Resubmitting a Rejected LOA

If a provider rejects an LOA — for example, because of an address mismatch or because it was sent to the wrong email — you don't need to start from scratch. You can correct the issue and resubmit straight from the same LOA record: 4admin sends a fresh email to the corrected contact and updates the existing record, rather than creating a duplicate.

Not resubmitting?

Resubmitting is one of three ways to deal with a rejection — if you're waiting on someone else or the case isn't going ahead, see Handling Rejected LOAs.

When to use this

When an LOA's status shows as rejected, the provider's reason is displayed on the record (for example, "address mismatch" or "sent to the wrong email"). Resubmitting lets you fix whatever was flagged and send it again as a fresh submission. (The action is also available for LOAs in other states if you ever need to re-send to a corrected contact.)

Steps

1. Open the rejected LOA. The status and the provider's rejection reason are shown on the record.
2. Go to Actions → Resubmit LoA.
3. Set the recipient. Under Send to, enter the correct provider email (you can add more than one), and add anyone who needs a copy under CC. The original recipients are shown for reference.
4. Choose the Letter of Authority. Either keep the one already on file, or select Upload new LoA to replace it with a corrected version (e.g. if the address was wrong). You can also add DocuSign certificates or other supporting files under Attachments and certificates.
5. Edit any details if needed. If the provider flagged something like an incorrect plan number or national insurance number, expand Edit details to update fields such as client name, provider, plan number, policy type, date of birth, NI number, or adviser.
6. Provide a reason (optional) for the resubmission — for example, "provider said the email was wrong and the address was mismatched". This is an internal note for your records and isn't shown to the provider.
7. Review the email. Click Review email to preview the subject, recipients, attachments, and body — these reflect any edits you made and use the new LoA and email address. When you're happy, hit Resubmit & send.

What happens after resubmission

• The same LOA record is updated — nothing is duplicated. A brand-new email (in a new thread) is sent to the corrected contact.
• The status moves from rejected back to submitted, and a status update is recorded.
• The timeline adds a new node marking the resubmission, so you can see the history of the different LOAs that have taken place on this record.
• The recipient and email thread are switched to the new ones, so chasers and future tracking run against the corrected contact. If you enable tracing, you'll see the recipient has updated to the new email. The original submission stays visible for history, but all future actions are taken on the resubmitted email.

This gives you a clear follow-on step for any case where an LOA was rejected.