Agents FAQs

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I’m Unable to Log Into iGO. What Can I Do?
There could be many reasons why you are unable to log into the iGO software. Some of those reasons may be caused my your browser.

Before contacting support, here are a few simple browser troubleshooting options you can try.

Try closing and re-opening the browser

Try accessing the software with a different browser. For a list of our compatible browsers, click here.

Try clearing your browsing history. Unsure how to clear your browsing history, click here.
How do I get the electronic application signed?

In iGO, we provide three main ways to collect the signatures for your electronic application. Most carriers allow all three but may have restrictions as to which method is available. For a list of Carriers installed with iGO, which includes the available signatures methods and restrictions, click here.

Electronic signature –

Email/Remote

One of the most popular methods of collecting signatures is the electronic signature via email. This option allows you to send an email notification out to your client to digitally sign the necessary documents. With this option, you don’t even need to be in the same state as your client to sell them insurance.

For more information regarding email/remote signature, click here.

Face to Face

If you are with the client, in their home, your office, or wherever, you can capture the electronic signatures from within the screens where you filled out the application. This can speed up the process and make it easy for you and the client to sign and submit the application.

For more information regarding Face-to-Face signatures, click here

Other signature methods

Print and Wet Sign

In the event your client doesn’t have an email address or has no way to make it to your office, we provide the option to print the application and collect the wet signatures.
How Can I Check Who Has Been Sent an Email on a Case?
Can Different Roles Use the Same Email when Signing an Electronic Application?

No. When using clickwrap, or electronically signing an application via e-mail, each person or party signing must have a separate and unique e-mail address. Therefore, two different people in two different roles (e.g. the primary insured and the owner), cannot use the exact same e-mail address for the signature process.

Example:

The below scenario will not work because both individuals are attempting to use the same email address.

Primary Insured: Mary Smith
Email: SmithFamily@gmail.com
Owner: John Smith
Email: SmithFamily@gmail.com

The below scenario will work because each person is using a unique email address.

Primary Insured: Mary Smith
Email: MarySmith2@gmail.com
Owner: John Smith
Email: SmithFamily@gmail.com
What Is My PIN, SSN, TIN?
The 4 digit e-Signature authentication number is pulled directly from information entered within the iGO e-App electronic screens. For example, the insured e-Signature credentials will typically be pulled from the social security field located on the Proposed Insured screen. For this reason, you may want to go back to that screen, and verify that the Insured’s SSN was entered accurately.

The client’s authentication number may vary depending on their e-Signing role. For instance, an individual e-Signing on behalf of a corporation may be required to authenticate using the last digits of the Tax Identification Number. Typically, the consumer will use an SSN or TIN to access the e-Signature process.

The agent will typically use the last four of their SSN to authenticate into the e-Signature process. It is possible that the agent was provided the opportunity to make up their own unique 4 digit PIN, in which case the PIN would be what was entered on the electronic e-Signature screens within iGO.

Still unsure which PIN to use? Click here for instructions on locating the correct PIN for a case.
What Should I Do If I’m Locked Out from Entering Wrong PIN/SSN/TIN?

Consumers, Agents, and Case Managers are required to authenticate into the e-Signature process using a unique PIN, TIN, SSN. Each e-Signer is allotted 3 attempts to accurately enter their information. After 3 unsuccessful attempts, access to the e-Signature process is temporarily disabled. To resolve this issue, follow these instructions.
What Should I Do If My Case Is Expired?
What Can I Do if the Agent or Client is Not Getting the Signature Email?
What Can I Do If My Emails Are Getting Blocked?
What Can I Do If My Client Has Signed, But I Am Not Yet Able To?

In cases such as these, it is important to note that there are many roles involved in the e-Signature process. All roles (such as proposed insured, payor, owner…etc.) must complete the e-Signature process before the agent can sign.

Therefore, it is possible that the client has signed, but the agent is not yet able to because one of the other roles has not yet completed the e-Signature process.
What if the Signing Party Declines to e-Sign?
Each e-Signing party is offered the opportunity to decline to e-Sign, therefore opting out of the e-Signature process. If a signing party declines, the current e-Signature process will be cancelled. Pending the reasons for why the e-Signer chose to decline, you may choose to re-initiate the e-Signature process by following the steps below:

Log into your iGO e-App account and navigate to the My Cases screen.

Click the name of the client you wish to re-initiate the e-Signature process for.

Navigate to the Application tab located near the top of your page.

Locate the lock boxes down the left side of the page, and scroll down to locate the validate and lock data screen or lock unlock data screen (this screen will have a green check mark next to it.)

On that screen, click the Unlock button.

Once the application has been unlocked, you may navigate through the electronic screens and make changes to the application, if needed. Note: You may have to click through each of the electronic screens to re-validate and regain your green check marks.

Once you have completed making any changes and have re-validated all application and forms screens, you may lock the application and proceed through the remaining screens to resend all consumer emails.

Note: If an agency declines an application, this will cancel the application and require the agent to enter a new application.
How do I Check the Status of an iGO e-Application?
How Do I Delete a Case from My Dashboard?

The delete case function is made available at the agency’s or carrier’s discretion. If you do not see the option to Delete Case is not available, you will not be able to delete cases. However, cases will be purged from the system after 120 days of inactivity. If you have the option to delete cases, click here for instructions.

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