Why can’t I see the “Requests” option on the top level menu?
(i.e. Top menu is “Users” and “Teams” only).
Your staff record may only have Administrator privileges. If you need to use the
Requests option then Adviser privileges must be added. Update your privileges by
using the Users, Staff members options to locate and update your record.
My client has policies with multiple Providers. How do I request information from all of them?
A single ULoA can include one or more Provider requests and each may include one
or more policies. Select Providers and add the policies as required when creating the
request. When the request is submitted each subscribing Provider will immediately
get access to their request and all relevant authorisation evidence. Those Providers
can then accept the request and progress fulfilment.
My client needs to authorise requests for multiple policies across multiple Providers.
Do I capture and scan and upload signature forms for each?
No, each signatory to a ULoA request needs to sign only once. The ULoA signature
form is for the client to authorise the full request. Scan and upload the signed form
using the button that is specific to the client and the service will share it with any
relevant subscribing* Provider and/or include it in any request download created for
other Providers.
I have created a request and the status on each policy for one of the Providers is “Sent by Email”. Why?
ULoA has detected that the Provider is either not yet subscribing or they are subscribing but have chosen not to receive requests for this product type or policy reference range via the service. Where this is the case, the Provider will be sent the LoA request directly to them via a secure email. The Provider will process the fulfillment as they would normally do if you sent them an email.
Why have some of my older requests disappeared from the service?
ULoA is NOT a permanent store of LoA request or fulfilment data. Regular archiving removes draft requests from the service 90 days after their creation and clears all personal and sensitive information from submitted requests 365 days after their submission. The rationale is that any draft left unsubmitted 90 days after its creation is no longer required, and any submitted request should be fulfilled (or rejected) within 365 days of being submitted. Parties to requests (i.e. Advisers and Providers) are responsible
for downloading any data that they need to keep in order to comply with their firm’s
data retention policies before these limits are reached
Does the system alert me to any updates or activity that has happened with my requests?
Yes, ULoA has optional alert email notifications that can be sent to an email mailbox of your choice, so any changes in the status are communicated to you immediately. Providers can also use our notifications, so they know straight away that a request has come in from you.
Can I use my own data request checklists in ULoA and does it support digital signature?
Yes. You can upload your own bespoke data request items that your business demands part of your own quality and assurance process. You can upload digitally signed declaration forms (e.g. Docusign, Adobesign) from the client, upload your own wet signature document or use Origo's own signature documentation.
How will I know that my LoA request has been received by the Provider?
When a fully subscribed Provider receives your LoA request, they will either accept the request (in order to begin the fulfillment request), decline the request, set an expected response time, or indeed contact you for further information. All all of these actions are carried out via ULoA that triggers an email notification alert to you. The status of the request is then shown within your "active requests" menu on the service. When a non-subscribed provider gets a a request via ULoA the system will send them a secure email on your behalf and the status of request will update to show "Sent by Email".