Delete a Policy or Customer - Common Errors and the Steps to Correct Them

Product: The Agency Manager, Series 7 and above

This document discusses common errors that occur when trying to delete policies or customers and the steps to correct those errors.

Cannot Delete Policy Because Applications Exist

If you receive the error message, "All applications must be deleted prior to deleting this policy," follow the steps below to correct the problem.

This error message indicates that there are hidden applications on the policy that must be deleted before deleting the policy. Hidden applications can be current applications, future applications, notepads, or applications on the opposite line of business. For example, there may be a commercial lines application behind a personal lines policy, or vice versa. There may be a custom dec page behind a standard personal or commercial application. 

You can check for hidden applications several ways. Two common ways are running a Summary of Insurance report and adding current and future applications back on the policy.

Run a Summary of Insurance on the Policy

  1. Select the policy in the Policy list and click Options, Summary of Insurance.
  2. Select the Current radio button.
  3. Select the Console radio button.
  4. Select the policy that you want to delete and move it to the selected policies screen.
  5. Click OK. The Summary of Insurance displays a print preview. Note which section displays on your console.
  6. Write down the policy that displays in the Summary of Insurance.
  7. Exit the Summary of Insurance.

Note: If an application section displays that does not match the policy type on your billing screen, that indicates a hidden application. It also tells you which hidden application(s) you have. See the steps below to delete the hidden application.

Delete a Hidden Application

  1. Select the policy in the Policy list.
  2. Click the Detail button and click the Type field.
  3. Enter the Policy Type Code that matches the application displayed in the Summary of Insurance.
  4. Click OK.
  5. Click Options, Current App.
  6. Click File, Open. If any other applications exist, their names display in bold.
  7. Select one bold application and click Jump to App.
  8. Click File, Delete to delete the application. If there is more than one application, a dialog box displays and asks if you want to delete all applications listed. Click OK to delete all applications.
  9. Follow the steps above until you have deleted all existing hidden applications.
  10. Run the Summary of Insurance report for future applications and follow the directions above.
  11. Delete the policy.

Note: If you still receive the error after following the steps above, run Rebuild Sections for that individual customer. Access this utility via Utility Manager in the Forms folder.

Note: The Summary of Insurance displays all sections that exist on the customer for the selected policy. This reveals any hidden applications that may exist for the policy. You can run the Summary of Insurance report for Current and/or Future applications. The Summary of Insurance does not display Notepads for Personal or Commercial policies. Make sure that the Setup options for Commercial and Personal for the Summary of Insurance is set to include all applications.

Follow the next five steps to find hidden applications without running the Summary of Insurance report.
  1. Verify that no current applications exist for the policy. Add the current application back onto the policy to look for hidden sections.

    In TAM, follow the steps below:

    1. Highlight the policy in the Policy list.
    2. Click Options, Current App
    3. The question, "Is this a new application?" displays. Click Yes
    4. Click File, Open. All current applications that are added to this policy for this line of business will have their names bolded.
    5. Select one of the bolded applications and click the Jump to App button.
    6. Click File, Delete to delete the hidden application. If there is more than one application, you will get a dialog box to delete all applications listed. Select OK to delete all.
    7. Delete the policy. 

    If you still cannot delete this policy, see steps for the future app below.

  2. Verify that no future applications exist for that policy.

    In TAM, follow the steps below:

    1. Highlight the policy in the Policy list.
    2. Click Options, Future App.
    3. A dialog box prompts, "Is this a new application?" Click Yes.
    4. Click File, Open.
    5. Select one bolded application and click the Jump to App button.
    6. Click File, Delete to delete the hidden application. If there more than one application exists, a dialog box displays and prompts you to delete all applications listed. Select OK to delete all the applications.
    7. Delete the policy.

    Try to delete the policy again. If you still cannot delete this policy, continue on to the next step.

  3. Verify that no current or future applications for another line of business exist on this policy.

    Note: This means the opposite line of business. Revise the policy and change the policy type to the opposite line of business. If this is a commercial policy, change it to any personal policy type. If this is a personal policy, change it to any commercial policy type. Follow steps 1 and 2 to delete any current or future applications for the other line of business. If you still cannot delete the policy, continue with step 4.

  4. If you still receive the error message after following the steps above, run Rebuild Sections for the individual customer. Access this utility from Utility Manager in the Forms folder. If you still cannot delete this policy, contact the Policy Support team. Send a fax or email to the Support department, including the customer code and policy number that you cannot delete, and indicate that you deleted current and future applications on both lines of business as instructed above.
  5. If the message, "All custom decs must be deleted prior to deleting this policy" displays when trying to delete a policy, follow the steps below to correct the problem. 
    1. Verify that no hidden custom decs exist on the policy.
    2. Check history to determine if there was ever a custom dec on the policy.
    3. If any custom decs exist in history, revise the current policy type in the billing screen to match the policy type in history. Go to the current application and click File, Delete.
    4. If nothing in history exists for a custom dec, run Rebuild Sections for the individual customer.
    5. Try to delete the policy again.
    6. Log a call to Policy Support for further assistance if the error still occurs.

Go to Top

Cannot Delete Policy Because of Open Items

This problem usually indicates that two or more transactions on the customer must be applied to each other. The balance on each individual item must be zero before you can delete the policy to which these items are attached.

  1. From TAM, go into the customer and click the Invoices button.
  2. Double click the Filter tab.
  3. Click the Open Items radio button in the Open Items section.

This displays the problem items. Create a journal entry between items to apply these balances to each other. This takes care of any accounts receivable items.

For Direct Bill production items, either reconcile the items in Reconcile a Company Statement or Remove Direct Bill Balances. You can find both options under Accounting, Reconciliations, Direct Bill. Reconcile a Company Statement is available only if the agency is set up to Transact and Reconcile Direct Bill business. Once all balances are removed, you can delete the policy.

Go to Top

Cannot Delete Policy Because of Open Activities, Information Screens, Notes, or Open Claims

  1. With everyone out of TAM, access Utility Manager, expand the General folder, and expand the Compute Activity Numbers folder.
  2. Choose the appropriate utility. For example, if you are working with a customer, choose Compute Customer Numbers.
  3. Click the arrow. Select the item causing the problem, such as Open Activity, Notes, Info Screens, or All Claim Counters.

Note: Run this utility when users will not need to access the system, as it goes through each customer to recompute this field, which can take quite some time, depending on the size of your client file.

Go to Top

Cannot Delete Policy Because of Outstanding Balances

This problem indicates a balance on the policy that you are trying to delete. A policy must have a zero balance before you can delete it, so zero the balance as in the prior section Cannot Delete Policy Because of Open Items.

Go to Top

Cannot Delete Policy Because of Pending Installments

This problem indicates that there are future transactions on this customer that are not affecting the policy balance but must be deleted before deleting the policy. Follow these steps to find the problem transactions:

  1. From TAM, go into the customer and click the Invoices button.
  2. Click the Pending tab to display the future items.
  3. Delete pending transactions via Options, Update Transaction.

Go to Top

Cannot Delete Policy Because an Open Binder Exists

This problem deals with open accounting binders, not an ACORD application binder. 

  1. From TAM, go into the customer and click the Invoices button.
  2. Click Options, Update Transaction.
  3. Click OK on the Update General Transactions screen. Select the Open Binders radio button.
  4. Select the open binder, click Options, and select Close Binder.

Go to Top

Last Revised: February 04, 2010 02:39 PM

  SWE3530