TRAVEL PORTAL INSTRUCTIONS

Transcription

1 TRAVEL PORTAL INSTRUCTIONS Date: June 22, 2018 Version: Version 3.1 Prepared By: Berkley Canada

2 Table of Contents 1 ACCESSING THE PORTAL LOGIN & LOGOUT RESET YOUR PASSWORD THE CLIENT SEARCHING FOR A CLIENT CREATING A NEW CLIENT EDITING CLIENT INFORMATION.6 3 THE POLICY... 7 STANDARD PRODUCTS VTC (INCLUDING SUPER VISA) INTERNATIONAL STUDENT PAYMENT PREMIUM PAYMENT CONFIRMING PAYMENT THE MEDICAL QUESTIONNAIRE SENDING THE POLICY DOCUMENTS REVIEWING A POLICY SEARCHING A POLICY QUOTING A POLICY 17 9 CHANGE REQUESTS CANCELLING A POLICY PRIOR TO THE EFFECTIVE DATE ISSUING A REFUND CHANGING THE POLICY EFFECTIVE DATE REMOVING ONE CLIENT FROM THE POLICY CHANGE REQUESTS TO BE SUBMITTED TO BERKLEY CANADA CHANGE REQUESTS MUST INCLUDE CHANGE REQUEST EXAMPLES OTHER TIPS CONTACT US Page 2 of 20

3 1 ACCESSING THE PORTAL Browser Requirements: Use Google Chrome 30 or higher Internet Explorer 11 or higher Mozilla Firefox 27 or higher Safari 8 or higher 1.1 LOGIN & LOGOUT 1. Navigate to: 2. The following will be provided to you by Berkley prior to your first login: Organization Username Password 3. You will be prompted to change your password on your first login Haven t Received Your Login Credentials? Contact: travelportal@berkleycanada.com 4. Logout by clicking on the settings icon on the top right of the task bar 1.2 RESET YOUR PASSWORD Troubles logging in? Try resetting your password using the Forgot your password function on the sign in page: Page 3 of 20

4 Enter your username and address to have a new temporary password ed to you. If you are not able to re-set your password, please contact travelportal@berkleycanada.com Your password will be reset within 24 hours, during regular business hours: Monday to Friday from 09:00 AM to 05:00 PM Eastern Time 2 THE CLIENT Before you can provide a quote or issue a policy, your client must be entered into the system. Your client s full name, date of birth, address, telephone number and address in Canada, including their postal code and province are required. 2.1 SEARCHING FOR A CLIENT 1. Prior to providing a quote or issuing a policy, it is recommended that you search for the client to check if their details has been entered into the system. On the home page under the Client Search tab, enter the client s name or other details. The more client information you enter, the more accurate your search results will be. 2. Click on the Search button once the information has been entered: 3. No Results will populate if the client has not yet been created. 4. If the search is successful, a list of clients that match your search details will display. You can select a name by clicking on the hyperlink. Multiple results may display depending on the information you provided. 5. You will then be directed to the Client Screen to view the client s details and policy information Page 4 of 20

5 2.2 CREATING A NEW CLIENT If the client has not already been created in the system, you can proceed by creating a new client. 1. Choose Create New Client. Enter all information under the General tab. You cannot create a client who is less than 15 days old or more than 90 years old. 2. Once all information has been entered, choose the Mailing address tab. 3. Enter all information in the Mailing address tab. This is the client s Canadian address. 4. All information with a red asterisk * must be completed for the Create button to turn blue. 5. For your confirmation documents to populate with all the information, be sure to enter your client s full name, their address, including postal code, province and city, in addition to their telephone number and address. 6. Click Create once you have confirmed all information is correct and you will be taken to the client screen. This is confirmation the client has successfully been created. Page 5 of 20

6 2.3 EDITING CLIENT INFORMATION It is possible to make changes to the details of existing clients either before or after a policy has been issued for them. 1. Search and select the client using the Client Search function on the home page. 2. Edit the client information as needed on the client screen by entering the corrected information. 3. Click the Save button located at the bottom right of the screen. CHANGES TO THE CLIENT S NAME OR DATE OF BIRTH CANNOT BE COMPLETED BY THE USER IF THE CLIENT DOES NOT HAVE AN ACTIVE POLICY, YOU MUST RECREATE THE CLIENT IF THE CLIENT HAS AN ACTIVE POLICY, SUBMIT A CHANGE REQUEST TO: travelportal@berkleycanada.com INCLUDE THE CLIENT NAME AND A COPY OF A LEGAL DOCUMENT SHOWING THE CORRECT INFORMATION (PASSPORT AND/OR DRIVERS LICENCE) IN THE REQUEST WE WILL RESPOND TO YOUR REQUEST WITHIN 48 HOURS DURING REGULAR BUSINESS HOURS: Monday to Friday From 09:00 AM to 05:00 PM Eastern Time Page 6 of 20

7 3 THE POLICY Once a client is set up, you are ready to go ahead and issue a policy. 3.1 ISSUING A POLICY 1. On either the client s page or homepage, choose the Policy Type you want to sell under the Products tab. For example, it could look something like this: 2. Within the Details section, click the First date of cover. The Last date of cover will automatically populate to 365 days. The maximum trip length is 365 days for all policy types. The Trip Duration will automatically default to one year for the International Student Policy Annual and the VTC (Including Super Visa) plans. 3. Alternatively, choose the First date of cover and the Last day of cover for less than 365 days of coverage. The last date of cover will automatically update for Single Trip plans. The effective date cannot be more than 180 days in advance of the date the policy is issued 4. If you search and select, or create a client, the client name should automatically populate in the Selected Clients section. If the client does not populate, you can click Quick Add to add a new client, or Search for an existing client. 5. To search for an existing client, use the Search button to add a client that has already been created in the Travel Portal. Page 7 of 20

8 6. Search by client details. Click on the client name hyperlink to add them to the policy. 7. To create a new client, click Quick Add and enter the full name and date of birth of the client. The Age will automatically populate. Enter the Client Country and the Province under the tab according to their address in Canada. If the Quick Add button is used to add a client, the system will prompt you to add additional client details of the first named insured when you issue the policy. 8. Choose Quick Add again to add multiple clients 9. Click the x to remove a client 10. Click the magnifying glass to see further client details or search additional clients All clients travelling under the same policy must have the same effective and arrival date STANDARD PRODUCTS 3.2 VTC (Including Super Visa) 1. To issue a Visitors to Canada Single Trip or Super Visa policy, click on the VTC(Including Super Visa) hyperlink indicated below. 2. Enter the First date of cover. This date cannot be in the past. The Last date of cover will default to 365 days in the future. You can change the Last day of cover to a Trip Duration of less than 365 days. 3. Enter the Arrival Date in Canada. Page 8 of 20

9 A waiting period is applied if the policy is purchased after the client s arrival to Canada. a) 48-hours if the arrival date is within 30 days of the policy effective date b) 8-days if the arrival date is more than 30 days prior to the policy effective date 4. If this Policy is for a family (minimum of 2 adults and 1 child), then check the Family Coverage checkbox. 5. You have the option to select the Payment Frequency for monthly payments or a one lump sum payment. Monthly payment is only available for annual policies with a minimum Policy Limit of $100,000. You also have the option of selecting Super Visa radio button, which will provide you with the minimum requirements to purchase a Super Visa policy, and for your client to be eligible for the monthly payment plan. If the Monthly Payment Frequency is selected, a $10 monthly term fee will apply 6. Select the Show premium comparison check box to view the cost for each coverage type. Note that if the amount for a coverage type is displayed as 0.00, than that coverage type is unavailable to your client. 7. Select a value from the Select Plan Type dropdown list: Standard, Premium or Enhanced 8. Select Policy Limit and Deductible amount. Refer to the policy wording for full details of policy coverages, eligibility and exclusions REMINDER: The policy premium is calculated using the appropriate rate table, and based on the client s age on the policy effective date, not the date of sale. Family Rates become available when there are two insureds over the age of 30 and at least one insured under the age of 20. Family rates provide coverage for up to two adults, and any number of dependent children under age 21. A discount will be applied to the premium if a deductible is applied to the policy. Certain age bands and product types require a minimum deductible. The system will prompt you to enter it. No discount will apply in these cases. The client s age band and answers to the medical declaration (if applicable) will determine the coverage available to the client. Page 9 of 20

10 9. If the client is years of age, a medical questionnaire must be completed. The system will prompt you to complete the medical questionnaire. Click Start Questionnaire to begin 10. The medical questionnaire will generate in a pop up window. See section titled The Medical Questionnaire on page 14 for further instructions. 11. Once the policy details are entered, the Total Premium of the policy will appear on the bottom left of the screen. There is a minimum premium of $ Once you have confirmed all information is correct, and you have the correct coverage type, sum insured and deductible, you can click Go to approval to complete the sale. If you cannot Go to approval you have either selected a coverage limit or plan type that your client is not eligible for OR you have not filled out all mandatory fields. Follow the instructions provided to you in the Messages pop up window at the bottom of the screen to proceed. 3.2 INTERNATIONAL STUDENT Follow the steps highlighted in Sections 1 & 2. Then: 1. Choose the Coverage Selection from the dropdown menu under the Structures tab 2. Confirm the Selected Clients, Details and the policy Structure and click Go to approval 3. Refer to the policy wording for full details of policy coverages, eligibility and exclusions 4. REMINDER: The policy premium is calculated based on the appropriate rate table using the client s age on the policy effective date not the date of sale. 4 PAYMENT Once the policy has been issued payment must be made. Even if the effective date is in the future, the premium is due at the time the policy is issued. 4.1 PREMIUM PAYMENT Payment method is defaulted to Credit Card and is processed using Moneris. 1. Visa or MasterCard can be used. Visa and MasterCard gift cards are not accepted. 2. Choose payment frequency from the drop down menu. The payment method frequency for all policies is One Lump Sum. Page 10 of 20

11 3. Add a Billing Actor if the credit card holder is different than the named insured. 4. You can expand the Policy Structure by clicking on the + symbol to view the details of the policy, including coverage amounts, benefits, limits and exclusions: 5. You can then choose to issue the policy: IMPORTANT ONLY CLICK ISSUE ONCE Once you click ISSUE, this policy becomes active and payment is due DO NOT ENTER DUPLICATE POLICIES FOR THE SAME INSURED WITHOUT CANCELLING THE FIRST POLICY BEFORE ITS EFFECTIVE DATE. Instructions to cancel a policy are on Page 19 Instructions to view all your policies are on Page You will then see a breakdown of the payment schedule, as seen below. You must then choose which payments to pay. Check the box underlined in red below to select each payment. 7. Choose Register Page 11 of 20

12 8. You will then be directed to the Moneris payment page where you will be prompted to enter the Cardholder s Name, the Card Number and the Expiry Date (MMYY) date. 9. Choose Process Transaction and you will be taken to the Policy Page where you can confirm the payment went through. IMPORTANT: Only click Process Transaction once. Google Chrome 30 and higher or Internet Explorer 11 and higher is required 10. You will then be taken to the Policy Page where you can review the payment history. Page 12 of 20

13 4.2 CONFIRMING PAYMENT 1. If payment is successful, then in the top left corner, the Policy page will show: 2. Under the Finance tab, choose Billing to review the payment details further. The payment date, credit card information, and payment amount will be shown. 3. If payment is declined or unpaid, you will see Unpaid Policy: An unpaid policy must be paid for it to be a valid policy. You can pay for the policy before the effective date. Notification of an unpaid policy will be sent by Berkley Travel. You must register the payment within 7 days. If the policy remains in arrears after 7 days, THE POLICY WILL BE CANCELLED FLAT AND THERE WILL BE NO COVERAGE UNDER THE POLICY. If you do not intend on paying for the policy before the effective date, YOU MUST CANCEL THE POLICY. Do not issue a duplicate or replacement policy until the original is cancelled. If you need to amend the policy effective date, you can do so prior to the policy effective date. If your credit card has declined, follow up with your credit card provider for more information. Instructions to cancel a policy are on Page 19 Page 13 of 20

14 5 THE MEDICAL QUESTIONNAIRE 1. When you are entering a Visitor to Canada policy for a client years of age, you are required to complete the Medical Questionnaire. 2. The portal will automatically display the Questionnaire. Choose Start Questionnaire. 3. The Questionnaire will display in a pop up window. 4. If there are multiple clients between years of age travelling under the same policy, a Medical Questionnaire must be completed for each client: 5. If Yes is selected for any of the questions, you will receive a message advising that the client is not eligible for coverage for pre-existing medical conditions: You must select the Finish button on the right of the message to acknowledge you have read and understood the message. 6. If No is selected for all of the questions within the Medical Declaration, the client has the option to exclude coverage for pre-existing conditions by checking the check box indicated below. You may then select at the bottom right of the screen once all these fields have been entered to issue the policy and select the payment option. REMEMBER: DUE TO THE STABILITY PERIOD, REVIEW THE ANSWERS TO THE MEDICAL QUESTIONNAIRE IF THE EFFECTIVE DATE OF THE POLICY HAS CHANGED FAILURE TO ACCURATELY ANSWER THE MEDICAL QUESTIONNAIRE WILL RESULT IN THE POLICY BEING VOIDED FOR NON-DISCLOSURE Page 14 of 20

15 6 SENDING THE POLICY DOCUMENTS 1. Once you have issued a policy, you must then send the client the fulfillment documents (confirmation of insurance, policy wording, and wallet card). To do this, scroll down to the Fulfillments tab and expand it: 2. Choose Delivery Method you can the client directly, the documents to yourself, or print the documents yourself 3. Enter the client s name in the Attention to field 4. The From address will populate with your client s address. You can add additional e- mail addresses. 5. The Subject and body will prepopulate based on the template selected. 6. Check each box to attach all three documents Confirmation Document, Wallet Card and Policy Wording 7. Click Send 8. You can click the magnifying glass shown below in the red box to manually download the documents: 9. You can confirm the documents sent when you see the below: 10. The Confirmation Document will confirm, again, if the policy has been paid. 11. Confirmation of insurance documents can be issued multiple times. CONFIRMATION OF INSURANCE DOCUMENTS MUST BE SENT TO THE CLIENT: ONCE A POLICY HAS BEEN ISSUED OR WHEN ANY CHANGE IS MADE TO THE POLICY Page 15 of 20

16 7 REVIEWING A POLICY Once a policy has been issued and paid, you can review the policy details. 1. The Policy Timeline reflects the policy duration and current status: 2. Choose Policy Log to view the policy transaction history. Click the arrow to expand each section. 3. The Policy holder information shows the client details of the first named insured. 4. You can add a note to the policy under the Notes tab. Enter the note and choose Save 5. You can review the financial details under the Finance tab. This will display the premium amount and any applicable fees and taxes. 6. The Policy Structure tab provides a summary of the policy s coverage limits and benefits. 7.1 SEARCHING YOUR POLICIES You can access issued policies to view the details or make changes in a number of ways. 1. Navigate to the home page by clicking the Berkley logo in the top left corner. 2. Choose My Latest Policies to view a list of all your policies and quotes. 3. Search for a policy using the search function at the top right of the home page using either the policy number or the client s name. Page 16 of 20

17 8 QUOTING A POLICY You can quote a policy prior to issuing it. This allows you to send coverage and premium details to a client for their review. 1. Select the product and enter the client s information and policy coverage s in the same manner as for issuing a policy as described in Sections 1 and Click once all information has been entered. 3. Confirm the client details are correct and select the payment plan. Selecting the payment plan will let you view the payment schedule. 4. You now have the option to select which is next to the button at the bottom right of the screen. 5. Once you click you will have an active quote and can: Review your quotes in the tab at the top of the screen. Print or the document to review the quoted premium and coverage s with the client. Update the client s information by clicking on the client s name. Change policy coverage s or answers to the medical questionnaire (if applicable) by selecting Replace Situation under the tab at the top of the screen. Any change to coverage, client information, or answers to the Medical Questionnaire may result in a change in the quoted premium. 6. To issue a policy from a Quote select at the top of the Quote screen under You will be required to re-confirm all client information, and the policy payment method and payment frequency. You will now enter the client s billing information. Once the policy has been issued the quote will no longer be available. Only issue a policy once all client information, policy coverages, payment method, payment frequency, and billing information have been confirmed. No coverage is in place on an issued policy until payment has been registered. On the Confirmation of Insurance Document, the following will be displayed if the policy premium is not paid: An unpaid policy must be paid for it to be a valid policy. You can pay for the policy before the effective date. Notification of an unpaid policy will be sent by Berkley. The agent has 7 days to make payment on the policy. If the policy remains in arrears after 7 days, THE POLICY WILL BE CANCELLED FLAT AND THERE WILL BE NO COVERAGE UNDER THE POLICY. QUOTES WILL BECOME VOID AFTER 14 DAYS OR ONCE THE EFFECTIVE DATE HAS PASSED. Page 17 of 20

18 9 CHANGE REQUESTS This section describes the changes you can process on an issued policy. Any other change requests must be submitted to Berkley for processing at Your request must include: The policy number The full name of the insured Complete details of the requested change, including the effective date Any additional documentation to support the request 9.1 CANCELLING A POLICY PRIOR TO THE EFFECTIVE DATE You can cancel a policy before the effective date. 1. To do so, search for the policy in any of the ways described in section Once you have located the policy, choose Actions > Cancel in the top right corner on the policy page: The policy will then look like this with the Status: Cancelled 9.2 ISSUING A REFUND 1. Full refunds are available when you have cancelled a policy before the effective date. To process a refund, navigate to the policy page and cancel the policy (instructions above) 2. Once the policy is cancelled, choose Payments > Request Refund 3. You will then be able to process the refund to the credit card that was used to make the premium payment. If the credit card that was used to make the initial policy payment has been cancelled, please contact Berkley at travelportal@berkleycanada.com. 4. Re-issue the Confirmation of Insurance document. The Confirmation of Insurance document is now the policy cancellation document. It will show the policy has been cancelled. 5. Add a note to the policy. Page 18 of 20

19 9.3 CHANGING THE POLICY EFFECTIVE DATE Prior to the original effective date of the policy, you can change the effective date. 1. Search for the policy using any of the ways described in Section Choose Actions > Replace Situation 3. Change the First date of cover and the Arrival date to the new effective date. The system will automatically change the Last date of cover. 4. Choose Go to approval 5. Confirm the details of the change request are correct, and choose Change 6. Be sure to make any additional payments that may be due. There is no coverage in effect if the full premium has not been paid. 7. Re-issue the Fulfillment Document, as described in Section Put a note on the policy. REMEMBER: CHANGING THE EFFECTIVE DATE OF THE POLICY MAY CHANGE THE PREMIUM. PREMIUM IS CALCULATED BASED ON THE AGE OF THE CLIENT ON THE EFFECTIVE DATE, NOT ON THE DATE THE POLICY WAS ISSUED 9.4 REMOVING ONE CLIENT FROM THE POLICY You can remove one client from the policy prior to the effective date of the policy 1. Search for the client in any of the ways described in Section 7.2 Choose Actions > Replace Situation 2. Click the x next to the client to be removed from the policy under the Selected Clients heading 3. Click Go to approval at the bottom of the screen 4. If you are removing the primary insured, you will have to confirm the Client Information 5. Click Change. 6. You will refund the premium 7. Re-issue the Confirmation of Insurance document 8. Add a note to the policy Page 19 of 20

20 10 CHANGE REQUESTS TO BE SUBMITTED TO BERKLEY CANADA Policy change requests that cannot be processed by you must be submitted to: 10.1 CHANGE REQUESTS MUST INCLUDE The policy number The full name of the insured Complete details of the requested change including the effective date Any additional documentation to support the request We will respond to your request within 48 hours, during regular business hours: Monday to Friday: From 09:00 AM to 05:00 PM Eastern Time 10.2 CHANGE REQUEST EXAMPLES Requests to change the effective date after the current policy effective date has passed. A copy of the insured(s) passport(s) showing the arrival date in Canada and any supporting travel documentation is required. Requests for cancellation after the effective date. A copy of the insured(s) passport(s) showing the departure date from Canada or their boarding pass is required Changes to the insured s name. A copy of a government issued document (passport, driver s licence) showing the insured s correct name is required Changes to the insured s date of birth. A copy of a government issued document (passport, driver s licence) showing the insured s correct date of birth is required. Any other policy change requests after the effective date. PLEASE NOTE: ANY SUBMITTED REQUESTS THAT YOU CAN PROCESSED WILL BE RETURNED TO YOU 10.3 OTHER TIPS It is extremely important you do not create duplicate policies for the same client. Even if they are unpaid and have different policy numbers. Please do not create test policies. You must pay for policies once it has been issued; otherwise the policy is not active. Review the policy prior to sending the fulfillment documents to the client. Click the Berkley logo at the top right of the screen at any time to return to the homepage CONTACT US Have other questions/concerns/inquiries? travelportal@berkleycanada.com and we will respond to your request within 48 hours during regular business hours: Monday to Friday 9:00 AM to 5:00 PM Eastern Time. Page 20 of 20