Commercial Express

The Value Added MGA

01384 473021

Welcome to the CE Help Hub


Your first-class step-by-step guides on topics relating to our System, Trading with CE and Service.

We want you to have the very best experience when you deal with us. The CE help hub has been designed to guide you through the most common topics and answer any questions you may have.


Please select the icon relevant to your query...

System


How to find a policy?


Click Retrieve Quotes and Policies


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You can search via the following options however the below are the quickest and most popular.

If you have the full policy number, quote reference or policyholder name, enter this in the appropriate field.

If you do not have the full details, it is essential to include an Asterix * either side, please see examples below:


  • Name *Mr A Test* or Mr Another Test
  • Policy number *CEQ333000* or CEQ333000/2021
  • Quote Number *571053* or AD1512/00571053/02/22

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Once you have clicked Search it will bring up the clients record.

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How to amend, cancel or NTU a policy

Once you have located the live record on our system, you will be able to make the following changes:

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Endorse Risk
– Amend Policy

By clicking this tab, you will be able to amend the policy details.

The system will ask for the MTA type and effective date of the change.

Update the question set with the required change(s) and select Quote. You will then be asked to provide details of the change you have made.  Select Save MTA.

All MTA’s will refer into us for an underwriter review, who will respond to you once they have reviewed the change.

 

NTU – Not Taken Up

By clicking this tab, you will be able to NTU the policy.

You will need to provide full details of the NTU reason in the comments box and select send to submit your request.


Cancel Policy – Cancellation Request

To proceed with a cancellation request, we will require a confirmed cancellation date and reason for the cancellation.

Our system will not process the cancellation or produce any documentation until the actual date of the cancellation request.

If you require a quotation only for cancellation, please tick the Quote Only box at the top of the screen.



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To submit the cancellation request click Send.

How to amend an inception date on a new business quotation

Note - You can amend the inception date when you hold cover on a risk providing it is within 30 days of the original quote. If the new inception date is over 30 days, you will need to Requote the risk and get updated terms.


Search for the quotation in the system. Click on the quote as shown in the example below.

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You will then be presented with the following options:


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Select Hold Cover

You will be taken to the screen below:


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Read through the statement and providing you are happy all risk information presented is correct, click Accept.

If you cannot agree to the statement click Dont Accept and you will exit the quote record.

Once you have clicked Accept, you will be taken to the Hold Cover screen as shown below.

Here you can amend the inception date before selecting Hold Cover to place the risk on cover.


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The system will then confirm cover has been held and provide you with a CEQ number. We recommend that you record this for future reference.

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The Journal: What is it and where can I find it?

The system Journal is a record of all activity and communication in connection with the policy.

How Do I Find The Journal?:

Search for the policy in the system. Click on the policy as shown in the example below.

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You will then be presented with the following options:


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Click Journal

This will take you to the Journal page of the policy record.

The Journal allows you to see the status of any communication between yourselves and us, It allows you to see the current status of a referral, if we have replied and what questions we may have asked.

Before contacting us, we recommend that you visit the Journal to understand the most recent position.

As shown in the example below, the journal will record the date of the communication, the type of communication and corresponding comments. The column titled Operator would show whether the entry was system generated, or created by an underwriter, in which case the name of the underwriter (whether from Commercial Express or from you as the Broker) will be recorded in this column. This allows you to know who has handled that element of the policy, and who to contact if you need to.



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Hold cover – incorrect information

  • If you have held cover from the incorrect date, please NTU the policy and re-submit online

  • If you have submitted incorrect risk information, please amend the policy using the Endorse Risk option to create a Mid Term Adjustment.  Some changes are free within the first 14 days of a policy.

  • If you haven’t held cover when you were instructed to do so please provide the following to consider us backdating manually.
    • Proof of payment
    • Confirmation of no claims or incidents
    • Policy/Quote number
    • Premium agreed between CE and yourselves.

For Renewals please email Renewals@commercialexpress.co.uk

For Mid Term Adjustments please email Service@commercialexpress.co.uk

CE reserve the right to decline any backdating requests.



How to refer a risk to our underwriters

If your quote needs to be referred into our underwriters, please complete all risk information as usual and ensure you click the Refer to CE Button on the quote page. Please see example below.

PLEASE NOTE: If you don’t click Refer to CE our underwriters will not be able to see the risk and they will be unable to action the referral.


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By clicking Refer to CE it will take you to the page shown in the example below.

You will need to add additional information in the comments box to confirm the circumstances behind the referral. Please be as detailed as possible.

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Once you have added your comments click Send to submit the referral. You will then have the option to attach any supporting documents or you can select Continue to exit the quote screen.  The referral will be sent to an underwriter for review who will then be in contact with you.


Our panel of products: How to compare features & benefits

You can see the Features & Benefits of our individual products by visiting our website, www.commercialexpress.co.uk.

By clicking the Insurance drop-down tab, you can select either:

 

  • Property Owners
  • Liability
  • SME
  • Caravan & Trailer
  • Catering & Event

 

This will then allow you to view details of our available schemes for that sector.


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How to edit an existing quotation with new information

Search for the quotation in the system.  Click on the quote as shown in the example below.

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You will then be presented with the following options:


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Click Edit Quote

This will take you to the start of the quote process – The Insured

Amend any required information on this page and then click Next

You will then move to the Risk Address page as shown in the example below. 

  • If you wish to amend risk information select the pencil icon to edit the quote.
  • The bin icon will delete the location if it is a multi-location policy.
  • Add Another allows you to add another location to the quotation.

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You will need to go through each page of the quote to proceed, and to ensure the risk doesn’t refer or the record lock.  Once you have gone through the quote, click Quote. You will then be provided with a revised premium and terms, dependent on the changes you made.

    Our stance on lapse instructions and auto renewals

    If a policy is to lapse there is no need to contact us.

    We automatically send renewal chasers, however, at Commercial Express we do not auto renew policies.

    To ensure your clients policy renews you must Hold Cover before the renewal date.

    Do our policies auto renew?

    We automatically send renewal chasers, however, at Commercial Express we do not auto renew policies.

    To ensure your clients policy renews you must Hold Cover before the renewal date.

    Requoting or submitting information on a renewal

    If we require additional information on a renewal, or when a renewal has been authorised and is with you as the broker, the status of the renewal will be Referred with Agent as shown below.

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    If you need to advise us of any information or make any changes to the policy, simply amend the renewal information by pressing Requote. This will take you into the policy itself and allow you to advise or make changes.

    Once done, it will ask you to refer into us and provides you with a freetype box. Any additional comments you wish to make to the underwriter need to be entered here.

    Please Note: If the renewal is over 30 days old you will need to requote the risk as New Business.

    What should I do if a renewal/new business quote is over 30 days old?

    New Business Quotation:

    If the original new business quotation is over 30 days old, you will need to resubmit the enquiry as a fresh new business submission via Assist.

    Our system will not allow you to hold cover on a quotation that was submitted more than 30 days before the proposed inception date.

     

    Renewals:

    If the renewal lapsed over 30 days ago, you will need to resubmit the risk as new business via Assist.

    As part of the submission, you will need to confirm the following in the freetype box provided for inclusion of additional information: 

    • Has the client been trading since cover lapsed?
    • If ‘Yes’, do they have employees and have they been operating without compulsory Employers Liability cover?
    • Have there been any accidents/claims or losses, known or pending, since cover lapsed?  

    How to access & print documents from Assist

    Search for the quotation / policy in the system. Click on the quote / policy as shown in the example below.

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    You will then be presented with the following options:


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    Click Documents

    A list of documents relating to the quotation / policy will appear. Simply click the View Document link and the document will appear. You can then download or print the document by using the appropriate icon in the top right hand corner of the screen.

    Do I need my own personal user account and how to add a new user?


    We require all users to have their own personal user account and not to share accounts with their colleagues. This will ensure that documents are sent directly to you, which will help you provide a better service standard to your client.

    How to request log in details

    If you are new to our Assist platform and require log in details, you can request these using our Register a New User form. You will need to provide your full name, email address, company name and contact details.

    You can access the form using the Register/Password Reset option on our website (see below) or using the following link www.commercialexpress.co.uk/register-new-user


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    How to request a password reset?

    If you have forgotten your password or simply need us to change the password set, please submit your request using our online Password Reset form.  You will need to provide your full name, email address, your user ID for the Assist platform (if known) and your company name and contact details.

    You can access the form using the Register/Password Reset option on our website (see below) or using the following link www.commercialexpress.co.uk/password-reset

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    Deactivating / Removing users from Assist  

    If you need to request that a user is removed from having access to the Assist system, please email agency@commercialexpress.co.uk with the following information:

    • Your Company Name (and Branch address if your company has multiple offices)
    • The full name of the user that needs to be removed
    • Their email address
    • The reason for removal (i.e., has the person left the business and requires removal from all Commercial Express systems)

     

    Default contact changes

    If you need to request that the default contact for your agency is changed, please email agency@commercialexpress.co.uk with the following information:

    • Your Company Name (and Branch address if your company has multiple offices)
    • The full name of the person that the default contact needs to be changed to (unless a generic email contact is being provided)
    • The email address for the new default contact

    Service


    Agency & Compliance

    Change of address or contact details for your agency

    If you need to request that the address or any other contact details are changed for your agency, please email agency@commercialexpress.co.uk with the following information:

    • Your current Company / Branch Name and Address
    • Confirmation of the details that require changing

    Letters of appointment – Policy transfers

    In instances where a Policyholder wishes to transfer their policy from one Broker to another, either a letter directly from the Policyholder or new Broker needs to be provided and emailed to agency@commercialexpress.co.uk

    The letter will need to contain the following information:

    • Full name and address of the policyholder
    • Policy number
    • The name and address of the Broker they would like to transfer to
    • Policyholder’s signature or in the case of a business the letter should be signed by a director or business owner. If there is an outstanding premium on the Policyholders account, confirmation of which Broker will be responsible for settlement of that premium


    If you have a client that wishes to transfer their policy to your brokerage, however you do not currently hold an agency with us and would like to, please complete our Agency Application form that can be found at the following link www.commercialexpress.co.uk/register or by accessing our website as shown below:


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    Book transfers / Acquisitions or mergers

    Confirmation of book transfers, acquisitions or mergers must be received from both parties and be confirmed by a director of the business. Details should be emailed to agency@commercialexpress.co.uk and the following information should be provided:

    • A confirmation letter (on headed paper) or email from the current broker. The letter must be from a director of the business, give clear instructions when the transfer is to take place, confirm the policies affected and provide details of the new broker taking over the book of business
    • A confirmation letter (on headed paper) or email from the new broker. The letter must be from a director of the business, give clear instructions when the transfer is to take place, confirm the policies affected and provide the full name, address and contact details of the broker
    • A contact name who will be responsible for any enquiries
    • Confirmation of which broker will be responsible for settlement of any outstanding premiums
    • For book transfers only (i.e., not full acquisitions) we will need a list of policies which require transferring

     

    If you do not currently hold an agency with us however are taking on a book of business placed with Commercial Express,  please complete our Agency Application form that can be found at the following link www.commercialexpress.co.uk/register or by accessing our website as shown below:


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    Queries about our terms of business agreement - For general queries regarding our Terms of Business Agreement simply email agency@commercialexpress.co.uk

    If your query is specifically in relation to Risk Transfer, please refer to section 5 of the Terms of Business Agreement. 

    General enquiries - For general enquiries not covered in the CE Help Hub please email agency@commercialexpress.co.uk

    Accounts

    Our fees - Please click here for a full list of our fees, including those charged for Mid-Term Adjustments.

    ceStatement of account commission/premium queries and adding additional users -

    Both commission and premium queries should be raised through the online ceStatement of account.

    For example:

    If you are in ‘items to pay’ and do not agree with the amount due, left click anywhere on the policy information. This will provide a more detailed breakdown of the premium.


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    If you still feel the Commission or Premium is incorrect, click query at the top of the page. This will open a page where you can enter the details of the query. Use the drop down options as shown in the examples below.


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    The query will then be submitted to the relevant credit controller. The credit controller will add a  response to the query which in turn generates an email back to you.


    Additional Users
    The main user of ceStatement will need to submit a request for any additional users. To request an additional user to ceStatement select Manage Users on the home page.

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    Once selected click Add User  to enter the new user’s details. Click Submit.


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    Once submitted this request is emailed to our accounts team who will arrange for the user to be added.


    The new user should expect an email within 48 hours to register and set up a password for ceStatement.

    Trading with CE


    Contents (Click on any of the below to view or enter any topics into the search bar)

    Trade search facility
    New promotions
    Comparison tables
    Policy wordings and rating guides
    New business, renewals and referral pipelines
    Reporting a claim
    Easy access to your commission levels
    Insurer panel ratings


    In this section you will find information that will help you to understand whether a risk is acceptable on our schemes, before submitting the details to us for a quotation. It also contains other useful information about our schemes, policy cover and how to report a claim.

    Trade related queries

    If you have any trade related queries your first port of call can be with our Trade Search Facility.

    Trade search facility - Here you can access all of our trades and appetites for the majority of our products including Liability, Commercial & Industrial Property Owners, Contract Cleaners and many more. It is accessible from our website under the Insurance tab and by using the Trade Search button on our online trading system Assist.

    Simply type the trade you require into the search box next to the appropriate product header and a list of acceptable trades will be displayed. Alternatively you can search the entire list by clicking anywhere within the product area and a drop down of trades will be revealed.

    Our ‘best converting’ trades are shown in Red Bold.

    Accessing from our website - Located under the Insurance tab or click here

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    Accessing from our online trading system Assist - Once you are on the Assist homepage you can access the trade search facility by clicking on the Trade Search button at the top or click here


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    Cover limit queries

    If you have any cover limit queries your first port of call can be cross referencing the cover you require against our comparison tables.

    Comparison Tables - When generating a quote throughout our online trading system Assist, you will have the opportunity to compare cover limits for products including Liability Per Capita and Wages and Turnover, Residential Property Owners, Unoccupied Properties and Commercial and Industrial Property Owners.

    You will see an icon as shown below, please click on it to cross reference the cover for each scheme and see which one suits your requirements.


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    Other benefits using the Assist homepage

    New Business, Renewals and Referral Pipelines - These can all be accessed through the homepage of our online trading system Assist. Once you are logged into your account you will see a display similar to the below. Use the drop down arrow on the red button as shown below to select the relevant pipeline that you wish to view.


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    Easy access to your commission levels - Within the top header section of our online trading system Assist you can access your company’s commission levels by clicking on the Your Commissions button as shown below. This will display a list of all the commissions for each product within the CE range.

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    New promotions - From time to time you will notice certain product promotions on our Assist homepage. These will be displayed in the bottom right hand corner and can range from insurer updates to new products being launched. Simply click on the promotional banner to be provided with more information.


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    Policy wordings and rating guides - You can gain access to any of our policy wordings by clicking on the Policy Wordings/Rating Guides button on the Assist homepage. Here you can also view our rating guides for Contract Cleaners, Land Liability, Market Traders, Event and Outside Caterers.

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    Reporting a claim

    At Commercial Express we do not hold any claims authority.

    Full details on how to make a claim and the number to call can be found in the policy wording. 

    You can also access the relevant telephone number from our website www.commercialexpress.co.uk. Use the Contact and Support option, select Claims, then select the relevant scheme and loss type from the drop down options to obtain the correct number.


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    Insurer panel ratings - You can access information regarding our panel of insurers, including their rating guides for AM Best/S&P and a brief overview, from our website under the Insurance tab and then select Our Insurers. Alternatively please click here.

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