General
Contracting Task List
Please click the icon labeled 'Contracting Task List' to download the following attachment which contains a guide for contacting the relevant corporate team members according to your requests or inquiries.
General Questions - Denied from Carrier
As this is not a technical issue, please contact the Corporate team for help resolving this. contracting@familyfirstlife.com
General (/Questions) - Terminate Contract
As this is not a technical issue, we will notify the Corporate team.
Hierarchy Issues - Hierarchy (upline) is Wrong and Needs to be Edited
Please contact contracting@familyfirstlife.com for this inquiry.
General Questions - How do I Sign Documents that Require my Signature?
We have developed a secure digital signature solution that shows your digital signature on required documents. You will type your digital signature during the Onboarding process.
General Questions - How do I Sign Documents that Require my Signature?
We have developed a secure digital signature solution that shows your digital signature on required documents. You will type your digital signature during the onboarding process.
Accessing Applications - How to Access Gateway
1) Log in to HCMS 2) Click the waffle icon on the top menu 3) Click “Gateway” 4) To access NLC, Stats, and Training Camp, follow steps #1-2, selecting the respective application
Contracting Issues - Unable to Contract with a Carrier Because you Already are
If you’re receiving an error that you are already contracted with a carrier, you need to reach out to contracting@familyfirstlife.com.
Contracting Issues - Why Can't I Create a Contract Request?
There may be one or more issues with your profile that need to be corrected if you cannot create a contract request. It may be due to an expired license or expired AML training. Go to the issues page, review open issues, and then take the necessary ...
License Issues - Not Able to Select a State
To select the states you wish to submit a New Contracting Request for, you must have active licenses in the respective states. However, please submit a ticket if you cannot select the states despite an active, valid license.
Contracting Issues - Where to Find Carriers you are Appointed to
1) Log into your profile by clicking “View Profile” 2) Click on the “Carriers & Products” tab, where you can view the list of carriers you are contracted with
Contracting Issues - Error Message After Clicking “Click to Sign” in Contract Request Process
Please verify that your phone number in HCMS does not have a country code and is only 10 digits. The system will not let you progress if this information is not in that format. However, if the phone number has been inputted correctlu and you are ...
License issues - Saying AML Training isn’t Valid
Please verify that your AML training fits the required format to upload. However, if your AML training fits the requirements to upload and you are still having issues, please submit a ticket so support can assist you in getting this fixed.
General (/Questions) - Can't Log into SureLC
If you are having issues logging into SureLC, please reach out to the FFL - Corporate Contracting Manager. (Corinne - corinne@familyfirstlife.com)
General (/Questions) - How is the Screen Organized?
List of menu options on the left side of the screen (ex. your requests) Dashboard widgets summarizing key data in the center Application header that includes system messages, profile picture, and waffle menu icon for other applications
General (/Questions) - How Does it Work if an Agent is also an Admin or an Admin Becomes an Agent?
HCMS allows a single user to have multiple roles, meaning someone can have both Agent and Admin accounts. If you are an Agent and an Admin, your single account will be assigned multiple roles. Please submit a ticket so the support team can assist you ...
General (/Questions) - How to join the FFL Corporate Slack workspace
Please click this link to access to the FFL Corporate Slack Workspace. If you do not have a Slack account you will need to create one. If you already have a Slack account, you will need to connect your account to the FFL Corporate Workspace. This ...
General (/Questions) - How to change my password
Click the profile picture in the upper right hand corner Click "View Profile" Select "Change password" tab
General (/Questions) - How to View Requests
To view ALL requests: Click "Requests" on the left navigation Click the "My Requests - All” To view OPEN requests: Click "Requests" on the left navigation Click the "My Requests - Open” Configure appropriate filter options Click the “Search” button ...
General (/Questions) - How to Clear Notifications
Click the bell icon in the upper right hand corner (next to profile picture) Click the "Mark All as Read" option in the lower left hand side of the notification box
General (/Questions) - What is HCMS and Who Uses it?
Hierarchy and Compensation Management System (HCMS) is an application that supports a variety of business processes within an Insurance Marketing Organization (IMO). It's an on-demand system that provides self-service capability to its users who are ...
Technical Errors - Error Message with Entering Date of Birth for NPN Validation - says email or phone not found
This is an error that occurs when information is inconsistent with the NPN Validation and data in the NIPR account. Please make sure the NIPR system is accurate; specifically the resident state license section to ensure the email and phone number are ...
Technical Errors - Cannot validate NPN - saying NPN is invalid
Please contact support at support@uppatop.zohodesk.com so they can be of assistance.
Technical Errors - 500 error when initiating/completing HCMS invitation
Please submit a ticket so support can escalate this issue to the secondary technical team and they can assist in getting this issue fixed.
Requests - How to do a Compensation Change for an Agent
Click "Requests" on the left navigation and select “Compensation Change Request” in the drop-down Select the downline agent whose compensation you wish to change Click on "Select Level" and select the new comp level Click the "Send Request" button ...
Requests - What are the Types of Requests?
Compensation Change: used by an Agent who wishes to change the Compensation level for a member in their Downline Invite Agent: used by an Agent who wishes to hire and Onboard a new Agent Add Carrier: used by an Agent who wishes to contract with a New ...
Requests - How to Create a Hierarchy Change
Click on the plus sign icon and select “Contracting Hierarchy Request” in the drop-down Select the downline agent Select the radio button that best fits the transfer type Intra: within the same agency Inter: to another agency Select the new upline ...
Requests - How to Create a Request
Log into your HCMS account Click on the plus sign icon on the top menu A drop down menu will appear with a list of requests you can submit Select the request type from the drop-down list Complete the form and submit
Contracting Issues - Where to Find Carriers You are Appointed to
To View the Carriers you are contracted with: Go to your HCMS account Click “View profile” Select the “Carriers & Products” tab
Onboarding Issues - Re-inviting an Agent who Already Completed Onboarding
When an agent completes the HCMS Onboarding, they cannot Onboard again, as they already have an account in the HCMS system with their information. In this situation, we can either delete the agent from the system, in which they can complete ...
Requests - How to View Closed Requests
Click "Requests" on the left navigation Click the "My Requests - All” Click “Filter” in the upper right hand corner of the screen Select "Closed” (either approved or rejected) Click the "Search" button 5. Click the "Search" button
Onboarding Issues - Onboarding not Moving on to the Next Page
Please send a ticket to support about the issue you are facing. In addition, provide a screenshot if you are receiving an error message.
Requests - How to Know When a Request Requires Your Action
Click "Requests" on the left navigation and click “Awaiting my Action” in the drop down (Requests awaiting your action will appear)
Requests - How to View the Status of the Requests I create
Log into your HCMS account Click "Requests” on the left menu Click “My Requests - All” button View the status of each request under the “Current Status” column
Onboarding Issues - Updated NIPR but Info is Not Corrected
Please ensure that the data in your NIPR account is accurate to the information you are using in Onboarding. Let us know when you have done so and we can assist you in syncing your information so it reflects correctly in your account.
Requests - How to Add a Comment to a Request
Click into the request in which you wish to comment in Scroll down to the “Comments” section Type your comment Click the “Post Comment” button when finished
Login Issues - Can’t Change Password
Please provide more details of the issue you are facing and include a screenshot if you are receviing an error message.
Login Issues - Unable to Log into Account - Password Reset
To reset your password, please click on this link. For future reference, the HCMS log-in page has the "Forgot Password?" button to reset your password. Nonetheless, if you are receiving an error message, please send a ticket and provide a screenshot ...
Requests - How to Add New Carrier
Click the plus sign icon and select “New Carrier Request” in the drop-down Select the agent and carrier Select applicable products and click the “+Add Carrier to the List” button 4. Click "+ Create Request" once done
Account/Profile Information - How to Edit Profile
If NPN validation has been completed, you cannot edit your profile information. If details of an account need to be changed, you should go to your NIPR account and make the necessary changes. Once you have updated the information, please contact ...
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