Using the Legacy Agent Portal: Common Questions & Quick Support
This article is designed to help train the Agent-Side AI Assistant to respond to workflow, tool access, and system navigation questions inside the Legacy Agent Portal. The goal is to give agents quick direction while deferring deeper training or carrier-specific guidance to Joomla articles and converted PDF content.
1. Agent Portal Navigation
Q: Where do I find the Final Expense scripts?
A: Navigate to the "Final Expense Coaching" section in the Agent Portal. You’ll find scripts, audio training, PDFs, and objection handling tips. These resources are available as individual articles or downloadable guides.
Q: Where can I find product guides for each carrier?
A: Go to the "Carrier Training" or "Carrier Access" section. Each carrier has its own page with product overviews, underwriting guides, and links to eApps. This is the best place to answer any product- or condition-specific question.
Q: How do I access the quoting tool?
A: You can launch the comparative quoter from the Agent Portal dashboard. It's available as a widget on the main tools page.
Q: Where do I request additional carrier appointments?
A: Use the "Request Additional Contracts" button in the Agent Portal. It will direct you to a form or generate a pre-filled SureLC request, depending on the carrier.
2. CRM & Tools Access
Q: Is the CRM live yet?
A: The Legacy CRM is currently in final development. Once available, all agents will be notified and guided through setup. It will be free during onboarding and remain free with two paid apps per month.
Q: What does the CRM include?
A: The CRM will allow you to track leads, manage appointments, log contact attempts, and eventually integrate automation features. Full walkthroughs will be provided.
Q: What is the Automation Suite?
A: It’s an optional add-on that will be free to agents writing $5,000+/mo. It automates follow-ups, reminders, and reactivation campaigns. Until it launches, manual templates are provided.
Q: Where is my CRM login?
A: Once the CRM is live, you will receive login credentials via email. If you lose them, use the password reset link or contact support through the Portal.
3. Technical & Admin Support
Q: I didn’t receive my writing number yet. What should I do?
A: Most carriers issue writing numbers within 7–10 business days. Check your email (including spam). If it's been longer, use the "Contracting Status Check" form in the Portal.
Q: How do I log into SureLC?
A: Visit surelc.surancebay.com and search for "Legacy Agent". Log in with your registered email. If you can't access it, contact support through the Portal.
Q: What if I forget where a tool or training is?
A: Use the search bar in the Agent Portal or ask the Assistant directly. Most sections are organized under "Training", "Carrier Info", and "Marketing Help".
4. Overrides & Team Building
Q: When do I start earning overrides on my downline?
A: Once your downline agent is contracted through Legacy and writing business, you’ll receive overrides automatically based on your comp differential.
Q: Where do I track my team’s production?
A: This feature will be included in the CRM once it goes live. You’ll see app submissions, contact attempts, and production summaries.
Q: Is there a manager title or rank I need to hit?
A: No. Legacy doesn’t use rigid title structures. Your override is based strictly on contract spread and active production.
5. Best Practices & Troubleshooting
Q: I’m not sure what to do next. Where should I start?
A: Begin with the "New Agent Orientation" page in the Portal. It outlines your next steps, including training, contracting, and lead setup.
Q: How do I report a technical issue or broken link?
A: Use the feedback form in the Portal under "Support" or notify your mentor/upline. The team checks these reports daily.
Q: Can I ask the Assistant anything?
A: Yes! The Assistant is trained to handle questions about tools, navigation, contracting, marketing, onboarding, and where to find more advanced content. For underwriting or product-specific questions, it will refer you to the appropriate article.
