Certificial Integration FAQs and Troubleshooting in Momentum AMS

1. Why Is My Insured Not Appearing in Certificial?

If an insured is not appearing in Certificial after your agency enables the integration, review the following requirements.

Allow Time for Initial Synchronization

Data synchronization begins during the evening hours after the integration is enabled.

Depending on the size of your agency and the number of commercial insureds, the initial synchronization may take overnight or several days to complete.

Verify the Insured Is Eligible

For an insured to synchronize into Certificial:

• The insured must be an active commercial insured.
• The insured must have at least one active policy from the list of policy types supported by Certificial.
• The insured must have a phone number entered in Momentum AMS.
• The insured must have a complete address entered in Momentum AMS.

Important: Prospects and policy quotes do not synchronize into Certificial until an eligible policy becomes active.

If the insured meets these requirements but is still missing, allow sufficient time for the synchronization to complete before contacting Certificial for assistance.

2. How Do I Know If the Integration Was Successful?

You can confirm that the integration is functioning when insured and policy information begins appearing in your Certificial account.

The time required for the initial synchronization depends on the size of your agency.

• Smaller agencies may see their data populate overnight.
• Larger agencies may require several days for all eligible insureds and policies to populate.

Note: Not all insureds will necessarily appear at the same time during the initial synchronization.

3. Why Am I Receiving an Error When Connecting My Agency?

If you encounter an error while connecting your Momentum AMS agency to Certificial, review the information on the Agency Mapping page.

1. Locate the Map Insured checkbox.
2. Make sure the checkbox is unchecked.
3. If the checkbox is selected or additional information appears in the lower fields, refresh the page.
4. Enter only the required agency information:
   • Agency Name
   • Agency ID
   • Agent ID
   • Email Address
5. Attempt the agency mapping process again.

If the error continues, contact Certificial at certIssuance@certificial.com.

4. Why Isn't a Vehicle Appearing with My Commercial Auto Policy?

Vehicles associated with commercial auto policies must have a Vehicle Identification Number (VIN) to synchronize into Certificial.

If a vehicle is missing:

1. Open the insured's record in Momentum AMS.
2. Locate the vehicle associated with the Commercial Auto policy.
3. Verify that a VIN has been entered for the vehicle.
4. If the VIN is missing, update the vehicle information.

Important: A vehicle without a VIN will not map into Certificial with the Commercial Auto policy.

5. Where Can I Find Named Insureds in Certificial?

Named Insureds entered in Momentum AMS under General > Locations automatically map into Certificial.

To locate them in Certificial:

1. Open the appropriate Client profile in Certificial.
2. Locate the Actions dropdown menu.
3. Select Insureds.

The synchronized Named Insured information will be available in this section.

6. What Should I Do If I See Duplicate Insureds in Certificial?

If the same insured appears more than once in Certificial, first confirm that the records are duplicates and should be combined.

Once verified, Certificial provides an option to merge the duplicate client records.

How to Merge Duplicate Clients in Certificial

1. Open the profile of the insured record you want to replace.
2. Click the Actions dropdown menu.
3. Select Merge w/ Existing Client.
4. Use the search bar to locate the existing client record you want to merge with.
5. Select the appropriate client and click Merge.

Important: Verify that the records represent the same insured before merging them.

7. Where Can I Get Help with Issuing Certificates in Certificial?

Questions about issuing Certificates of Insurance, managing certificate holders, or using other features within Certificial should be directed to Certificial's support resources.

Certificial provides an Agent Knowledge Base with instructions for using its platform.

For additional assistance, contact certIssuance@certificial.com.

8. Quick Troubleshooting Checklist

If your agency is experiencing synchronization issues, review the following:

• Integration Timing: Has sufficient time passed for the initial synchronization?
• Insured Status: Is the insured an active commercial insured?
• Policy Status: Does the insured have at least one active, supported policy?
• Contact Information: Does the insured have a phone number and complete address?
• Vehicle Information: Does each vehicle you expect to synchronize have a VIN?
• Agency Mapping: If setup fails, is the Map Insured checkbox unchecked?
• Duplicate Records: Have you verified that any duplicate clients in Certificial represent the same insured?

Information in this article is based on Certificial's published Momentum integration FAQs. For questions about Certificial platform functionality or unresolved integration issues, contact Certificial directly.