Agent Support

Agent Support

For Agents new to Certificial and looking for help... here is a guide to available resources 

Guided Assistance
Most questions and issues can be addressed using the built-in Guided Assistance Tab available on the Certificial platform.  This tab will direct Agents to specific step-by-step guided walk-throughs, videos and articles available on the Knowledge Base.

Once logged in as an Agent, we recommend accessing the below Guided Assistance tutorials:
  1. Agent Response Tutorial (video)
  2. Responding to Request for Insurance
  3. Add New Client Policy
  4. Profile Setup (add your signature or another agent to your agency)
  5. Share Policies and Generate Certificates of Insurance

Knowledge Base
Specific issues and inquiries are addressed in detailed articles located in Certificial's Online Knowledge Base.  Articles address Agent's questions about features and capabilities of the application as well as descriptions of the terminology employed.

Many Agents' first contact with Certificial will be receiving a request for insurance. A good starting point is this Knowledge Base article describing the response process:

Use the below link to be directed to a full listing of Agent-specific Knowledge Base articles:

HawkSoft Integration
If an Agency is using the HawkSoft Agency Management System - they may be interested in integrating with Certificial.  They can find out more information at the HawkSoft website here:

Agencies using the HawkSoft Agency Management System can register for Certificial integration here:

Contact Us
If Agents are still unable to find answers for their questions - Certificial support is available at

    • Related Articles

    • The difference between "User" and "Agent".

      There are only two types of accounts on the Certificial platform - Users and Agents.   Users are Corporations or Organizations looking to manage and share their own policies or seeking to monitor the insurance of their suppliers or vendors. ...
    • Agent Quick Reference Guide

    • The color-coded Policy Status Indicators

      Verified Policy has been verified by agent and meets all insurance requirements. Warning Alerts ·      Unverified – Indicates a policy has not been verified by a license insurance agent ·      Expiring – First alert <90 days Compliance Alerts ·      ...
    • Sharing your policies with 3rd parties

      You can use the Certificial system to send COIs, or insurance verification, to 3rd parties, whether they are registered with Certificial or not. Selecting the “Share My Policy” button will open a new dialogue box with 5 simple steps. Selection - ...
    • Requestor Quick Reference Guide