Emails are missing a sender or recipient
For Insurance Deficiency Requests to send, a sender and recipient must be properly set up. If they aren't set up, an icon will display at the top of the Contract page saying "Email lacing sender or recipient".
To ensure that CR-Certify is able to send emails on your behalf, an Account Associate must be selected at either the client or project level. When the Account Associate is missing, a badge will appear at the bottom of the Contract Home page saying "Not Sending: No Sender Exists".
To verify that an Account Associate it set up, navigate to the Client or Project Home page and confirm that a user is selected from the Account Associate menu. You can also customize the sender of the emails further by following the directions here.
Requests send to people that have are assigned as an Insurance or Broker contact. When no contact is selected, a badge will appear at the bottom of the Contract Home page saying "Not Sending: No Recipients Exist".
To verify that a contact is properly selected, navigate to the People tab, and ensure that at least one person has a selected checkmark under the Insurance or Broker columns.
The contract is pending review
Additionally, the Insurance Deficiency Requests will pause when a contract is pending review, to reduce the risk of duplicate and incorrect requests. When a contract is pending review, an icon will appear at the top of the Contract page saying "Compliance needs staff review". A badge will also appear at the bottom of the Contract Home page, saying "Not Sending (Pending Review)".
There are two ways a contract can be pending review.
When OCR processes a certificate of insurance, requests pause until staff verification is complete. You'll know this is happening when "Compliance Last Updated" field displays "CertBoto Process".
Requests resume once a staff member updates the "Compliance Last Updated" field by doing one or more of the following:
- Editing a policy expiration date
- Editing the compliance status for a policy detail, limit, endorsement, description of operation, certificate holder, etc.
- Changing policy requirements
- Manually trigger an Insurance Deficiency Request
- Adding effective and expiration dates to a file listed under the Documents for Review section
- Clicking the "Mark As Reviewed" button next to a file in the Documents for Review section
To give staff users time to review a submission, requests pause after a contractor submits documents through the "Upload Here" link found in the Insurance Deficiency Request and About to Expire emails. These documents appear under "Documents For Review" at the top of the compliance page until processed.
To remove the documents from "Documents for Review", you can either
- add an effective and expiration date to the document, if appropriate
- click the Mark As Reviewed button next to the file in Documents for Review
After that, requests will resume sending.
Emails are paused until a certain date
There are a few other circumstances where requests pause, such as when the contract has a future start date, or when requests have been temporarily disabled.
Requests automatically pause when a contract's start date is more than 30 days away. This prevents the contractor from receiving requests too soon. Requests will resume sending once the start date is within 30 days. When this happens, a badge will appear at the bottom of the Contract Home page, saying "Not Sending: Future Start Date".
You can choose to pause requests for a specific contract by entering a date into the "Temporarily Disable Insurance Requests" field at the bottom of the Contract Home page. When you disable requests, a badge will appear saying "Not Sending: Temporarily Disabled".
In some cases, you may want to pause requests for all contracts beneath a client. To do so, navigate to the Bulk Update tab at the client level, and enter a date into the "Temporarily Disable Insurance Requests" field.
Requests will pause until that date for all contracts beneath that client. A badge will also appear at the bottom of the Contract Home page, saying "Not Sending: Temporarily Disabled At Client Level".
