Dealing with Exceptions

There are 12 potential exceptions that may occur:

Provider – the provider has not been set up within CCD as a provider who can send EDI messages.  To deal with this error, you will need to set the provider up.

Once the provider is set up, best practice is to ‘Test for exceptions’ on the ‘Exceptions’ Tab.

The system will then apply the changes and any existing exceptions  for this provider will now move to the no exceptions list. Any remaining exceptions will be for a different reason.  

Agency – the ‘Agency code’ that is on the EDI receipt is not set up on CCD.

As this exception has now been dealt with it is best practice to ‘Test for exceptions’ on the ‘Exceptions’ tab. This will deal with any other exceptions that are there due to that agency code not being set up on CCD.

Surname – the provider has not confirmed the client’s surname.

To complete this exception, come out of the EDI exception, identify the client then return to the exception screen and complete the ‘Surname’ field. The ‘Test for exceptions’ will remove this item from the ‘Exception’ list.  It may also be useful to contact the provider to see why they haven’t sent the client’s surname.

If it is not possible to identify the client, there is an option to set this piece of commission to manual.  Use the ‘Set manual’ button. This will remove the exception from EDI and allow you to deal with it at a later time. (We would recommend using this ‘Set Manual’ button sparingly and only when you have exhausted all other ways to deal with the exception.)

Payment method – a ‘payment method’ has not been set up for this type of remuneration.

To set up the ‘payment method’ for this type of remuneration return to the Setup > Technical > Remunerations > EDI tab and complete as required.

Once this has been done, move back to the ‘Receipt’ and use the ‘Test for Exceptions’ button on the ‘Exceptions’ tab.

This exception may also appear if the Provider has not confirmed the ‘Remuneration basis’ for a piece of Remuneration being sent.   If the indicated field is blank, check the paper commission statement and then click into the field to select the correct remuneration basis.  Once done, use ‘Test for exceptions’.

No match – there were no details on CCD which matched those on the receipt. ‘No match’ will only appear as an exception where the payment method has been set to Match, Match Additional or Reconcile.

These three payment methods are dealt with differently.

  • No match against a ‘Match’ payment method. CCD has not been able to match any policy records to the information on the EDI receipt.

If the client is found on the list click on ‘Select’ to manually match the remuneration item to a client. If the client does not appear on the list then click onto the 'Go client/new business record wizard'  at the top right of the screen.

Where no match is found you can create the client and match the remuneration item to the Holding now by clicking onto 'Add record'

You will then be presented with 2 screens one to set up the client and one to set up the holding. In the example below the minimum required information has been added, however as many of the fields as possible should be completed. When the minimum required information has been added the 'Create client record' and 'Create holding record' will become live. Until the minimum information has been added these buttons will be greyed out.

Some of the fields will pre-populate from the information held on the EDI receipt.

As this payment method is Match, there is no need to add in the ‘Regular Remuneration setup’.  This would only be used for any plans where the remuneration was to be reconciled.

If next month more commission is received for this client and policy, no exception will be created as the system will be able to match the item to information held on CCD.

  • No Match against a Match Additional payment method.
    Once all information has been added click 'Create commission match record' to add to the system.If ‘Yes’ the next exception will appear, if ‘No’ is selected the following page will be displayed:
  • No Match against Reconcile 

The reason for the ‘No Match’ could be either that there is no expectation of remuneration or that here is no matching holding record, or matching client.

The picture above shows a ‘No Match’ where the expectation and Holding can not be located. To begin dealing with this expection start by viewing the new business records:

Go client/new business record Wizard.

As this case is set to ‘Reconcile’, if regular initial remuneration is being received, the ‘Regular remuneration set up’ fields will need to be completed for the following month.

Now that the client and holding have been set up you can move onto the expectation of remuneration. The second section of the match screen will now be complete and the ‘Post’ button will become live.

There will be no entry in the cash book (remuneration records) as we have only just created the client and holding. Click onto the ‘Post’ button to add an expectation of remuneration to be used with this exception only. If this is a regular piece of initial remuneration, it can be set up when setting up the holdind (explained above).  If it is a piece of regular renewal remuneration then this will need to be set up from within the holidng.

Once the expectation has been posted the exception will be matched and removed from the exception list.

Multi Match

This exception can appear for a number of different reasons:

  • 2 pieces of remuneration have been received for the same plan
  • 1 piece of remuneration has been received but there are 2 expectations
  • EDI has found a Soundex match for a remuneration item which has already been matched against another remuneration item.

The way that this exception is dealt with depends on whether the remuneration is set to Match or Reconcile.

If the remuneration basis is Match, the following will need to be done:

A list of the possible matches will be displayed, use the ‘Select’ button to pick the one it should be.  The exception will be completed.

If the remuneration basis is Match Additional, the following will need to be done:

If the remuneration basis is Reconcile, the following will need to be done.  Firstly, click on the ‘Match’ tab.  This will not be red, but will contain the client information that EDI has tried to reconcile to.

In this case, EDI has tried to match to the incorrect client, and this client has also been matched to another piece of received remuneration – hence it is a multi-match. 

In this case, the new client needs to be set up:

Now set up the new client and holding. If the remuneration is regular initial, ensure that this is set up to.  Once done, click on ‘View new business records’ and select the new client that has just been set up:

Once done, a piece of remuneration has not been set up for this client, therefore the ‘Post’ button is needed, to post a piece of remuneration for today:

The following pop up will appear:

Select ‘Yes’.  The exception has now been dealt with.

Matched already – the expectation has already been matched to another client and is then also trying to match to this one.

It shows here as a ‘Multi transaction’. This can happen if remuneration statements are left in the EDI area without processing or archiving them, or if there is more than one holding or more than one remuneration item that could the electronic receipt could have been reconciled to.

Using the Match tab, use the 'View new business records' and select the correct holding.

If the ‘View’ is chosen, to check the holding in more detail use the 'Switch to Holdings> Commission' to switch to the holding record.

Once in the holding record there is a button to be able to come back into this record:

Once this has been done, use the 'View cash book records' to select the appropriate remuneration expectation.  It is not possible to use the same expectation of remuneration twice.  If it has been reconciled by you to a piece of received remuneration, whilst it will show again, it cannot be reconciled to a second piece of received remuneration.

The exception is now completed.

Policy number mis-match – the policy number on CCD does not match that on the EDI receipt.

One of the following options can be used to remove this item from the exceptions list:

  • Locate the policy details in the Clients module of CCD and correct the policy number in the holding and the remuneration expectation, then come back here to test for exceptions
  • Add the policy number into the EDI receipt to create a match (using the links below).

The following screen shows adding the policy number into the matched cash book record:

  • Set to manual. (this is the last option)

If the match is incorrect and the policy number mis-match is due to the incorrect policy being selected, then this match can be undone.  Navigate back to the ‘Data Received’ tab and use the ‘Ignore auto match’ button:

This will remove the match that EDI has done and will put this back into the exceptions list.

Reconciliation Tolerance – the amount received is outside of the tolerances set.

To view the expectation go to the Match tab.

Tolerances are pre set in the ‘Setup’ module.

From the tolerances above you can see that up to 5% of the expectation or a maximum of £100.00 difference would be classed as within tolerance. The difference in the example is £3008.71 and 5% of the expecation is £9.08 so the difference in the example is outside of tolerance.

If the exception has been caused by incorrect entry of the remuneration expectation then it is possible to proceed with reconciling this piece of remuneration even though it is outside of tolerances.  To do this go back to the front page for this exception and click onto the exclamation mark.

If this is an error by the provider or this is a part payment of an expectation then this item must be ‘Set manual’ and dealt with in the remuneration area of the ‘Admin’ module.

Large Case Check – the amount received is over the limit that has been set either for the company or the individual advisers.

Large case check is set in  Setup > Technical > Remunerations

In the example the large case check is set to £1400 and the remunerations received is £1450.91.

Policy Status – the policy on CCD is not set to Proposed, Underwriting, In force or Paid up.

Remuneration Withheld – the policy status is at ‘Comm withhold’.

This exeception will only appear where the policy status is set to ‘Comm Hold’.

‘Comm hold’ as a policy status is be used where the compliance/administration of a case is incomplete and the company are withholding payment of remuneration to an adviser until all compliance/administration requirements have been met. A supervisor can override the exception by clicking into the ! but best practice is to set to manual for further investigation.

  • It is possible for 1 exception to appear on a number of exception lists.   All the exceptions for a client can be dealt with in one go, or each exception can be dealt with individually.