Managing Certificates of Insurance

    In order to make sure your company’s locations and assets are covered in the event of any accidental damage, it is important that you ensure your service providers to have the right types of insurances. With Compliance Manager, you may

    It is also easier to ensure that there is no lapse in insurance coverage. Your service providers get automatic reminders from ServiceChannel when their insurance certificates expire in less than 45 days. In addition, you may also send notifications to select service providers whose insurance certificates are about to expire soon. In case service providers already have required insurance certificates, they can upload certificates with future effective dates, and you may review and approve the certificates before their current insurance certificates expire, allowing for continued coverage.

    Should you want to modify any of your insurance requirements starting from a later date, you may set your new requirements as future requirements and activate them. Once future insurance requirements are activated, service providers will be able to view those requirements and add necessary certificates; and you may take action on them before the effective date.

    Viewing Service Providers’ Compliance for Insurance Requirements

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    The Certificates of Insurance Detail View tab displays the insurance compliance of both your in-network and invited service providers. The top section of this tab displays the Overall Compliance, which is the percentage of service providers who are 100% compliant with all your requirements. Below this is a list of filters, and the bottom section displays the compliance status of service providers for the required types of insurance.

    Insurance Compliance Summary 

    The icons under the insurance types represent specific statuses for each insurance type, as listed below:

    Symbol

    Compliance Status

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    Insurance certificate not uploaded by the service provider

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    Insurance certificate added by the service provider; awaiting review and approval

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    Insurance certificate approved

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    Insurance certificate rejected

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    Insurance certificate expires within the next 45 days

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    Insurance certificate expired

    By default the results are arranged alphabetically. Next to each service provider’s name, the percentage of compliance displays. On top of each requirement, the number of service providers who are not compliant with the requirement displays.

    Filters for Viewing Insurance Compliance

    The Certificates of Insurance Detail View tab has several filters that help you review insurance compliance as desired. You may apply the filters one at a time or use a combination of filters to view the following information:

    • Only Show Contractors Being Invited - Compliance of service providers who are currently going through the onboarding process for joining your private network, but are yet to be accepted.
    • Only Show Contractors in My Network: Compliance of active service providers in your private network.
    • Only Show Primary Ranked Contractors - When used alone, this filter displays compliance for primary ranked providers for all trades and locations.
    • Filter by Trade - Displays compliance of service providers providing a specific trade, which you may select by clicking in the Filter by Trade field, and selecting the desired trade in the drop-down list that appears.
    • Search for a Contractor - Compliance of a service provider with a specific name.
    • Insurance status - Filter and view compliance by one of the following insurance statuses:
      • Awaiting Review - Service provider has uploaded insurance certificates and is awaiting review and approval.
      • Approaching Expiration Date - Service provider is compliant, but the insurance certificate is due to expire within the next 45 days.
      • Expired - Service provider’s insurance certificate has expired, and the provider is therefore non-compliant.
      • Rejected - Service provider’s insurance certificate was rejected, and the provider is therefore non-compliant.
    • Insurance requirements version - Compliance for current or future insurance requirements.
    • Compliant CM_Compliant_button1.png - Displays the compliance summary of all compliant providers. The percentage and number of service providers who are 100% compliant with all your insurance requirements display in the button. (The percentage and number of providers displayed here vary based on the other filters applied, such as invited/in-network, trade, or primary rank status.)
    • Non-Compliant CM_Non-compliant_button1.png - Displays the compliance summary of all non-compliant providers. The percentage and number of service providers who are not 100% compliant with all of your insurance requirements display in the button. (The percentage and number of providers displayed here vary based on the other filters applied, such as invited/in-network, trade, or primary rank status.)

    How to View Insurance Compliance

    1. On the Compliance Summary page, click the Certificates of Insurance Detail View tab. The insurance compliance for all the service providers in your network displays.

    Sorting the Service Provider List in Certificates of Insurance Detail View

    By default, the list of service providers displays in alphabetical order. For easy review of compliant or non-compliant service providers, you may arrange the list by percentage of compliance. Clicking on the Compliance % link at the top of the service provider listing arranges the providers with the highest level of compliance at the top of the list. In case you want to view non-compliant providers first so as to send notifications, you may click the Compliance % link again to view non-compliant providers at the top of the list.

    Reviewing and Approving/Rejecting Service Providers’ Insurance Certificates

    From the Certificates of Insurance Detail View tab, you may review the insurance certificates uploaded by service providers for each type of insurance requirement, and approve/reject them. In case you have set future requirements, you may also review and approve insurance certificates that your service providers have uploaded for future requirements.

    You may view the insurance certificate of a service provider for a specific insurance type by clicking on the status icon next to the provider’s name. To review an unapproved certificate and approve or reject it, click the CM_FM_Insurance_DocsForReview.pngicon.

    Viewing Insurance Certificates

    The insurance details open up in a new window.

    Approving/Rejecting Insurance Certificates

    The top-left corner of the window displays the service provider’s name. The types of insurances required appear in the left pane under the provider’s name.

    The main pane displays the insurance certificate and the top-middle section displays the required amounts and the amounts carried by the service provider. In case an amount carried by the provider is less than the required amount, an amber exclamation sign appears next to the amount.

    You can approve or reject insurance certificates from this window. Note that you may also approve an insurance certificate with less than required coverage as an exception (such as for a service provider who you assign very few work orders) and add a reason for the exception. Once you approve a certificate, the left pane displays your user name, the time and date of approval, and whether it was approved with an exception and the reason for exception.

    From the insurance details window, you may view and take action on all your service providers’ certificates by using the Next Contractor or Previous Contractor buttons at the bottom of the screen.

    How to Approve/Reject Insurance Certificates

    1. In the service provider listing in the Certificates of Insurance Detail View tab, click the CM_FM_Insurance_DocsForReview.pngicon under the desired insurance type next to the desired service provider’s name. The service provider’s insurance certificate for the specific insurance type displays. The top section shows the required amount and the amount carried by the service provider.
    2. Review the certificate for the required amount and other details, and perform the appropriate action: approve, approve with an exception, or reject the certificate:
      Approve (certificates that carry minimum required amounts):
      1. Click the Approve button at the bottom of the screen. The word Approved and a check mark appear in the approved insurance type in the left pane.
      Approve with an exception (certificates that do not meet all minimum required amounts):
      1. Click the Approve button at the bottom of the screen. The Approve pop-up appears.
      2. Enter the Reason for Exception, and click the Approve with Exception button. The left pane displays that the certificate was approved with an exception and the reason for exception.
      Reject an insurance certificate:
      1. Click the Reject and Notify button at the bottom of the screen.
      2. In the Reject window, enter the reason for rejecting the insurance certificate in the Note box, and then click Reject. The word Rejected and an X icon appear in the rejected insurance type in the left pane.

    Downloading/Printing Insurance Certificates of Service Providers

    You may download or print insurance certificates of your service providers by clicking the Download or Print icons in the top-right corner above the insurance certificate in the details window.

    Sending Notifications for Insurance Compliance

    You may send notifications for insurance compliance by using the Send Notification option in either the Compliance Summary or Certificates of Insurance Detail View tabs. The notification emails indicate the requirements that a provider is not compliant with, as below:

    • Notification from the Compliance Summary tab: the notification email lists all incomplete requirements, including insurance requirements; details of specific non-compliant insurance types are not listed.
    • Notification from the Certificates of Insurance Detail View tab: the notification email only lists the types of insurances the provider is not compliant with; details of other non-compliant requirements are not listed.

    In addition, whenever an insurance certificate expires, an automatic notification is sent to the provider, indicating the provider is out of compliance with the specific insurance requirement.

    How to Send Notifications from the Certificates of Insurance Detail View Tab

    1. In the Certificates of Insurance Detail View tab, check the box(es) next to the desired service providers’ names, or check the box next to Contractors to select all service providers.
    2. Click Send Notification to Contractor(s). The Send Notification pop-up window opens with a prefilled message section, containing a placeholder {{{insurance}}} for the insurance requirements the service provider(s) need to comply with.

      Sending Notifications for Insurance Compliance

      Note: When you send notifications to service providers, the specific insurance types that each service provider has yet to comply with will be filled out in the {{{insurance}}} section of the message.

    3. (Optional) In the Send Notification pop-up window, edit the prefilled message. Note that removing the {{{insurance}}} placeholder will remove the list of insurance requirements from the message.

      Note: To include an image or a link to an external website, use the edit options available at the top of the message area.

    4. Click Send. A Send Notification dialog box appears.
    5. Again, click Send. The number of notifications that processed and the number of notifications that failed display.
    6. (Optional) Click Details to view the delivery status of the processed notifications.
    7. Click Close. The Certificates of Insurance Detail View tab appears.

    Exporting Compliance Information for Offline Use

    In case you want to add service providers’ insurance compliance information to other systems, or share the information with other users, you can download the information using the Export option.

    How to Export Compliance Information

    1. On the Compliance Summary page, click the Certificates of Insurance Detail View tab.
    2. Check the boxes next to the desired service providers’ names. To select all service providers, on the top-left of the Results section, check the box next to Contractors.
    3. Click the Export Contractor(s) button. The selected service providers’ compliance information, including the percentage of compliance and the status for each type of insurance, such as approved, rejected, waiting for approval, or approaching expiration, downloads to your device.