Handling Rejected LOAs

When a provider rejects an LOA, it lands in the Rejected column on your board — but rejections don't all need the same response. There are three ways to handle a rejected LOA in 4admin, depending on what happens next:

1. Mark it as actioned — you've done what you can for now and are waiting on someone else (e.g. a 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

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

Sometimes you've taken an action 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 on a new signature from the client. Marking it as actioned records that you've dealt with it, without moving it out of the Rejected column.

1. Open the rejected LOA and go to Mark as actioned.
2. Add a note describing what you did — for example, "raised to client-facing team".
3. The LOA now shows as actioned.

You can then filter the board to keep your workload clear:

• Needs action — only LOAs you still have to deal with. Use this to work the rejected column down to just the outstanding tasks.
• Actioned — only LOAs you've already handled.
• All — everything.

The same filter also works on the analysed policies column.

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

If you open a rejected LOA and realise the client is no longer proceeding with advice — or you're just not sure whether this LOA will ever be resubmitted — you can archive or delete it so it stops cluttering the board.

1. Open the LOA and choose Archive (or Delete if you want to remove it entirely).
2. Archiving asks for a reason — for example, "client no longer proceeding with advice".
3. Archived LOAs are stored in the Archive section at the bottom of the LOAs page, out of the way and excluded from the Kanban board.

If the case comes back to life, you can unarchive the LOA at any time and pick up where you left off.

3. Resubmit — you're sending it again

If you're resubmitting more or less immediately — with a corrected LOA, to a new email address, or with fixed details — resubmit straight from the same record:

1. Open the rejected LOA and click the Resubmit button, or go to Actions → Resubmit LoA.
2. From there you can:
   • Send to a new email address, resend to the same one, and CC anyone who needs a copy
   • Upload a new LOA if the original needs replacing
   • Edit any key details the provider flagged as wrong (plan number, NI number, and so on)
   • Switch to post support if the provider needs the resubmission by post

For the full walkthrough of the resubmission flow and what happens to the record afterwards, see Resubmitting a Rejected LOA.

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 as actioned, then filter the board to Needs action
The client may not be proceeding, or the LOA won't be resubmitted	Archive (with a reason) or Delete
You're sending it again — corrected doc, new contact, or fixed details	Resubmit from the record

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