy). Select the "Follow-up" button to create a follow-up when additional information is required.
When adding a follow-up, a timeout date and comment must be added. Once the timeout date is reached, the contract request will be moved back to the "At Carrier" tab.
Once a follow-up is scheduled, it will be listed on the "Follow-Up" tab. To view the follow-up comments, open the contract request and then go to the spotlight where the follow-up was set up. Follow-up comments will be listed in the notes section. Once the follow-up is complete, select the +Add Note button to enter additional information.
7. Completed Tab
The "Completed" tab lists contract requests that have met all carrier requirements, have been reviewed and approved by a carrier worker. Completed requests will be sent to Compliance+ modules (if used by the carrier) or to carrier systems via data link.
Open any completed request for additional options. From the request, you can:
Resend Email - Send another decision email to the agency that submitted the request.
Decision Email - View the decision email sent to the agency that submitted the request.
Approved Decision email example, sent when the request is approved.
8. Declined Tab
This tab lists ALL contract requests that have been declined. Requests can be declined for many reasons, such as missing information, failing the background check, missing hierarchy & commission information, or the contracting request not meeting carrier requirements.
Once the decline is complete, the contracting request will be updated with the new status and added to the declined tab. If "Send Email" was selected, the decision email will be sent to the submitting agency.
Re-Opening a declined request provides additional options. From there, you can:
Resend Email - Use to send the decision email again to the submitting agency.
Reset Decision - Select to clear the decline decision and to reset the contracting request. This action will move the request back to the "At Carrier" tab.
Decision Email - Click on the header to view the decision email sent to the submitting agency (SureLC agency account contact email).
9. Contract Request Review Process
Step 1: Select any producer name on the "At Carrier" tab to open the contract request and start the review.
Step 2: Review the contract request details at the top of the page, and then the spotlights at the bottom. Expand each spotlight section to review the information. Any spotlight with a status of "Requires Review" must be reviewed, and a decision must be made to accept, create a follow-up for more information, or reject the provided information.
Step 3: After reviewing ALL required spotlights, if ALL have been approved, select the "Approve Request" button. This will move the request to the completed tab and send the decision email to the submitting agency. Or, if requirements haven't been met, select the "Decline" button to fail the request, and a decision email will be sent to the submitting agency to let them know the request has been declined.
Contract Request Details Options Summary:
This section shows a summary of the case. Some cases will have a blue background, while others may have a red background or a section indicating a red flag.
Approve Request button - This button will only be enabled when ALL carrier requirements have been approved. Select to move the request to the "Completed" stage. When a request is approved, a decision email will be sent to the agency.
Decline button - After reviewing the request details and all spotlights, if it does not meet carrier requirements, select the decline button to make the final decision. When declining a request, an email will be sent to the submitting agency to inform them of the decision.
! Mark/Unmark High Priority button - Select to flag the contract request as "High Priority," or select "Unmark" to remove the high-priority flag. When flagged as high priority, the contract request will be moved to the top of the list on the "At Carrier" page.
Assign Request button - Select to assign the contract request to a specific carrier admin.
Preview Report button - Select to take a snapshot of the contract request at that moment in time, generating a PDF of the case & all contracting forms. When created and if using Compliance+, the report will be added to the documents tab in the producer profile under "Producers & Firms".
10. Spotlights
Spotlights make it easy to review contract requests, ensuring carrier requirements are met, and to identify whether any additional information is required or needs review. The type of spotlights included with each contract request can vary by carrier and product. Common spotlights are:
Documents, Hierarchy, E&O, AML, Compliance
Expand each spotlight to review the details provided. When a spotlight has a status of "Needs Review," it means the information must be reviewed, and a decision must be made on whether carrier requirements have been met.
Documents Spotlight
This section lists all completed contracting request forms. Select any PDF to view it, or choose to download all forms as a single PDF or a ZIP file containing ALL the PDFs.
Hierarchy Spotlight example
This section shows the hierarchy information provided by the agency submitting the request. Review the information, and it's in good order. Select Accept to approve it. If the information is missing, you can select Follow-up to get more information.
E&O Spotlight example
View the information provided to make sure requirements have been met. "Meets Requirements" will be shown, and a review is not necessary.
AML Spotlight example
View the information provided to make sure requirements have been met. "Meets Requirements" will be shown, and a review is not necessary.
Compliance Questions Spotlight example
View the information provided to make sure requirements have been met. Select "Accept" to approve the information, or "Reject" when not met.
Spotlight Options Summary:
Accept - Select when requirements have been met to approve the information. All spotlights that "Require Review" must be accepted before a contract request can be approved.
Reject - Select when requirements have not been met. Rejecting the information will not decline the request; it will update the spotlight's status, and the request will remain on the At Carrier tab.
Follow-up - Select to schedule a follow-up. When creating a follow-up, a timeout date must be provided. Creating follow-ups is useful when information needs to be verified or when additional information is required.
Reset - Select to refresh the spotlight status back to "Requires Review".
+Attachment - Select to add attachments to include with the contract request. This is useful when the agency has provided missing information.
Spotlight Status Types:
Requires Review - Spotlight information requires review and decision before proceeding.
Accepted - Requirements with a certain spotlight have been accepted.
Meets Requirements - Carrier requirements have been met. This is an automated status type configured in accordance with carrier rules.
Rejected - This status is shown after spotlight information has been reviewed and rejected. Carrier requirements have not been met.
For more information, please contact the SuranceBay support team by emailing support@surancbay.com or by calling 877-264-6888. Thank you.
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