FAQ
Loss runs can be ordered directly on MGAlive.com by creating a Case from the Policy Details page with the subject "Loss Run Request." Loss runs can also be requested by emailing underwriting@mgalive.com with "Loss Run Request" in the Subject line, and the name of the Insured.
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.
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.
Our billing address changed on 10/17/22 for standard mail and for overnight mail. CAIS Billing statements now include the new lockbox address starting from this date. Mail that is delivered to the prior addresses for regular mail and for overnight mail will be forwarded for several months.
New lockbox address for payments sent through standard US mail:
CAIS, LLC
P.O. Box 261567
Hartford, CT 06126-1567
New address for payments sent with overnight delivery:
CAIS/Insurity
Attn: BIN REMITTANCE
170 Huyshope Ave
Hartford, CT 06106
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Updates and address changes for commission statements should be emailed to support@mgalive.com.
Commissions are currently paid via check and ACH. If you would like your commission payments via ACH, please email accounting@mgalive.com to enroll.
Commission questions can be emailed to: accounting@mgalive.com.
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.
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.
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.
Access the Policy Details page in the MGAlive.com portal, and view the Billing Details section for all transactional information, including balance.
In order for any new users to be added to our system and assigned credentials, we need the account administrator (or owner) to provide us with an updated Contact form with the appropriate information.
Please use this link to access the MGAlive Contact Update Blank Form. Save a copy (enabling updates) to make your changes. Email the completed information to support@mgalive.com. Instructions are on the first tab of the form if you have any questions on what role to assign so that the user can be given access.
NOTE: Account Administrators who have been issued credentials can view users already assigned to their agency via the Account Management > Members to view the users who are active on their account.
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.
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.
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.
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.
Please send updated E&O Certificates to contracts@mgalive.com so they can be processed by our team.
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 submit a contact update form to add additional users. Reminder: Be sure you are using Google Chrome to access MGAlive.com.
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.
For additional questions regarding claims, please email claims@mgalive.com, or contact us at (888) 833-4158.