Admin FAQ
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QHow do I create users?
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Qhow do I deactive users?
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QCan I copy a user's profile (i.e. roles) to create new users?
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QHow can I create a Administrator/ Super user?
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QAs a superuser if I impersonate a user can you perform an action (e.g. submit a proposal to Genworth) on their behalf?
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QCan I assign user roles by a group rather than individually?
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QHow do I change the logo displayed by default?
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QHow do I assign roles?
Home
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QHow can I reset my password?
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QI can't see all the functions I need to in my home screen
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QHow can I update my contact details?
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QHow often do I have to change my password?
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QWhen a query or issue is sent to portal support do you receive an incident/ reference number?
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QIf I have feedback regarding the Portal where should I send it?
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QI am receiving a system error message and cannot access a function of the Portal that I require
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QThe Portal is running very slow
Prop submission
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QIf I receive a conditional approval how do I submit the documents through the Portal and do I need to submit the complete application again?
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QIf I receive a missing information request how do I submit the documents through the Portal and do I need to submit the complete application again?
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QI am receiving a system error message and cannot access the policy submission functionality
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QHow do I know that my proposal has been submitted successfully?
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QHow can I search for proposals submissions for other users?
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QHow long are the proposal submission documents available to download?
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QWhen uploading proposals how long does it take Genworth to receive?
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QCan I submit a password protected document via the Portal?
Prop Advice
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QHow can I retrive a policy advice?
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QHow long are the decision advice documents available to download?
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QHow can I search for proposal advice for other users?
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QIf I receive a conditional approval how do I submit the documents through the Portal and do I need to submit the complete application again?
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QIf I receive a missing information request how do I submit the documents through the Portal?
Prem Calc
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QHow can I search for a historical premium form saved by another user?
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QHow do I calculate premium for an existing loan (Top up)?
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QI am receiving a system error message and cannot access the premium calculator
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QMy premium calculation is not returning the correct rate
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QIf a borrower has multiple securities, does this affect the search tool?
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QOnce you save a premium calculator can you go back and edit it?
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QDoes the calculator amalgamate separate policies in the premium paid amount?
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QWhy does the Premium on Total Loan amount in the excel calculator show a different amount to the Premium before credit is applied in the Portal?
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QWhat amount should I enter in the New Loan amount field?
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QIf the premium calculator pulls up a policy that is linked to another incorrectly can you delete it from the calculator?
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QIf I save and then later delete a form in the premium calculator does it completely remove it from Genworth's database?
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QNew Loan – what does this mean?
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QTop Up Loan – what does this mean?
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QWhat if the premium doesn't look correct?
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QWhat does the predominant loan purpose mean?
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QWhat if I select 35 or 40 years by mistake?
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QWhat to do in a situation where a 50/50 purpose exists?
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QWhat amount do I quote to the customer?
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QWhat if I only have an indication of the value of securities from the customer? How do I quote?
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QHow can I search for a historical premium form saved by me?
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QThe premium calculator is only showing credit for 1 policy but 2 have been paid
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QIf I use the 'Go to Premium Calculator' button in Policy Search but I want to calculate a Top Up for 1 borrower only, how do I remove the second from the calculation?
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QHow do I sort the Premium form history?
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QCan I view other users Premium Calculators?
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QHow long are saved calculations kept for?
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QIs there a limit to the amount of saved Premium Calculators I can keep?
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QIf I open another user's saved calculator and make changes will it overwrite the original?
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QCan I recalculate a premium using a historical rate?
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QIf RITC is applicable, will this be automatically applied?
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QWhat does "Calculate Loan Limits" mean?
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QWhat is the base loan limit?
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QWhat does 'Calculate loan limits' mean?
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QWhy is the 'Calculate loan limits' checkbox not always visible?
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QWhere are the loan limits displayed?
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QHow can I redo the calculation with the maximum loan limit?
Policy Search
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QHow can I search for an existing policy?
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QHow do I amend an incorrect address for a policy?
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QHow do I amend an incorrect name for a policy?
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QCan I edit any data from the policy search screen?
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QWhat does the version number mean in policy search?
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QThe policy search is very slow
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QWhat do are the policy status definitions?
DUA submission
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QCan I submit multiple Manual DUA policies in one submission?
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QCan I submit a folder of files?
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QHow do I know that my Manual DUA submission has been submitted successfully?
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QHow can I view what submissions have been sent to Genworth?
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QIf I receive a missing information request how do I submit the documents through the Portal?
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QWhat would I receive a missing information request for?
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QHow can I search Manual DUA submissions for other users?
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QHow long are the Manual DUA submission documents available to download?
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QWhen uploading Manual DUA submissions how long does it take Genworth to receive?
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QCan I submit a password protected document via the Portal?
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QHow can I generate a CSV of all DUA historical submissions based on a specific date range selected?
DUA Advice
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QWhat type of Manual DUA advices can I view through the Portal?
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QWhy can I not view Manual DUA acceptance advice/ decline advice via the Portal?
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QHow long are the decision advice documents available to download?
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QWhat would I receive a missing information request for?
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QIf I receive a missing information request how do I submit the documents through the Portal?
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QHow can I search Manual DUA advices for other users?
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QHow long are the decision advice documents available to download?