| Exception Buckets |
What does this mean? |
Common reasons why this happened (examples) |
What can you do to troubleshoot? |
Send back to Quandri for processing |
| Unable to find documents |
The review was unable to find the required policy documents.
Quandri will select the renewal documents through first filtering the attachments to PDF documents, attached by download in the last 18 months.
Once it has this list, it will match the policy numbers and effective dates to lines in the policies table to ensure we have the correct renewal documents for comparison.
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The document might not have been attached at the time of the bot running or if it was attached after the bot ran, it can be re-sent to the bot to be processed. |
Check Epic to see if the renewal documents are available in the Policies table in Epic.
Are they a PDF? Are they attached by download or by an individual? When were they attached - was it before or after the time that the bot attempted to process the activity?
If the documents are there and were attached prior to the bot running, please notify the Quandri team and we will investigate further. |
Yes, if the document is present and was attached after the bot ran. |
| Unable to find this year's policy document |
This year's renewal document was unable to be found |
The document might not have been attached at the time of the bot attempting to process the activity. It could also be that the bot also checks for a perfect match between effective date on current term policy and policy dec page - some carriers we have rules for since it doesn't always match. It's possible this year's document was not attached by DOWNLOAD. |
Check Epic to see if the current term dec page PDF is in the Attachments table. If so, check if it was attached at the time of the bot's review (compare time of bot run with when the document was attached in Epic). If the documents were attached prior to the bot run time, please notify the Quandri team and we will investigate further. |
Yes, if the document is present and was attached after the bot ran. |
| Unable to find last year's policy document |
Last year's renewal document was unable to be found. |
SGI or other carriers changing policy number format year-over-year causing the bot to have this exception. It may occur if there was a reissue, the bot could get confused between the renewal and the reissue documents. Or that last year's document was not attached by DOWNLOAD. |
Check Epic to see if the past term dec page PDF is in the Attachments table. If so, check if it was attached at the time of the bot's review (compare time of bot run with when the document was attached in Epic) as well as whether it was attached by DOWNLOAD or by a human user. If the document was attached prior to the bot processing it, and it was attached by DOWNLOAD, please notify the Quandri team and we will investigate further. |
No |
| Failed to extract renewal data from PDF |
Quandri was unable to extract the required data from the policy document, and the document format is likely not supported.
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The most common occurrence of this exception is when this document format is not supported. |
This will require further investigation from the Quandri team to retrain the bot on how to read these policy documents. No action needed as the Quandri team is notified automatically. |
No |
| Failed to extract endorsement data from PDF |
Renewal Reviews was unable to extract data from the policy document
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This is a normal exception that you can expect to see on an occasional basis. This can occur when the bot found the documents, but could not extract the complete dataset it needed from the docs. |
This will require further investigation from the Quandri team to retrain the bot on how to read these policy documents. No action needed as the Quandri team is notified automatically. |
No |
| Carrier XX not implemented |
Quandri has not yet been trained to process policy documents for this carrier.
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This usually occurs when a policy from a carrier we don't currently support is assigned to the bot. In rare cases, this can occur even when a carrier is supported. In this case it usually happens when there is a format for a new carrier that we haven't considered yet (for example if we're used to seeing the Broker Copy and Insured Copy, but we come across a Lienholder Copy for the first time). |
Review the document to see if the format is unusual or different than normal. It is possible that the bot hasn't been trained on an uncommon policy document format. If this is the case, please notify your Quandri representative and we can expedite the bot training on the new format. |
No |
| Unable to find current/renewed policy line |
Quandri was unable to find an active policy line in the Policies table for the policy being reviewed. |
This can happen when ICO code changes year-over-year or that this year's policy line has not downloaded into Epic yet. |
Review the Policies table under the relevant client or policy number to see whether or not both policy lines are downloaded into Epic (current and past term). Check to see if the ICO code has changed year over year. It's possible that the policy downloaded after the bot ran, in which case you can re-assign this policy to the bot and run it again. |
If the policy line has downloaded, yes. |
| Unable to map XX policy type to HAB or AUTO |
Renewal Reviews was not configured to process the specified policy type code. |
Your bot may not be configured to process certain policy types. This can be resolved by updating the Policy Type Codes in your Quandri dashboard. Sometimes, you might see Commercial or Farm policy types receive this exception message. Since Quandri currently only supports Personal Lines Hab or Auto policies, you can mitigate this by changing your Epic interface settings to not send the bot commercial/farm activities to Quandri. If you need assistance with this, please notify your Quandri contact. |
Quandri can only process Personal Lines Habitational and Auto policy types, and the policy type codes must all be listed in your Quandri dashboard in order for the bot to recognize and process them. Check in your Quandri dashboard if your bot is configured to process this policy type. |
Once your configuration has been updated to process this code, yes. |
| XX policy type not supported |
The policy document was found to be non-personal lines, which the bot cannot process. |
Most occurrences of this exception message should be accurately identifying a non-supported policy type, eg. a commercial policy. In rare cases, we may have classified a habitational document as commercial. |
Confirm whether the policy is a Personal Lines Habitational/Auto, or something else such as Commercial or Farm. This error means that we have determined the policy to be outside of our supported policy types. If you think this happened in error, please notify your Quandri representative. |
No |
| An error has occurred for these |
An unspecified or uncommon error has occurred, which is technical in nature. |
These can occur due to a range of technical issues |
This will require further investigation from the Quandri team to retrain the bot on how to read these policy documents. No action needed as the Quandri team is notified automatically. |
No |
| Carrier XX Not Supported |
The carrier of the attempted policy is not currently supported. |
This typically occurs when a policy from an unsupported carrier is attempted to be processed. |
Please notify Quandri of any carriers that are not currently available that you would like to have added. |
No |
| Endorsement Effective Date not Found |
The effective date of the endorsement was not found on the document. |
Bot has not been fully trained on this document type yet. |
Please notify Quandri if this exception is occurring regularly, especially for a specific carrier. |
No |
| Failed to generate renewal summary |
The review ran into an issue with compiling the renewal report. This can occur if a required data point is not available. |
These can occur due to a range of technical issues |
Please notify Quandri if this exception is occurring regularly, especially for a specific carrier. |
No |
| Unable to review mismatched documents |
There was a mismatch in the policy information and Quandri cannot accurately process a comparison between two mismatched policies. |
Typically affects intact hab/auto policies where last year was just hab or just auto and this year is a combined policy. For example: if last year’s policy was habitational and this year’s is both habitational and automobile, the bot can only do the habitational review. The automobile review cannot be completed because there was no automobile policy last year. |
Quandri cannot currently process policies which went from monoline to combined. These will need to be reviewed manually. |
No |
| Unable to load contacts screen |
The contacts screen within Epic took too long to load/did not load so the bot was unable to extract information from it. This screen is not required for the bot to complete it's renewal review, however we will skip confirm if there was any contact information if this screen does not load properly. |
This can be a result of Epic timeouts or slowness. |
Please notify Quandri if this exception is occurring regularly. |
No |
| Unable to create additional activity |
Renewal Reviewer was unable to complete creating the additional activity. |
This error can occur if Epic is slow to load the additional activity window. It can happen when quandri creates the additional activity but cannot validate that it did. If the additional activity screen is unresponsive, it may be unable to create it. This can happen if the additional activity code or the additional activity assignee does not exist. |
Please notify Quandri if this exception is occurring regularly. |
No |