Hartford Flood Online

New Portal Go-Live on May 1, 2020

Frequently Asked Questions

1. When is this transition taking place?
   The transition will begin on Friday, May 1, 2020. You will receive your login information via email starting late on April 30, 2020, going into early morning hours on May 1. The email will come from Torrent Technologies. On Friday, May 1, 2020, you will be able to login to quote and write new business. On Monday, May 4, 2020, you will be able to fully service your customers. All your historical data will be available. The Hartford and Torrent teams have been working collaboratively over the last several months to ensure the transition is as smooth as possible.
   
   
2. Do I need to change my username or password?
   As a Hartford agent, you will be issued a new, temporary password upon go-live; but, your existing user ID or username will remain the same. Your access information will be contained in two separate welcome emails that will be delivered to your email address on file starting late on April 30, 2020, going into early morning hours on May 1. The emails will come from Torrent Technologies. For security purposes, your first-time log in will prompt you to reset your temporary password.
   
   
3. How will I access Hartford Flood Online?
   At go-live the HartfordFloodOnline.com URL will point to the new flood portal (TorrentFlood). This URL will serve as the access point for both Hartford Fire and Underwriters users.
   
   
4. Who do I call if I have trouble accessing the system?
   If you experience any issues with logging into the new flood portal, please select either of the help options, ‘Forgot My Username’ and/or ‘Forgot My Password’ on the login screen to self-serve. If the login issue cannot be resolved or you would like to speak with someone directly, please contact our Agency Services department via email at agencyservices@torrentcorp.com or by calling 866 535 7419.
   
   
5. Today I have access to multiple producer codes using a single log on ID and password. Will that change when this transition takes place?
   If you have the ability and are assigned to write business under multiple, related agencies today you will be issued one set of credentials that will allow you to login, select and assign new business to your agency of choice.
   
   
6. Will this new portal give us access to see our commission reports and when funds will be transferred to the agent's account?
   Agent commission statements are available online in your new portal for those at the agency admin or agency principal levels which will be defined by each agency. The statement date should match the deposit date.

7. Will we have new agency master and sub-codes?
   All active and newly enrolled agencies will be assigned under a new agency code convention in the Torrent system. This replaces the current format and will simplify the master/sub relationships between agencies and any changes. Your existing Hartford Flood code will be stored in the agency record for searching and reporting purposes going forward.

8. Is my Hartford agency code changing?
   Active agencies for The Hartford will be assigned a new agency code in the flood system to allow for easier management and flexibility. If your agency has the old code, that information will be stored in the agency’s record for reference, reporting and search parameters.

9. What will be my experience on day one of go-live?
   Please complete all your cash processing and make any changes no later than April 28, 2020, by 6pm MT. On day one, Friday, May 1, 2020, you will have your login information sent to the email address on record. Once you're logged in, you will be able to start new quotes and write new business. All your historical data will not yet be available until Monday, May 4, 2020. This means you will not be able to see renewals, quotes, or policyholder data. On the following Monday, May 4, you will have full functionality to service your customers and see your historical data. If experience any issues, we will work with you to resolve them.

10. I am set up for Automated Clearing House (ACH)/e-banking. Will that work once the move to Torrent occurs?
    For privacy and security reasons, financial data will need to be input by Agency Managers. Agency Managers are defined roles within your agency who must be defined by each agency as soon as possible. They will input this information via "My Account" in "Commission Payment Options" of the new flood portal. If ACH data is not in the new portal before the end of May, your paper commission check will be mailed to you.

11. Will I still have access to my agency dashboard to view expirations, remapping data, and policies in-force?
    A robust Agency Dashboard is available on the TorrentFlood system. Take advantage of the agent training offered prior to the transition to learn more about the dashboard and other offerings!

12. How will I get trained on the new flood portal?
    An on-demand training video is available from on our launch page. Live agent training webinars are available for you to attend. The schedule is posted on our training page.

13. Will my agency download continue uninterrupted?
    Yes, your agency download mailbox information is included in the transition and tied your agency record. Agency downloads run on a nightly basis from the flood system. Depending on your Agency Management System (AMS) schedule, you could see these as early as day two post go-live.

14. Any changes to my agency commissions as a result of this change?
    No, agency commissions are not changing in any way as a result of this conversion. You will continue to be paid the same commission levels for new, renewal, and rollover business as you are currently receiving. 

15.  Is there any change to my Hartford Sales Rep?
    No, you will continue to have the dedicated expertise of your current Flood Sales Representative from The Hartford. Access the full list of Hartford Flood Sales Representatives here.

16. How will I get my Flood training certificate submitted?
    Flood training certifications should be sent to The Hartford directly at Team.Licensing@thehartford.com. Once certification has been reviewed and validated by The Hartford, your profile will indicate that you are FIRA compliant and the mandatory flood training requirement was met.

17. What will happen if my insured sends their payment to the wrong address?
    An auto-forwarding process is in place to handle any payments and documentation received for The Hartford. These will be forwarded to the new Hartford lock box address for processing and digitization.

18. Which vendor will be sending my 1099 for tax purposes?
    If both operating companies operate under the same Hartford Tax ID, then 1099's will be combined into a single 1099. 

19. How will renewals be handled?
    From May 1, 2020 on, payments will be routed Torrent for processing. 

20. Will my account be deactivated after a certain length of inactivity?
    Torrent takes security very seriously. They continuously evaluate procedures and controls to ensure The Hartford stays in compliance with the National Flood Insurance Program (NFIP) arrangement. Torrent will work directly with The Hartford to identify and evaluate user login accounts that has been inactive for 90 days to determine if the account should be deactivated.

21. Are paper copies mailed to agencies eliminated? 
    Copies are available for printing in the My Documents feature.
    
    
22. If you use the 'pencil icon' to edit info on the policy, would this edit automatically generate an endorsement?
    No, the pencil icons do not create an endorsement form. Users must save the change or exit without changing.
    
    
23. When you open a policy record, is there a way to set a default sort so the active policy is at the top of the list?
    The most current term of the policy will always be at the top of the Term drop down box in the policy record.
    
    
24. What is the best option to replace the memo feature? 
    If there is something that needs to be added to the policy, it can be uploaded by the agent through the endorsement process or can be emailed to customer service.
    
    
25. Will an agent be able to receive eDelivery for policy documents, declarations, renewals or expiration notices? 
    Torrent sends a notification if new documents are available. Documents can be accessed in the system at the policy level or via the My Documents feature which allows documents to be viewed or printed in bulk.

Agency Transfer/Rollover Questions

1. Which vendor is billing transfer policies?
   Torrent will assume processing starting with the August 1, 2020 renewals and dates going forward. 
   
   
2. How do I submit questions regarding transfers?
   After May 1, 2020, questions will be directed to Torrent via email at policytransfer@torrentcorp.com or by calling 877 264 2946.  
   
   
3. How will transfer payments be handled?
   Payment will be forwarded to Torrent for processing after the May 1, 2020, go-live date.

Claims Questions

1. How will claims be reported? 
   There are several ways to report a claim online and claims may be reported through your dedicated customer service team. Agents can file a claim online through Hartford Flood Online.
   
   Insureds can file a claim through TheHartford.ManageFlood.com portal. Claims can also be filed by calling the dedicated claims line for The Hartford.
   1. Hartford Underwriters General Claims: 800.787.5677
   2. USAA Claims: 866.989.0028
   3. Hartford Fire General Claims: 800.787.5677
      
      
      
      

Excess Flood Questions

1. Excess flood and private primary flood options are integrated into the new Hartford Flood Online.