Broker Portal FAQs
You can now register to make and track Commercial Property claims online through the Broker Portal. We've addressed your frequently asked questions about registering and using the Portal.
Access and register for the Broker Portal here.
You’ll need to provide:
- Your name, email and phone number
- The name and address of your brokerage
- Agency number
We’ll then set up your access which may take a few hours. Once we have approved your account we will send you an email confirmation.
To sign in for the first time you will use your usual work email address and set up a password. This will be supported by multi-factor authentication by text or email, or the Microsoft Authenticator app.
Yes. We have created two instructional videos to help you get started.
We have also created a PDF guide.
Yes. If you’d like a demonstration, get in touch with our claims team or claims account management team. They will be able to arrange this for you.
Find out more about the Portal including a Portal guide and instructional videos.
Yes, customers/clients can register for the Customer Portal.
There is no single sign on facility currently. This means you will have to enter your individual login details each time you access the Portal.
You will be able to see all claims that have been set up on our new claims system, Guidewire ClaimCenter.
This includes most notifications of new claims since around February/March of 2024.
We're not migrating claims from legacy systems to ClaimCenter.
Claims with year prefixes (such as “2019”) will still be accessible on Claims Online.
In the Portal, you can view all Commercial Property claims for your clients/customers registered on ClaimCenter since January 2024. These claims will have the number prefix of “001.”
Claims with numbers starting with the year (such as “2023”) are only available in Claims Online, not the new Portal.
Claims MI will include both claims set up on ClaimCenter and those from our previous system.
To sign in for the first time you will use your usual work email address and create a password. This will be supported by multi-factor authentication by text/email or the Microsoft Authenticator app.
Yes. You and your colleagues can access and interact with any of your clients'/customers' claims registered on ClaimCenter.
This includes most Commercial Property claims notified since February/March 2024.
Currently, you can only notify and track Commercial Property claims via the Portal.
This excludes:
- Construction, Engineering and Renewable Energy (CE&RE) claims
- Global Risk claims
- Real Estate claims
Please continue to notify these claims as usual.
Other lines of business will be launched on the Portal in 2025. We are taking this phased approach to ensure a smooth transition and minimal disruption.
Yes. When a claim is submitted, you will see a claim number which will be in one of two formats:
000-00-NNNNNN – This is known as a draft (or ‘unverified’) claim number
001-01-NNNNNN – This is a fully created (or ‘verified’) claim number
Please do not provide a draft claim number to your customer. This number will change once details have been confirmed.
See further explanation about verified and unverified claims under Troubleshooting.
Yes, the MI will include everything registered on ClaimCenter.
No. RSA will only have a block policy on the system. We will not recognise any block policies at First Notification of Loss (FNOL). All claims will be manually verified by a claims handler.
Once a handler has verified the policy, the claim can be displayed like any other claim.
The claims Portal lets you search for claims only after submitting your first claim.
However, once you register, a claim handler will call to see if you need the search function right away. If you do, they will activate it for you.
The limit for text files is 10MB, and for all other files is 25MB.
For any files you need to submit which are larger than this please contact the claims team.
They will provide a VueCloud link for you to use to provide the document/video footage.
Yes. You can use Live Chat to discuss any claim that has been registered on ClaimCenter. This only includes claims starting with the prefix “001”.
Live Chat is available Monday to Friday. 9am to 5pm.
Yes. You can still notify us of Claims using the traditional methods.
Email us at promise.propertyclaims@uk.rsagroup.com, or call 0330 102 4100.
You can also continue to track existing claims in the usual way if you prefer.
There are several benefits of using the Portals for making and tracking claims. These features are designed to make the claim process easier and more efficient. They include:
- Faster decision making. The dynamic question set collects all the necessary information to make a coverage decision for most claims
- Instant communication with the claims team through Live Chat for quick queries
- Ability to view the progress of claims. This includes payments, reserves, key milestone updates, notes between RSA, policyholders and any of your broker colleagues
- Receive settlement offers through the portal
- You can send messages to the claims handler in the Portal. You will be notified by email or SMS when our handler has replied. You will need to sign back in to the Portal to check their response
- Document upload
- Automatic updates at key milestones of the claim. Such as FNOL acknowledgement, change of claim owner, LAS appointments and supplier instructions
- Claim closure information including payments made and recoveries
- Direct communication with the claim owner using the "Notes" functionality
- The use of Bank Wizard to securely validate customer’s bank details, if they're not already in our system
- Services screen displaying all suppliers, their contact details, and the latest repair updates
If your Household Scheme is written via RSA Commercial, you may have access to those claims on the Portal.
You can contact your claims account manager to check.
You can notify and track Commercial Property claims on the Portal.
For other types of claims, please continue to notify us via email or phone as you have done previously.
No. Managing agents will not be able to use the Broker Portal. We are working on giving sub brokers and managing agents access to the Portal in the future.
If you’re experiencing difficulties accessing or using the Portal, please contact our property claims team.
If you can't find a claim that you think should be on the system, contact the property claims team.
During the process of setting up a new claim it is possible for claims to become unverified. Examples include incorrectly inputting the policy number, block policies, or using an incorrect postcode.
The registration process uses the customer's address and policy number to verify policy information. Similar to data protection checks. If this information doesn’t match the policy, the claim will be marked as unverified (draft). This will limit what you can view and do on the Portal.
RSA will be prompted to go into the claim on ClaimCenter once the claim has been submitted on the Portal. A manual verification of the information will take place allowing the claim to be available on the Portal.
Once verification has taken place, this will be updated on the Portal in real time.
An RSA claims handler will be in touch with you or the customer (depending on contact preferences). This could be either via the Portal (by adding a note) or a telephone call.
Where RSA holds a block policy, the details will be unverified at the point a new claim is registered.
This status will remain until the verification process is complete.
Commercial Property is the first RSA Commercial Claims product available on the Portal. Other lines of business will be launched on the Portal in 2025.
We are taking this phased approach to ensure a smooth transition and minimal disruption.
Commercial Motor is in the process of being built. We have planned a provisional release to the market in early 2025.
We have already started to register claims on ClaimCenter for Commercial Motor. You can identify these by the claim reference prefix of "001".
We will notify you by email when other classes of business are added to the Portal.
You can also find updates on our commercial insurance page.
Yes, but not straight away. There will be a natural run-off of claims available to view on Claims Online once these are closed on our current claims handling system (CCS).
There will be dual running of Claims Online and the Portal while the claim volumes reduce.