Frequently Asked Questions (FAQ) Updates
My question is about: Administration, Service, General, Automobile, Homeowners

Administrative Information

  Q

To enter your system I must remember a user ID and password. Is this really necessary?

 

 

  Q

How do I download eTokio data into my Agency Management System?

 

 

  Q

I have been prompted to change my password, why is this necessary and what shall I do?

Service Information

  Q

Will I have 24 hour access to my eTokio records?

 

 

  Q

What are the hours of the eTokio help desk?

 

 

  Q

I have a suggestion to make your system work better for my associates and me.  How do I tell you about my idea?

 

 

  Q

I received an ERROR message, how should I report it to eTokio?

General Information

  Q

From QuickQuote, if my customer wants to purchase the policy, must I re-enter the information already provided?

 

 

  Q

Can an application be printed from the web site to obtain the applicant's "wet" signature?

 

 

  Q

I have a red arrow just to the left of my entry. What does this mean?

 

 

  Q

Can I backdate the effective date of quote or a policy?

 

 

  Q

Can I change the customer details in a QuickQuote after I have entered and left the QuickQuote page?

 

 

 Q

What if I need to make a change on the Policy Holder Information page in Policy Issuance?

 

 

  Q

Can I change the Number of Drivers?

 

 

  Q

Why doesn’t the Basic Policy Information or the Property Information Page display the QuickQuote Number?

 

 

 Q

For Special Interest entry (Loss Payees and Mortgagees), how many characters can be entered on each line (name, address and loan number)?

 

 

Q

What happens if I leave my quote on the Community Service Statement page?

 

Q

How long will QuickQuote retain the information on a quote?

 

 Q

What is the process for adding endorsements or making changes to my customer's existing policy?

Automobile Information

  Q

How much does it cost us to order an MVR?

 

 

  Q

On the Violation/Accident History page, are entries for both the SVC Code and Description of the violation required?

 

 

  Q

I get an error when I have the Collision deductible and Uninsured Motorist Property Damage (UMPD) selected.  Why?

 

 

  Q

Is Extended Transportation Expenses (ETE) coverage available?

 

 

  Q

Must all vehicles have the same ETE coverage limit?

 

 

  Q

What if a customer has Trailers and/or Camper Shells. Can they be entered through QuickQuote?

 

 

  Q

How do I quote a premium when the customer has more than eight vehicles?

 

 

  Q

Can Multi-Vehicle credit be forced on a QuickQuote for a single auto?

 

 

Q

If I enter a vehicle that has a symbol of 27, is the entry of the Cost New amount required?

 

Q

What Driver Information is required if the Insured has a Foreign license?

 

Q

If I enter a Foreign License Date, is the CA License Date still required?

 

Q

Can I enter an Excluded Driver?  If so, what information is required?

 

Q

I would like to add PPO 321 (Mexico Coverage), would I need to add this coverage to each individual vehicle?

Homeowner Information

Q

What if the entire Property Address does not appear on the Property Location Page?

 

Q

What if I have multiple Protection Devices that I need to add to the HO 216 Endorsement on a Homeowner QuickQuote / Policy Issuance?

 

Q

How do I add an Optional Endorsement to the Homeowner QuickQuote / Policy Issue?

 

Q

Can addresses listed as HO 70 Endorsements for Additional Residence Rented to Others be entered in QuickQuote / Policy Issuance?

 

Q

If I do not want HO 290 on my policy, what do I do?

 

Q

Can Scheduled Personal Property for HO 61 Endorsements be processed through QuickQuote?

 

Q

If a HO6 is Tenant occupied, how do I process this policy when the only Occupancy choices I have are Primary, Seasonal and Secondary?


Administrative Information 

 

 

 

 

Q

To enter your system I must remember a user ID and password. Is this really necessary?

A

Yes.  We want your information to be as secure as possible. Additionally, since MyAgency contains information confidential to your agency, we want to make certain only authorized people have access. Your user ID and password help us achieve the security necessary to protect your information.  (Please keep in mind that both your User ID and your Password needs to be 7 – 15 alphanumeric characters.)

 

 

 

Top

Q

How do I download eTokio data into my Agency Management System?

A

This functionality is available from the Download menu on the Homepage. Your office must first register to be eligible for any download service. For instructions click here.

 

 

 

Top

Q

I have been prompted to change my password, why is this necessary and what shall I do?

A

The information stored in MyAgency is the heartbeat of your office. To make certain we provide the highest level of security, it’s important to change the password periodically. Although the password can be changed at any time by calling customer service 626.568.7698 we will automatically ask you to change your password every 60 days. The process is simple:

  1. Change the password (7 to 15 alphanumeric characters)
  2. Confirm the password by retyping it exactly as you did the first time.
  3. (Optional) If you have one user ID and Password for the entire office, confirm the new information with everyone using the system.

Note:  All changes are effective immediately.

 

 

 

Top

Service Information

 

 

 

 

Q

Will I have 24 hour access to my eTokio records?

A 

Yes, except during a short period during non-business hours while we process our daily, or monthly cycles.

 

 

 

Top

Q

What are the hours of the eTokio help desk?

A

The hours are from 8:30 am to 4:30 pm. You can reach Customer Service by phone or with on-line Chat. When Customer Service is not available use email (customerservice@etokio.com) or submit your question at our Feedback page to assure your question receives a prompt attention. Issues reported using these facilities are answered on the same day reported.

 

 

 

Top

Q

I have a suggestion to make your system work better for my associates and me.  How do I tell you about my idea?

A

We want your ideas and every idea is considered. There are several ways to make certain your idea is considered:

1) Simply click the Feedback link and complete the form, 
2) eMail us at customerservice@etokio.com,
3) Call Customer Service at 626.568.7698 or,
4) Give your idea to any Tokio Marine employee.

Thanks for helping us make eTokio a better place to work.

 

 

 

Top

Q

I received an ERROR message, how should I report it to eTokio?

A

We suggest you report the problem to Customer Service by Chat, or phone (626.568.7698) before you close or leave eTokio. Please be prepared to provide a detailed step by step description about your actions just prior to observing the problem. It is especially important to tell us:

1. Your phone number and your name, 
2. The date and time you identified the issue,
3. What you were trying to accomplish,
4. What happened or didn’t happen (be as specific as you can) 
5. Other facts including the policy or QuickQuote number (if applicable) that might be important to our analysis.

 

 

 

Top

General Information

 

 

 

 

Q

From QuickQuote, if my customer wants to purchase the policy, must I re-enter the information already provided?

A

If you are still within QuickQuote, when the customer decides to purchase the coverage, just select the button “Complete Full Quote” (from the Premium Summary page). Your information will be transferred to the appropriate pages of Policy Issuance where you must complete the remaining information required to issue the policy. If you have left QuickQuote, select “Existing Home" or “Existing Auto” from the QuickQuote menu, search, and select the applicable quote. Upon entering (or completing the quote) select “Complete Full Quote” (on the Premium Summary page) to move your quote to Policy Issuance. Your information will be transferred to the appropriate pages of Policy Issuance where the remaining information required to issue the policy must be entered. 

Please Note: Once a quote is transferred from QuickQuote to Policy Issuance, you must access your information through the Policy Issuance menu. To find your entry, select Existing Auto or Home and search using the quote number issued during the QuickQuote process.

 

 

 

Top

Q

Can an application be printed from the web site to obtain the applicant's "wet" signature?

 

A

Yes, this will be the last step in the Quote-to-Policy Issue process.  Once the policy information has been completely entered, from the Premium Summary page, click on “Issue Policy.”  You will be sent to the Community Service Statement.  Complete the applicant information and click on “Continue.”  You will then be sent to the Underwriter Referral page where you may print the application by clicking on the “Print Application” button.

Note: Once this step is taken, the policy is electronically uploaded to Underwriting system where the policy is issued.  Once complete you can only search from the Policy Inquiry menu using the policy number.  The QuickQuote number is retired.

 

 

 

Top

Q

I have a red arrow just to the left of my entry. What does this mean?

A

The red arrow indicates there is a problem with the response in the corresponding field. Usually, incorrect information was selected, or entered.  Additionally, the field may have been formatted incorrectly, or required  information may have been omitted. If you place your mouse pointer directly over the red arrow, eTokio will provide brief instructions to help correct the problem.

 

 

 

Top

Q

Can I backdate the effective date of quote or a policy?

A

You may backdate a quote or a policy up to 45 days. Any attempt to create an earlier effective date beyond the 45 days limit will produce an error.

Note: Although QuickQuote entries are retained for a year or longer, the backdate limitations above require all information be re-entered if the quote is older than 45 days.

Tip: It is possible to use an effective date in QuickQuote that is 60 days in advance of the date the quote is entered. Forward dating the QuickQuote will let you use quote information to Issue the policy for an additional 45 days.

 

 

 

Top

Q

Can I change the customer details in a QuickQuote after I have entered and left the QuickQuote page?

A

From the eTokio Homepage, use the QuickQuote menu, to select "Existing Auto" or "Existing Home." Search for the quote by QuickQuote number or by the date you originally entered the quote.  From the Search Results page, select the appropriate entry.  When you reach the Summary or the Premium Summary page, click the corresponding change button.

Note: For auto, on the Basic Policy Information page, you can modify existing Vehicle, Driver, and Coverage fields. You can not modify the Number of Drivers field.

 

 

 

Top

Q

What if I need to make a change on the Policy Holder Information page in Policy Issuance?

You can modify all information fields on the Policy Holder Information page except the Number of Drivers.

 

 

 

Top

Q

Can I change the Number of Drivers?

A

Yes, but the only way this function is allowed is to add / delete a driver from the Summary page in the Driver Information section.

 

 

 

Top

Q

Why doesn’t the Basic Policy Information or the Property Information Page display the QuickQuote Number?

The QuickQuote number is assigned after the user provides the information on the Basic Information Page. All subsequent pages will display the QuickQuote number in the top left column.

 

 

 

Top

Q

For Special Interest entry (Loss Payees and Mortgagees), how many characters can be entered on each line (name, address and loan number)?

A

When doing Special Interest entry, please keep in mind that there is a limit per line.

1.        Name 1 line: 30 characters

2.        Name 2 line: 45 characters

3.        Address 1 line: 45 characters

4.        Address 2 line: 45 characters

5.        Loan Number: 30 characters

Note: If you exceed the character limit, your information will not print completely on the dec page.

 

 

 

Top

Q

What happens if I leave my quote on the Community Service Statement page?

A

If you choose to exit your quote, and you are on the Community Service Statement screen, you will not be able to access your quote information at a later date.  To avoid this situation, simply “back” your quote to the Premium Summary screen.

 

 

 

Top

Q

How long will QuickQuote retain the information on a quote?

A

As long as the policy is not issued, your QuickQoute will be available for at least 1 anniversary date. If your quote is more than 45 days old, the system will not permit you to issue a “backdated” policy without  changing the effective date of the quote.  Be sure to change the effective date before you click the "Issue Policy" button from the Premium Summary page. 

Note: After the policy is issued, and released by the Underwriter (where necessary) the policy information is available from the Policy Inquiry menu.

 

 

 

Top

Q

What is the process for adding endorsements or making changes to my customer's existing policy?

A

This functionality is not yet available at this time.  

 

 

 

Top

Automobile Information

 

 

 

 

Q

How much does it cost us to order an MVR?

A

This functionality is not available at this time, but when it becomes available, there will be no cost.

 

 

 

Top

Q

On the Violation/Accident History page, are entries for both the SVC Code and Description of the violation required?

A

You must enter either the SVC code or the Violation Description.  If you enter only the description, the SVC code will back-fill once the quote is completed.  (If you enter the SVC code, the description will back-fill.)  To verify this information, simply go to the Summary screen and choose the “Change” option under the Driver Information.

 

 

 

Top

Q

I get an error when I have the Collision deductible and Uninsured Motorist Property Damage (UMPD) selected.  Why?

A

Due to California Auto Policy regulations, Uninsured Motorist Property Damage cannot be placed on the same vehicle with collision coverage and must be accompanied with Bodily Injury Uninsured Motorists coverage (UMBI).

 

 

 

Top

Q

Is Extended Transportation Expenses (ETE) coverage available?

Yes, but only if Comprehensive coverage is also selected.

 

 

 

Top

Q

Must all vehicles have the same ETE coverage limit?

A

Yes.  If the customer elects to purchase ETE coverage, all vehicles having ETE apply must have the same coverage limit.  If a different limit is entered, an error will occur.

Note: ETE is not a required coverage for any vehicle.

 

 

 

Top

Q

What if a customer has Trailers and/or Camper Shells. Can they be entered through QuickQuote?

A

Not at this time. Our underwriting staff must quote this coverage. Send an email to Customer Service or contact customer service at 626.568.7698 with the details.

 

 

 

Top

Q

How do I quote a premium when the customer has more than eight vehicles?

A

The maximum number of vehicles you may have on a single QuickQuote is 8. When a customer has more than 8 vehicles, you must split the vehicles into two separate Quotes.

Note: To receive the multi-vehicle credit one quote must have at least 2 vehicles.

 

 

 

Top

Q

Can Multi-Vehicle credit be forced on a QuickQuote for a single auto?

A

No, you cannot "force" the Multi-Vehicle credit on an Auto Quote that only has one vehicle.

 

 

 

Top

Q

If I enter a vehicle that has a symbol of 27, is the entry of the Cost New amount required?

A

Yes.  Since the relativity rating tables only provide information for vehicles up to symbol 26, the Cost New amount is required to calculate the Comprehensive and Collision premiums.  Should you happen to forget this information while processing your initial entry, the system will prompt you for the information.

 

 

 

Top

Q

What Driver Information is required if the Insured has a Foreign license?

A

If the Insured does not yet have a CA license, simply select “IT” from the license state drop down list and enter “99999” for the license number. 

 

 

 

Top

Q

If I enter a Foreign License Date, is the CA License Date still required?

A

Yes.  If only the Foreign License Date is entered, the CA License Date is required. 

Note:  If that information is not readily available, enter the effective date of the policy.

 

 

 

Top

Q

Can I enter an Excluded Driver?  If so, what information is required?

A

Yes.  To enter someone as an Excluded Driver, do not enter any license information on the Basic Driver Information page.  From the Driver Information page, enter the excluded drivers:

1.        Name

2.        Date of Birth

3.    Gender

 

 

 

Top

Q

I would like to add PPO 321 (Mexico Coverage), would I need to add this coverage to each individual vehicle?

A

Yes.  In order for a vehicle to receive this coverage, you must select “PPO 321 – Yes” for each vehicle.

 

 

 

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Homeowner Information

 

 

 

 

Q

What if the entire Property Address does not appear on the Property Location Page?

A

Place the cursor in the Address Box then use the right and left arrow keys to view the entire Property Address information.

 

 

 

Top

Q

What if I have multiple Protection Devices that I need to add to the HO 216 Endorsement on a Homeowner QuickQuote / Policy Issuance?

A

On the Property Information Page select all applicable Protection Devices.

Please note: The maximum credit limit allowed is 25%.

 

 

 

Top

Q

How do I add an Optional Endorsement to the Homeowner QuickQuote / Policy Issue?

For QuickQuote, on the Coverage page, click on the Optional Coverage button.  Select the Optional Coverage(s) that apply to that quote and click on Continue.

For Policy Issue, on the Coverage page, select the Optional Coverage(s) that apply to that quote and click on Continue.

Note: All forms with red fields attached must have information provided or an error will occur.

 

 

 

Top

Q

Can addresses listed as HO 70 Endorsements for Additional Residence Rented to Others be entered in QuickQuote / Policy Issuance?

A

Yes.  For QuickQuote, the initial entry is located on the Coverage page under “Optional Coverages.”  Select “Yes” for the HO 70 coverage.  (All of the fields labeled in red must be completed with information required for that coverage.)  If there is more than 1 Additional Residence, select “Yes” for the “Additional Residences.”  You will be taken to a screen that will allow the entry of a maximum of 9 more locations.

For Policy Issue, the initial entry is located on the Coverage page. Select “Yes” for the HO 70 coverage.  (All of the fields labeled in red must be completed with information required for that coverage.)  If there is more than 1 Additional Residence, select “Yes” for the “Additional Residences.”  You will be taken to a screen that will allow the entry of a maximum of 9 more locations.

Please keep in mind that the Additional Residence page may be used to list Owner Occupied property as well as those Rented to Others.

 

 

 

Top

Q

If I do not want HO 290 on my policy, what do I do?

A

If you decide to not include HO 290, you must manually change the Coverage C limit to 50% of the Coverage A.  If this change is not requested the default limit for Coverage C (70%) will be used.

 

 

 

Top

Q

Can Scheduled Personal Property for HO 61 Endorsements be processed through QuickQuote?

A

Not at this time. The functionality for Scheduled Personal Property for HO 61 Endorsements on QuickQuote / Policy Issuance is not available. Please place all of the details in the Policy Notes section and your HO 61 endorsement will be added once the quote has been uploaded for policy issue.

 

 

 

Top

Q

If I have a HO6 that is Tenant occupied, how do I process this policy when the only Occupancy choices I have are Primary, Seasonal and Secondary?

A

Follow these simple steps:

1.      Select “Primary” Occupancy

2.      Add the Optional Endorsement form HO 33 (Unit-Owners Rental to Others). 

This will make the policy apply to the Owner, while offering coverage to the rental property.