Frequently Asked Questions

Welcome to the FAQ page. Please click on the link which corresponds to your question.

Getting started

When I try to log onto i-prompt I put my details in and it takes me back to the front page. What is happening?

Ensure the details have all been entered correctly and with no spaces. If this is the case, it may be that your password has expired. You will need to contact your i-prompt administrator or call 0333 321 8566 to get it renewed.

When I set up a new loan on i-prompt how long will it take to authorise?

Subject to our standard credit criteria, the loan being within your Self Approval Limit and receiving the correctly completed and signed paperwork, it will be authorised by the following working day.

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Client search

I have done a client search on i-prompt but it comes back with a message saying that the client does not exist, what am I doing wrong?

Ensure only one field has been entered, i.e. client number (first 6 digits) or postcode, not both.

How do I update client address information?

Click on 'modify client details', make the necessary amendments, click on 'Submit'.

How do I update client bank details?

Request a new signed Direct Debit Mandate from the client. You can download blank forms from i-prompt.

The client name has changed. What do I do with it?

Send CBPF a signed RACA, in the correct name. You can download blank forms from i-prompt.

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Loan input

I want to add a mid-term adjustment (MTA) to my client's existing policy, how do I do this?

The mid term option should be used for adjustments to an existing policy being financed. Click on 'client search' this will bring up the client's account details, click on 'account number' that you wish to adjust, scroll down to the bottom of the page and click on 'mid-term option'. This will then open a screen that will let you enter the details.

How can I process a negative MTA?

Click on 'MTA' and view loan details at the bottom of the screen and click on 'negative MTA'.

I want to add an additional premium to my client's existing loan agreement, how do I do this?

An additional policy will need to be treated as a new loan. Click on 'client search' this will bring up the client's account details, click on 'new loan' this will then open a screen that will let you enter the details.

I want to add an additional premium for client, how do I do it?

Click on 'client search', enter the first 6 digits of the client's account number in the client ref box, click on 'submit'. This will bring up the client's account details, double click on the account number that you wish to adjust scroll down to the bottom of the page and click on 'mid-term option'. This will then open a screen that will let you enter the additional premium details.

I filled in new loan details for a client and pressed the confirm loan later button. How do I now confirm the loan?

Click on 'last action' at the top of the screen, then click on 'loans to be confirmed'. You now have the option to confirm, modify or delete the transaction.

I have submitted a loan but the direct debit has an X next to it. Why?

On a new direct debit the status will remain with X in the until we have called for the first payment, and then once it has gone through the status will change to A (Active).

How do I send an i-mail?

Click on 'loan details' as before, select the category, type in your message and click 'submit'.

The loan is for your own insurance. Why can't you pay us direct?

Under money laundering and the Procceds of Crime Act requirements we must ensure that we do not pay the client direct and therefore the premium must be paid directly to the insurer.

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Rates

What information do I put in the 'cust rate' and 'Cust rate ref' box?

You only ever need to enter anything in these boxes if you are given a custom rate by our RISK department. This rate is always accompanied by a reference.

You've applied a minimum credit charge. Why?

As the credit charge is not over or meeting the minimum amount we automatically update the fross rate and then add your overrider.

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Loan amendments

Can I request cancellation of a loan using i-prompt?

Yes, follow the procedure for a client search, double click on the account that you wish to cancel. Scroll to the bottom of the page and click on, 'cancel loan'. This will bring up a loan cancellation screen.

When I set up a renewal how long does it to authorise?

Renewals and additional premiums should automatically authorise the next working day subject to the loan being within your self approval limit and the completion of our standard credit criteria.

Can I put a return of premium through on i-prompt.

Yes, you need to send it through as a loan action note on the account you credit. We will either debit your next bordereau or contact you regarding the return.

How do I rollover a loan on i-prompt?

You need to get the clients details by doing a client search. Then you double click on the account you wish to rollover, go to the bottom of the page and click on the rollover button. Then you need to check/change the client's details and submit the loan. You do not need to print off or sign the documents once this is done.

I've submitted a loan and want to change something on it. How do I do it?

You need to click on 'send i-mail'and instruct us of the changes you want to make.

The client has a large catch-up instalment. Why?

Instalments start on the date of inception and depending on when we receive the loan application it may take more than one nomth's instalment to bring the loan i line with the policy dates.

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Executives

My password is due to expire. Can I update this myself?

Call i-prompt helpdesk on 0333 321 8566, or if you are clling from ROI dial 01 862 2560.

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Printing

I need to print off the documents to be signed by the client, how do I print the documents?

Click on'last actions', then click on 'document created', then click on 'downloead PDF'. If this does not work check to make sure you have the Adobe Acrobat reader installed on your system. If you do not have Adobe Acroat reader installed on your system go to http://www.adobe.com.

How can I print blank forms?

Click on 'last actions' then click on 'blank forms', then click on 'Click here to download the PDF document'. If this does not work check to make sure the Adobe Acrobat reader is installed. If you do not have Adobe Acrobat reader installed on your system go to http://www.adobe.com.

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Commercial Lines loans (CS) - New Business and Renewals

Special rules for Tradex policies only - the insurer rule is as follows:

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