Overview: The Access Case Request screen displays when Insurance Agents click Request Case Access under Quick Links. This screen allows Insurance Agents to associate to an existing case by request via electronic or verbal consent.
Steps for the Request Case Access screen:
1. Search for an existing case with the following information:
a. First Name
b. Last Name
c. Sex
d. Date of Birth
e. (Optional) Social Security Number
f. (Optional) Case Number
g. (Optional) Application Number
2. Click Search.
3. A message displays that the logged in Agent is not currently associated with the client. Review the message. If the Agent wishes to proceed, click Request Electronic Consent.
4. A timer displays for 1 minute and 30 seconds. The following messages may display on the screen:
a. If client consent is received, the screen will display “Client consent received!” Click Next. A pop-up asks about whether this is a kynect On Demand referral. Click Yes or No, then Continue. A pop-up then displays a confirmation message. Click OK to close the pop-up. The system navigates back to the Agent Dashboard.
b. If the client does not consent, the screen will display “Client did not consent.” Click Cancel to refresh the screen.
c. If the client does not respond, the screen will display “Client did not respond.”
i. The Agent has the option to confirm verbal consent. Click Confirm Verbal Consent.
ii. A pop-up asks about whether this is a kynect On Demand referral. Click Yes or No, then Continue.