Tracking LOAs: statuses, board and record
Every LOA you submit becomes a record on the Submissions page. This page explains how the board works, what each status means, and what you'll find on an individual LOA record.
The Submissions page
Open LoAs → Submissions in the sidebar. You'll see:
- Kanban / List toggle: switch between a board with one column per status and a flat list. Your choice is remembered.
- Search by client, provider or plan number.
- Filters popover: filter by user or adviser, tick Needs action only to show just the LOAs flagged with a red warning triangle, choose which analysed LOAs to show (All / In progress / Finished), which rejected LOAs to show (All / Needs action / Actioned), and the sort order (by update date or submission date, newest or oldest first). Filters are remembered per user.
- Submit new LoA and Batch Submit buttons. See Submitting an LOA and Multi-policy LOAs and Batch Submit.
- An Archive section below the board, listing archived LOAs so they stay out of the way.
- A What's new? chip that lists recent changes to the LOA features.
By default the board hides analysed LOAs marked Done and rejected LOAs marked Actioned, so it shows only what still needs attention.
Statuses
| Status | Meaning | How it's set |
|---|---|---|
| Submitted | The LOA has been sent to the provider (or recorded as sent by post or portal). | Automatically on submission and resubmission. |
| Provider Replied | The provider has responded, but the requested information hasn't arrived yet. For example, they've asked for more details. | Automatically when a reply is matched, or manually. |
| Info Received | The requested information has arrived. | Automatically when a reply with the information is matched, when you link an email from the Smart Inbox, or manually. |
| Analysed | A policy analysis has been created from the received documents. | Automatically when you create an analysis from the LOA. It can't be set by hand. |
| Rejected | The provider declined the request. | Automatically when a rejection is matched, or manually. |
Changing a status yourself
Drag a card between columns on the board, or open the record and click the status chip in the Status card to pick a new one. Either way, 4admin asks you to Record this status change with a Reason for this change. The reason is saved on the record's timeline so colleagues can see why it moved.
When a provider replies by email, 4admin reads the reply and moves the LOA to Provider Replied, Info Received or Rejected for you. See Smart Inbox for how replies are matched. If you reply to the provider from your LOA mailbox, a rejected LOA moves back to Submitted and a Provider Replied LOA moves back to Submitted as a follow-up.
Flags on top of statuses
Two flags let you clear a column without changing the status:
- Done on analysed LOAs. Once the analysis is finished and nothing else is needed, use Mark done (on the card or in the record's Actions menu). The LOA drops out of the default board view. Use Clear done to bring it back.
- Actioned on rejected LOAs. When you've dealt with a rejection but the LOA is still rejected (for example, you're waiting on a new signature from the client), use Mark actioned and add a note describing what you did. The note is required. The flag clears automatically if the LOA later leaves the Rejected column. See Handling rejected LOAs.
The red warning triangle
A red warning triangle on a card means a provider reply needs something from you. Common reasons include the provider asking for client verification, an email that bounced, a secure email you need to open in your mailbox, or a rejection you need to correct and resubmit. Open the LOA to read what's needed, deal with it, then click Mark as resolved. Use Needs action only in the Filters popover to work through flagged LOAs.
Flags started on 11 August 2026. Replies received before then aren't flagged, so still check older LOAs for anything outstanding.
Expected reply dates and overdue LOAs
Where 4admin has enough history for a provider, a submitted LOA shows an ETA chip on its card (for example, "ETA: 4 days") and an ETA row in the record's details. Once the date passes, the chip reads Overdue.
A couple of days after the ETA passes, or once any LOA has been waiting 30 days with no reply, the record shows a prompt ("This LoA is still waiting… Want to resubmit?") with a Resubmit LoA button. Resubmitting sends a fresh email to the provider from the same record. See Handling rejected LOAs for the resubmission steps.
The LOA record
Click any card or row to open the record.
Header and plan number
The breadcrumb shows the provider and plan number. Hover it and click the pencil to correct the plan number, then press Enter to save or Escape to cancel. The change is recorded on the timeline as Plan Number Updated. Only the LOA's owner or an admin can edit it.
Details
The Details table shows the client, provider, plan number, policy type, adviser, who the LOA was sent to, the submission date, the ETA (or Overdue), the number of Chasers sent, and any Joint holders.
Status and timeline
The Status card shows the current status and the status history. Each entry is dated and, for manual changes, includes the reason given. Entries you'll see include Submitted, Provider Replied, Info Received, Rejected, Analysed, Chaser Sent, Resubmitted, Info Requested, Reply to Info Request, Email Assigned, Email Bounced, Plan Number Updated, File Uploaded, File Removed, Pushed to CRM, Marked Done, Reopened, Actioned, Archived and Unarchived.
Files
The Files card lists every document on the record: the signed LOA, attachments from provider replies, and anything you upload yourself. Click Upload to add documents that arrived outside email, for example from a provider portal or by post. Supported formats: PDF, DOC, DOCX, XLS, XLSX, CSV, TXT, JPG, JPEG, PNG and GIF.
Emails and Calls
Two tabs hold the correspondence:
- Emails: the original submission, chasers, and every provider reply linked to the record. A red dot marks emails you haven't opened yet. Click Add from inbox to attach emails from your LOA mailbox that weren't linked automatically.
- Calls: calls made to the provider from this record, with recordings and transcripts. See Calling providers.
4admin Insights
Below the Status card you may see a 4admin Insights card, marked with a sparkles icon and collapsed by default. It tells you the policy features 4admin most often sees on similar policies, so you know what to expect before the provider replies.
Each row shows a feature (for example, Death Benefit), the typical value (Yes) and how consistently similar policies have that value (92%). Rows are sorted by consistency. The subtitle reads Based on N other policies, and View all N insights opens the full list.
"Similar" means the same provider and the same first two characters of the plan number, which usually groups policies from the same product family. The card only appears when 4admin has enough comparable policies, so it's normal not to see it for unusual providers or very new products.
Insights describe what is typical for similar policies. They don't guarantee the features on your client's actual policy. Always confirm the real details from the provider's response.
Actions menu
The Actions button in the top right offers:
| Action | What it does |
|---|---|
| Resubmit LoA | Send the LOA again from the same record, to a corrected contact or with a corrected document. |
| Share status | Generate a plain-English summary of where the LOA is and email it to whoever you choose. Any available Insights are included as context. |
| Mark done / Clear done | Set or clear the Done flag on an analysed LOA. |
| Mark actioned / Clear actioned | Set or clear the Actioned flag on a rejected LOA. |
| LoA settings | Auto-chase, notification emails, joint policyholders and owner (see below). |
| Archive LoA | Hide the LOA from the board and stop auto-chasers. You're asked for a reason, which is recorded on the timeline. Archived LOAs appear in the Archive section below the board; Unarchive LoA brings one back at any time. |
| Delete LoA | Permanently delete the record. |
Read-only users can view records but don't see the Actions menu, the Upload button or the status controls.
LoA settings
Actions → LoA settings opens a panel with:
- Auto-chase: turn automatic follow-ups on or off and set how many days apart they go ("Follow up every N days (up to 4 chasers) if the provider hasn't replied").
- Notification emails: who gets emailed when the provider responds. Add colleagues by name or type any address.
- Joint policyholders: add the details of a second policyholder so they appear on the record.
- Owner: who the LOA belongs to. Admins and the current owner can use Reassign owner to hand it to someone else. See Reassigning ownership.
Auto-chasing
When auto-chasing is on, 4admin sends follow-up emails on the original thread if the provider hasn't sent the requested information:
- The first chaser is timed to the provider's typical reply time (you set or accept this when you submit). After that, chasers go out at the cadence you've chosen, weekly by default.
- 4admin sends at most 4 chasers per submission. Each one is recorded on the timeline as Chaser Sent, and the record's Chasers sent count goes up.
- Chasing stops as soon as the information arrives, or when you archive the LOA.
- Post and portal submissions are never chased, because there's no email thread to follow up on.
- Resubmitting an LOA starts the chaser count again from zero.
You can switch auto-chasing on or off for any LOA at any time from LoA settings.