Welcome to the Proformex FAQ page! Below, you'll find answers to some of the most common questions we receive. If you need further assistance, please don’t hesitate to reach out to your designated Customer Success Manager!
General Questions
Platform Features
Account Management
Reporting and Notifications
Document Requests and Processing
Data Security
Technical Support
General Questions
Q: What is Proformex, and how does it help me?
A: Proformex is a Software-as-a-Service (SaaS) platform that centralizes policy data, provides automated alerts, and offers performance analytics. Proformex helps you ensure that your clients’ policies align with their financial goals and remain up to date. For more information, see our website here
Q: How do I log into my Proformex account?
A: Go to https://portal.proformex.com/ and enter your registered email address as the username and the password you created.
Q: What should I do if I’m having trouble with my login?
A: If you’re having login issues, use the “Forgot Password” link to reset your credentials. If that doesn’t work, contact your Customer Success Manager for assistance or submit a ticket on our Support page here
Platform Features
Q: What policy types does Proformex support?
A: Proformex currently supports a wide range of life insurance products, including term, whole life, and universal life policies. We do not store disabilities or long-term care policies currently. We also offer an Annuity module which allows you to store your annuity contracts. For more information on annuity module pricing and capabilities, contact your CSM.
Q: Can Proformex help with client communication?
A: Yes, Proformex offers a variety of tools to facilitate communication with clients, including customizable client reports, notifications sent directly to your inbox, and scheduled reminders for policy reviews. For more information on these features, we recommend checking out our available guides to download here or setting up time to review with your CSM.
Q: How does Proformex help me manage policy performance?
A: Our platform provides real-time analytics and performance tracking, along with identifying policies that could potentially be an “opportunity” or considered “at-risk.” For more on our Analytics page, click here, or select the “Reports” tab, “Analytics” and view our options in the sidebar.
Q: What are some best practices to follow in Proformex?
A: Assigning a dedicated resource on your team committed to Proformex, setting up custom notifications, and monitoring document requests are just a few of our standard best practices. For more on best practices, see our guide here or set up a best practices session with your CSM!
Q: How do I add a policy in Proformex?
A: There are a few ways to get life policies into your Proformex platform: manually or in bulk. To learn more, click here
Q: How do I remove a policy in Proformex?
A: When policies lapse or are terminated, customers typically want to remove those inactive policies from their account. To remove policies in bulk or on a one-time basis, see our article here
Account Management
Q: How do I add or remove users from my Proformex account?
A: Only users with administrative permissions can add or remove team members. Navigate to “Manage Users” in the Settings menu and select “Add User” to invite a new team member. If you have exceeded your user limit, contact your CSM directly to discuss pricing details. To remove a team member, select the 3 vertical dots on their contact profile and click “Deactivate.”
Q: Can I customize user roles and permissions?
A: Yes, Proformex supports custom user roles and permissions to fit the structure of your team. Navigate to “Manage Users” in the Settings menu, select the 3 vertical dots on the user’s contact profile, and click “Change Role.” The information icons next to the 3 user types explain what each Proformex user’s role entails. Read more here.
Reporting and Notifications
Q: What types of reports can I generate in Proformex?
A: Proformex allows you to generate a variety of policy and annuity reports, including policies at risk of lapsing, premium due reminders, upcoming term conversions, owner coverage reports, and agent book of business reports. Our reports can be customized to highlight key metrics based on your client’s goals and policy details. For suggested reports, click here and for owner coverage and book of business reports, click here
Q: How can I export policy data for external use?
A: Proformex offers export functionality for certain data fields, allowing you to download policy information in CSV or PDF formats. This can be accessed in “Policy Reports” under the “Reports” section for existing reports or the “Life Policies” section under “Business” for anything net-new. For more specific export needs, contact our support team.
A: Yes! You can enable yourself to receive notifications straight to your email inbox on any of the policy and annuity reports available, as well as any net-new reports created. For more on leveraging our custom notifications, click here
Document Requests and Processing
Q: How does Proformex request information from the carriers?
A: With the proper authorizations in place, Proformex will send an automated request to each of your inforce policy’s carriers 5 days after the anniversary date. We can either request on behalf of the servicing agent of records, policy owner, or trustee.
Q: What information does Proformex request from the carriers?
A: We request the most recent Annual Statement and As-Is In Force Illustration
Q: How often will Proformex send requests to the carrier?
A: As a best practice, we set up requests to send on an annual basis. For those with the Document Processing add-on, if both documents have not been uploaded within 30 days of the initial request, a second request will be sent.
Q: How do I upload a statement or illustration in Proformex?
A: Customers with Document Processing Module – Once you have received updated statements and illustrations from the carriers to your designated inbox, it is time to upload them in Proformex! For customers with our Document Processing Module, you will upload your documents by clicking the “Servicing” tab, and selecting, “Document Processing.” From here, you can search by the desired policy number to pull up which policy you would like to upload documents for. Next, you will find a “Policy Statement” and “Inforce Illustration” column. Please upload the desired documents to the correct designation. Once uploaded, you will see a loading symbol labeled, “Processing” which means the document has gone to our Processing Team’s queue and we are actively working on updating the policy’s values for you. Once this section shows a check-mark symbol with “Complete,” all values for that policy have been successfully updated by our team. For more on uploading a policy document for processing, click Here
B: Customers without Document Processing – Once you have received updated statements and illustrations from the carriers to your designated inbox, it is time to upload them in Proformex! For customers without the Document Processing add-on, the process differs. First, you will use the quick search bar at the top to quick search by the desired policy. Next, click the desired policy and go to its details page. From here, you can manually edit any of the updated values based on the most recent annual statements and/or illustration. Make sure to click the “save” button for any changes made! For storing purposes, you can also scroll down and choose the “Documents” tab which will store any documentation you would like to keep record of for any given policy. For more on uploading a document for storage purposes, click Here
Data Security
Q: How does Proformex protect my data?
A: Proformex prioritizes data security. We employ industry-standard encryption, multi-factor authentication, and secure data storage to ensure your data remains safe and confidential. We also actively maintain our SOC II certification by following the proper guidelines. If additional information is needed, reach out to your CSM.
Q: Who can access my clients’ data?
A: Only authorized users within your organization and the Proformex team can access your clients' data. Access permissions can be managed directly by the account administrator within your Proformex account settings.
Q: What should I do if I suspect unauthorized access?
A: If you suspect unauthorized access to your account, immediately change your password and notify your CSM. We will work with you to ensure that your data remains secure.
Technical Support
Q: How do I contact Proformex support?
A: You can submit a support ticket within the “Help Center” on our platform or reach out directly to your Customer Success Manager.
Q: Where can I find training resources?
A: We offer a library of video tutorials, support articles, and user guides within the “Help Center” on our platform. To access, go to our Help Center. For more tailored training sessions, reach out to your dedicated Customer Success Manager.
A: We welcome all types of feedback! To report a bug or suggest a new feature, contact your CSM directly and provide screenshots/examples if applicable.