Troubleshoot for Brokers

Question

I am having issues with firewall / proxy server / java / citrix, what can I do?

Answer

When creating a sequence in CLASS, the moment the transaction is released a folder is created on the IMR for the UMR/UCR combination that is used in the message. This is of course the folder used to hold the supporting claims documentation for that UCR. A transaction can be deleted in CLASS but the folder on the IMR cannot be deleted. So if upon realising the wrong UMR had been used, it is possible to correct this in CLASS but not on the IMR. If the same UCR is now released with a different UMR, another folder is created on the IMR. The consequence of this is that there are now 2 folders on the IMR but only one UCR in CLASS. The problem rears its head when it arrives in XCS Workflow – their system used to distribute electronic work. Upon arriving, the UCR has 2 folders on the IMR and XCS Workflow is unable to identify which UMR/UCR folder is the “claims file”.The problem remains that there is more than one claims file on the IMR, so brokers are requested to start again with a different UCR under the correct UMR. Most of these types of situations are caused by a keying error but unfortunately the moment the UCR is released, the damage has been done on the IMR. If a keying error is made, the broker would be advised to delete the CLASS transaction and start again with a new UCR.

Question

Is it OK for me, as a broker, to add documentation to a fully authorized transaction?

Answer

No! Documents should not be added to a complete transaction. Please liaise with agreement parties via email or telephone to discuss the issue or requirement.

Question

Should brokers raise a new transaction on top of a queried transaction / sequence?

Answer

Whilst it is prudent to obtain an answer to the transaction / sequence that is queried, many times it is impractical and a new transaction / sequence needs to be raised for something unrelated to the queried item. Lloyds carriers cannot respond to a new transaction / sequence when the previous remains queried, this should be considered by brokers before loading a new transaction / sequence. The outstanding query should also be reviewed alongside new information received. Please refer to the ‘ How to’ section of this website and review the ‘Query return guidelines’ for more information.

Question

Why do some transactions have many documents in the DFV that have not seemingly been loaded by the broker?

Answer

Documents are sometimes loaded (by XCS, by Carriers, by Fee collecting agencies) to the IMR without stipulating a sequence that they should be attached to. This means that they are effectively attached to every transaction.

Question

Why do some claims have no broker narrative?

Answer

Some brokers are not completing the narrative section of the transaction / sequence upon creation and submission to carriers. It is best practice for brokers to add meaningful narrative to broke the claim to carriers. It continues to be an issue that needs to be tackled through best practice.

Question

Lirma responses and signing, what does it mean?

Answer

There are optional LIRMA responses when responding to a settlement within ECF. The ‘YES’ and ‘CES’ responses to a LIRMA claim can cause confusion to both the company responding and the broker. Some information is listed below to assist:

  • No signing to the settlement by companies that have agreed? a lead may have circulated without a response
  • Can same day signing be achieved? Yes, when all companies participating respond with a response of ‘YES’
  • A ‘YES’ response provides partial agreement and allows other companies to respond within 5 days, if all ‘YES’ responses are received during the 5 days the signing process will begin once the final ‘YES’ response is received. The relating signing process is conducted over 5 working days.
  • If a lead is yet to respond and you wish your company to agree your proportion and ensure same day signing a ‘CES’ response can be provided which overrides the response of ‘YES’. The relating signing process conducted over 3 working days.
  • A ‘YES’ response can be amended to ‘CES’ to speed up the agreement and signing process for your proportion.
  • Auto responses can be set within LIRMA CLASS and can delay the signing process as it allows a lead to review the response. An automated response of ‘YES’ and lead circulation is followed by a 2 day signing process.
  • Any INF , FIL or DIS response is not agreement and signing will not be allocated. Engagement between the company and broker is required.

Reviewing a LIRMA claim that has been responded to and liaison between company and broker can ensure some of the options (above) are considered to enable prompt agreement and signing.

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