CMS guide graphic asking why a certificate is still flagged, with the customer requirement, full review note and submitted document.
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An up-to-date certificate of insurance can still leave an open item in ISNetworld. The review compares submitted documents with the connected Hiring Client’s insurance requirements. Start with the exact review note and the document it refers to, then involve your insurance agent in any questions about coverage, limits or endorsements.

Read the insurance review note before requesting changes

ISN’s insurance review, called I-RAVS, compares submitted insurance documents with the agreed Hiring Client requirements. Its stated checks include policy dates, insured parties and limits. Certain endorsements are reviewed when the client requests them. The review uses the information supplied at the time. A future policy expiration date is only part of that review. ISN’s insurance review description

Open the relevant requirement and keep the review note with it. Record the connected customer and the document version involved. If a note refers to something missing, check whether that item was included in the submission.

Avoid shortening a detailed note to “insurance rejected” when forwarding it. The original wording gives your agent more to work with. If the note is unclear, ask the reviewer or platform support to identify what needs attention before requesting a change.

Separate an account update from a question for your insurance agent

Start with the uploaded file. Check that it is the version you intended to submit and that it is readable. Then confirm which customer’s requirement the note concerns.

Questions about policy coverage, limits or endorsements belong with your insurance agent. Ask the agent to compare the actual requirement with your insurance documents and explain what, if anything, needs changing. Avoid editing an insurance document yourself to match requested wording.

ISN also provides an Agent/Broker resource. Its public overview says contractors can authorize an agent or broker to submit and monitor insurance documentation on their behalf. Ask your agent whether that option would help, using the platform’s authorized access process. ISN’s insurance tools

What to send your insurance agent

Put the information for this request in one message so your agent can review it together. Include the items you have:

  • The exact Hiring Client name and relevant facility or project, if identified.
  • The current insurance requirements supplied by that customer or shown in the account.
  • The complete review note or request for changes.
  • The certificate or other document that was submitted.
  • Any stated deadline, with a brief explanation of what it relates to.

Explain the work involved if the agent needs that context. Ask them to identify any information still missing rather than guessing at the answer yourself.

Send documents through an appropriate private channel. Keep account passwords out of the message, and use individual authorized access if someone needs to work in the account.

A short request you can adapt

Subject: Insurance document review for [Hiring Client]

Hi [Agent],

Our insurance document has a review note in ISNetworld for [Hiring Client]. I’ve attached the current requirements, the complete note and the document we submitted.

Could you compare this request with our insurance documents and let us know what needs attention? Please send any updated documents through our usual secure channel and let us know if you need details about the work.

The stated deadline is [date, if provided]. Thank you.

Check the account after the updated document is submitted

Keep the agent’s response with the request so you know what was addressed. Confirm who will submit any updated documents; this avoids assuming someone else has handled the upload.

After submission, record the date and check the status of that particular insurance requirement. Keep any new review note with the same request. If the original issue remains, give the reviewer the relevant document and submission information when asking for clarification.

If you work for several customers, review the requirement for each relevant connection. Our guide to customer-specific ISNetworld and Avetta approval explains why the same company can receive different requests from different customers.

How CMS helps with the insurance account work

CMS helps with certificates of insurance, requests to your insurance agent and document uploads as part of the agreed account-management work. A dedicated account manager can help organize the request and follow the account update. Your insurance agent handles questions about coverage and policy changes.

If you need help working through an account request, contact CMS. A brief description is enough to start. We can arrange document sharing after that.

Frequently asked questions

Does a current certificate automatically satisfy a customer’s requirements?

No. ISN reviews submitted insurance documentation against the relevant Hiring Client’s requirements. Read the specific review note and have your agent review any coverage or endorsement questions before deciding what needs changing.

Should I upload the same certificate again?

First identify why it was returned. If the wrong version was submitted, check the intended replacement. If the note asks for a change or additional information, have that request addressed before resubmitting the same file.

Can CMS change my insurance coverage?

Coverage and policy changes need to be handled with your insurance agent. CMS provides administrative help with document requests and account uploads. See our contractor compliance management services for the account tasks we support.

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