PL RATE | Troubleshooting: The Three Error Types

The Three Common Error Types

When a carrier does not return the result you expected, first determine which of these three situations applies:

1. Credential Issue – A carrier login, password, or producer code may need to be corrected.
2. Appetite / Declination – The carrier is not in appetite for the submitted risk.
3. Integration Issue – There may be an issue with the connection between Momentum RATE and the carrier.

Each type of issue requires a different response.

1. Credential Issues

Credential issues are especially common when a carrier is first configured in PL RATE.

If a carrier is not returning quotes as expected, begin by reviewing the information entered in Carrier Settings.

Check the following:

• Confirm the carrier username and password are correct.
• Verify that the correct producer or agent code was entered.
• Remove hyphens or dashes from producer codes where required.
• Select Save after making any changes.
• Confirm that the checkmark appears after saving.

If you have confirmed the credentials and the issue continues, report the issue through the help option inside Momentum RATE.

2. Appetite or Declination

Sometimes a carrier does not return a quote because the submitted risk does not meet the carrier's underwriting appetite.

An appetite or declination result is not necessarily a system error.

PL RATE provides information at the end of the quote to help identify when the carrier has declined the risk based on appetite.

If the carrier has declined the risk based on appetite, there may be nothing to troubleshoot within PL RATE. Review the information provided with the quote result to determine why the carrier did not return an estimate.

3. Integration Issues

An integration issue occurs when there is a problem with the connection between Momentum RATE and the carrier.

These issues are less common than credential or appetite issues, but they can occur.

If the issue appears to be related to the carrier connection rather than credentials or appetite, report it through the help option inside Momentum RATE.

Be sure to include the Session ID from the affected quote.

Always Include the Session ID

The Session ID identifies the specific quote where the issue occurred and helps the RATE team locate the affected submission.

For any quote error:

1. Open Quote Details.
2. Locate the Session ID.
3. Copy the Session ID.
4. Include it when reporting the issue.

Reporting an Issue

If an issue cannot be resolved by reviewing the carrier credentials or the information returned with the quote, submit a ticket through the help option inside Momentum RATE.

Include as much information as possible, including:

• The line of business being quoted
• The state
• The affected carrier
• What happened or what you expected to happen
• The Session ID from Quote Details

Providing this information helps the RATE team locate and investigate the issue without having to request basic quote information from you first.

Quick Troubleshooting Guide

If a carrier is not returning a quote:

1. Check the carrier credentials.
2. Confirm the credentials were saved and the checkmark appears.
3. Review the quote results for an appetite or declination message.
4. If neither explains the issue, open Quote Details and copy the Session ID.
5. Submit the issue through the help option inside Momentum RATE.

Best Practices

• Check credentials first. Credential issues are common when carriers are initially configured.
• Do not treat every declination as an error. A carrier may simply be outside its underwriting appetite for the risk.
• Review the information provided with the quote. PL RATE may already identify why the carrier did not return a result.
• Always capture the Session ID. Include it whenever reporting a quote-related problem.
• Provide the line, state, and carrier. These details help identify the affected submission.
• Describe what happened. A clear description of the problem makes troubleshooting easier.

Summary

Most PL RATE issues fall into three categories: credential issues, appetite or declination results, and integration issues.

Start by checking the carrier credentials and reviewing the quote results for an appetite-related explanation. If the issue appears to be an integration problem or remains unresolved, open Quote Details, copy the Session ID, and submit the issue through the help option inside Momentum RATE.

Providing the Session ID along with the line of business, state, carrier, and a description of the problem gives the RATE team the information needed to investigate the affected quote.