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What email address is the e-signature link sent from?

Email that insured/agent will receive for e-signatures:

[email protected] on behalf of Carrier Name

What is my PIN, SSN, TIN?

The 4 digit e-Signature authentication number is pulled directly from information entered within the iGO e-App electronic screens. For example, the insured e-Signature credentials will typically be pulled from the social security field located on the Proposed Insured screen. For this reason, you may want to go back to that screen, and verify that the Insured’s SSN was entered accurately.

  1. The client’s authentication number may vary depending on their e-Signing role. For instance, an individual e-Signing on behalf of a corporation may be required to authenticate using the last digits of the Tax Identification Number. Typically, the consumer will use an SSN or TIN to access the e-Signature process.
  2. The agent will typically use the last four of their SSN to authenticate into the e-Signature process. It is possible that the agent was provided the opportunity to make up their own unique 4 digit PIN, in which case the PIN would be what was entered on the electronic e-Signature screens within iGO.

Where do I find the PIN for all parties that need to e-sign the application?

1. Log into your iGO e-App account.

2. Click the View My Cases button.

3. Locate the desired case and click the Case Details… button

4. In the e-Signature Status section, the PIN/TIN/SSN should display next to each signers name. Verify that the information is correct.

5. If the information is correct, click the Resend button next to the signer’s name. This will send a new active email to your client, and the client may attempt to authenticate into the e-Signature process once more.

How can I check who has been sent an e-signature email on my case?

Log into iGO e-App and navigate to Case Details and e-Signer Status located on the right side of the page. This displays a chart of all the signers that have been sent emails, and the e-Signature status.

What should I do if I am locked out due to entering the wrong PIN?

Each e-Signer is allotted 3 attempts to accurately enter the information. After 3 unsuccessful attempts,

access to the e-Signature process is temporarily disabled. Please check to make sure you are using the

correct PIN, then resend the email link.

What if the signing party declines to e-sign?

Each e-Signing party is offered the opportunity to decline to e-Sign, therefore opting out of the e-Signature process. If a signing party declines, the current e-Signature process will be cancelled. Pending the reasons for why the e-Signer chose to decline, you may choose to re-initiate the e-Signature process by following the steps below:

  1. Log into your iGO e-App account and navigate to the My Cases screen.
  2. Click the name of the client you wish to re-initiate the e-Signature process for.
  3. Navigate to the Application tab located near the top of your page.
  4. Locate the lock boxes down the left side of the page, and scroll down to locate the validate and lock data screen or lock unlock data screen (this screen will have a green check mark next to it.)
  5. On that screen, click the Unlock button.
  6. Once the application has been unlocked, you may navigate through the electronic screens and make changes to the application, if needed. Note: You may have to click through each of the electronic screens to re-validate and regain your green check marks.
  7. Once you have completed making any changes and have re-validated all application and forms screens, you may lock the application and proceed through the remaining screens to resend all consumer emails.

What can I do if my client has signed, but I have not received the email for e-signature?

In cases such as these, it is important to note that there are many roles involved in the e-Signature process. All roles (such as proposed insured, payor, owner…etc.) must complete the e-Signature process before the agent can sign.

Therefore, it is possible that the client has signed, but the agent is not yet able to because one of the other roles has not yet completed the e-Signature process.

Can different roles use the same email address when signing an electronic application?

No. When using clickwrap, or electronically signing an application via e-mail, each person or party signing

must have separate and unique e-mail addresses. Therefore, two different people in two different roles

(e.g. the primary insured and the owner), cannot use the exact same email address.


This will not work

Primary Insured: Mary Smith

Email: [email protected]

Owner: John Smith

Email: [email protected]

Will work

Primary Insured: Mary Smith

Email: [email protected]

Owner: John Smith

Email: [email protected]

How do I check case status?

1. You will first need to return to the iGO e-application software. This is where you initially filled out the application and sent it to the client for signature. You will know you are in iGO when you see the screen below. Click View My Cases.


2. This will bring you to the My Cases Dashboard. (shown below). You will see, to the right of the client name, the status of the application.


3. This application shows that it is Awaiting Consumer e-Signature. If you see a status that is unclear, like Pending, you can click on the status for more details.


4. For more information regarding the statuses within iGO, click on the “!” icon next to the word Status. This will provide a list of all statuses and their meanings.