The Help document and the Frequently Asked Questions (or FAQ's) are set up as one document and navigation is possible through the entire document. There are hyperlinks to navigate to topics of interest. Use the browser's 'Back' button (<=) to take you back to the most recent position prior to the last link. (For example, if you click on a link in the sections of the table of contents for Help, subsequently clicking on the Back button will take you back to the table of contents.)

When finished viewing Help, you may choose to close the Help window (leaving the main browser still open) or you may choose to minimize the window and have it available at the bottom of the screen for quick reference.

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Policy Search

The Broker Portal provides two main methods of searching for a policy.

Policy Number Search

When you are first logging on to the Broker Portal, you will be taken to the Policy Search screen. Select the search type of 'By Policy Number' and enter the 7 digit policy number. If there is only one policy matching the number entered, you will be taken to the Policy Summary screen. If there is more than one policy number matching the number entered, you will be taken to the Search Results screen where you may select the applicable policy. Using the Policy Number search, this will only occur in instances where the policy prefix has changed over the life of the policy (example from ANR to APP).

Once you have accessed at least one policy, a quick search facility will be accessible at the top of the navigation bar to the left of the screen. Enter the new policy number to be accessed and click 'Search'.

Insured Name Search

When you are first logging on to the Broker Portal, you will be taken to the Policy Search screen. You will have access to two types of name searches: 'By Insured Name (Both First and Last)' and 'By Insured Name (Either First or Last)'. The two searches are different as follows:

Any Part of Name
Entering John Smith will return

John Smith
John Jones
Robert Smith
Jane Smith
John Smithson
Smith, John

All Parts of Name
Entering John Smith will return

John Smith
John Smithson
Johnathon Smith
Smith, John

If there is only one policy matching the name entered, you will be taken to the policy summary screen for that policy. If there are multiple policies matching the name entered, you will be taken to the search results screen to select the policy.

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Make Credit Card Payment

While in Inquiry Mode, navigate to the Credit Card Payment section of the system by selecting 'Credit Card' on the Navigation Bar under Travelers Canada's logo.

On the Credit Card Details screen, enter the payment information as indicated on the screen. Fields noted with an asterisk are mandatory fields and must be completed in order to submit. For Travelers Canada to correctly identify the policy number, enter the policy prefix and the seven digit policy number . If the cardholder name is different from the policyholder name, please complete this field; otherwise, you may leave it blank.

The Credit Card Details screen is designed for ease of entry. You may move through the fields using your mouse or the Tab key on your keyboard. The selection of Credit Card Type is a 'smart search' so you may enter a 'V' for VISA or an 'M' for Mastercard and then tab to the next field.

Cardholder Authorization is a mandatory field and indicates that you have received approval from the insured to process a credit card payment. Please indicate the authorization from the cardholder has been received (press the space bar on your keyboard or select with your mouse) and then click 'Continue'. If you wish to exit the Credit Card Details screen at this time, click 'Close'. You will see a confirmation pop-up. Click 'OK' to proceed.

Any information entered on the screen will be lost and cannot be retrieved. You will be taken to the Policy Search screen.

If you chose 'Continue', you will be taken to the confirmation screen. Please review all information entered. If a field requires correction, please click 'Return' to go back to the Credit Card Details screen. Please update the information and click 'Continue' again.

If all information is correct, click 'Submit'. The system will send the payment for authorization and you will be presented with a screen indicating that the payment is approved or declined. This screen is the insured's receipt of their transaction. Please print this screen for future reference. If the payment is declined, please confirm the credit card information with your Insured. If the information is correct, please have the Insured contact the Card Issuer or obtain alternate payment instructions from the Insured.

Although the payment is sent for authorization immediately, the payment will not be shown as applied to the policy until the next business day. If the payment amount does not match the amount outstanding on the policy, there may be an additional delay as staff at Travelers Canada will review the policy.

If you do not receive an authorization message of declined or approved or an error message, please contact your Customer Service Representative to confirm the payment has been received. If a duplicate payment is processed in error, contact your Customer Service Representative at Travelers Canada to resolve the issue. A credit card refund cannot be processed using this system.

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Starting an Amendment

While in Inquiry Mode, navigate to the area of the policy that you wish to change. Select the appropriate 'Amend' or 'Delete' button. If adding a Driver, Vehicle, Location, Scheduled Item, Watercraft or Vacation Trailer use the appropriate 'Add' button on the navigation tree to the left of the screen.

You will be taken to the 'Amendment Details Screen'. Select the applicable type of transaction, the amendment type and enter the effective date of the amendment. Select 'Continue' to proceed. The screens will now appear in 'update' mode and the fields will be open for entry.

Complete your changes as outlined in the specific sections below. After completing those changes, if other changes are required for the same policy term and the same effective date, select the appropriate area of the policy using the navigation tree to the left of the screen. You will not need to complete an 'Amendment Details Screen' again.

If no other changes are required, the amendment may be submitted. See the 'Submit Amendment' section.

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Saving an Amendment

There is no need to save an amendment in progress. Once you leave a screen, your entries will be saved for you automatically. If the screen is incomplete (i.e. all mandatory fields have not been completed) you will receive a prompt asking if you wish to complete the fields or lose the information entered on the screen. Note that you will not lose information entered on other screens, just the information on the screen that you are leaving. If there are errors or warnings on the screen, you will receive notification of the errors and will be given an opportunity to correct the errors and review the warnings. If the errors are corrected, the information will be saved. If you choose not to correct the errors, all information entered on the screen will be lost, however, information entered on other screens will still be saved.

If an amendment has been saved, you may access the amendment through the Work in Progress list or by using the Policy Search functionality. See 'Accessing an Amendment' for more details.

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Submit Amendment

Once all changes to the policy have been made, select the 'Submit Amendment' button from the navigation tree to the left of the screen. You will be taken through the various steps for submitting an amendment. The system will perform edits on the changes to ensure that all mandatory fields have been completed. The system will automatically rate the policy and will display the result. If errors occur, these will be returned and you will have the opportunity to correct the errors. Once the policy has successfully rated, you will be taken to the Transactional Notes screen to add a note to summarise the changes made to the policy. At this time, you will be given an option for printing a summary of the changes that you have made to the policy. Once you have completed your note and you have printed the summary (if required), you may continue the submission process. The system will present an option to either Submit to Travelers Canada (if your security permits) or Hold for Broker Underwriting Review. Make a selection (if available) and proceed. The system will present a confirmation screen.

If the policy change crosses more than one term, navigate to the Policy Summary screen and select the appropriate term from the options at the bottom of the screen. Please note that it is not necessary to add another transactional note when submitting a change that crosses more than one term. See 'Why do I need to update two terms?' in the 'Frequently Asked Questions' section.

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Print Amendment (Summary)

You have the ability to print (or save) a summary of the amendment(s) made to the policy.

The ability to print a summary of the amendment is only available during the submission process. After selecting 'Submit Amendment' from the navigation tree to the left of the screen, the policy will rate and present results. Click 'Continue Submit' on the Rating Summary screen. You will be taken to the Transactional Notes screen. A 'Print Summary' button will appear on this screen while you are in the submission process. Selecting this button will launch the printing process. The Adobe Acrobat Reader is required to view and print the summary. If you do not have the Adobe Acrobat Reader, see the Help section regarding 'Minimum System Requirements'.

A new window will open to preview the document. You may choose to save the PDF document prior to (or instead of) printing the document. Select the 'Save' icon (appears as a computer disk) and proceed according to the directions. To print, select the 'Print' icon (appears as a printer) and proceed according to the directions. When finished, close the window and proceed with the submission of your amendment.

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Rate Amendment

There are two methods for initiating the rating of an amendment.

During the process of entering an amendment, you may need to confirm the rate in order to advise the insured. Select 'Rate Amendment' from the bottom portion of the navigation tree to the left of the screen. You will be presented with the Rating Summary screen providing you with links for detailed information broken down by vehicle. After rating, you may make additional changes to a policy or may submit the change.
Please note that additional changes made to a policy after rating may affect the original calculated rate.
If you have completed the amendment and you wish to submit, select 'Submit Amendment' from the bottom portion of the navigation tree to the left of the screen. The policy will be rated and the results presented prior to completing the submission. Choosing this route will save an extra step.

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Accessing an Amendment

Once an amendment has been started and until it has completed processing at Travelers Canada, you can view the amendment. Access to the amendment is available directly through the policy or by using the Work in Progress list. If accessing through the policy, retrieve the policy and use the link near the bottom of the Policy Summary screen. This will take you to the Amendment Summary screen that will display all of the changes that have been entered on the policy during this amendment.

If the amendment is in the status of 'Processing at Travelers Canada', no further changes can be made to the policy on the Broker Portal until the policy has completed processing at Travelers Canada.

Any user with update access can amend transactions in the state of 'In Progress'. Only a user with 'Submit' authority can change the status from 'Hold for Review' back into 'In Progress' status. This can be achieved by selecting 'Modify Amendment' on the Amendment Summary screen. Once the amendments are complete, the change will need to be submitted again.

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Changing the Effective Date of an Amendment

Once a transaction has been initiated, it is possible to amend the effective date of the transaction. On the amend screens, there is a link for the 'Effective Date' of the transaction near the top of the policy information on the screen. Select the link and you will be taken to the Amendment Details screen. Update the appropriate information and press continue.

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Delete Amendment

This button appears on the navigation tree to the left of the screen. Selecting this button will completely remove any record of the transaction. All changes to screens will be removed. Once you have selected this button, you will receive a confirmation dialogue. Select 'OK' to continue with the deletion. Once the deletion is complete, you will be taken back to the Policy Search screen or the Work in Progress list (wherever you initiated the search for the policy).

If you only wish to remove changes to a particular screen while you are working on that screen, select the 'Cancel' button and the changes will be removed. You will be taken to the 'Amendment Summary' screen summarising the changes that have been done to the policy.

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Work in Progress

The Work in Progress (WIP) list provides access to all of the policies that currently have transactions in progress (initiated on the Broker Portal). The Work in Progress selection screen allows you to review all of the policies for your portfolio with a pending transaction or will allow you to search by criteria to refine the list you wish to review.

There are several different states that a transaction can be in: 'In Progress', 'Hold for Review', 'Banking Change' and 'Processing'. Once a transaction has been submitted to Travelers Canada, it will show the status of 'Processing' or 'Banking Change'. Although these transactions may be reviewed, further changes may not be made. If there is a problem with a transaction in this status, contact your Customer Service Representative for assistance.

The Work in Progress list allows you to view lists by broker number, by user, by status and by type of transaction.

You will be able to link to the policy of interest directly from the WIP list. Once you have completed your actions on a policy, you will be returned to the WIP list to select another policy. If you would like to select a policy that is not on the WIP list, select Policy Search to navigate to the Policy Search screen.

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Transactional Notes

A transactional note may be entered on its own or as part of a transaction. If entering a Note on its own, expand the section for Comments on the navigation tree to the left of the screen. Select 'Transactional Notes'. The screen will be presented in the Inquiry view. Select 'Add Note' and enter the information in the field provided. Select 'Submit' to send the note to Travelers Canada. Staff at Travelers Canada will not review these notes when submitted. They will be added as a comment to the policy and will remain on the policy. If you need to advise staff at Travelers Canada about a policy, refer to the 'Contact Us' section of the policy by using the navigation bar in the top banner of your screen.

A transactional note may also be added as part of a transaction. If noting details at the end of an amendment, you do not need to select 'Transactional Notes' specifically. During the submission process, you will be automatically taken to the notes screen.

If you wish to add a note during an amendment, expand the section for Comments on the navigation tree to the left of the screen. Select 'Transactional Notes'. Add your note and navigate to other areas of the policy to make further changes. The note will be saved automatically. When submitting the change, you will be taken back to the notes screen where your message will appear. You may add to or change the note you have entered as part of this transaction. Existing notes on the policy cannot be changed or deleted.

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Minimum System Requirements

The following are the suggested minimum system requirements for use of Travelers Canada Broker Portal. Note that the system may be functional at levels below those noted below but performance may be negatively impacted.

Pentium-class processor
Microsoft Windows 2000 (or better)
64 MB of RAM
30 MB of available hard disk space
Microsoft Internet Explorer 5.5 (or better) supporting 128 Bit SSL (Secure Sockets Layer) encryption
Display Screen and Desktop set to a minimum of "800 x 600"
Adobe Acrobat Reader 4.x (or better) (For print preview and print function)
Laser or Ink Jet Printer (For print function)
ADSL / Cable modem or networked T1 for Internet access & Network card / USB NIC card for ADSL / Cable modem connection (usually High Speed Access Service Provider will provide you the network card)

If you do not have the Adobe Acrobat Reader on your desktop, it is available at the Adobe site: http://www.adobe.com/products/acrobat/readstep2.html.

Important Note: Please confirm with your manager or technical advisor in your office before downloading anything from a website. This is an independent third party product. Travelers Canada does not provide technical support for the Adobe Acrobat Reader.

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Amend Bank Information

Bank Account Information changes are processed separately from Policy Changes. Both types of changes can be processed on the same day, however each change must be initiated independently.

Navigate to the Billing Information section using the Tree at the left of the screen. Select the 'Amend Bank Information' button under the Billing Details section.

On the 'Amend Bank Information' screen, indicate whether a signed authorization is on file. Please note that update to any field requires that a signed authorization is on file. If you enter 'no', you will not be allowed to proceed.

If the signed authorization is on file, please select 'Yes' and proceed to update the appropriate remaining fields. The current bank information is displayed on the bottom of this screen for reference.

Once you have completed updating the screens, select Continue. You will be taken to the confirmation screen.

If you do not wish to proceed, click 'Cancel'. You will see a confirmation pop-up. Click 'OK' to proceed and you will be returned to the 'Billing Information' screen and all updates to the 'Amend Bank Information' screen will be deleted.

On the confirmation screen, please review all information and confirm that it is correct. If there are any errors, click 'Return' and you will be taken to the 'Amend Bank Information' screen where you will have the opportunity to correct the errors or cancel the update entirely.

If there are other policy terms that are available for update, there will be a 'Continue' button. If there are no other policy terms available, there will be a 'Submit to Travelers Canada' button.

Where other terms exist: If the information is correct, click 'Continue' and you will be taken to a screen where you may select other terms for update. Please note: if a term is cancelled, amending bank information will not reinstate the policy term.

Select the other term (if required) and click 'Submit to Travelers Canada'.

Where no other terms exist and the information is correct, click 'Submit to Travelers Canada'.

You will have the opportunity to select an Adobe Acrobat PDF summary of the amendment for printing or saving or if this is not required, click 'OK'.

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Change Insured Name and/or Address

If you have not already reviewed, see the 'Starting an Amendment' section. Navigate to the General Information screen using the Tree at the left of the screen.

There are four fields for update for the Name and Address. If the Insured's name uses only one line, use the next two or three lines to complete the address. If the Insured's Name uses more than one line, there are only two lines remaining for the Address (do not combine name and address information on the same line). Please adhere to the following guidelines for updating the Insured's name:

Enter the name without a prefix (i.e. Mr., Mrs., Miss etc.).

Ensure that multiple Insureds' complete names are separated by an '&' sign and that one name is not split over two lines. If updating the address information, ensure that a valid Postal Code is entered in the noted section. If a United States address is to be entered on the policy, ensure that the five-digit U.S. Zip Code is entered in the Postal Code section. In this instance, note 'U.S.A.' at the end of the address information.

For Auto Policies, changes to the address will likely necessitate changes to the vehicle screens (update all applicable vehicles with the new postal code) as there could be a change in territory.

For Habitational Policies, changes to the address will necessitate changes to the property details screen for the location unless it is a mailing address change only.

If other changes are required to the policy term, select the next area for update using the navigation tree to the left of your screen. If no other changes are required, the amendment may be submitted. Please see the 'Submit Amendment' section.

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Update or add a Broker Client ID

If you have not already reviewed, see the 'Starting an Amendment' section. Navigate to the General Information screen using the Tree at the left of the screen.

Update or add the Client ID in the appropriate section.

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Add / Amend Loyalty Years

If you have not already reviewed, see the 'Starting an Amendment' section. Navigate to the General Information screen using the Tree at the left of the screen.

Enter the Loyalty Years in the appropriate section.

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Add or Delete Request for Dual Policy Discount

If you have not already reviewed, see the 'Starting an Amendment' section. Navigate to the General Information screen using the Tree at the left of the screen.

Update the Request for Dual Policy Discount in the appropriate section. Note that the Dual Policy Discount may or may not be given on a specific risk item based on other factors such as surcharges. Refer to the Rating Details screen for confirmation of whether the discount is included.

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Amend Location Information

If you have not already reviewed, see the section for 'Starting an Amendment'. Navigate to the appropriate Location using the Tree at the left of the screen. All locations can be amended using Broker Portal.

To amend the 'Occupancy Type' or the 'Form Type' click the 'Amend Selections' button. It will enable the fields. Note that changes to either of these fields will delete the coverage and extension information for the location as the coverages and extensions are significantly different across form types and occupancy types. If this information is changed, please review the coverages and the coverage extensions prior to submitting your amendment to Travelers Canada. If updated, click 'Continue' to proceed to the remainder of the screen. Any valid fields will have been retained on this screen.

On Location 1, it is likely that the mailing address and the location address are the same. If this is the case, the address information should be updated on the 'General Information' screen. It will then be updated on the 'Location Details' screen. If the insured has a different mailing address from Location 1, the address information should be updated on the 'Location Details' screen by amending the address or click the check box under the mailing address to add new location address information.

As you proceed through the screen, you may update any applicable information. Please note that if you request the Age Discount, you will be required to update the Insured's date of birth on the General Information screen.

If the dwelling is vacant or for sale, please provide additional details in the Transactional Notes section. If the dwelling is vacant, please ensure that appropriate underwriting acceptance has been obtained.

Once all updates have been completed, click the arrow at the bottom of the screen to proceed to the 'Interested Party' screen for this location or scroll up and use the Tree or the tabs at the top to navigate to the next screen.

If there are other amendments to be completed on the policy, use the navigation tree to the left of the screen. If you have no other amendments to make, you may submit the change. Please see 'Submit Amendment'.

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Add a New Location

If you have not already reviewed, see the section for 'Starting an Amendment'. Click the 'Add' button on the Tree next to Locations. You will be presented with an 'Add Location' screen. The screen will be presented with only the Province and Occupancy Types enabled. Once you have selected these two fields, the Form Type field will become enabled as the Form Type list is customized based on the Province and Occupancy. Once all three values are selected, click 'Continue' and the screen will be presented with the appropriate fields for entry to add a location.

Please complete as much information as possible on the screen. Mandatory fields are indicated with an asterisk, however, fields such as the 'updates' are conditionally mandatory dependant on the year of construction.

If the Alarm System is 'Monitored', please indicate whether it is a burglar or fire alarm (or both) in the Discount section.

Please note that if Auxiliary Heating is present, a completed Heating Questionnaire should be completed and the information noted in Transactional Notes.

Discount information is at the bottom of the screen and appropriate discounts should be requested here. Please note that if the Age Discount is requested, the Insured's date of birth should be added on the General Information screen if it is not already present.

Please note that the Newer Home Discount is given during rating based on the Year Built. Refer to the Rating Details screen for confirmation of whether the discount is included.

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Delete a Location

If you have not already reviewed, see the section for 'Starting an Amendment'. Select the Location to be deleted from the Tree.

On the Location Details screen, select 'Delete Location'. You will see a confirmation pop-up. Click 'OK' to proceed with the deletion or 'Cancel' to return to the Location Details screen.

Important: Please note that once a location has been deleted, it is not possible to reverse the deletion. If the location was deleted in error, please select 'Delete Amendment' from the tree and begin the entire amendment again.

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Add / Amend Coverages

If you have not already reviewed, see the section for 'Starting an Amendment'. To amend or add Coverages or Coverage Extensions, please select the applicable location from the Tree and click the 'Coverages' tab at the top of the screen.

Where a location has been newly added or a location has been updated to reflect a new form type or occupancy type, the coverages screen will be cleared for new entry.

For changes to any location, the screen will update the included coverages based on the Coverage A or C amount (depending on the form type). These amounts can be overridden to allow for extra coverage if required. The exception to this is the Condominium extension coverages: Additional Contingent Coverage, Additional Improvements and Betterments and Additional Loss Assessment Coverage. Increased limits for these items should be requested in the Optional Coverage Extension section of the screen.

To add Optional Coverage Extensions, click the check box next to the appropriate item. If more details are required, the field will expand to allow entry of the additional information. Please complete all mandatory fields.

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Add / Amend Mortgagee and Interested Party Information

If you have not already reviewed, see the section for 'Starting an Amendment'. To add, amend or delete Mortgagee and Interested Party Information, please select the applicable location from the Tree and click the 'Interested Party' tab. If the Interested Party is shown with respect to an interest in a scheduled item or a floater, please select location 1.

Any existing Interested Parties will be shown on the screen. To amend or delete these interested parties, click on the link and you will be taken to an update screen where you will have the ability to update or delete the information.

To add new Interested Party information, complete the fields on the screen. Please note that you will not be allowed to add more than one First Mortgagee, Second Mortgagee and Third Mortgagee. Click the update button and the screen will be refreshed to show the newly added Interested Party. At this point you may either add another Interested Party or you may navigate elsewhere in the application.

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Add / Amend Scheduled Items

If you have not already reviewed, see the section for 'Starting an Amendment'. To add, amend or delete a scheduled item, click on the 'Scheduled Items' link on the Tree.

You will be taken to the Scheduled Items Summary screen. On this screen, you will have the ability to view all scheduled items shown on the policy. There will be headings for each type of scheduled item currently on the policy. Click 'Display All' to see the individual items and the sum insured. Click 'Hide All' to see the headings only.

To add an additional item, click 'Add Item'. You will be taken to the 'Add Scheduled Item' screen. Select the type of item to be added. For details on what should be included in 'Personal Items Floater Groups A and B' and 'Miscellaneous Personal Articles', click on the 'More Info' button.

Add a description of the item. Please note the text below the 'Description' box for details of what should be included in the description. For the 'Coverage Amount', the amount must be greater than $100 (Bicycles have a minimum sum insured of $1000). Where the Item type is one of: Fine Arts, Jewellery, Silverware or Personal Articles Floater - Group B and if the Coverage Amount is over $6,000, please ensure that an updated appraisal is obtained and note the details in Transactional Notes. For Canadian Crest Policies, the coverage amount requiring an appraisal is higher. Please refer to your manual or contact your underwriter for assistance.

To amend an existing item, click on the item from the 'Scheduled Items Summary' screen. You will have the ability to amend both the description and the coverage amount. For the 'Coverage Amount', the amount must be greater than $100 (Bicycles have a minimum sum insured of $1000). Where the Item type is one of: Fine Arts, Jewellery, Silverware or Personal Articles Floater - Group B and if the Coverage Amount is over $6,000, please ensure that an updated appraisal is obtained and note the details in Transactional Notes. For Canadian Crest Policies, the coverage amount requiring an appraisal is higher. Please refer to your manual or contact your underwriter for assistance.

Once you have completed the changes on the screen, click 'Continue' to return to the summary screen. If you wish to return to the summary screen without making any changes, click 'Cancel'.

To delete an existing item, click on the item from the 'Scheduled Items Summary' screen. Select 'Delete Item'. You will see a confirmation box. Click 'OK' to confirm or 'Cancel' to return to the item screen without deleting. If you wish to return to the summary screen without making any changes, click 'Cancel'.

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Add / Amend Watercraft Information

If you have not already reviewed, see the section for 'Starting an Amendment'. To add, amend or delete Watercraft Information including motors, trailers and additional unattached equipment, click on the 'Watercraft' link on the Tree.

You will be taken to the 'Hull' screen where you have the ability to add a new watercraft hull to the policy or select an already existing hull for amend or delete.

The tabs across the top of the screen will allow you to add, amend or delete underwriting information about the hulls, motors, trailers or additional unattached equipment as well as add or amend watercraft liability and record information about the operators. You may also use the directional arrows for navigation marked 'Step X of 7'. Click on the arrows at the top or bottom of the screen to proceed to the next page.

For all tabs except for 'Operator Information', the screens are set up to allow you to add a new item on the main screen and then click 'Update' to complete the addition of the item. If you wish to amend or delete an existing item, click on the item. Once on the item screen, you can amend the information or click 'Delete' to delete the item. To return to the main screen without making any changes, click 'Cancel'.

On the 'Operator Information' screen, you may amend the information or add additional information as necessary. If there is more than one operator, please note the driver's licence information in 'Transactional Notes'.

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Add / Amend Vacation Trailer Information

If you have not already reviewed, see the section for 'Starting an Amendment'. To add, amend or delete a Vacation Trailer, click 'Vacation Trailers' on the Tree.

You will be taken to the 'Vacation Trailer Summary' screen. Any existing vacation trailers on the policy will be listed.

To add a new vacation trailer to the policy, click 'Add Vacation Trailer'. On the 'Add Vacation Trailer' screen, complete as much information as possible and click 'Continue'. Note that a 'Vacation Trailer Application' is required to be completed and the confirmation should be noted in 'Transactional Notes'. To return to the summary screen without making any changes, click 'Cancel'.

To amend an existing vacation trailer, click on the Description. On the 'Amend Vacation Trailer' screen, update the applicable information and click 'Continue'. To return to the summary screen without making any changes, click 'Cancel'.

To delete an existing vacation trailer, click on the Description. On the 'Amend Vacation Trailer' screen, click 'Delete Item'. You will see a confirmation box. Click 'OK' to confirm or 'Cancel' to return to the item screen without deleting. If you wish to return to the summary screen without making any changes, click 'Cancel'.

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Add a Driver

If you have not already reviewed, see the section for 'Starting an Amendment' In order to add a driver to a policy; select 'Add' from the navigation tree to the left of the screen. You will be presented with a blank form to add the new driver information. Complete all of the mandatory fields for the driver.

Enter the driver's name in the format of Last Name,First Name (with no spaces after the comma). If the entire name will not fit, enter Last Name,Initial. If only the last name fits, enter that. If you are unable to fit the driver's full name on the screen, note the full driver's name in Transactional Notes.

The license number should be entered as it appears on the driver's license including any dashes, asterisks or spaces.

If you do not have a valid license number for the driver, leave the field blank and note the driver's information in the Transactional Notes section. Please ensure that a valid license is obtained as soon as possible.

If the driver is new to North America, the section 'New Drivers to North America' must be completed. If the driver has been licensed and insured in North America for over one year, this section need not be completed.

For Ontario Drivers only: If the driver has gone through the Graduated Licensing program, complete all applicable fields for the various levels of licensing. This will ensure that the driver receives the appropriate rating and any discounts they qualify for. If the driver has a G license but did not go through the full Graduated Licensing program (i.e. mandatory number of months between levels was waived by the MTO), remove any other entries and only complete the G license field; edits will try to enforce the minimum times between levels and enforce entering all levels. These drivers do not qualify for the Graduated Licensing discounts.

All Provinces: Enter the date licensed in the appropriate field.

Select any applicable discounts. Note that the University Discount will only be applied if the driver is under 25 years of age and is shown as an occasional operator for a vehicle. In provinces where years licensed rather than age is the determination of an inexperienced driver, the University Discount will only be applied if the driver is licenced less than 9 years and is shown as an occasional operator for a vehicle.

If the 'Relationship to Insured' is shown as 'Employee' or 'Other', ensure that the Multi-Vehicle discount is not selected for the vehicle(s) to which the driver is assigned. These vehicles do not qualify for the discount and errors will result in rating.

Ensure that an assignment type is selected for all of the vehicles (even if the assignment type is 'Not Assigned to This Vehicle').

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Amend a Driver

If you have not already reviewed, see the section for 'Starting an Amendment' In order to amend a driver on a policy; expand the section for Drivers on the navigation tree to the left of the screen. Select the driver's name. You will be presented with an entry form pre-filled with the driver's information. Update only the fields that are necessary. Please ensure that all of the mandatory fields for the driver are completed.

If amending the driver's name, enter the new name in the format of Last Name,First Name (with no spaces after the comma). If the entire name will not fit, enter Last Name,Initial. If only the last name fits, enter that. If you are unable to fit the driver's full name on the screen, please note the full driver's name in Transactional Notes at the conclusion of your policy change.

The license number should be entered as it appears on the driver's license including any dashes, asterisks or spaces.

For Ontario Policies only: If the driver has gone through the Graduated Licensing program, complete all applicable fields for the various levels of licensing. This will ensure that the driver receives the appropriate rating and any discounts they qualify for. If the driver has a G license but did not go through the full Graduated Licensing program (i.e. mandatory number of months between levels was waived by the MTO), remove any other entries and only complete the G license field; edits will try to enforce the minimum times between levels and enforce entering all levels. These drivers do not qualify for the Graduated Licensing discounts.

All Provinces: Enter the date licensed in the appropriate field.

If the 'Relationship to Insured' is shown as 'Employee' or 'Other' ensure that the Multi-Vehicle discount is not selected for the vehicle(s) to which the driver is assigned. These vehicles do not qualify for the discount and errors will result in rating.

Add any loss, conviction or suspension information that is applicable to the driver. You can reach these screens using the arrows at the top or bottom of the screen or by using the tabs at the top of the screen. If none of these apply, you can navigate to the Vehicle Assignment screen directly by using the tabs at the top of the screen. Ensure that an assignment type is selected for all of the vehicles (even if the assignment type is 'Not Assigned to This Vehicle'). If the vehicle assignments have not changed for this driver, you may skip this step and may select a new area for update from the navigation tree. If there are other amendments to be completed on the policy, use the navigation tree to the left of the screen. If you have no other amendments to make, you may submit the change. Please see 'Submit Amendment'.

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Delete a Driver

If you have not already reviewed, see the section for 'Starting an Amendment' In order to delete a driver on a policy; expand the section for Drivers on the navigation tree to the left of the screen. Select the driver's name. Click on 'Delete Driver'. You will be presented with a confirmation box. Click 'OK' to continue with the deletion. If the driver has any losses, you will be prompted to re-assign those losses to another driver on the policy. The losses must be re-assigned unless the driver will be rated for those losses on another policy. Failure to re-assign the losses when a driver is deleted will remove those losses from the policy. Click 'Continue Delete' once the driver has been selected. You will be taken to the 'Amendment Summary' screen where the deletion of the driver will be noted.

If the driver was a principal operator on a vehicle, please re-assign another operator as principal operator of that vehicle.

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Add / Amend Loss

Select the driver's name from the navigation tree to the left of the screen. Select the tab for 'Losses'. If an amendment has not been initiated on the policy, click 'Amend Driver' and then select the tab for 'Losses'. Enter the Date of Loss and select the Type of Loss, Chargeability, Liability and the Vehicle Charged. Note that all losses for new drivers are considered to be chargeable if they were liable losses irrespective of who paid for the loss. Select 'Update' to add the loss information. The new loss information will appear in the 'Current Loss Information' section. To amend information about a current loss, click on the date of the loss. This will take you to the 'Modify Loss' screen where the fields will be open for entry. If there are any questions about modifying a loss that previously exists on a policy, contact your Customer Service Representative for assistance. When the loss has been modified, select 'Continue' to navigate back to the main Loss screen. The modified loss information will appear in the 'Current Loss Information' section. If there are other amendments to be completed on the policy, use the navigation tree to the left of the screen. If you have no other amendments to make, you may submit the change. Please see 'Submit Amendment'.

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Add / Amend Conviction

Select the driver's name from the navigation tree to the left of the screen. Select the tab for 'Convictions'. If an amendment has not been initiated on the policy, click 'Amend Driver' and then select the tab for 'Convictions'. Enter the date of the conviction and select the Type of Conviction and the Vehicle Charged. Note that the Type of Conviction list has 'Smart Search' capability. If the first letter of the type of conviction is entered, you will be taken to that part of the list. (For example, enter 'F' for convictions starting with 'Fail to...'). Select 'Update' to add the conviction information. The new conviction information will appear in the 'Current Conviction Information' section.

To amend information about a current conviction, click on the date of the conviction. This will take you to the 'Modify Conviction' screen where the fields will be open for entry. If there are any questions about modifying a conviction that previously exists on a policy, contact your Customer Service Representative for assistance. When the conviction has been modified, select 'Continue' to navigate back to the main Conviction screen. The modified conviction information will appear in the 'Current Conviction Information' section. If there are other amendments to be completed on the policy, use the navigation tree to the left of the screen. If you have no other amendments to make, you may submit the change. Please see 'Submit Amendment'.

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Add / Amend Suspension

Select the driver's name from the navigation tree to the left of the screen. Select the tab for 'Suspensions'. If an amendment has not been initiated on the policy, click 'Amend Driver' and then select the tab for 'Suspensions'. Enter the Suspension Date and only one of the Date of Reinstatement or the Number of Months Suspended. A suspension must be in whole months. Select 'Update' to add the suspension information. The new suspension information will appear in the 'Current Suspension Information' section.

To amend information about a current suspension, click on the date of the suspension. This will take you to the 'Modify Suspension' screen where the fields will be open for entry. If there are any questions about modifying a suspension that previously exists on a policy, contact your Customer Service Representative for assistance. When the suspension has been modified, select 'Continue' to navigate back to the main suspension screen. The modified suspension information will appear in the 'Current Suspension Information' section. If there are other amendments to be completed on the policy, use the navigation tree to the left of the screen. If you have no other amendments to make, you may submit the change. Please see 'Submit Amendment'.

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Add a Vehicle

If you have not already reviewed, see the section for 'Starting an Amendment'. To add a vehicle to a policy, select 'Add' from the navigation tree to the left of the screen.

You will have the choice of risk type from the drop down menu. This will allow the addition of private passenger vehicles as well as motorcycles, ATV's, snow vehicles, motor homes and trailers. If a risk type other than private passenger is selected, the screen will 'refresh' to customise the display for that risk type.

Important Note: In Ontario, Motorcycles are written on separate policies from the Private Passenger vehicles and as such, Motorcycle will not appear in the drop down list box unless it is a Motorcycle Policy.

Enter the four-digit model year and the VIN (Vehicle Identification Number). If the risk type is private passenger and the vehicle is 1981 or later, you may select the 'Get Vehicle Code' button. This will both validate the VIN you have entered and will present the vehicle code, make and model(s) that match the VIN entered. Select the appropriate make and model and continue. If the VIN you have entered does not return a make and model (or returns an incorrect make and model), re-confirm the VIN information with the Insured or your documents. If the VIN still cannot be validated, you may manually enter the vehicle code, make and model information in the fields provided.

The Postal Code will be pre-filled with the mailing address postal code. You may enter a new postal code if the risk is garaged in a different location from the mailing address. Note the reason in the 'Transactional Notes' at the conclusion of your amendment. The Rate Territory will be displayed on the Rating Detail screen. Please see 'Rate Amendment'. The 'Rate By' field need only be used for private passenger vehicles if there is some reason that the vehicle needs to be rated by price. For the other risk types, the default is to rate by price and this cannot be amended.

Complete the applicable remaining fields.

To navigate to the Interested Party screen to add a Lienholder or a Lessor to the vehicle, click the right arrow at the top or bottom of the screen or select Interested Party from the tabs at the top of the screen.

Complete the fields to add the Interested Party to the vehicle. In the odd circumstances where there may be both a Lienholder and Lessor, the system will accommodate this.

Navigate to the Coverages screen using the arrows at the top or bottom of the screen or the tabs at the top of the screen. Select the applicable coverages for the vehicle. For more detail, see the 'Add/Amend/Delete Coverages' section of Help.

Once all coverages have been added, navigate to the 'Vehicle Assignment' screen using the 'Assign Driver' tab at the top of the screen or by using the arrows at the bottom of the screen. Select all of the driver assignments for the new vehicle for each driver on the policy. If other vehicles' driver assignments have changed, they can be amended at this time as well.

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Amend a Vehicle

If you have not already reviewed, see the section for 'Starting an Amendment'. In order to amend a vehicle on a policy; select the vehicle from the navigation tree to the left of the screen. If no amendment has been initiated on this term, select 'Amend Vehicle'. You will be presented with an entry form pre-filled with the vehicle's information. Update only the fields that are necessary. Ensure that all of the mandatory fields for the vehicle are completed. You may use this form to amend a current vehicle or substitute the current vehicle for a new vehicle. The substitution will only work if the new vehicle is the same 'Risk Type' as the current vehicle. It is possible, therefore, to substitute a private passenger vehicle for a different private passenger vehicle but not for an ATV. If you need to change the risk type, delete the current vehicle and add a new vehicle.

The Postal Code will be pre-filled. Enter the postal code for the location where the risk is garaged. If it is different from the mailing address, note the reason in the Transactional Notes at the conclusion of your amendment. The Rate Territory will be displayed on the Rating Detail screen. Please see 'Rate Amendment'.

The 'Rate By' field need only be used for private passenger vehicles if there is some reason that the vehicle needs to be rated by price. For the other risk types, the default is to rate by price and this cannot be amended.

Complete the applicable remaining fields.

To navigate to the Interested Party screen to add a Lienholder or a Lessor to the vehicle, click the right arrow at the bottom of the screen or select Interested Party from the tabs at the top of the screen.

Complete the fields to add the Interested Party to the vehicle. In the odd circumstances where there may be both a Lienholder and Lessor, the system will accommodate this.

Navigate to the Coverages screen using the arrows at the bottom of the screen or the tabs at the top of the screen. Select the applicable coverages for the vehicle. For more detail, please see 'Add/Amend/Delete Coverages'.

Once all coverages have been added, navigate to the 'Vehicle Assignment' screen using the 'Assign Driver' tab at the top of the screen or by using the arrows at the top or bottom of the screen. Select all of the driver assignments for the new vehicle for each driver on the policy. If other vehicles' driver assignments have changed, they can be amended at this time as well.

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Delete a Vehicle

If you have not already reviewed, see the section for 'Starting an Amendment'. In order to delete a vehicle on a policy; select the vehicle from the navigation tree to the left of the screen. Click on 'Delete Risk Unit'. You will be presented with a confirmation box. Click 'OK' to continue with the deletion. If the vehicle has any convictions associated with it (for surcharge calculation), you will be prompted to re-assign those convictions to another vehicle on the policy. The convictions must be re-assigned prior to completing the deletion. Click 'Continue Delete' once the vehicle has been selected. You will be taken to the 'Amendment Summary' screen where the deletion of the driver will be noted. Please note that if there are losses associated with the vehicle to be deleted, the losses must be reassigned to another vehicle prior to initiating the delete action. See Add/Amend Loss for reference. Complete the loss re-assignment and then return to the vehicle screen to delete the vehicle. Once the vehicle has been deleted, proceed to the Vehicle Assignment screen (accessible through any of the remaining vehicles or drivers) and re-assign drivers as appropriate.

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Add / Amend / Delete an Interested Party

If you have not already reviewed, see the section for 'Starting an Amendment'. To reach the Interested Party screen, select the vehicle for which the Interested Party has an interest from the navigation tree to the left of the screen. Select Interested Party from the tabs at the top of the screen.

If there are no Interested Parties on the vehicle currently, enter the information in the fields provided and select 'Update'.

If there is one Interested Party on the policy and another should be added, proceed as above.

If there is an Interested Party currently shown that should be amended or deleted, click on the party to be amended. You will be presented with a 'Modify Interested Party' screen and will have the option of changing information or deleting the Interested Party. If amending, press 'Continue' when you have completed amending the information. You will be taken back to the main Interested Party screen and the new information will be shown on the screen.

If deleting, click on 'Delete'. You will be presented with a confirmation box. Click 'OK' to continue with the deletion. You will be taken back to the main Interested Party screen and the deletion will be reflected.

The addition or deletion of a lienholder will automatically add or delete the 23A endorsement.

The addition or deletion of a lessor will automatically add or delete the 005 endorsement.

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Add / Amend / Delete Coverages

If you have not already reviewed, see the section for 'Starting an Amendment'. If adding coverages as part of the addition of a vehicle, see the 'Add Vehicle' section. To reach the Coverages screen, select the applicable vehicle from the navigation tree to the left of the screen. Select Coverages from the tabs at the top of the screen.

Select and de-select coverages as needed. To remove or add road coverages to a vehicle, amend the value under Bodily Injury to either select a limit or select 'Not Covered'.

Certain Endorsements (Policy Change Forms) cannot be added or deleted on the Broker Portal. These endorsements are not commonly used, have not been included for underwriting reasons or were technically very difficult to implement. Forward a request to Travelers Canada if one of these endorsements are required. These coverages include: 002, 003, 04B, 016, 017, 028 and 040.

Forms 005, 23A, 28A and 032: The addition or deletion of a lienholder or lessor will automatically add or remove the appropriate endorsements, the addition or deletion of an excluded driver will control the 28A and the addition or deletion of a snow vehicle will control the 032.

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Amend Vehicle Assignments

If you have not already reviewed, see the section for 'Starting an Amendment'. If starting an amendment from Inquiry, select Vehicle Assignments from the navigation tree to the left of the screen. If amending vehicle assignments for a policy where an amendment has already been started, select the assignment tab from either the vehicle or driver screens.

Ensure that all vehicles have a principal driver assigned to the vehicle. If a driver is shown as 'Excluded' ensure that a signed 28A is on file. The selection of 'Excluded' will automatically generate the 28A on the appropriate vehicle. If a driver is to be excluded from all vehicles on the policy, that driver's assignment must show as 'Excluded' for all of the vehicles.

If you have requested the University Discount for a driver, note that the driver may only be shown as 'Occasional' and must not be shown as a 'Principal' operator of a vehicle.

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Add or Delete Discounts

If you have not already reviewed, see the section for 'Starting an Amendment'. Discounts can be controlled at a policy level, a driver level or a vehicle level. Note that other criteria apply to the addition of certain discounts and the qualification for a discount on a per vehicle basis will be determined in rating.

Dual Policy Discount: Select 'General Information' from the navigation tree to the left of the screen. Select or de-select the discount as appropriate.

Driver Training Discount: Select the applicable driver from the navigation tree. Select or de-select the discount. If selecting, you must enter the certification date from the Driver's Training Certificate.

Retiree Discount: Select or de-select the discount as appropriate. The vehicle the driver is principal operator of must be used for Pleasure. Please note in Transactional Notes that a signed Retiree Discount form is on file.

University Discount: Select the applicable type of discount. Please note in Transactional Notes the name of the school, college or university and the student's temporary address. If removing this discount, select 'No Discount' from the drop-down box.

Multi-Vehicle Discount: Select or de-select the discount as appropriate.

Graduated License Discount: The application of this discount will be determined by information entered regarding the various licensing levels as well as loss and conviction information regarding the driver.

Farm Discount: The presence or absence of this discount is controlled by the use of the vehicle. If a vehicle requires the Farm discount when previously it did not, the vehicle must be deleted and added with the usage of Farm selected.

I Promise Discount: This discount is not accessible using the Broker Portal. Forward a request to Travelers Canada in order to add this discount.

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Tax Exempt

If you have not already reviewed, see the section for 'Starting an Amendment'. Certain individuals are exempt from taxation on their policies. If you have any questions regarding the status of an individual with respect to taxation, contact your Customer Service Representative for assistance. Tax Exempt status can be either at a policy or a vehicle level. If a policy is shown as Tax Exempt on the General Information screen, all vehicles on the policy will be tax exempt and this cannot be amended through a change on the Broker Portal.

With the addition of a vehicle, if the policy is not tax exempt, it is possible to select 'Tax Exempt' for that particular vehicle. Enter the applicable Tax Exempt ID if you are selecting Tax Exempt. Note that this cannot be added to or removed from an existing vehicle midterm. If an individual vehicle's tax-exempt status is changing mid-term, delete and re-add the vehicle with the applicable tax-exempt status.

Please note that Tax Exempt cannot be applied to Property policies using the Broker Portal. Forward a request to Travelers Canada in order to process this.

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Accessing Electronic Policy Documents

Electronic versions of the Policy Documents produced after February 1, 2011 are now available through Broker Portal for Travelers Canada's Personal Lines Products and individually rated Commercial Automobile Policies.

Documents may be accessed either through a policy directly or using a list of all documents produced for a broker for a specified time period.

If accessing all available documents for a specific policy, access the policy through Broker Portal and click on the Policy Documents link on the tree to the left of the screen.

If accessing a list of documents, click on the Policy Lists link in the top portion of the screen and select Policy Document List. Enter the date range applicable to the document or group of documents that you are searching for and click Search. Note that the date range must not exceed a two week period.

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FAQs

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Troubleshooting

I can't start a new policy change.

I can't see the amend buttons on a policy (and I normally can see them!).

Who do I call if I have a problem using the system?

What happens if I close my browser / lose my connection / my system crashes in the middle of an update?

Error assigning driver as Principal Operator.

Error assigning driver as Occasional Operator.

I was in the process of amending a policy and now I don't know where it is?

An item is shown on the Policy Summary as Pending at Travelers Canada but there is no link.

The vehicle is rating in a territory that is not associated with the vehicle Postal Code.

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System Questions

How do I save the changes I have made?

How do I retrieve a pending change on a policy?

How do I delete a policy change?

How do I submit a policy change?

Can I retrieve a submitted amendment?

How do I change policy terms?

What are the minimum system requirements for accessing Travelers Canada's Broker Portal?

Why can't I save an amendment without completing all of the mandatory fields on a screen?

Why can't I change or delete an amendment that is 'Processing at Travelers Canada'?

Can I open Travelers Canada Broker Portal in more than one browser session?

Why can't I update an older policy term or why is the number of terms for update limited?

How can I see all of the changes that we have outstanding for our brokerage?

How can I print a summary of a transaction?

Can I print the rating information?

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General Processing and Navigation Questions

What does 'Delete Amendment' do?

How do I retrieve policy lists?

Can I print a summary of a change?

Why do I need to update two terms of a policy?

Do I need to rate the policy before I submit?

If I choose 'Rate Amendment' is the rate that I receive an estimate or a Travelers Canada rate?

Can I make a change effective the next renewal (without impacting this term)?

I only want to add a note to the policy. Can I do that without doing a full amendment?

When will I receive confirmation of the amendment? Will I get a Broker's copy?

Do I have to enter a note for all the terms that are updated in one transaction?

Can I substitute a Driver, Vehicle or Interested Party by keying over the information or must I delete and add a new item?

Can I print a policy document?

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Password, Login and Security Questions

I can't see the same buttons and features that my co-worker can.

How can I change my password?

Who can submit a policy change?

Will the information that I send over the Internet be secure?

Who is responsible assigning and maintaining passwords?

What are the differences between the various security levels?

Does my password have an expiry date?

What criteria should I use to select a password?

Can I access Travelers Canada site from home?

Troubleshooting

Q I can't start a new policy change.
A This may be because the policy is cancelled or there is already a transaction in progress. Check the Policy Summary screen for the policy in question or the Work in Progress list for outstanding transactions. If the transaction is 'Processing at Travelers Canada', a new policy change cannot be started as the Broker Portal does not yet reflect the most up to date version of the policy.

Q I can't see the amend buttons on a policy (and I normally can see them!).
A An amendment is likely already in progress for this policy term or the policy is cancelled. Once an amendment has been started, another amendment may not start until the first amendment has completed processing at Travelers Canada. An amendment may not be processed on a cancelled policy. If the policy should be reinstated, forward a request to Travelers Canada.

Q Who do I call if I have a problem using the system?
A Contact your Customer Service Representative for assistance. If they are not able to assist you, they will contact the appropriate individual on your behalf.

Q What happens if I close my browser / lose my connection / my system crashes in the middle of an update?
AThe system will likely log you out immediately if the connection is lost. After logging in, access the policy that you were working on. Screens where you completed your change and moved on will be saved for you. If you were in the middle of a screen and had not completed your changes, information may or may not be saved on that particular screen. Review the screen carefully to see if any information was retained. If you have any concerns, contact your Customer Service Representative for assistance.

Q I received an error when I was assigning a driver as Principal operator that they cannot be assigned to more than 3 vehicles as Principal operator. The driver is the Principal operator of 4 vehicles. How can I process this change?
A This is, unfortunately, a system limitation of Travelers Canada's in-house policy system. The way to get around this is to create another driver with the same information (don't repeat loss or conviction information) and assign them as Principal operator of the appropriate 4^th (or higher) vehicle.

Q I received an error when I was assigning a driver as an Occasional operator that they cannot be assigned to more than 3 vehicles as Occasional operator. The driver is the Occasional operator of 4 vehicles. How can I process this change?
A This is, unfortunately, a system limitation of Travelers Canada's in-house policy system. The way to get around this is to create another driver with the same information (don't repeat loss or conviction information) and assign them as Occasional operator of the appropriate 4^th (or higher) vehicle.

Q I was in the process of amending a policy and now I don't know where it is (my system crashed or I had to navigate elsewhere). How can I find the amendment now?
A You can retrieve the change by accessing the 'Policy Summary' screen for the policy. There is a link to the pending change at the bottom or you can retrieve the change using the 'Work in Progress' list.

Q An item is shown on the Policy Summary as Pending at Travelers Canada but there is no link. How can I view this change?
A If no link is present, the change is one that is being processed on Travelers Canada's in-house policy system and cannot be viewed. It is best to avoid initiating a new amendment on the Broker Portal until there is no change pending at Travelers Canada. If it is necessary to process a change, you may do so, however, there may be additional time required for processing of the amendment in order to ensure that no errors have been created.

Q The vehicle is rating in a territory that is not associated with the vehicle Postal Code. How can I change the territory to the postal code territory?
A Overkeying the vehicle Postal Code with the same postal code will apply the Rate Territory applicable to the Postal Code.

System Questions

Q How do I save the changes I have made?
A Changes will be saved for you automatically as you leave each screen. If you attempt to leave a screen prior to completing all of the mandatory fields, you will be warned that the information for that screen will be lost unless all the mandatory fields are complete. You will be given the opportunity to return to the screen to complete the fields.

Q How do I retrieve a pending change on a policy?
A You can retrieve the change by accessing the 'Policy Summary' screen for the policy. There is a link to the pending change at the bottom or you can retrieve the change using the 'Work in Progress' list. Note that changes 'Pending at Travelers Canada', 'Banking Change' and 'Processing' cannot be amended.

Q How do I delete a policy change?
A If you have initiated a change and you want to completely delete all record of the change, select the 'Delete Amendment' button from the navigation tree to the left of the screen . If you want to back out of part of your change (i.e. you selected to add a driver when you should have added a vehicle), select the 'Cancel' button on the screen.

Q How do I submit a policy change?
A Once all of the changes have been completed, select 'Submit Amendment' from the navigation tree to the left of the screen. The system will automatically take you through the submission process.

Q Can I retrieve a submitted amendment?
A You can retrieve a submitted amendment by accessing the 'Policy Summary' screen for the policy. There is a link to the pending change at the bottom or you can retrieve the change using the 'Work in Progress' list. Note that changes 'Processing' and 'Banking Change' cannot be amended.

Q How do I access other policy terms?
A Navigate to the 'Policy Summary' screen. There are links at the bottom of the page to take you to the different policy terms.

Q What are the minimum system requirements for accessing Travelers Canada's Broker Portal?
A See the 'Minimum System Requirements' section of Help for details.

Q Why can't I save an amendment without completing all of the mandatory fields on a screen?
A We have this limitation built in to maintain the accuracy of the data on our system. All other parts of your amendment will be saved (if you have completed and navigated off the screen), but the current screen must be completed or those changes will be lost.

Q Why can't I change or delete an amendment that is 'Processing' or 'Banking Change'?
A The amendment has been picked up from the Broker Portal and is being processed on Travelers Canada's in-house policy system. If you have a concern with an amendment with this status, contact your Customer Service Representative for assistance.

Q Can I open Travelers Canada Broker Portal in more than one browser session?
A Yes, click Ctrl, N on your keyboard and a new session of the browser will be opened for you.

Q Why can't I update an older policy term or why is the number of terms for update limited?
A For security reasons, we limit the number of terms for update to terms that would normally need to be updated. If there is a reason to update a term that is not accessible on the Broker Portal, contact your Customer Service Representative for assistance.

Q How can I see all of the changes that we have outstanding for our brokerage?
A There is a 'Work in Progress' list that can be found using the navigation tree to the left of the screen. This will link to a selection screen that will allow you to customise the list that you view.

Q How can I print a summary of a transaction?
A The print functionality is only available when you are in the process of submitting the transaction (either to Travelers Canada or for review at the brokerage). After clicking on the 'Submit Amendment' button on the navigation tree at the left of the screen, you will receive the rating results. Click continue and you will be taken to the Transactional Notes screen where the 'Print' button will be visible. See 'Print an Amendment' for further details.

Q Can I print the rating information?
A You can print the rating information however, you will need to use your browser print functionality for this. Please ensure that the Page Set Up is set to 'Landscape' and click the 'Print' icon on your browser while you are viewing the rating information.

General Processing and Navigation Questions

Q What does 'Delete Amendment' do?
A This selection will completely erase the change to the policy that you have started. There will be no record of the amendment on the Broker Portal or Travelers Canada system. Use this function if you realise that you are on the wrong policy or if you have deleted a driver or a vehicle in error. This function is available until the amendment is submitted to Travelers Canada for overnight processing.

Q How do I retrieve policy lists?
A Currently, the only list available in the update application is the 'Work in Progress' list. Click on 'Policy Lists' on the navigation tree to the left of the screen. The other lists (Notice, Status, New Business and Renewal) are now available in our update application.

Q Can I print a summary of a change?
A Yes, a summary can be printed. This option is only available at the time of submission (when the amendment is complete).

Q Why do I need to update two terms of a policy?
A If a policy change is required close to the renewal date of a policy, the renewal term will likely already be on our system. The two terms of the policy are independent and any changes affecting both terms must be processed on both terms.

Q Do I need to rate the policy before I submit?
A The policy will automatically rate when you submit and the results will be displayed. If the client is interested in determining the difference in rates for different coverage/deductible combinations, rating can be done at any point during the amendment process.

Q If I choose 'Rate Amendment' is the rate that I receive an estimate or a Travelers Canada rate?
A The rate that you receive is a Travelers Canada rate and has gone through the same rating program that we use in our overnight processing.

Q Can I make a change effective the next renewal (without impacting this term)?
A If the renewal term has been issued, you can make the change on that term. The ability to amend a future term (that has not been issued) for very specific changes will come in a future release of the Broker Portal.

Q I only want to add a note to the policy. Can I do that without doing a full amendment?
A Yes, you can navigate to the Transactional Notes section of the policy. This will allow you to add the note without initiating a full amendment.

Q When will I receive confirmation of the amendment? Will I get a Broker's copy?
A During the process of submission, you can print a summary of the changes made to the policy. This button is available on the Transactional Notes screen. If your office accepts CSIO download, confirmation will be downloaded once the transaction has processed at Travelers Canada. You will receive your normal Broker copy of the amendment when the documents are produced for the Insured.

Q I updated two terms on one policy. Do I have to enter a note for every term that is updated in one transaction?
A No, you don't have to enter a note for all of the terms. Enter the note on the oldest term and leave the Transactional Notes section blank for the remaining term(s).

Q Can I substitute a Driver, Vehicle or Interested Party by keying over the information or must I delete and add a new item?
A You can key over the information on the screen. There are limitations to this and keying over License Class History is not recommended. For example, you may only substitute a Private Passenger Vehicle for a different Private Passenger Vehicle but not for a Snow Vehicle or ATV.

Q Can I print a policy document?
A The Policy Documents are produced in PDF format and require Adobe Acrobat Reader to view. The Adobe Acrobat Reader does provide functionality to print, so you may print one or more pages of the document.

Please note that printing the document package will not produce a valid liability slip. If a reprint of a liability slip is required, please contact your Customer Service Representative at Travelers Canada. The Policy Document PDF does not contain any special inserts or additions that would have been included with the original package to the Insured.

Password, Login and Security Questions

Q I can't see the same buttons and features that my co-worker can.
A The buttons and features shown depend on the security level of the user. Users with Inquiry access only will not see the Add, Amend or Delete buttons. They will be able to add and submit a transactional note.

Q How can I change my password?
A Access https://logon.travelers.com to change your password

Q Who can submit a policy change?
A There is special security given to certain users to allow them to submit directly to Travelers Canada. This is dependant on the office. Confirm with the Contact Person in your office.

Q Will the information that I send over the Internet be secure?
A Yes, the information that you send will be encrypted as it travels over the internet. Travelers Canada is using 128 bit SSL security to ensure the security and safety of the transactions.

Q Who is responsible for assigning and maintaining passwords?
A Speak to the Contact Person in your office if you have forgotten your password or it has expired or been revoked. The Contact Person will advise Travelers Canada and provide you with a new password. Please note that only the Contact Person can obtain new passwords from Travelers Canada.

Q What are the differences between the various security levels?
A The base level of security is Inquiry. The next level is Update and Submit for Broker Underwriter Review (which includes Inquiry). The final level is Submit (which includes Inquiry and Update and Hold for Broker Underwriter Review).

Q Does my password have an expiry date?
A Your password will expire after 90 days.

Q What criteria should I use to select a password?
A Passwords must be at least 8 characters in length.

Q Can I access Travelers Canada site from home?
A Travelers Canada Broker Portal can be accessed from any computer that has Internet access as long as the browser and the security level for the browser meet our minimum requirements. See the Minimum System Requirements section of Help for more details.