Question 1

How do I order loss runs?

Accepted Answer

Loss run requests are available on both the Policy Details page and the Insured Details page of MGAlive.com. Users may select the most current policy/line of business to automatically request 5 years of losses (if applicable). Navigate to the Policy or Insured record, click the “Request Loss Runs” option, select the appropriate record(s) and submit the request.

Question 2

Can I pay the Policy balance online?

Accepted Answer

An insured, management company, or agent can pay an invoice online via the CAISlive.com website.  Go to the top of the website ribbon and click on "Payments." This will take you to a screen where you can input the policy number as listed on the invoice.

Payment can be made by either Electronic Check (ACH) or Credit Card.  Please note that payments made via credit card will incur a processing fee.

Payments may also be made by agents inside MGAlive from the Policy Details Page > Manage Your Policy.

If you need any assistance, please call CAIS at (888)-833-4158.

Question 3

Is premium financing an option on  policies bound through MGAlive.com?

Accepted Answer

All programs (except Payroll WC) are annual payment on a direct bill basis. Payroll Workers' Compensation insurance policies that exceed the minimum premium can be placed on an installment plan (varies by premium size). Since our programs are direct billed, we do not recognize outside premium finance agreements.

Question 4

Where should I send payment?

Accepted Answer

Our remittance address for standard mail and for overnight mail.

Lockbox address for payments sent through standard US mail:
CAIS, LLC
P.O. Box 5630
Deptford, NJ 08096

Address for payments sent with overnight delivery: 
CAIS/Insurity
ATTN: CAIS LBX 5630
160 Andrew Drive, Suite 135
West Chester, PA 19380

Online Payment options:

Online payments may be made by the insured, management company, or agent. Visit our Payments Page on CAISlive.com. Online Payment can be made with either an electronic check (ACH) or a credit card. Please note that payments made via credit card will incur a processing fee.

Payments may also be made by agents inside MGAlive.com from the Policy Details Page > Manage Your Policy.

If you need any assistance, please call CAIS at (888)-833-4158 - ext 1 (Accounting). If you have questions, please email accounting@mgalive.com.

Question 5

What is the Broker of Record (BOR) change process?

Accepted Answer

If you need to send in a BOR document, please send all documents to Underwriting@MGAlive.com. We will accept a BOR letter at any time during the policy term, but the BOR must be received no later than one business day prior to the next renewal date in order for the new broker to receive commission for the renewal term. BORs not received in this time frame will be acknowledged, but the new agent is considered the Broker/Agent of Service and no commissions will be paid to the new agent until the next renewal. The BOR letter must be submitted on the insured’s letterhead or an Acord 36 Form. It must include the current policy number OR the Insured’s FEIN and the name of the new broker as it appears on their insurance license. BOR letters must be signed and currently dated by an authorized representative of the association (board member or property manager, if authorized), along with said Title listed as well.

Question 6

What if an association adds direct payroll during the year?

Accepted Answer

If an employee is hired during the policy period, we can add the employee's payroll to the policy effective on their date of hire. We will charge the appropriate additional premium (AP) at that time. The policy will be converted from an If-Any Policy to a Payroll Policy and a mail and/or physical audit will be performed (based on premium amount and location state) following the end of the policy term.

Question 7

How does volunteer coverage work?

Accepted Answer

A Voluntary Compensation (VC) Endorsement is added to the policy that defines volunteers working on behalf of the association as employees per the Workers’ Compensation Act requirements. This means their injuries are treated like any other work-related injury and covered by the Workers’ Compensation Policy on a first dollar basis. Note: The states of Texas and Wisconsin do not allow a Voluntary Compensation Endorsement to be added to an If-Any WC policy.

Question 8

How does the audit process work for If-Any WC Policies?

Accepted Answer

CAIS has the easiest audit process in the industry! Within 60-90 days of expiration, the agency account manager tied to the transaction in our system (not the insured) will receive an email asking one question, "Did the insured add any direct employees during the prior policy term?" We don’t send a 7-page questionnaire to the manager or board members, just a simple email to the agency representative associated with that policy.

Question 9

Does the If-Any WC program cover sole proprietors?

Accepted Answer

It is not the intent of the If-Any WC program to cover vendors or sub-contractors, including sole proprietors. Typically, sole proprietors are not subject to the labor code requirements (or the state allows them to opt out if they are subject to the act). However, if a sole proprietor is injured while working for the association and the Workers’ Compensation Appeals Board or Labor Commission determines the injured party is actually an employee of the insured, then the individual would be covered.

Question 10

How does If-Any coverage compare to a Volunteer Accident Policy?

Accepted Answer

Accident & Health or Accident Death & Dismemberment (commonly known as A&H or AD&D) Policies are the typical insurance solutions proposed for covering volunteers. When compared to a true Voluntary Compensation (VC) Endorsement attached to a WC Policy, A&H/AD&D polices are limited and typically have co-pays, deductibles and capped coverage.

Question 11

How are claims for uninsured contractors triggered on an If-Any WC Policy?

Accepted Answer

When someone is injured on the job and seeks medical attention, the first question they are asked is, “Was this a work-related injury?” When the injured person replies, “yes” it triggers WC billing from the medical provider. If that provider seeks a WC Policy from the employer and does not find one, they can turn that claim into the local Appeals Board or Labor Commission; whichever entity is responsible for settling WC claims disputes for the state. The entity will determine who is responsible for the injured party as it relates to the labor code requirements to provide benefits, and assign the loss to the responsible party or parties. If the Association is the recipient of that assignment, the If-Any portion of the policy will be engaged and treat the injured person as though they were a direct employee under the association's Workers’ Compensation Policy.

Question 12

How do I get my login credentials for MGAlive?

Accepted Answer

If you or your Agency are already appointed with CAIS and you do not have your login credentials, please send all requests of appointment or login information to contracts@mgalive.com.    
 
If you are not appointed with CAIS, please visit the Join page on CAISlive and submit a digital application. If you have questions, email contracts@mgalive.com or call the main phone line and ask for the Relationship Coordinator.

Question 13

How do I reset my password for MGAlive.com?

Accepted Answer

To reset your password, use the password reset link on the login screen of MGAlive.com. Ensure that the browser cache/cookies are cleared before completing the password reset. Visit Google's Help Articles for assistance on how to clear cache and cookies from Chrome.  If you still have issues, please reach out to support@mgalive.com.

Question 14

What browser is the MGAlive website compatible with?

Accepted Answer

MGAlive is compatible with the latest version of Google Chrome.

Question 15

Can I make a payment over the phone by calling CAIS?

Accepted Answer

CAIS can assist you by offering guidance on how to utilize the online payment process, please call CAIS at (888)-833-4158 for help.

Question 16

I just made an online payment using the wrong banking information.  Who do I contact to get this corrected?

Accepted Answer

Contact CAIS Accounting at (888) 833-4158 regarding payment corrections.

Question 17

How can I obtain a copy of my commission statement?

Accepted Answer

Hardcopy commission statements are mailed with commission checks on or around the 8th of each month. If you need a replacement copy, please email accounting@mgalive.com.

Question 18

How can I change where my commission statements are emailed or mailed?

Accepted Answer

Updates and address changes for commission statements should be emailed to support@mgalive.com.

Question 19

Can I receive my commission payment via ACH?

Accepted Answer

Commissions are currently paid via check and ACH. If you would like your commission payments via ACH, please email accounting@mgalive.com to enroll.

Question 20

I was paid the incorrect commission rate on a policy?  How can I get this fixed?

Accepted Answer

Commission questions can be emailed to: accounting@mgalive.com.

Question 21

How do I update my profile information on MGAlive.com?

Accepted Answer

Click on the user name in the top right corner of the Agent Portal Screen to make updates to the profile details. Field access permission is based on a user's role in their Agency. If you need assistance with making updates, please contact support@mgalive.com, or call (888) 833-4158.

Question 22

What is my MGAlive.com user name?

Accepted Answer

Your user name is typically your email address. You can use the forgot user name on the login screen of MGAlive.com for assistance, or email support@mgalive.com for assistance.

Question 23

Where do we send information about agency user or address changes?

Accepted Answer

Please send all agency changes for your users and your agency address to support@mgalive.com so our team can review and make the appropriate updates to your current agency account.

Question 24

Where can I see if the insured has made a payment?

Accepted Answer

Access the Policy Details page in the MGAlive.com portal, and view the Billing Details section for all transactional information, including balance.

Question 25

What should I do if the Password Reset email link from MGAlive did  not work?

Accepted Answer

If you are having trouble completing the password reset, clear your browser cache using CTRL + Shift + Delete. Then go to the password reset and click on the link.

Question 26

How can I add a new user or replace a prior user on MGAlive?

Accepted Answer

An MGAlive enhancement was rolled out in January 2026, designed to make account management easier for Account Admins. Download a PDF for reference. 
 
Admins can now:
Add new users
Manage existing users (roles, active status, and profile details)
Update your company profile information
—all directly within the portal.
 
For those with the Account Administrator role, the Agency Details section under Profile > Account Management now includes additional editable fields. Updates submitted here go straight to our Contracts team, eliminating the need to submit a case or send an email.
 
To add or update users:
Log in and click your User Name Icon (top right).
Navigate to Account Management > Members tab.
From there, you can edit user details, activate or deactivate users, or click Add Member to create new accounts.
With this enhancement, you no longer need to email the Excel Contact Update form for user changes.

If you are not an Account Administrator, visit the Account Details tab to view your designated Administrator. If you need assistance, email support@mgalive.com.

Question 27

How do I download or print my Invoice in MGAlive?

Accepted Answer

Login to MGAlive. Go to the Policy Details page, then go to the Documents tab and locate the category for Statements. On the right-hand side is a down arrow icon to download the file. Click on the down arrow icon. If you do not see the file at the bottom of your browser window, then check your download folder. Print the PDF file. If you have any billing questions, please reach out to invoice@mgalive.com.

Question 28

How do I download or print my Policy in MGAlive?

Accepted Answer

Log in to MGAlive. On the Policy Details page, go to the Documents tab and locate the category for Policy documents. Use the down arrow icon located on the right side of the document to download the file. If you do not see the downloaded file, check your download folder.

Question 29

How do I download or print my Quote in MGAlive?

Accepted Answer

Login to MGAlive. On the Quote Details page, go to Manage your quote, then click on Print Proposal Packet. After you click on the link, you will see the PDF file of your Quote to print.

Question 30

In MGAlive, what documents are attached and where are they attached?

Accepted Answer

Quote documents are attached to the Documents Tab on the Quote Details Page. 
Policy documents, including endorsements, are attached to the Documents Tab on the Policy Details Page of the applicable policy term.

Question 31

In MGAlive, where is the billing information?

Accepted Answer

Billing information is on the Billing Tab on the Policy Details Page.

Question 32

When will our payment be visible in MGAlive?

Accepted Answer

It takes 2-3 business days for a payment to be reflected on the Policy Details in MGAlive.

Question 33

Why wasn’t my Policy Bound yet?

Accepted Answer

If you did not click the Bind Button during the Quote process, your Quote will still be in Approved status. Go to the Quotes tab. Open the Quote and click on the Bind Button to bind your Quote. Please ensure that your required signed bind documents have been uploaded.

If your Quote is not in the Approved status and you are waiting for your Policy to be bound, email underwriting@mgalive.com. Please include in your subject line the Quote Number and Insured Name. Example: Bind Request 45678 Shady Acres HOA.

Question 34

Where do we send information about changes to the billing or contact details for the insured community association/HOA/Condo Association?

Accepted Answer

On the policy record, utilize the Policy Change Request option under Manage Your Policy. If Policy Change Request is not available, select Open a Case.

Question 35

Where do we send information about changes to the Property Management Company (PMC) or changes regarding their contact information?

Accepted Answer

On the policy record, utilize the Policy Change Request option under Manage Your Policy. If Policy Change Request is not available, select Open a Case.

Question 36

Where do we send information about changes to the Insured Invoice delivery?

Accepted Answer

We are unable to change this information. Invoices are available on the policy 2-3 days after the policy is issued. Anyone with access to MGAlive can retrieve a copy of the invoice by going to the Policy Record and the Billing tab.

Question 37

Do you allow mid-term moves on Workers’ Compensation new business policies that have direct employees and payroll?

Accepted Answer

We do not allow mid-term moves on Workers’ Compensation new business policies that have direct employees and payroll.

Question 38

If we sent in a check that has not cleared, and we also made an online payment, should we issue a stop payment on the check?

Accepted Answer

If you have mailed a check for an invoice and are also making an online payment for the same invoice to meet the deadline, please do not place a stop-payment on the check. This will incur a $25.00 fee, which will be added to your account and must be paid in full. If both the check and online payment are processed, we will refund the credit balance on the account, but we do not waive the stop-payment chargeback that has been charged by our bank.

Question 39

Can the $25 returned payment be waived?

Accepted Answer

No, this fee is imposed by our bank, not a penalty from CAIS.

Question 40

Where do we send information if our agency is being sold or our legal name is changing?

Accepted Answer

Please send all changes for your agency to contracts@mgalive.com so our team can review and make the appropriate updates to your current agency account.  Please include sale documents and updated W9.

Question 41

Where do we send our updated E&O certificate?

Accepted Answer

Please send updated E&O Certificates to contracts@mgalive.com so they can be processed by our team.

Question 42

Why do I have to enter a code on every log in?

Accepted Answer

A Multi-factor Authentication (MFA/2FA) code is required at each login for protection of your agency and customer data. To reduce MFA requirements each day, you may remain logged in for up to 12 hours (unless you close your browser). A new code is generated at each log in.

Question 43

Why do I receive multiple codes from MGAlive.com?

Accepted Answer

A Multi-factor Authentication (MFA/2FA) code is required at each login for protection of your agency and customer data. If you are sharing credentials, others in your agency may be triggering the code, which will not be valid. Please have your agency administrator add additional users to MGAlive. Instructions for adding new users.

Reminder: Be sure you are using Google Chrome to access MGAlive.com.

Question 44

How do you submit a claim?

Accepted Answer

In most states, to report a claim please submit the following information and forms to claims@mgalive.com:
•Policy Number and Insured Name
•Workers’ Comp - First Report of Injury form
•Other lines - ACORD 3 Liability Notice of Occurrence

You can locate the forms on the MGAlive Resources page under Claims and Claim Forms. On CAISlive, visit the Claims Forms page.

AZ Notice: As of September 2025, the state of Arizona is making a change to Workers’ Compensation claim reporting requirements. All claims must be reported electronically via the Arizona Industrial Commission’s website to complete First Notice of Loss (FNOL). Once the electronic FNOL is completed, the user will be required to electronically sign the document via Adobe eSign. Only once this is completed can the claim then be filed with PMA Insurance.

For additional questions regarding claims, please email claims@mgalive.com, or contact us at (888) 833-4158.

Question 45

Does CAIS have a NAIC Company Code?

Accepted Answer

No. CAIS (Community Association Insurance Solutions) is a program administrator/MGA and does not issue insurance policies as an insurance carrier. The applicable NAIC Company Code is the 5-digit identifier assigned to the underwriting insurance company shown on the policy declarations page.

Call us at 888-833-4158

FAQ

Frequently asked questions