TFPA Agent Gateway – Frequently Asked Questions (FAQs)

For TFPA, new business is no longer available in the old system as of close of business October 19, 2018. Agent Gateway deployed Monday, October 22, 2018. Below are frequently asked questions about the new system. Please refer to the agent training page for more information on using Agent Gateway.

Please be aware of the following:

  • The new TFPA system username is your email address. Please login to Agent Gateway using your email address that is on file with TFPA.
  • If you are the Primary Contact for your agency, please be aware you were sent an email providing a link and instructions to establish a password to access our new Agent Gateway portal. The recipient of the email will be responsible for establishing additional users within their agencies. If you did not receive this email, please contact Agent Services at agentservices@twia.org. For assistance, please visit our Training Center for job aids on Setting Passwords and Adding Users in Agent Gateway.
  • If multiple users access Agent Gateway on one computer in your agency, you may be “caught in a loop” and the system may not allow you to continue. Please clear the cache on your computer's internet browser and log in again. Instructions on how to clear your cache are included in the Agency Login & User Administration section below.

How will the agency be established in Agent Gateway? Will we need a new log in?

Yes, a new login will be required for Agent Gateway. An email will be sent the weekend of October 19th, 2018 to the primary contact of your agency. That person will act as the administrator and will establish the agency and its users.

Would a new user need to be set up by the administrator first?

First your agency's primary contact will establish their user role as an administrator for the agency in Agent Gateway. Then, they will have access to set up new agency users.

Will the account administrator have the ability to limit the access privileges for individual users?

The administrator will assign each user a role with specific permissions and level of access when adding them to the system. These roles assigned to users can also be changed as needed by the administrator.

Will TFPA agencies have two systems and two sets of logins?

Yes, agencies will use the old system and the new system until all renewals have been migrated to Agent Gateway in 2019.

Can we have the same password for both systems?

You can set your password in Agent Gateway and then email TFPA to change your password in the old system to the Agent Gateway password if you would like.

What if more than one agent is using the same computer to access Agent Gateway?

You may experience technical difficulties logging into Agent Gateway if another user has recently used the same computer to access the system. To troubleshoot, clear your internet browser’s cache between user sessions. If you continue to experience issues logging in, contact Agent Services at agentservices@twia.org or (800) 979-6443.

How do I clear my internet browser's cache?

To clear your cache in Chrome:

  • On your computer, open Chrome
  • At the top right, click More
  • Click More tools and then Clear browsing data
  • At the top, choose a time range. To delete everything, select All time
  • Next to "Cookies and other site data" and "Cached images and files," check the boxes
  • Click Clear data

To clear your cache on Internet Explorer:

  • Click on the cog-symbol in the upper right corner of the browser and open the menu "Extras"
    Select the item "Internet options"
  • In the tab "General" you can find a section "Browser history." When you click on the button "Delete" a new Window opens
  • Remove all checks despite the selection "temporary internet and website data"
  • Click on the button "Delete" to empty the browser cache. In comparison to other browsers there is no option to select the time period. You'll delete all cache data.
  • Reload the page

What if the EIN has changed?  Should we register in the system under the old EIN and then make a change?

You can update the EIN before system deployment and then register in Agent Gateway with the new EIN. If the old EIN is still on file at deployment, use the old one to register and then update it with TFPA.

Will policies bind immediately in Agent Gateway?

Policies will bind immediately if being paid through a mortgage company. Otherwise, the policy will be bound when a minimum down payment is received from the policyholder, assuming underwriting guidelines are met.

Will any quotes not bound yet in old system transfer to the new system?

No, quotes in the old system that have not yet been submitted to TFPA will not transfer. They will need to be re-entered into Agent Gateway if not submitted by the close of business October 19, 2018.

Are social security number and date of birth required for a quote or submission?

Yes, both items are required fields in Agent Gateway.

If the policyholder is paying the down payment with a money order, when will their coverage start?

It will start when the payment is received by TFPA. Coverage will not begin until the minimum down payment is received by TFPA if the premium is policyholder paid.

Can we re-write into the new system?

No, however, you have the option of not renewing the policy in the old system and writing a new application in Agent Gateway if you would like.

Is there going to be a difference in premium between the two systems?

No, there will be no premium difference between the two systems.

If we aren't ready to submit, is the quote saved?

The system will save the quote after each page is completed. You can search for the quote or find it in the open quotes tab on the Agent Gateway dashboard.

Will credit checks be a part of the application process?

No, credit checks will not be a part of Agent Gateway. TFPA does not use credit scoring.

Does the new system order loss reports?

The system will order loss history reports using the ISO A-PLUS reports.

Will policyholders have online access to their policies?

No, policyholders will not have access to their policies online.

Is the loss report pulled at time of quoting or not until after binding?

The loss report is pulled during the quoting process and the results are factored into the premium calculation.

Will the replacement cost estimator be the same website (MSB) and login? Will it continue to be separate from TFPA’s quoting system?

With the new system deployment, TFPA is upgrading to a newer version of MSB that agents will access through Agent Gateway. Agents will no longer have a separate login to MSB.

For policyholders without a social security number, how do we proceed with a quote?

If the policyholder has no social security number, completing the fields with 999-99-9999 is appropriate. However, TFPA recommends using a valid social security number of the policyholder whenever possible.

If a standardized address is not found, such as with brand new construction, can we still get a quote?

You cannot override the address if a standardized address is provided. However, the system will accept the address you input if there is not a potential match presented.

How will pulling value from MSB change?

MSB is incorporated into Agent Gateway to provide values for the quote. A value will be automatically calculated based on the information provided. However, agents will have access to the valuation to make changes on the MSB site and refresh the value in the quote to reflect those changes.

Can endorsements be submitted through Agent Gateway?

Additional coverage endorsements are part of the quoting process.

Can we get a quote without entering a mortgage company and then go back later to add it?

Yes, you can quote and submit an application without entering a mortgage company, except when you select the mortgagee as the payor. You can submit a policy change for the mortgage company on Agent Gateway.

How does the Agent Gateway affect business with TWIA?

Business applications with TWIA are not affected. For TWIA Claims Center users, you will need to update your password as part of the security upgrade that is happening with this deployment.

Will the new Agent Gateway accept a credit card as a form of payment?

No, credit cards are not an available payment option.

What installment plans and down payments will be available for the policyholder?

Policyholders can pay in the following installments:

  • full payment
  • 2-pay, or payments twice a year
  • 4-pay, or quarterly payments
  • 10-pay, or monthly payments. 10 pay requires automatic draft from a checking account.

The down payment amount varies based on the payment plan selected.

Can mortgage companies post payments in Agent Gateway?

No, mortgage companies will need to mail payments to TFPA.

What happens if the automatic payment is declined? Will the agent receive a notice that the payment was not made?

The policyholder would be notified by their bank about the declined payment. The agent will not receive a notification that a payment was declined. Agent notification of this issue will come in the form of a notice of cancellation for non-payment.

How many days will policyholders have to make the first payment after new business in submitted? How long is a quote good for?

A quoted offer is good for 30 days and a minimum down payment is required within that 30 day window.

How do you recommend we make a premium payment for a policyholder who has paid in cash?

TFPA recommends having the policyholder convert the cash into certified funds, such as a money order or cashier’s check. The certified funds can then be mailed to TFPA.

Are payments required to be hand-cancelled?

No, this only applies to TWIA policies.

Can the policyholder pay electronically themselves?

Yes the policyholder can pay electronically from their bank account through our Pay connection site. A policyholder email address must be provided during the quoting process to allow for e-Payments. They will be sent registration information for the payments system.

Can a policyholder establish electronic, automatic payments and then decide to mail in payments to TFPA?
Policyholders can establish e-Payments for all payment plans. For the 2-pay or the 4-pay options, they can choose to cancel their automatic payments and mail in payments to TFPA.

The 10 pay option must remain on automatic payment throughout the length of the installment period or until paid in full.

When the existing policy migrates to the new system at renewal will the policyholder be able to make payments at that time on the new system?    

Yes, once policies renew into Agent Gateway, the policyholder will have access to all payment options available in the system.

For the existing policies, can they make payment through the new features in Agent Gateway?

No, only policies generated in Agent Gateway will have the new payment options.

How will billing work on Agent Gateway?

In Agent Gateway, an agent selects how the premium is being paid (policyholder, mortgagee) and available installment plans.

Payments can be paid to TFPA in the following ways: Policyholders may set up e-Payments and payment plans, a mortgage company may mail a check from the escrow account, and a check can be mailed to TFPA with the payment coupon attached to the offer.

Will there be agency sweep or an agency payment option?

At this time, agency accounts cannot be billed or drafted for premium payments.

Will mailing in a check still be an option when the policyholder is the payor?

Yes, policyholder can still mail a payment to TFPA using the payment coupon on the offer letter.

Will the policyholder be allowed to choose the payment date?

No, the payment date will be generated based on the submission date.

Is the premium the same for policyholder pay or mortgage pay?

Yes, the premium is the same. However, policyholder pay installments do have fees added depending on the installment plan selected.

Can policyholders stop payment on their automatic drafts?

Yes, however, if payment is not received by the due date, the cancellation process will begin. The automatic draft cannot be stopped on a 10-pay plan unless the premium has been paid in full.

Are we able to make a payment online for the policyholder if they come into the office to pay?

No, only the policyholder will be able to make payments online.

Are the installment fees shown in the installments listed?

Yes, the fees are shown in the payment plans for the policyholder installment options.

Can the policyholder change their bank account that they established for e-Payments?

Yes, they can log in to the payment site and update bank account information.

Can we update the billing mode if the policyholder wanted to move from 2-pay to 4-pay?

Once an application has been submitted, the payment plan cannot be changed.

Will a title check be accepted for a premium payment?

Yes, those can be mailed in to TFPA for processing.

Can you cancel policies in Agent Gateway?

No, cancellation requests will need to be emailed to tfpapolicy@twia.org.

In the new system, can we view pending cancellations?

Yes, you will be able to view pending cancellations in Agent Gateway.

Will we be able to make policy changes in Agent Gateway instead of by email?

Yes. Mortgagee changes and some coverage change options to amend coverage amounts, deductibles, additional insured are examples of the type of changes available online. You can use the Change Policy button when viewing the policy summary screen in Agent Gateway. All other policy changes will be emailed to tfpapolicy@twia.org.

Does misspelling the named insured require a new application?

No, you do not have to put in a new application for a name misspelling. If a name is misspelled on an application, please email the update to tfpapolicy@twia.org.

Does a property address correction require a new application?

Yes, incorrect property addresses of the location to be insured do require a new application in Agent Gateway.

Do coverage changes have an option to upload supporting documentation with the change?

Yes, you can upload supporting documentation when making policy changes.

When you make a coverage change, are you able to quote the change before submitting?

Yes, you can quote the coverage change before submitting it.

Will the new system be paperless?

Yes, the new system will be paperless. All documents, such as the renewal notice, two year non-renewal notices, inspections, payment notices, declaration pages, and cancellations will be part of the documents tab in the policy and can be viewed or printed. These documents will no longer be mailed to agents.

What documents will be required for a new business quote?

Document requirements for Underwriting are not changing. Continue to send the same documents as you do today through the Agent Gateway documents tab.

Will we still receive documents and notifications for the old system via email or mail?

Yes, all processes for the old system will remain the same as they are today.

Is there a way to print the quote prior to binding?

No, the quote cannot be printed prior to binding.

Will we see commission statements in the new system?

If you are an administrator, or have been granted this access by your administrator, you will be able to see commission statements in Agent Gateway.

Can inspection request pictures or letters be submitted in Agent Gateway?

Yes, they can be submitted under the documents tab for the policy or uploaded on an activity if one is sent from TFPA Underwriting.

When will we get an email for items in Agent Gateway?

When documents such as a policy issuance, cancellation, or renewal are created in Agent Gateway, the system will generate an email notification. You will also receive an email notifying you of activities in Agency Gateway requiring your attention if you have not logged into the system for an extended period of time.

When submitting a quote in the new system, if there is an email address entered for the policyholder, will the system give the option of forwarding the quote to their email?

No, the system does not have the capability to send documents to the policyholder.

On the new system, does the agent still need to print out the same documents and have the policyholder sign them?

Yes, all documents that require signatures will continue to require them in Agent Gateway.

Will policyholders be able to sign documents electronically?

No, electronic signatures are not part of the Agent Gateway system.

Will renewals that are on Agent Gateway still be mailed to the agent?

No, the new system is paperless for agents. All documentation, including renewals generated by our new system, will be uploaded to the policy in Agent Gateway. Agents will be able to view these in the documents section. Policies that renew in our new system will no longer be mailed to the agent.

At renewal, will policies in the old system be migrated to the new system?

Yes, policies will migrate sometime in 2019. All policies generated in our old system will remain in the old system until they renew. You will receive additional communication on renewals migrating to the new system at that time.

When renewals migrate in 2019, will existing policies merge with accounts created in Agent Gateway?

No, for existing policies that are migrating, the new system will generate a separate account in Agent Gateway.

Will policy numbers change for existing policyholders when the policy is migrated to Agent Gateway?

At this time there are no plans to change the policy numbers when migrated. You will receive additional communication on renewals migrating to the new system at that time.

Where will declinations be submitted for renewals?

Declinations for existing policies will be submitted in our old system as you do today. As policies begin to renew in our new system, the declinations will be submitted through Agent Gateway.

Will this system integrate or download into other systems like Eagent or Ivans?

No, Agent Gateway will not integrate with outside systems.

Will our new login for TFPA be applicable to the updated TWIA system as well, or will they continue to be separate?

The Agent Gateway login will also be applicable to the TWIA Claims Center system. Your TWIA login information for policy applications will remain the same.

With what web browsers will Agent Gateway be compatible?

Chrome, Internet Explorer, and Safari (mobile only).

Will the old system be compatible with other browsers besides Interest Explorer?

Our old system will remain most compatible with Internet Explorer.

Are we going to the same initial website www.texasfairplan.org for both systems?

Yes, you will go to www.texasfairplan.org/agents to access both systems. Then you will click on the login and select the system you would like to use.