Why did we enable this feature?
Only 10% of clients update their cert holder lists during the renewal process due to the activity being so inconvenient. Today, agents must log into CSR24, download a spreadsheet, email it to the client, and wait for the client to send back the updated cert holder list before manually uploading it back to CSR24.
Benefits of the Feature
Solution: Building an integration directly between Indio and CSR24 where the certificate holder list in CSR24 can be pulled into Indio as a schedule during the renewal process for review and updating. Once changes are made, the client will be able to export the updated cert holder list back to CSR24. This greatly helps improve the user experience, increases utilization (beyond 10%), and saves time for both the agent and the client.
How Does the Feature Work?
Agent imports Cert Holders CSR24 schedule while importing schedules from Epic
The agent clicks the Add Workbook button
The agent clicks the Import from Epic button. The agent could also Start with a Blank Workbook if they choose.
The agent selects a policy and clicks the Continue button.
The agent selects schedules, checks the checkbox to import certificate holders from CSR24 as a schedule, and clicks the Import button.
The schedules are imported into the schedule workbook and the agent is taken to the schedule workbook page.
PLEASE NOTE: before reaching out to support about a Certificate Holders CSR24 schedule failing to upload, please double check that the client does in fact have cert holders in CSR24 to import.
Insured reviews cert holder list, makes updates, and marks schedule as reviewed
The insured navigates to the schedule workbook page and proceeds to fill out the available schedule workbooks.
The insured is taken to the schedule workbook page. The insured clicks the Review button for the Certificate Holders CSR24 schedule.
The insured is taken to the CSR24 schedule page. The insured reviews the schedule and removes or edits existing cert holders before clicking the Mark Reviewed button (sync back to CSR24 takes place). NOTE: Insureds can only remove or edit cert holders. They do not have the ability to add cert holders to the schedule. Insureds will have to contact their agent to re-add a cert holder if they were erroneously removed.
Insured or Agent views schedule changes
After having been marked as reviewed, the insured or agent clicks the View Changes button.
The insured or agent is taken to the view changes page.
Agent retries the CSR24 certholder export when the insured marked the schedule as reviewed in Indio and upload failed
If export has failed the agent opts to retry the export.
In this example, the agent clicks the Retry Export to CSR24 button in the notification email they received.
Agents will also have the option to click the Retry button from:
The Submission Details Page
The Schedule Workbook Page &
Inside the Schedule
The Activities Screen
The agent is navigated to the schedule workbook page.
A spinner and message display alerting the user to what is happening.
Note: if the the agent is not logged in, they must authenticate first.
A success message is triggered upon the schedule’s successful export to CSR24
An error message is triggered if the export to CSR24 fails.
Clicking the Retry button after an export attempt has failed triggers another export attempt.
Setup
In order to set up this feature you'll need to adjust some settings in CSR24 first based on the checklist below. Once you've made those adjustments reach out to Support via the chat or support@appliedsystems.com and ask them to turn on the feature for you.
Setup Checklist
Check the required Interest End Date and Email Renewal Cert for Recipient 1 columns in Insured Holder Export Default under CSR24 (in CSR24 -> configure -> export defaults -> insured holder export default
Ask Support to enable the CSR24 Certificate Holders brokerage setting
Adjust your schedule templates to show the new CSR24 Certificate Holders Schedule
Detailed Setup steps
First make sure that the two required columns are checked in Insured Holder Export Default under CSR24 (in CSR24 -> configure -> export defaults -> insured holder export default)
InterestEndDate absolutely must be enabled
Email Renewal Cert for Recipient #1 absolutely must be enabled
You can optionally select any of the following additional fields as well. The other fields available on the Insured Holder Export Default page are only included in the Self-Service holder spreadsheet export and will not display in Indio.
Name
Address1
Address2
Address3
Address4
City
StateProv
Zip/Postal
Send via Mail
Email1
Send Via Email
Fax1
Location/Description (Read only)
Description of Operations (Read only)
Ask Support to enable the CSR24 Certificate Holders brokerage setting
After they have turned on the setting for you, you'll need to adjust your schedule templates to show the new CSR24 Certificate Holder schedule
Go to Admin -> Schedule Templates -> General Business
Click the Inactive tab
Find the CSR24 Certificate Holders schedule, then click the 3-dot menu and choose Set Template as Active
Click the the Active tab and confirm that you see CSR24 Certificate Holders
While still on the Active tab, find Certificate Holders CSR24, and Set Template as Inactive
NOTE: Certificate Holders CSR24 is the old version of the schedule, so setting it as inactive removes confusion for your users
FAQs
Q: Does this new Cert Holders CSR24 Schedule support very large lists of certholders with thousands of rows?
A: While the Cert Holders CSR24 Schedule does support up to 8,000 rows, the performance/speed of loading, filtering, and updating suffers significantly as the number of rows increases. Ideally, this feature works best for cert holder lists with 1,000 rows or less.
Q: Can I add new cert holders via the new Cert Holders CSR24 schedule?
A: No, this schedule is NOT intended for adding new cert holders. Users will only be able to edit or delete existing holders via this new schedule. Agents should continue adding new cert holders via CSR24.
Q: Does deleting a cert holder in Indio permanently remove the record in CSR24?
A: No, deleting a row or cert holder in the new Indio schedule does not permanently delete the record. This action dates off the cert holder as simply does not send the certificate going forward.
Q: If changes in CSR24 are made by the agent after the Cert Holders CSR24 schedule is added in Indio, will those changes be automatically reflected in the Indio schedule?
A: No, however, the agent can always update the Certificate Holders CSR24 schedule in Indio by deleting the old schedule and adding the CSR24 schedule again.
Q: What columns can the insured edit on the Cert Holder CSR24 schedule? Which ones will be read only?
A: Editable Columns include: Name, Address, City, State, Zip, Send via Mail, Fax, & Email Read Only Columns include: Named Insured Name & Address, Templates, Location / Description, Description of Operations.
Q: Will the Cert Holders CSR24 schedule have all the same column actions available in other schedules?
A: No. Only the following column actions will be shown for this schedule: Sort Ascending, Sort Descending, Filter Column, Group by this Column. All the following actions will be hidden for this schedule: Mark Column as Required, Lock Column, Hide Column, Rename Column, Edit Description
Q: What happens if a retry is successful and the agent clicks the Retry button in their notification email again?
A: The agent will be navigated to the schedule workbook page and a popup modal will notify them that the Schedule Has Already Been Exported.
Q: What happens if the agent clicks the Retry button but the Certificate Holders CSR24 schedule has the status of Pending?
A: The agent is navigated to the schedule workbook page for the submission and the Certificate Holders CSR24 Schedule is Pending modal is triggered.
Troubleshooting
I’m getting an error when trying to import a certificate holders schedule into Indio
First confirm that this client is synced with Epic. If not, make sure the client in Indio has the proper lookup code in the manage accounts page, then click Sync with Epic → Sync from Epic so that Indio and Epic can pass information about this account
Next confirm in CSR24 that there are active certificate holders for this account. The certholders must be active and have an active template with those active holders tied to that template.
An easy way to check whether a certholder is active is to see if they show up on the Holders List when it is filtered to active
a template in CSR24 is active if the name of the template on the bottom of the certificate holder is written in dark text. The names of inactive templates are listed in red
If neither of these solve the problem please reach out to support. Please share:
the exact time (as close as possible) of the failure to help find it in the error logs
confirm whether changes were made in CSR24
the account, and submission you are attempting to import into
The CSR24 schedule fails to upload to CSR24 when the insured has marked it as reviewed
A notification email is sent to assigned agents alerting them of the failure and there is an activity created on the client in Indio that is a record that CSR24 was not updated. You can click Download Schedule to get a spreadsheet to manually upload to CSR24. The instructions for how to manually import an excel schedule into CSR24 are available in the main help file within CSR24
We do not recommend asking the insured to re-open the schedule and click marked reviewed again. Indio automatically retries the upload to CSR24 three times, so a 4th try is unlikely to be successful.
It’s possible that the changes were made in CSR24 but Indio did not receive confirmation back. To check this, open the CSR24 Certificate Holders schedule in Indio and do View Changes to identify a change that should have occurred. Then open CSR24 and check that holder. You can confirm whether changes were pushed to CSR24 by checking if the “Last Changed By” column says Indio
If you continue to experience errors please contact support and provide the below info:
the client and submissions that experienced the failures
the time of the failure stated on the activity to help find it in the error logs
confirm whether or not changes were made in CSR24
Still have questions? Feel free to chat with our support team using the chat feature located in the bottom right-hand corner of the platform or email support@useindio.com.
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