Overview

Agents can update their Errors & Omissions (E&O) policy through two different entry points, but both follow exactly the same validation process.

The uploaded document is automatically analyzed by our AI, which extracts the required information and validates it against our records before approving access.

Entry Points

Option 1 – E&O Expiration Email

When an agent's E&O policy is about to expire, has expired, or requires an update, the system automatically sends an email notification.

The email contains a button that redirects the agent to the E&O upload page.

Option 2 – LU One Access Block

If an agent attempts to access LU One while their E&O is expired or missing, they will be redirected to the E&O Update page instead of accessing the platform.

After uploading the document, the AI validation process begins automatically.

E&O Upload Process

Step 1 – Upload the Document

The user selects and uploads their current E&O policy.

Once the upload is complete, the AI immediately starts reading the document.

The AI extracts multiple fields from the policy, including (among others):

• Agency Name
• Policy Effective Date
• Expiration Date
• Insurance Carrier
• Policy Number
• Coverage Limits

These values are then compared against our internal records.

Step 2 – Automatic Validation

If every required validation passes, the document is approved automatically.

The user regains access to LU One without requiring manual intervention.

Validation Errors

If the AI detects any issue, the upload is rejected and the user is informed of the specific validation error.

Example:

The agency name on the certificate doesn't match your account.

Agency Name doesn't match our records

This error means that the agency name shown on the uploaded E&O policy does not match either the Agency Name or the Exact Name of Corporation stored in our system.

In most cases, this indicates that the agency information in our system should be reviewed. For example, the agency may have recently changed its DBA (Doing Business As) name, legal entity name, or corporate structure, and our records have not yet been updated.

If the agent receives this error after a second upload attempt, the case will be automatically escalated for Manual Review. The Marketing team should verify the information in our system, compare it with the uploaded E&O policy, and determine whether the agency records need to be updated before approving the document.

Second Upload Attempt

After receiving a validation error, the user is given one additional opportunity to upload a corrected document.

This allows the user to:

• Upload a different E&O policy
• Upload a clearer version
• Upload the correct document for the agency

Manual Review

If the second upload attempt fails with the same validation error (or another validation issue), the document is automatically routed for Manual Review.

The case is sent to the Marketing department for investigation.

The team will review:

• The uploaded document
• The AI validation results
• The CRM information in Zoho
• Any discrepancies between both sources

If any action is required from the agent, the Marketing team will contact them directly.

Pending Review Screen

After the document is escalated to Manual Review, the user will see the following status screen:

Status

Access On Hold. Your E&O Document is Under Review

The page informs the user that:

• Their document has been successfully submitted.
• The review is currently in progress.
• If immediate assistance is required, they can contact marketing@londonuw.com.
• The estimated response time is 2 business days.