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LoA statuses explained, and when to step in

Summary

  • Where to look: Every Letter of Authority (LoA) for a client is listed on the client's "Letters of authority" page, with its "Status" and "Est. completion date".

  • Most statuses need nothing from you: Timeline sends the letter, gets it signed, forwards it to the provider and chases them automatically.

  • When to step in: at the "2nd chase" and "3rd chase", when an early status hasn't moved for 2 days, and whenever you see "Policy not found", "LoA not accepted", "Closed" or "Error".

  • Every status explains itself: Click an LoA to open its details. The "Details" section lists each status change with a date, what it means and a recommendation.

Description

1. Where to find the status

  1. Open the client and, under Actions, click "Letters of authority".

  2. Find the LoA in the list. The "Status" column shows where it is now.

  3. Click the row to open the LoA's details.

The details window has five sections: "Status", "Documents to Download", "Contact Information" (the provider's phone number and email, for chasing them yourself), "Details" (the full history, newest at the bottom) and "Actions" ("Restart LoA" and "Delete LoA").

The "Est. completion date" is based on how long the provider usually takes to complete an LoA. If you haven't received a response by that date, contact the provider directly. Some providers don't have enough history for an estimate, so the column shows "-".

2. Before the provider receives the letter

  • "Scheduled to be sent to client": the LoA has been created and will be emailed to your client for signature shortly. If it hasn't changed within 2 days, email support@timeline.co.

  • "Waiting for client signature": your client has the email and Timeline is waiting for them to sign. You'll get an email once they do. If nothing changes within 2 days, contact your client: the email may be in their junk folder, and the security code they need to open it expires after 15 minutes (they can ask for a new one). If your client says they've signed but the status hasn't moved, email support@timeline.co.

  • "Waiting for digitally rendered signature in wet ink": your client has signed. Their digital signature is being turned into a wet-ink signature for providers that need one. This usually takes under 24 hours and needs nothing from you. If it hasn't changed within 2 days, email support@timeline.co.

  • "Signed": your client has signed and Timeline will send the LoA to the provider. Nothing to do. If it hasn't changed within 2 days, email support@timeline.co.

  • "To be Posted": this provider works by post, so the letter will be posted to them. Replies by post take longer. If it hasn't changed within 2 days, email support@timeline.co.

3. While the provider has it

  • "Sent to provider": the LoA has reached the provider. Timeline recommends calling or emailing the provider after 2 days to check they've received it. Their details are under "Contact Information".

  • "1st chase": the estimated completion date has passed and Timeline has sent the provider a reminder. Nothing to do yet.

  • "2nd chase": a second reminder has gone, a week after the first. This is the point to follow up with the provider yourself.

  • "3rd chase": the third and last automatic reminder. Follow up with the provider directly. If they still don't respond, the LoA will be closed.

  • "Restarted": the LoA has been sent to the provider again, either by you with "Restart LoA" or by our team. Chasing starts again from the beginning. Check with the provider after 2 days.

4. When the provider replies

  • "Policy Added": the provider has replied and a policy has been added to the LoA. The details are ready to review.

  • "Policy Uploaded": the provider has replied and a policy document is ready to download.

  • "Completed": the LoA is finished. Download the provider's documents from "Documents to Download". See Download and read a provider response.

  • "Accepted": a policy has been accepted by hand and its information is ready to download.

5. When something needs your attention

  • "Policy not found": the provider couldn't find a policy matching your client's details, so they couldn't act on the LoA. Check the client's legal name, date of birth, address and the policy number, then send a corrected LoA. See Fix a rejected LoA or a wrong detail.

  • "LoA not accepted": the provider didn't accept the letter. Where the provider gave a reason, it's shown word for word in "Details". Timeline doesn't keep chasing an LoA in this status: fix what the provider asked for and send a new LoA, or contact support@timeline.co if the reason isn't clear.

  • "Waiting on provider": the provider needs updated information before they can go on. Email support@timeline.co and we'll tell you what's needed.

  • "Rejected": a policy on the LoA has been rejected by hand. Email support@timeline.co for the reason.

  • "Closed": the LoA couldn't be completed, usually because the provider didn't reply after three reminders, and it has been closed. A closed LoA can't be restarted. Contact the provider directly, or send a new LoA.

  • "Error": something went wrong sending the LoA. The message in "Details" says what. Click the support@timeline.co link under it: it opens an email with the client's name and the error already filled in.

6. Using "Restart LoA"

"Restart LoA" sends the same letter to the provider again and resets the reminders. It doesn't change anything in the letter, so use it when the details are right and the provider simply needs another go (for example, after you've sent them the ID they asked for). If a detail was wrong, send a new LoA instead. The button doesn't appear while the LoA is "Scheduled to be sent to client", "Waiting for client signature" or "Closed".

Conclusion

Most LoAs move from signature to completion without you lifting a finger. Knowing which statuses are your cue, the second and third chase, "Policy not found", "LoA not accepted", "Closed" and "Error", means you only pick up the phone when it actually helps. You'll also get an email at the key steps: see LoA Notifications: Keeping you informed throughout the process.

Next, read Fix a rejected LoA or a wrong detail, the step-by-step guide and the FAQs: Letters of Authority.