Process Unmatched Carrier Downloads

If you have an unmatched policy download (also known as AL3 download), you can tell HawkSoft which client/policy it should be matched to. If the client exists, but the policy doesn't, then you can tell HawkSoft to create the policy on the existing client using information contained in the download. If neither the client nor the policy exists in your HawkSoft system yet, you can tell HawkSoft to create both the client and the policy using information on the download.

Each unmatched download appears on a card on this page, including a summary of potential identifying information:

Create or update a policy on an existing client

If the download belongs to an existing policy on an existing client, you can tell HawkSoft which client and policy to match the download to.

From the Unmatched Download card located in the previous steps, confirm whether HawkSoft has found a recommended match (shown on the right side of the unmatched download card).

You can click View Download to open the unmatched download in the Downloads Viewer. This enables you to thoroughly review the information contained in the download to confirm whether or not the download belongs to a recommended match.

If there is a recommended client and policy, and both are correct:

1. Click Update this Policy on the unmatched download card.

2. Click Commit (Update Policy) to confirm that this download should be matched to the recommended client and policy.

   The download is matched to the recommended policy, and the policy is updated using information contained in the download.

If there is a recommended client and it is correct, but no recommended policy:

If HawkSoft recommends the correct client to an unmatched download, but does not recommend a policy to the download (and you are sure the policy does not exist on the client in HawkSoft), you can quickly create a new policy on the recommended client using the unmatched download.

Before creating a new policy on a client, open the client to make sure that the policy contained in this download does not already exist in HawkSoft.

If the policy already exists on the client in HawkSoft, but HawkSoft does not show this policy as a recommendation (or shows the wrong policy), follow the steps under 'If the recommended client and/or policy is incorrect:

1. Click the Create New Policy on Client button on the unmatched download card.

   The Creating Policy from Download dialog launches.

2. If your agency has enabled Multi-Office Mode:

   • Client

     If a Client Office, CSR, and/or Producer have already been set for the client, the information will flood into each field and can be modified as needed.

     If a Client Office, CSR, and/or Producer have not been set for the client, you can start typing into each field to search for and select the desired office, CSR, and/or Producer.

   • Policy

     Select an office for this policy from the Office (Required) drop-down. You can start typing the office name into the field to filter the list.

     If default agents were set for the selected office in Office Setup, the office's default Agents will flood into the fields. If no default agents were set, or if they should be changed for this policy, select Agents 1-3 from the drop-downs as needed.

   If your agency has not enabled Multi-Office Mode:

   • Client

     If a CSR and/or Producer have already been set for the client, the information will flood into each field and can be modified as needed.

     If a CSR, and/or Producer have not been set for the client, you can start typing into each field to search for and select the desired office, CSR, and/or Producer.

   • Policy

     Select agents 1-3 from the drop-down fields as needed.

     If default agents were set for your agency in Agency Setup, the default agents appear in the fields. If no default agents were set, or if they should be changed for this policy, select Agents 1-3 from the drop-downs as needed.

3. Click Commit (Create New Policy on Client) to create the policy on this client.

If the recommended client and/or policy is incorrect:

If there is an existing client in your HawkSoft data to match with this download, but there is not a policy on this client that matches this download, you can tell HawkSoft to create the policy on that client using the information in the download. You can also manually select the policy to update, if it exists but was unable to be matched by HawkSoft for any reason.

1. Click the Search for Client button on the unmatched download card.

   A client search window opens. The name from the download is pre-filled in the search.

2. Edit the search information if needed, then click Search.

   If a client is found, the search results display in the lower half of the window, including a list of the client's policies.

3. If this download matches an existing policy on the client:

   1. Click Use Policy on that row.

   2. Click Commit to confirm creating or updating the policy on the selected client.

   OR

   If the client is found, but no existing policy corresponds to this download:

   1. Click Create Policy.

      The Creating Policy from Download dialog launches.

   2. If your agency has enabled Multi-Office Mode:

      • Client

        If a Client Office, CSR, and/or Producer have already been set for the client, the information will flood into each field, and can be modified as needed.

        If a Client Office, CSR, and/or Producer have not been set for the client, you can start typing into each field to search for and select the desired office, CSR, and/or Producer.

      • Policy

        Select an office for this policy from the Office (Required) drop-down. You can start typing the office name into the field to filter the list.

        If default agents were set for the selected office in Office Setup, the office's default Agents will flood into the fields. If no default agents were set, or if they should be changed for this policy, select Agents 1-3 from the drop-downs as needed.

      If your agency has not enabled Multi-Office Mode:

      • Client

        If a CSR and/or Producer have already been set for the client, the information will flood into each field and can be modified as needed.

        If a CSR, and/or Producer have not been set for the client, you can start typing into each field to search for and select the desired office, CSR, and/or Producer.

      • Policy

        Select agents 1-3 from the drop-down fields as needed.

        If default agents were set for your agency in Agency Setup, the default agents appear in the fields. If no default agents were set, or if they should be changed for this policy, select Agents 1-3 from the drop-downs as needed.

   3. Click Commit (Create New Policy on Client) to create the policy on this client.

You have successfully attached the download to the correct policy on the existing client and updated it, or created a new policy on the existing client from the download.

To create a new client and policy

If there is no existing client in your HawkSoft data to match with this download, you can create a new client as well as the policy, using the information contained in the download.

Even if you are sure that the client on the download is not already in your HawkSoft Database, HawkSoft recommends searching for a potential matching client before creating a new client using this download, to avoid potential duplicates.

From an unmatched download card:

1. Recommended: Click Search for Client to search your HawkSoft database and ensure that this client does not already exist.

   A client search window opens. The name from the download is prefilled in the search.

   1. Edit the search information if needed, then click Search.

   2. If no client is found, proceed with the next steps to create a new client using information contained in the download.

      If a matching client is found, follow the steps under 'If the recommended client and/or policy is incorrect:

2. Click Create New Client & Policy.

   The Creating Client and Policy from Download dialog launches.

   

3. If your agency has enabled Multi-Office Mode:

   Select an office for both the client and the policy from the Office (Required) drop-downs in each column. You can start typing the office name into the field to filter the list.

   If Default Agent Information is set for the selected office in Office Setup, the CSR, Producer, and Agent fields will show the office's default users. If no default CSR/Producer/Agents were set, or if they should be changed for this client/policy, select them from the drop-downs as needed.

   If your agency has not enabled multi-office mode:

   Modify the the Client CSR, Producer, and Policy Agents as needed.

   If Default Agent Information is set for your agency, the agency's default Client Producer and CSR, and default Policy Agent(s) appear in the fields. If the Producer, CSR, and/or Agent(s) should be different for this policy, you can change the fields as needed.

4. Click Commit (Create New Client and Policy) to finish.

   The unmatched download is removed from the unmatched list, and you have successfully created a new client and policy from the download information. A copy of the download is attached to the policy.

When matching any downloads found under Other Download Types, the matching process differs a bit in that you will only be selecting which client and policy these documents will be attached to.

See Types of downloads and how they are matched for more information about download types.

The cards for these other types of unmatched downloads look a bit different. Because they don't contain data formatted to update a policy, there's no recommendation and you can't create a client or policy from them.

1. Optional: Click View Download to open the unmatched download for review.

2. Click the button Search for Client on the unmatched download card.
3. A client search window opens. The name from the download is prefilled in the search.
4. Edit the search information if needed, then click Search.
5. If a client is found, the search results will be displayed in the lower half of the window, including a list of the client's policies.

6. Click Use Policy on the row for the policy you'd like to attach the document to.

7. Click Commit to attach the document to the policy. The unmatched download is removed from the unmatched list and attached to the chosen policy.

   You have successfully attached the download to the correct policy.

HawkSoft provides a list of all downloads that have been processed from Unmatched Downloads within the past 24 hours. This will help your agency review downloads you have processed within the past day and make changes to the client/policy as needed. A link to the client, matched with the download, is available for quick access directly to the client.

Recently Matched AL3s, Claims, and eDocs are available from the Unmatched Downloads dashboard and when you are processing Unmatched downloads.

Deleting an unmatched download permanently erases that download. If an unmatched download was deleted in error, the carrier will need to send a new copy of the download.

If you have an unmatched download that does not need to be processed (for example, duplicate downloads), you can delete it by pressing the button on the unmatched download card.

When you press Delete, you'll see a pop-up confirming you truly do want to delete the download:

Click Yes (Delete) to delete the download.

If you know that the client/policy a download should be matched to has been updated since the download came in, you can the download, rather than manually matching it to the correct client and policy.

Once you click Reprocess the download runs through the automated matching process again using the most recent client and policy information in your HawkSoft database. This confirms that the missing information has since been added to the client/policy.

If the download process finds a match, it will queue the download for automatic matching and processing, and remove it from the Process Unmatched Items screen. If a match is not found, the download will simply return to the Process Unmatched Items screen.

If you have multiple unmatched downloads that you'd like to reprocess all at once, click the button to the upper right of the unmatched download cards. This will check all of the unmatched downloads for potential matches again.

Downloads are matched to a client/policy in HawkSoft by policy number as well as line of business, and then processed in accordance with your Download Rules.

The following table describes the different types of downloads and how HawkSoft processes them.

Download Rules must be set to enable the different download types to update policy information.

In order to complete this task, user permissions must be set to include:

Downloads > Downloads Dashboard and Report > Unmatched Downloads
Client Actions > Change Client Office
Client Actions > Change Client Producer/CSR

See User Permissions for more information.