Troubleshooting Download Messages
During download processing, data may not load into the AMS360 database. The Download Report provides you with detailed information about the transactions that load and those that do not. This topic includes messages you may see on the report and the solution for resolving the problem that prevented the data from loading.
Policy Download Error Message Categories
The following types of error messages can appear for downloaded policies:
| Error | Definition | ||
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Message Rejects |
The entire message from the company did not load.
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Transaction Rejects |
The entire policy did not load. |
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Group Rejects |
An ACORD group did not load. Example A logical set of data such as driver information (name, driver license number, age, sex, etc). |
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Field Rejects |
A single, specific piece of data did not load. Example A company product code or marital status. |
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Warnings |
The policy loaded, but there is something unusual about it that needs reviewing. Example An endorsement loaded but there was a policy transaction with a more current effective date. |
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Other |
The policy loaded, and it also contains informational items sent by the company. |
Policy Download Error Messages
Select an error category to see specific errors that can appear on the Download Report.
Message Rejects
| Message | Solution | |
|---|---|---|
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Unknown Participant Code xxxx. All transactions in message rejected.
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The transaction file contained a participant code not set up for your agency. If you are certain that the code on your Agency Setup screen is correct, notify the company of the correct code and ask them to re-send the file. |
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Unknown Origination Company: IBM1234XYZ. All transactions in message rejected.
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The origination address may be missing or unknown. Review the remainder of the report to determine the outcome of processing on this message. Check to make sure that the origination address is set up for the company. See Company Setup > Download Addresses for more information. If it is not set up, enter it and contact Vertafore Support via My Vertafore to reset the file for processing. |
Transaction Rejects
| Message | Solution | |
|---|---|---|
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A deadlock error occurred while updating the database |
The policy was in use at the time download attempted to update it. If the transaction did not load, order a resend from the company. |
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Incorrect ACORD Hierarchy |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid AL3 hierarchy. |
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Invalid Billing Method Code: x (x = actual code sent by the company) |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid ACORD code in the 5BPI16 field. |
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Invalid Cycle/Business Purpose: x (x = the transaction code description or "Unknown" if it cannot be translated) |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid transaction code in the 2TRG25 field. |
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Policy rejected due to an invalid or missing transaction effective date: xxxxxx (xxxxxx = the actual value received in 2TRG23/33) |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid transaction effective date. |
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Policy rejected due to an invalid transaction category: xx (xx = 2TRG05 value) |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid transaction category. |
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Multiple 5BIS groups received |
Identify the transaction and contact the company asking them to resend the policy transaction with one 5BIS group |
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Multiple 5BPI groups received |
Identify the transaction and contact the company asking them to resend the policy transaction with one 5BPI group. |
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Multiple 9BIS groups received |
Identify the transaction and contact the company asking them to resend the policy transaction with one 9BIS group. |
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Policy rejected because the policy number is missing |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid policy number in the 5BPI01 field. |
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Policy rejected because the policy term is missing |
Identify the transaction and contact the company asking them to resend the policy transaction with valid policy terms in the 5BPI06/37 and/or the 5BPI07/38 field(s). |
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Property Form Type xx Unrecognized
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Identify the transaction and contact the company asking them to resend the policy transaction with a valid property form type in the 6HRU01 field. |
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Required group missing: Basic Insured |
Identify the transaction and contact the company asking them to resend the policy transaction with one valid 5BIS group. |
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Required group missing: Basic Policy |
Identify the transaction and contact the company asking them to resend the policy transaction with one valid 5BPI group. |
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Policy rejected because setup does not match the company code received xxxxxx (xxxxxx = the NAIC code sent by the company) |
The xxxxxx represents an NAIC code that is missing from your Company Setup. Correct the Company Setup to include this NAIC code. |
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Policy rejected because the transaction effective date is outside of the policy term |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid transaction effective date. The transaction effective date must fall within the specified policy term. |
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Unable to update database for record xxx |
Various records can be affected. Check the solutions database at the Vertafore Customer Care website at My Vertafore. The website contains the most up-to-date information about responding to these messages. Usually this message means that the company needs to correct a data problem in a particular record and then resend the policy transaction. |
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Policy rejected due to an unsupported line of business code received: xxxxx (xxxxx = the line of business code sent by the company) |
Manually enter the policy transaction. This line of business is not currently supported for download by AMS360. |
Group Rejects
| Message | Solution |
|---|---|
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Attachment Form missing or unknown xxx xxx = the actual code sent by the company. |
The attachment form type was not recognized by AMS360, and the attachment info was not loaded. Contact your download company and request that they correct the 5ATT01 to reflect a valid vehicle number, and then resend the policy transaction. |
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Company vehicle number is missing or invalid |
Contact your download company and request that they correct the 5VEH01 to reflect a valid vehicle number, and then resend the policy transaction. |
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Corresponding driver number, xxxx not found. Driving record for this driver could not be loaded. xxxx = actual driver number sent by the company. |
The transaction contained driver record information for a driver not found on the policy. Identify the transaction and contact the company asking them to resend the policy transaction with a valid 5DRV (driver number) for each driving record. |
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Coverage Code is missing |
Contact your download company and request that they review the 6CVH, 6CVA, etc. (coverage) records for this policy transaction for a missing coverage code. |
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A new coverage has been set up for coverage code xxxxx xxxxx = actual coverage code sent by the company. |
A coverage has been set up for a code that did not previously exist. The description is the same as the code. Please review the code in the Coverage and Endorsement Setup. |
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Driver name missing xxx xxx = the driver number sent by the company. |
Contact your download company and request that they include the drivers name in the 5DRV03 field, and then resend the policy transaction. |
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Driver number missing |
Contact your download company and request that they correct to include the drivers number in the 5DRV02 field, then resend the policy transaction. |
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Driver specific coverages are not supported |
Coverages sent attributed to specific drivers are not supported by AMS360 at this time. |
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Duplicate driver number received xxxx xxxx = actual duplicate driver number sent by the company. |
Contact your download company and request that they review all of the 5DRV02 fields in this policy transaction to identify and correct the duplicate number issue, and then resend the policy transaction. |
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Duplicate item number on scheduled property xxxx xxxx = actual duplicate item number sent by the company. |
Contact your download company and request that they review all of the 5PPI01/07 fields in this policy transaction to identify and correct the duplicate number issue, and then resend the policy transaction. |
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Duplicate location number received xxxx xxxx = actual duplicate location number sent by the company. |
Contact your download company and request that they review all of the 5LAG01 fields in this transaction to identify and correct the duplicate number issue, and then resend the policy transaction. |
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Duplicate snowmobile item number received xxxx xxxx = actual duplicate snowmobile item number sent by the company. |
Contact your download company and request that they review all of the 5VEH01/6SMB01 fields in this transaction to identify and correct the duplicate number issue, and then resend the policy transaction. |
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Duplicate vehicle number received. xxxx xxxx = the actual duplicate vehicle number sent by the company. |
Contact your download company and request that they review all of the 5VEH02 fields in this transaction to identify and correct the duplicate number issue, and then resend the policy transaction. |
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Duplicate watercraft unit number was received xxx xxx = actual duplicate watercraft unit number sent by the company. |
Contact your download company and request that they review all of the 6WAL01 fields in this transaction to identify and correct the duplicate number issue, and then resend the policy transaction. |
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Item number missing on scheduled property |
Contact your download company and request that they review all of the 5PPI01/07 fields in this transaction to identify and correct the missing number issue, and then resend the policy transaction. |
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Location Number is missing |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid location number in the 5LAG01 field. |
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Missing cause of loss code xxxxx |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid cause of loss code. This message is specific to the 5DCV08 field. OR In Coverage & Endorsement Setup, add the missing cause of loss code and then add it to the Commercial Property line of business coverage list. |
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Missing or unknown subject of insurance code |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid 6SOI (subject of Insurance) code. |
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Missing watercraft unit number, item not loaded |
Contact your download company and request that they review all of the 6WAL01 fields in this transaction to identify and correct the missing number issue, and then resend the policy transaction. |
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Name of additional interest is missing |
Contact your download company and request that they review the 5AOI05 to identify and correct the missing name issue, and then resend the policy transaction. |
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Nature of additional interest is not recognized xxx xxx = the actual code sent by the company |
Add this additional interest type to AMS360 List Setup, then manually update this policy transaction with this interest type, or have the company resend this policy transaction. |
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No supported Scheduled Personal Property coverage was received. Scheduled Property xx is not loaded xx = the actual code sent by the company. |
The supporting coverage code of SPP (scheduled personal property) was not found attached to the property summary group. Identify the transaction and contact the company asking them to resend the policy transaction with the necessary coverage (SPP) included. |
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Primary policy type unrecognized: xxxxx xxxxx = the actual line of business code sent by the company. |
For Personal Umbrella policies, information regarding an underlying policy could not be loaded due to an unknown line of business. If desired, manually input the policy transaction. |
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Scheduled Personal Property coverage xxxx is not supported Schedule is loaded xxxx = actual coverage code sent by company. |
A coverage code other than SPP (scheduled personal property) was found attached to a scheduled personal property summary. The schedule was loaded, but this coverage was not. |
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Sublocation number is missing |
Identify the transaction and contact the company asking them to resend the policy transaction with a valid sublocation number. |
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Unable to process subsequent CL Umbrella Excess Exposure Group |
Duplicate Commercial Umbrella information was received for this policy transaction. The Excess Additional Exposure information could not be processed. |
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Unable to process subsequent Underwriting Question Group Format |
Duplicate Commercial Umbrella information was received for this transaction. The Underwriting Question information could not be processed. |
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Unknown driving record code, xxxx record not loaded xxxx = actual driving record code sent by the company. |
Add this code to the AMS360 List Setup, then manually update the policy transaction to include this newly added code. |
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Unknown watercraft type code, item not loaded |
Contact your download company and request that they review the 6WAL02 to identify and correct it with an ACORD value code and then resend the policy transaction. |
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Unrecognized scheduled property class: xx xx = actual code sent by company. |
Add the property class code to the AMS360 List Setup, and then manually update the policy transaction. |
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Verify policy information illogical coverage received: xxxxx xxxxx is the coverage code received. |
Duplicate coverage information was received, and the duplicate code is displayed in the message. |
Field Rejects
| Message | Solution | |
|---|---|---|
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Company product code does not match setup: xxxx
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Verify whether or not the plan exists in Company Plan Setup. If it doesn't exist, add it. Then assign the plan to the company, using Plan Assignments in Company Setup. When you have completed the setups, manually update the policy or ask the company to re-send the policy transaction. |
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Invalid coverage amount: xxxxx xxxxx = the actual text received. |
Identify the transaction and contact the company asking them to re-send the policy transaction with valid 5DCV02/03 (coverage premium amounts). |
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Invalid coverage limit: xxxxx xxxxx = the actual data received in the transaction. |
Identify the transaction and contact the company asking them to re-send the policy transaction with valid 6CVC03/04 (coverage limit amounts). |
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Invalid deductible: xxxxx xxxxx = the actual text received. |
Identify the transaction and contact the company asking them to re-send the policy transaction with valid 5DCV04/05 (coverage deductible amount). |
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No premium information received for business auto coverage xxxxx xxxxx = the actual coverage code received without a corresponding premium |
A coverage code was received without corresponding premium information. If this is an error, contact the company asking them to re-send the policy transaction with correct information in the 5PIN. |
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Setup does not match company product code xxx xxx = the actual product code received in the field |
Verify whether or not the plan exists in Company Plan Setup. If it doesn't exist, add it. Then assign the plan to the company, using Plan Assignments in Company Setup. When you have completed the setup, manually update the policy or ask the company to re-send the policy transaction. |
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Unknown alarm system: x x = the actual alarm system code sent by the company |
The alarm system type on a commercial property policy could not be translated, and was not loaded on the policy. Update the policy manually. |
Warnings
| Message | Solution |
|---|---|
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A backdated endorsement has been loaded! |
Verify the newly loaded transaction with the prior policy image for possible error. The transaction has an effective date prior to the most recent date for a policy image already in AMS360. |
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Payment Plan: xxx xxx = the code as sent by the company |
The payment plan code sent by the company was not recognized, and not loaded. Identify the transaction and contact the company asking them to resend the policy transaction with valid 5PAY01 (payment plan). |
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This downloaded image contains a change in the insureds name and/or mailing address. Please review, and update customer file as necessary. Name data received "XXXX" |
The company is alerting you that the policy transaction includes a change in the insured's name. Review the transaction for details and update the customer information, if needed. This message appears only when the downloading company sends a flag indicating a change. |
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This downloaded image contains a change in the insureds name and/or mailing address. Please review, and update customer file as necessary. Address data received "XXXX" |
The company is alerting you that the policy transaction includes a change in the insured's address. Review the transaction for details and update the customer information, if needed. This message appears only when the downloading company sends a flag indicating a change. |
Direct Bill Commission Statement Download Error Message Categories
The following types of error messages can appear for downloaded policies:
| Error | Definition |
|---|---|
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Transaction Rejects |
The commission information did not load for a specific transaction. |
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Group Rejects |
An ACORD group did not load. Example If AMS360 can't find the policy/binder number, company code, effective or expiration date, line of business, premium or commission amount for a policy, then the commission information for that policy rejects. |
Direct Bill Commission Statement Download Error Messages
Select an error category to see specific errors that can appear on the Download Report.
Transaction Rejects
| Message | Solution |
|---|---|
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Company sent totals for statement dated: MM/DD/YY, followed by Total Items: ####, Total Gross Amount: $$$$$$$, Total Commission Amount: $$$$$$$ |
These are the direct bill statement amounts sent by your company in your direct bill download. The direct bill detail that was downloaded may have resulted in one or more AMS360 Direct Bill Statements. |
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Invalid Account Date received for Direct Bill Statement; entire transaction rejected |
The account date is not a valid date. Contact your download company and ask that they review your direct bill statement download element 6DBC02/06, and resend the transaction with a valid account date for the statement. |
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Multiple 6DBC groups received for DB statement |
More than one ACORD group (6DBC -- Direct Bill Summary Group) was received, or a 6DBC group was found in an incorrect location in the hierarchy. Contact your download company and ask that they review your direct bill statement download and resend the transaction. |
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Required group missing for DB Statement: Direct Bill Summary Group |
The ACORD group (6DBC -- Direct Bill Summary Group) was not received in your direct bill download and is required by AMS360. Contact your download company and ask that they review your direct bill statement download and resend the transaction with the required 6DBC group. |
Group Rejects
| Message | Solution |
|---|---|
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Unable to load statement record for item number #### due to missing Policy/Binder number |
The policy/binder number and/or the company NAIC code was not received. Contact your download company and ask that they review your direct bill statement download elements 6DBD05 and 6DBD06, then re-send the transaction with a valid policy/binder number and/or company NAIC code. |
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Unable to load plan type for policy '####' due to unknown plan type |
Verify whether or not the plan exists in Company Plan Setup. If it doesn't exist, add it. Then assign the plan to the company, using Plan Assignments in Company Setup. Contact the company and ask them to re-send the transaction. |
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Unable to load statement record for item number #### due to missing/invalid policy expiration date |
The policy expiration date was not received. Contact your download company and ask that they review your direct bill statement download element 6DBD19, and re-send the transaction with a valid policy expiration date. |
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Unable to load statement record for item number #### due to missing policy effective date |
The policy effective date was not received. Contact your download company and ask that they review your direct bill statement download element 6DBD18, and re-send the transaction with a valid policy effective date. |
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Unable to load statement record for policy #### due to unknown line of business |
The line of business code was not received or was invalid. Contact your download company and ask that they review your direct bill statement download element 6DBD15, and re-send the transaction with a valid line of business code. |
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Unable to load statement record for item number "####" due to unknown. Code received is: xxxxxx xxxxxx = the company's NAIC code |
The company NAIC code was not found in Company Setup. Add or correct the code in setup. Manually enter the detail that could not be loaded, or call the company and have them re-send the rejected transaction. If the NAIC code is correct in Company Setup, contact your download company and ask that they review your direct bill statement download element 6DBD06 and re-send the transaction with a valid company code. |
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Unable to load statement record for policy number "####" due to zero premium and zero commission amounts |
The Direct Bill Commission Statement was received with zero premium and commissions amounts. These items cannot be processed in a commission statement. |
What's Next?
Do you want to run the Download Report? See Report: Download for more information.