Handling rejected LOAs

When a provider rejects an LOA, it moves to the Rejected column on your board. Rejections don't all need the same response. There are three ways to deal with one, depending on what happens next:

1. Mark it as actioned: you've done what you can for now and are waiting on someone else, such as a new signature from the client.
2. Archive or delete it: the case isn't going ahead, or you're not sure it will.
3. Resubmit it: you're sending it again, with a corrected LOA or to a new contact.

The provider's reason for rejecting is shown on the record. If the rejection needs something specific from you, the card also shows a red warning triangle with a short description of what to do.

1. Mark as actioned: you're waiting on something

Sometimes you've acted on a rejection, but the LOA is still genuinely rejected. For example, you've passed it to the client-facing team, or you're waiting for the client to sign a fresh letter. Marking it as actioned records that you've dealt with it, without moving it out of the Rejected column.

1. On the board, click Mark actioned on the card. Or open the LOA and choose Actions → Mark actioned.
2. In the Mark as actioned dialog, add a note describing what you did, for example "raised to client-facing team". The note is required.
3. The LOA now shows as Actioned, and the note appears when you hover the chip.

To keep your board clear, open the Filters popover and use Show rejected:

• Needs action: only rejected LOAs you still have to deal with. This is the default.
• Actioned: only rejected LOAs you've already handled.
• All: everything.

The equivalent for the Analysed column is Show analysed (All / In progress / Finished), which works with the Mark done flag.

The Actioned flag clears itself if the LOA later leaves the Rejected column, for example after a resubmission.

2. Archive or delete: the case may not be going ahead

If the client is no longer proceeding, or you don't think this LOA will ever be resubmitted, archive or delete it so it stops cluttering the board.

1. Open the LOA and choose Actions → Archive LoA (or Delete LoA to remove it entirely).
2. Archiving asks for a reason, for example "client no longer proceeding with advice". The reason is recorded on the timeline.
3. Archived LOAs move to the Archive section at the bottom of the Submissions page and are excluded from the board. Auto-chasers stop.

If the case comes back to life, open the archived LOA and choose Actions → Unarchive LoA. No reason is needed.

3. Resubmit: you're sending it again

If a provider rejects an LOA because of an address mismatch, a wrong plan number, or because it went to the wrong inbox, you don't need to start from scratch. Resubmitting sends a fresh email from the same record and updates that record, rather than creating a duplicate.

Not just for rejections

Resubmitting is also the answer when an LOA is overdue. When a submitted LOA passes its expected reply date, or has waited 30 days with no reply, the record shows a Resubmit LoA prompt. The steps below are the same.

Steps

1. Open the LOA and choose Actions → Resubmit LoA (or click the Resubmit LoA button on the overdue prompt).
2. Choose how it's being resubmitted: By email (4admin sends a new email) or By post / portal (you send it yourself and 4admin just updates the record). For Scottish Widows the second option reads By post / portal / ULOA and includes a link to the ULOA login.
3. Set the recipient (email only). Under Send to, enter the correct provider address. You can add more than one, and add anyone who needs a copy under CC (optional). The Originally sent to addresses are shown for reference, and 4admin suggests contacts for the provider.
4. Choose the Letter of Authority. Keep the one already on file, or click Upload new LoA to replace it with a corrected version. Add DocuSign certificates or other supporting files under Attachments and certificates (optional).
5. Edit details (optional). If the provider flagged an incorrect plan number, NI number or similar, expand this section to correct the client name, provider, plan number, policy type, date of birth, NI number or adviser. A policy type must be selected before you can send, because it decides which email template is used.
6. Reason (internal note). Say why you're resubmitting, for example "provider said the address was mismatched". This is an internal note and isn't shown to the provider. It's optional for email resubmissions and required for post or portal.
7. Review and send. For email, click Review email to check the subject, recipients, attachments and body, then Send resubmission (or Back to edit to change something). For post or portal, click Mark as resubmitted.

What happens after resubmission

• The same LOA record is updated. Nothing is duplicated.
• For email resubmissions, a brand-new email is sent in a new thread to the corrected contact. The record's recipient and thread switch to the new ones, so future replies and chasers run against the corrected contact. The original submission stays visible in the Emails tab for history.
• The status moves from Rejected back to Submitted, and a Resubmitted entry is added to the timeline.
• Auto-chasers start again from zero. For post or portal resubmissions, auto-chasing is turned off because there's no email thread to follow up on.
• The Actioned flag, if it was set, is cleared.

Which option should I use?

Situation	What to do
You've acted on the rejection but are waiting on a client or another team	Mark actioned, then keep Show rejected on Needs action
The client may not be proceeding, or the LOA won't be resubmitted	Archive LoA (with a reason) or Delete LoA
You're sending it again, with a corrected document, a new contact or fixed details	Resubmit LoA from the record
A submitted LOA is overdue with no reply	Resubmit LoA from the overdue prompt

Read-only users can view rejected LOAs but can't mark, archive, delete or resubmit them.

Any questions, let us know via Email Support in the top left of this site.