Step-by-step Instructions

Error message when uploading application advising existing subscriber or beneficiary name is incorrect

When uploading an e-App for an existing subscriber or beneficiary, the first name, last name, date of birth and Social Insurance Number must match exactly what is currently in our system.

If there is not an exact match of name and date of birth, when uploading you will see an error message advising what is currently in our system. Following is the process to follow if you get this error message:

1. From the e-app home page, click on the agreement number
   

2. Click on Complete Enrollment Data
   

3. Change the name to match the name indicated in the error message
   

4. In Special Instructions for Customer Service write “Subscriber’s name has changed (or is incorrect). Documentation attached. Please correct name after agreement is created”
   

5. Click Validate and Save
   

6. You will see the message ‘You have changed some fields while the application is sealed. These changes will be added to the change log. Do you want to proceed?’. Click Yes.
   

7. Click OK
   

8. Click Close
   

9. Click Review / Sign Documents
   

10. Click on your sales rep name at bottom left and sign
    

11. Click Save & Close
    

12. If the Subscriber now has a different name (i.e. it was originally entered incorrectly, or they have married or divorced and change their name), you will need to provide documentation of the name change or the name correction.
    

1. Have customers take a picture of their name change documentation and email it to you. Save the document on your computer
   

2. Under the Additional Documents section click Add.
   

1. Click Browse to select the file from your computer.
   

2. Under Specify Document Type, select Other
   

3. Under Description type ‘Name Change Documentation’
   

4. Click OK
   

3. Click OK
   

13. Upload application
    

Updated 2018/06/13

What to do if the name appears to be correct

If the name indicated in the error message looks like the same name you have entered, check in e-App whether you have entered a space after the name as below (extra space entered after the h). If so, remove the space and proceed from step 5.

Social Insurance Number

If Subscriber was previously entered into our system with a temporary SIN (beginning with 9)

and now has a permanent SIN, you will need to do the following:

1. When entering the SIN, use the temporary SIN that we currently have in our system
   

2. In Special Instructions for Customer Service write “Subscriber has a new permanent SIN, number 999 999 999. Please update SIN after agreement is created”
   

3. Complete application as usual
   

4. Have customers take a picture of their SIN card and email it to you. Save the document on your computer
   

5. Under the Additional Documents section click Add
   

1. Click Browse to select the file from your computer
   

2. Under Specify Document Type, select Other
   

3. Under Description type ‘SIN card’
   

4. Click OK
   

6. Upload application
   

If you are still having an issue, please contact Sales Force Services.

Updated 2018/06/13