Transat Travel Insurance On The Web. User Guide. March 2008

Transcription

1 On The Web User Guide March /06/2008

2 Contents Contents 2 Sign On Screen 3 Menu Bar 4 To Purchase a Plan or Obtain a Premium Quote 5 Quote/Purchase Screen 6 Premium Quote 7 Insured Information 8 Payment Information 9 Final Review 10 Confirmation Page 11 Confirmation Example 12 To Search for a Policy 13 Search Results 14 Example of Search Results 15 Review Accounting Lines 16 To Refund a Policy 17 To Change a Policy 18 Agency Admin 19 Change Password 20 Add, change or delete agents for this agency 2 Agent Maintenance 22 To Save Accounting Lines To ConsulPC 23 Update Status 24 If You Have Problems With Our Service 25 PROBLEM: Web is not available when you go to 25 PROBLEM: Login fails 26 PROBLEM: Error on Quote, Finalize, Refund or Change 26 PROBLEM: After Finalize is clicked, the application fails or the connection to the Internet fails 26 PROBLEM: Error screen 27 PROBLEM: The accounting lines are not updated into ConsulPC 27 30/06/2008 2

3 Sign On Screen URL : To Sign On follow these steps: Enter Agent Code as assigned to you. Enter Agent s Initials (maximum 3 characters, i.e. Jane Smith = JS) Enter Password provided by Pottruff & Smith if you are unsure of your password, contact Customer Support at in Canada (excluding Quebec) and in Quebec. Quick Tips Remember the password is case sensitive. All of our screens have been designed to be mouse-friendly or keyboard-friendly. Use the Enter key on all screens to activate the next step in the process. Use Tab key to move to next field or Shift Tab to move back a field. Underlined words are hyperlinks to another page (usually Help about that field). Click on the Spacebar to activate a check box. 30/06/2008 3

4 Menu Bar To access the following features from the main menu bar, click on: To provide the option of purchasing a plan or obtaining a quote. To provide the opportunity to refund an existing policy or to make changes to an existing policy. To provide the capability to locate any existing policy. To provide a description of each of the plans available, including a summary of the benefits. To provide information on support services such as sales tips and training tools. To provide forms such as extension applications, special approvals, late authorizations, and claim forms. To provide information explaining the necessary documents needed when submitting a claim, classified by claim category. To view Frequently Asked Questions. Perform password changes and administer agent accounts. To provide an information list of telephone numbers, , addresses, fax numbers and hours of operations. 30/06/2008 4

5 To Purchase a Plan or Obtain a Premium Quote To obtain a quote and/or purchase a plan, please follow these steps: Select Plan. Click more plans>> to choose from additional plans Press Enter or Click Quote/Purchase. Quick Tips Click on View Details to view description of the selected coverage. Use the Menu Bar at the left of the screen to access additional features. 30/06/2008 5

6 Quote/Purchase Screen Enter trip information, making sure all necessary boxes are completed. If more than one traveler requires insurance, each age must be entered. Press Enter or click Get Quote to obtain premium quote. Quick Tips Quotes can be generated as often as required. Click on any underlined words for helpful information. Click on Click here if you prefer to enter ages/birth date to toggle between entry modes Click Change Plan to change the plan selection. Click Quote/Purchase to modify trip information and obtain new quote. Click View Details for description of plan. Click View Rates to view premium rate schedule. 30/06/2008 6

7 Premium Quote Review information and quote premium to client. If the client wishes to make changes, click Modify and enter changes. All other information entered prior to any changes is retained to continue the quote/purchase. If client accepts the quote, press Enter or click Purchase to continue. Quick Tips Click Change Plan to change the plan selection. Click Quote/Purchase to modify trip information and obtain new quote. Click View Details for description of plan. Click View Rates to view premium rate schedule. 30/06/2008 7

8 Insured Information * Enter insured(s) name(s). If more than one age was entered, more than one insured name box fields appears. Enter the departure city and furthest destination using IATA codes only. * Contact information is optional. Click on underlined words for helpful information. Press Enter or click Continue. Quick Tips Click Quote/Purchase to modify trip information and obtain new quote. Click View Details for description of plan. Click View Rates to view premium rate schedule. Click Go Back to go back to Quote/Purchase screen. 30/06/2008 8

9 Payment Information We accept multiple forms of payment. A client can use up to 3 credit cards and cash/cheque. Payment information can be split by passenger, by percentage, or by amount. Click on the first drop down box if a split is required. Click on Method of Payment and select Credit Card, Cash/Cheque or Debit. If payment method is cash, click Cash/Cheque and Continue. If payment method is credit card, click on Credit Card Type and select type of credit card. Enter Credit Card Number and Expiration Date. * * NOTE: Contact your supervisor or branch manager to determine the correct procedure for obtaining a credit card authorization number at your location. Quick Tips Click Quote/Purchase to modify trip information and obtain new quote. Click View Details for description of plan. Click View Rates to view premium rate schedule. Click Go Back to go back to Quote/Purchase screen. 30/06/2008 9

10 Final Review Review all information shown on the Confirmation screen. Click Finalize to complete purchase and receive confirmation number. Quick Tip Click Finalize to complete the transaction and process the payment. 30/06/

11 Confirmation Page This is the confirmation page to be printed out for the client. To print, click the printer icon in the yellow box at the top of the page. Note that the confirmation page can be printed in English or in French. To , click on the image in the yellow box at the top of the page. This will automatically include a PDF of the travel insurance policy (see example on page 13) Multiple addresses, for the same confirmation, must be separated by a coma. To continue, click on the logo to return to the Purchase/Quote screen. 30/06/

12 Confirmation Example Subject: POLICY CONFIRMATION: This is an electronic confirmation of your policy purchase. Please save this for later reference. Agency: Policy Number: TC Application Date: 04Apr2007 Agent: LW Departure Date: 01Jan2008 Departure City: YOW Return Date: 02Jan2008 Furthest Destination: CUN Note: The PDF file of the policy will automatically be attached to this . Insured Information Insured(s) Pax 1 Test: 40 year(s) old Pax 2 Test: 40 year(s) old Plan Concierge Plan Insured Amount: $1000 Benefit Summary Concierge Plan Insured Amount: $1000 Medical Expenses Up to $10,000,000 Common Carrier Flight Accident Up to $250,000 Public Conveyance Accident Up to $50,000 Other Travel Accident Up to $50,000 Baggage and Personal Effects Up to $1,500 Personal Money Up to $200 Trip Cancellation - Sum Insured Trip Interruption - Unlimited Payment Details Total Premium: $ ($ $0.00 tax) Cash: Comments and Itinerary Text Comments: Test Itinerary Text: Underwritten by Manulife Financial To view and print the travel insurance policy, you will need Adobe Acrobat reader loaded o your computer. Click here to download it for free. This was sent to you by an automated server. s sent to this address will not be responded to. If you require more information, please contact your Travel Agent. 30/06/

13 To Search for a Policy To locate a policy, complete any box and click Search. Any combination of policy number, confirmation number, last name or first name can be used. Click on the Use Issue Date range check box to filter the search by date. Click Search. Quick Tip To narrow your search, use the Issue Date range function, located beside Search button. 30/06/

14 Search Results To view specific policy details, locate the policy and click on policy number. Example is shown on next page. Click refund or change to launch directly into the refund or change screens. 30/06/

15 Example of Search Results From this screen, the following functions are available: In the Accounting section at the bottom of the page, click view details to see the accounting lines generated for the Issue, Refund or Change. Click Refund to process a refund. Remember that refund rules can be viewed by clicking on Click to view our refund rules. Click Change to modify data. Click Reprint to reprint policy confirmation. Quick Tip Bypass this screen if policy information is on hand. From the Search Results screen, locate policy and click desired Action. 30/06/

16 Verify Accounting Lines This screen indicates the accounting lines generated for ConsulPC. If you have difficult transferring the accounting lines during the original transaction, you can use the Transfer Policy Information button to restart the transfer process. 30/06/

17 To Refund a Policy Prior to processing a refund, click on Click to view our refund rules. Enter Refund Reason. Authorization # only required when requesting Refund after departure date. To request authorization #, contact Customer Support at in Canada (excluding Quebec) and in Quebec Click Process Refund. Click Partial Refund when entire premium is not being refunded 30/06/

18 To Change a Policy The items listed above are all the fields that can be changed on a policy. Changing the length of the trip or the age(s) of the insured(s) may change the policy premium. The original form of payment will be used for any change in premium unless the original payment was a split form of payment. If the original form of payment was split then you must enter in credit card information. Click Process Change. 30/06/

19 Agency Admin There are two ways an agency can be set up: With a single sign on agency, everyone uses the same password With a multiple sign on agency, each agent has their own password assigned to their user initials. Note: To be set up as an agency having multiple agents sign on please contact Customer Support at in Canada (excluding Quebec) and in Quebec. Depending on the set up of the agency, and the security rights of the user there will be one or two options on the Agency Admin screen. Change Password allows for a change in password for the current sign on Note: if everyone in the agency uses the same sign on please inform everyone of the new password Add, change or delete agents for this agency The option to administer agent sign-on s will be available if the agency is set up for multiple sign-on s. 30/06/

20 Change Password Enter in the old password Enter in the new password. Confirm the new password Click the Change Password button Quick Tip A password must be a minimum of 6 characters with at least 1 number. 30/06/

21 Add, change or delete agents for this agency Click on Add a new agent to create a new sign on for an agent To administer an existing agent click edit beside their name To delete an Agent click delete beside their name Note: An agent who has sold policies cannot be deleted from the system, they can be made inactive so they can not sign on To show only active agents click the Show active agents only button 30/06/

22 Agent Maintenance Enter in the Name of the Agent Enter in the initials of the Agent (maximum of 3 initials) Set the status of the agent, Active means they can sign on and sell insurance, InActive means they can not sign on. Set the preferred language to English or Francais Set and confirm the password Last Changed will show the when the account was last updated. The items checked under Authorized activities for this agent will determine the things the agent can do under Agency Admin. Change password will allow the agent to change their own password. Add, change or delete agents to the agency will allow the agent to administer all agents under the agency. Once all changes are complete click Save Changes Quick Tip Once an agent account exists the properties can be changed at any time. 30/06/

23 To Save Accounting Lines To ConsulPC When using ConsulPC, accounting lines are generated from any Purchase transaction. These accounting lines can be inserted into a PNR in ConsulPC using features built into 30/06/

24 Update Status Upon successful completion a screen similar to the following appears: Click on Transfer Policy Information. Click on Save. Remember to print the Confirmation Page. 30/06/

25 If You Have Problems With Our Service To assist you in using our service, several common problems and recommended solutions are outlined below: PROBLEM: Web is not available when you go to If this screen appears, please try again in a few minutes. If the problem persists please call Customer Support at in Canada (excluding Quebec) and in Quebec. 30/06/

26 PROBLEM: Login fails Please ensure the Agent Code and Password are entered exactly as provided by: The Customer Service Centre Remember the password is case sensitive. If problems continue, please call Customer Support at in Canada (excluding Quebec) and in Quebec PROBLEM: Error on Quote, Finalize, Refund or Change If this screen appears, press Quote again or try again in a few minutes. If the problem persists, call Customer Support at in Canada (excluding Quebec) and in Quebec PROBLEM: After Finalize is clicked, the application fails or the connection to the Internet fails Reconnect to the web site, login and use the search function to determine if the policy was completed. If using ConsulPC, the accounting lines may need to be added by manually clicking the Transfer Policy Detail button in the Policy Information screen. 30/06/

27 PROBLEM: Error screen If a similar error screen appears, please call Customer Support at in Canada (excluding Quebec) and in Quebec or a screen shot (use the Prnt Scrn button to capture the screen and then paste it into the ) to support@igoinsured.com. PROBLEM: The accounting lines are not updated into ConsulPC If the accounting line update fails, please use the following process to try again: Use the Search feature to find the policy Click on the policy number to view the details of the policy In the Accounting section at the bottom of the page, click view details to see the accounting lines generated for the Issue, Refund or Change. Use the Transfer Policy Information box to start the transfer process again. If the problem persists, update ConsulPC manually. If problems continue, please contact Customer Support at in Canada (excluding Quebec) and in Quebec. 30/06/