Frequently Asked Questions

2 min read

Question	Answer
What if I miss the notification email?	Log in to the Dashboard at any time and check Insurance Renewals → Renewal Listing. Renewals awaiting your instructions will be clearly marked. You can still provide instructions at any point, but the earlier the better.
Can I change the broker after I have already submitted instructions?	Once the broker has been contacted, you cannot change the broker through the Dashboard. If you need to redirect the renewal to a different broker, contact your Merlo AI support representative.
What if the broker sends multiple quotes in separate emails?	Drop each email into the Merlo AI – Insurance folder separately. Merlo will link each one to the same renewal record and factor all options into the committee email draft.
How do I know when Merlo has finished processing an email I dropped?	Check the relevant renewal record in the Dashboard after 5 minutes. The status will have updated and any new draft emails or linked documents will be visible.
What if the broker sends the final documents in two separate emails?	Drop each email into the Merlo AI – Insurance folder individually. Merlo will process each one and link the documents to the renewal record. The renewal will be marked Complete once both documents have been received and linked.
Can I edit a renewal record after it has been marked Complete?	Completed records are archived and cannot be edited through normal Dashboard navigation. If you need to make a correction to a completed record, contact your Merlo AI support representative.
What happens if I enter the wrong policy in the Preferred Insurance Policy field?	Merlo will immediately contact the broker based on what you have entered. Contact your broker directly as soon as possible to advise of the error, and contact Merlo AI support to correct the Dashboard record.
Is there a limit to how many renewals I can process at one time?	No. You can have multiple renewals in progress simultaneously across different stages of the lifecycle. The Dashboard listing will show you the status of every active renewal at a glance.