Summary
Timeline sends notifications to alert advisers when a LoA remains in a specific status for too long.
Advisers receive real-time status updates via email whenever a LoA progresses through different stages.
The goal is not to replace the adviser but to help them interact with the tool and take action when necessary.
Advisers will be notified when a LoA is stuck in Created, To Be Posted, Signed, and Wet Sign Pending statuses.
If a LoA is delayed, advisers can manually contact the provider to ensure progress.
Description
Managing Letters of Authority (LoAs) efficiently is crucial to a smooth financial planning process. However, delays can happen at various stages. To support advisers, Timeline provides automatic notifications when a LoA remains in a specific status for too long and real-time email updates whenever a LoA's status changes.
These notifications are designed to assist, not replace, advisers. If a LoA is stuck in a particular stage, advisers will receive alerts so they can take appropriate action, such as manually following up with the provider.
Below, we outline the different notifications and their purpose.
1. Created Status Notification
📌 Sent when the "Created" status persists for more than 5 days.
Why? The LoA has been created but has not progressed further. This may indicate a delay in initiating the process.
Action Required: Contact [email protected] or check if any additional steps are needed.
📩 Email Example
Subject: Important - {provider name} LoA for {client name} has been in 'Created' status for too long
Hi [Advisor's Name],
This is to inform you that the {provider name} LoA for {client name} has been in the 'Created' status for more than 5 days. Please take the necessary action by contacting our support team at [email protected].
[Log in to Timeline]
Best regards,
The Timeline Team
2. To Be Posted Status Notification
📌 Sent when the "To Be Posted" status persists for more than 5 days.
Why? The LoA has been prepared but has not yet been sent out. This may indicate a delay in submission.
Action Required: Contact [email protected] or check if any additional steps are needed.
📩 Email Example
Subject: Important - {provider name} LoA for {client name} has been in 'To Be Posted' status for too long
Hi [Advisor's Name],
We wanted to notify you that the {provider name} LoA for {client name} has been in the 'To Be Posted' status for more than 5 days. Please contact our support team at [email protected] for assistance.
[Log in to Timeline]
Best regards,
The Timeline Team
3. Signed LoA Bundle Notification
📌 Sent when the "Signed" status persists for more than 5 days.
Why? The LoA has been signed but has not progressed to the next stage. This could indicate that the provider did not receive it.
Action Required: Follow up with the provider to ensure they have received the LoA and are processing it.
📩 Email Example
Subject: Important - {provider name} LoA for {client name} has been in 'Signed' status for too long
Hi [Advisor's Name],
This is a reminder that the {provider name} LoA for {client name} has been in the 'Signed' status for more than 5 days. Please reach out to our support team at [email protected] to resolve the issue.
[Log in to Timeline]
Best regards,
The Timeline Team
4. Wet Sign Pending Notification
📌 Sent when the "Wet Sign Pending" status persists for more than 5 days.
Why? A wet signature is required, but the process is delayed. This could indicate that the signature has not been received or processed.
Action Required: Follow up with the client to ensure the wet signature is completed.
📩 Email Example
Subject: Important - {provider name} LoA for {client name} has been in 'Wet Sign Pending' status for too long
Hi [Advisor's Name],
We are notifying you that the {provider name} LoA for {client name} has been in the 'Wet Sign Pending' status for more than 5 days. Please contact [email protected] for assistance.
[Log in to Timeline]
Best regards,
The Timeline Team
Real-Time Status Updates for LoAs
For every status change, advisers will receive an email update to keep them informed about the progress of each LoA.
LoA Statuses in Timeline
In the status column, you may see the following statuses:
Created: LoA has been created, but no action has been taken yet.
To Be Posted: The LoA is set to be sent via physical mail.
Waiting for the Client's Signature: Awaiting the client's signature before proceeding.
Signed: The LoA Bundle has been signed but is awaiting the next step.
Wet Sign Pending: Awaiting a digitally rendered wet ink signature.
Sent to Provider: The LoA email has been sent to the provider.
1st Chase: First automatic follow-up email sent to the provider.
2nd Chase: Second automatic follow-up email sent to the provider.
3rd Chase: Final automatic follow-up email sent to the provider.
Policy Checks: The provider has responded, and a policy has been added to the LoA.
Completed: Policy checks have been reviewed, and all policies have been added.
Restarted: The LoA process has been manually restarted.
Accepted: A policy has been manually accepted.
Rejected: A policy has been manually rejected.
Provider Cannot Locate: The provider was unable to find the requested information.
Provider to Update: Updated provider information is required.
LoA Not Accepted: The provider did not accept the Letter of Authority.
Closed: The LoA could not be completed and has been moved to a closed status.
Downloaded: The adviser has downloaded a completed LoA.
Scheduled to be sent: The LoA is scheduled for sending when an unforeseen issue occurs during the initial attempt due to temporary downtime or other disruptions. In such cases, the system automatically schedules another attempt in 5 minutes, allowing time for the issue to be resolved. However, if the LoA remains in this status for more than an hour, it requires further attention (contact: [email protected]) to ensure successful delivery.
These real-time email updates ensure advisers are always aware of the latest developments and can take action when necessary.
Conclusion
Timeline's LoA notifications and status updates are designed to assist advisers, not replace them. These notifications serve as reminders to take action when necessary, ensuring a smooth and efficient LoA process.
If you receive a notification or status update indicating a delay, it’s an opportunity to manually contact the provider to resolve the issue.