This document outlines the troubleshooting steps to take when a policy or client does not appear on the schedule, as well as how to address discrepancies in commission values. Following these guidelines will help ensure that policies are correctly reflected in the system and that commissions are accurately calculated.

If a policy or client does not appear on the schedule, consider the following steps:

1. Do you have a schedule saved that matches the policy?

2. Does the schedule(s) you have saved for the company/product in question have a policy effective date range established? If so, does the policy in question fall within that date range? Note: If no policy effective date range is saved to the schedule, then all policy effectives for that company/product will apply.

3. Does the schedule(s) you have saved for the company/product in question have an issue age range established? If so, does the client's age fall within that issue age range? Note: If no issue age range is saved to the schedule, then all client ages for the company/product will apply.

4. Does the schedule(s) you have saved for the company/product in question have states established? If so, is the client's primary address one of those states? Note: If no states are applied to the schedule, then any client state for the company/product will apply.

5. Does the policy have a valid commissionable premium established?

6. Does the policy have a status of either “Active” or “Pending”?

7. Does the policy have a manual commission entered on it? If so, this value supersedes the schedule. Try editing this value on the policy to $0.

If the commission value seems incorrect or is $0, please check the following:

1. Is the effective date on the policy correct?

2. Is the policy still in its first year and has it passed its advance phase? This will cause the policy to issue a $0 commission as there are no commissions to be paid until the second year.

3. Are there enough commission bands for the system to use for calculations? For example, if the policy is in its fourth year but you only have bands that span into the third year, the system will have no valid data to calculate a commission.

4. Is the commissionable premium on the policy entered as monthly? Premiums are calculated from a monthly modal factor.

By following these troubleshooting steps, you can effectively resolve issues related to policies and commissions within the MedicareProCRM system.