Contact Support

Frequently Asked Questions

Phone Support

US / Worldwide

1-866-Goto-eRe
(1-866-468-6373)

Personal customer support is available, toll-free, 12 hours-a-day, Monday through Friday from 8 A.M. to 8 P.M. U.S. Eastern time.

Excludes holidays of New Years Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the Friday following Thanksgiving Day, Christmas Eve, and Christmas Day.

Europe / Worldwide

+44(0)20.7327.4555

European customer support is available 8 hours-a-day, Monday through Friday from 9 A.M. to 5 P.M. UK Local time.

Excludes holidays of New Years Day, Christmas Eve, Christmas Day and national holidays.

Send a Support Request

Complete the following form to request help with the eReinsure platform. We will contact you within two business days. We look forward to helping you.

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Email Support

Support can be requested by email 24 hours-a-day, 7 days-a-week. Email your support question in plain-text format along with your name and contact information and we will work to resolve your issue.

support at ereinsure dot com

Be sure to describe the problem thoroughly in order to expedite resolution. Summarize the problem in the subject line of the email.

Frequently Asked Questions

Show All Answers Common questions that arise regarding the use of the eReinsure platform.

  • How do I access the eReinsure Platform?

    How to access eReinsure

    The eReinsure Negotiation Platform is accessed on the Internet at https://negotiationplatform.ereinsure.com. Don't miss the "s" in "https" - it is required to access the login page. Please bookmark this address for quicker access in the future.

    You can also access the platform from the top banner on eReinsure.com, by clicking the Login button in the upper right corner or click the Login button below.

    eReinsure users click here to login. In order to use the Platform, your computer must meet the software and hardware requirements for the Platform as shown on the login page. If you are not sure that your computer meets these requirements, contact your Help Desk. Platform Requirements:

    • Windows XP, Vista, or Windows 7
    • Internet Explorer 7x - 8x
    • Browser is JavaScript and active scripting enabled
    • 1024x768 pixel screen resolution minimum
    • Thousands of screen colors minimum

    Note: For security reasons, the system will automatically log you out after 120 minutes of inactivity. It is recommended that you periodically save your work when creating/editing a submission, as any unsaved changes may be lost upon log-out.

    How to login to eReinsure

    1. Open Internet Explorer and access the Internet. Login Screen
    2. In the Address bar, enter https://negotiationplatform.ereinsure.com and click Go.
    3. Enter your User Name.
    4. Enter your Password.
    5. Press the Enter key or click the Login button.
      RESULT: Upon successful login, you will be presented with the My Desk screen.
  • How do I change my Personal Distribution List?

    Your personal distribution list specifies which reinsurer underwriters or brokers you may choose when sending a submission over the Platform. Your options are limited to the reinsurers and brokers from your company's reinsurance security list.

    You can go to the Personal Distribution List screen from the Settings screen at any time to update your list of default underwriters and brokers.

    How to select underwriters and brokers

    1. Click the Settings icon at the top right of the screen.
      RESULT: This will display the Settings screen.
    2. To modify your personal distribution list, click the Edit button in the Personal Distribution List section. Distribution list
      RESULT: This will display the Personal Distribution List screen.
    3. Check the boxes next to the underwriters on the security list to which you would like to send submissions.

    Why can't I find a particular underwriter or broker on my personal distribution list?

    There are two possible reasons:

    1. The company to which the underwriter or broker belongs is not on your company's security list.
    2. The underwriter or broker does not have an account on the eReinsure platform. Contact the person you wish to have added, and confirm that they are a registered eReinsure user. If they have an eReinsure account, your company administrator may add their company to the security list. If they don't have an eReinsure account, direct them to contact eReinsure. Once they have established an account and if their company is on the security list, you can add them to your Personal Distribution List.
  • How do I attach a file to a submission?

    Files of any type and size can be uploaded to the Platform. Uploading files may be especially useful for sharing information (e.g. loss history, exclusions) with markets about large or complex risks.

    How to attach a file

    1. Click the Attach File button.
      Attach file button
      RESULT: This presents the Attach File dialog box
    2. Click the Add File button in the grey bar on the left hand side of the dialog box.
    3. Use the file browser to find the file or files you would like to attach to your submission. Once your files have been selected click on the Open button. Browse dialog box
      Note: You can attach multiple files by holding done the Ctrl button on your keyboard and clicking multiple files with your mouse.
      RESULT: You are returned to the attach file dialog box with the files you selected.
    4. Review your files and enter a description of the files in the respective input field.
      Note: If you need to attach additional files you can click the Add File button in the grey bar on the left hand side of the dialog box to repeat the process.
      Note: You can delete any of the files by clicking the delete icon next to the description.
    5. Click the Upload Files button to attach the files to your submission.
      RESULT: You are returned to the previous page where the attached files are shown.
      Note: On some modern browsers you can now drag files directly from your desktop onto the attach file dialog box. Please note this function is not compatible with Internet Explorer. You can do this by clicking and dragging the files to be uploaded into the area with the dotted line.
  • How do I create an endorsement?

    Various situations may cause a reinsurance agreement to be endorsed or cancelled. These situations may mean that an additional premium is required of the insurer, a credit or return premium is due to the insurer, or on occasions, no premium adjustment is required.

    How to endorse a bound submission

    1. From My Desk, click the My Views link in the main menu bar.
      RESULT: This will display the My Views screen
    2. Find the submission by using the search and filter features.
    3. Select the submission by clicking on the Named Insured link.
      RESULT: This will display the Submission Summary (insurer) or Summary of Agreement (reinsurer or broker).
    4. Click the Endorse link in the left Tasks box.
  • How do I find others' submissions using My Views?

    My Views allows you to find submissions belonging to other underwriters within your organization. Once you have found the submission you are looking for, you may view, edit, negotiate and track just as you would your own submission.

    My Views is based on permissions and depending on the permission you have been granted you might not be able to view others' submissions. You will always be able to see your own submissions.

    The My Views permission is of two types: View/Modify Branch Records (access to submissions in your branch and branches below); and View/Modify Company Records (access to submissions for all branches in the company).

    How to find a submission using My Views

    1. From the My Desk screen, click on the My Views tab.
      My Views navigation
      RESULT: This displays the My Views screen entitled Submissions.
    2. You may search for records using the Search box or you may filter records using the various Filter selections:
      • To search, enter a search term in the Search box and click the Search button.
        My Views search box
      • To filter the records, select one or more filter criteria from the drop down lists and/or enter a Reinsurance Effective Date or range of dates in the Filter box and click the Filter button. My Views filter box
        RESULT: If results meeting your criteria are found, they are displayed in a table to the right of the Search and Filter boxes. Otherwise, a message stating there were no submissions meeting your search or filter criteria is displayed.
        My Views search results table
    3. You may select the number of results to be displayed from a drop down box at the top center of the search results table.
      My Views select number of results in table dropdown
    4. To view the next set of results, click the Next » link at the top and right of the search results table. Conversely, to go back a page, click the « Prev link in the same corner.
      My Views previous and next search results links
    5. To sort the results alphanumerically by column, click on the title of the column. Click the title of the column again to sort the results in reverse order.
    6. Click on the Named Insured link of the submission you wish to view.
      RESULT: This displays the Submission Summary for the submission where you may view, edit, negotiate and track the submission.
      Note: Clicking the My Views tab again will display the results from the previous search for this web session only.
  • How do I make a copy of a submission (e.g. for a renewal)

    The eReinsure platform allows you to copy any submission. By copying a submission, a new submission will be created containing the primary insurance and reinsurance information of the original, along with any attachments.

    The submission retains its original name by default, but the name and all information relating to the submission can be modified by clicking on the Edit link in the left Task Bar. You will then work through the same steps as Creating a Submission, editing and adding information as necessary (this includes the ability to add or delete files).

    Tip: This feature is very useful for renewals. Simply create a copy of the submission to be renewed then change the dates and update other information and attachments as needed.

    Tip: This feature can save you time entering information. If you find that the submissions you create often include the same information (e.g. your submissions use the same terms and conditions), copy a submission which contains the common information and use the copy in lieu of a blank template.

    1. Create a submission filling in the fields with the most common entries and selections. Use a generic name for the named insured (eg. "GL Submission").
    2. On Step 3 click Save as Draft. The reusable submission you've created can be found on the homepage in the My Submissions section with a Draft status.
    3. To create a submission using this template, create a copy of it (following the instructions below) and Edit the submission, modifying the fields that are specific to the account for which you are placing reinsurance.

    How to copy a submission

    1. There are two places the submission you wish to copy may be located. Follow one of the two steps below:
      1. If the submission has not been moved to My Filing Cabinet:
        • On My Desk under My Submissions, click the Named Insured link for the submission.
          RESULT: This will display the Submission Summary screen.
      2. If the submission has been moved to the Filing Cabinet:
        • From My Desk, click the My Filing Cabinet link in the main menu bar.
          RESULT: This will display the My Views screen
        • Find the submission by using the search and filter features.
        • Select the submission by clicking on the Named Insured link.
          RESULT: This will display the Submission Summary.
    2. Click the Copy link in the left Tasks box.
      Copy submission link in Tasks box.
      RESULT: This displays the Submission Summary for the copy.
      Copy message: Your submission has been copied. To begin work on the new submission click the 'Edit' link.
    3. Click the Edit link in left Tasks box to modify the copied submission using the create submission process and to submit it to markets for quoting.
      Edit submission link in the Tasks box.
  • How do I move a submission to My Filing Cabinet?

    You can move submissions from My Desk and into My Filing Cabinet when all negotiation is completed, thus archiving the submission for later use.

    eReinsure checks to see that all negotiations have been finalized before moving a submission into the filing cabinet. If there are submissions that were never quoted, or quotes that were not bound or declined, the system will present a list of "Outstanding Negotiations" which need resolution before the submission can be moved to the filing cabinet.

    Note: Moving a submission that is in a bind requested state to the filing cabinet will require you to retract or not accept the submission, thereby canceling the request to bind.

    If you wish to notify all markets that the submission is complete and no more action is required on their part, check the Send Email Notification Box. This feature is useful when removing old items from My Submissions.

    Send email notification to these markets checkbox.

    How to complete a submission

    1. Under the My Submissions section of My Desk, click the Named Insured link of the submission you want to mark as complete.
      RESULT: This displays the Submission Summary for that submission.
    2. Click the Move to Filing Cabinet link in the left Tasks box.
      Move to filing cabinet link in the Tasks box.
      RESULT: This moves the submission to the filing cabinet. If there are outstanding negotiations, the system displays the Outstanding Negotiations screen. From this screen the user can clean up any outstanding lines.
      Outstanding negotiations page.
    3. Select the appropriate radio buttons for Quotes Received and checkboxes for Lines Outstanding.
    4. Click Submit.
      RESULT: The submission is moved to My Filing Cabinet and any markets with outstanding lines are notified by email, unless the Send Email Notification box is unchecked.
    5. Submissions moved to the filing cabinet can be found by clicking "My Filing Cabinet" on the menu.
  • How do I change my password and personal information?

    You can change your user information and your password from the Settings screen. Your user information consists of mailing, phone and email information. All of your Platform email notifications are sent to the email address you specify here.

    How to change your password

    1. Click the Settings icon at the top right of the screen.
      Settings button.
      RESULT: This will display the Settings screen.
    2. Click on the Edit button in the Personal Information section.
      RESULT: This will display the User Information screen.
    3. Click the Change Password button.
      RESULT: This shows the Change Password screen.
      Change password screen.
    4. Enter your new password.
    5. Re-enter your new password.
    6. Click the Change Password button to save your new password and return to the User Information screen.
    7. Make changes to your personal information if desired.
    8. Click the Save Changes button to save your information.

    How to change your personal information

    1. Click the Settings icon at the top right of the screen.
      RESULT: This will display the Settings screen.
    2. Click the Edit button in the Personal Information section.
      RESULT: This will display the User Information screen.
      User Information screen.
    3. Modify your personal information.
      Note: The e-mail address entered on the User Information screen is the address to which all of your notifications will be sent. You may add additional email addresses in the "Other E-mail Addresses" field to inform others with the same notification. Simply place a semi-colon (;) between email addresses.
    4. Click the Save Changes button to save your information.

    If you do not have a Username and Password or have forgotten it, please contact your site administrator or your Help Desk. If you are unsure of whom to call, contact the eReinsure Help Desk at (866) 468-6373 or +44(0)20.7327.4555 in the UK.

Contacts

North America
Mike Oates

1-908-419-7228

moates at ereinsure dot com

Latin America
Les Blake

1-801-755-8907

lblake at ereinsure dot com

UK / Europe
Anthony Waite

+44(0)20.7327.4555

awaite at ereinsure dot com

Worldwide
Igor Best-Devereux

1-801-521-1721

igor at ereinsure dot com