Download and read a provider response
Summary
-
Where: Open the Letter of Authority (LoA) from the client's "Letters of authority" page. Everything you can download is under "Documents to Download".
-
What's there: the signed LoA itself, a single download with all the provider's policy documents, and each document the provider sent, listed by file name.
-
When: The signed LoA is available once it has gone to your client. The provider's documents appear as they arrive, and the all-in-one download once the LoA is "Completed".
-
You'll be told: Timeline emails you when the LoA is ready to download.
Description
1. Download the provider's documents
-
Open the client and, under Actions, click "Letters of authority".
-
Click the LoA you want. Its details open.
-
Find "Documents to Download". Each file has its own "Download" button:
-
LoA-[reference].pdf: the LoA your client signed. You can download this once the LoA has been sent to your client, unless it shows "Error".
-
AllPolicies-[reference].pdf: every policy document the provider has returned, in one download. It arrives as a .zip file, so unzip it to see the documents. The button works once the status is "Completed".
-
Each document the provider sent: listed under its own file name, ready as soon as it arrives. You don't have to wait for "Completed".
-
Click "Download" next to the file you want. Your browser downloads the file.
2. Reading what the provider sent
Each provider replies in its own format. You might get a policy schedule, a valuation statement, a transfer value, a letter answering the questions on the LoA, or a mix. A few things to look for:
-
Which policy it is: check the policy number and plan type against what you asked for. One LoA can cover several policies with the same provider.
-
The date: valuations and transfer values are as at a date. Note it before you use the figures in a plan or report.
-
Anything the provider couldn't answer: providers sometimes leave a question out or say they need more from you. Ask the provider, using the details under "Contact Information", or email us.
-
Extra information you asked for: if you filled in "Request extra information from provider" when you sent the LoA, check it's been answered.
If you can't tell what part of a response refers to, or a file won't download or open, email support@timeline.co with the client's name and the provider, and we'll help.
3. If the provider needs a hand
Under "Contact Information" in the same window you'll find the provider's phone number and email. Use them to ask the provider about anything in their response.
Conclusion
The provider's documents land in the same place every time, next to the letter your client signed, so there's no inbox to search. Download them, check the policy numbers and dates, and they're ready for your file and your client's plan.