Zywave FAQ’s
Q: I am signed in but nothing happens when I click on a product. Why?
A: Check the top of the screen for a pop up blocker. You may have heard an odd beep sound. Click on designated link and allow pop ups only from this website.
Q: If I need additional training or refresher training, how do I get it?
A: Training for new employees or re-training for existing employees is provided through Agency Fuel in the form of recorded video sessions and live webinars. Go to agencyfuel.zywave.com, click on Partners on the blue menu bar, click on Zyconnect Sessions and select the class of your choice.
Q: If I am having trouble with the operation of a particular product, how do I get help?
A: Email the Zywave support team at or call 866-499-9283.
Q: What if I lose my user ID or password? How do I get another one?
A: Go to agencyfuel.zywave.com and click on “Forgot your login” and follow the instructions on the screen.
BB&T Resource Net
Q: My client says that they didn’t get the activation email. What do I do?
A: Ask them to check their junk email box. Sometimes their spam filter is set in such a way that the email goes to their junk email box.
Q: How can I use groups to manage my client portals?
A: When entering clients and prospects, add them to the appropriate division group for the agency. The agency may decide to use additional groupings to manage their clients. These would be added and maintained by the agency.
Q: How do I give a prospect access for a limited time?
A: Add the prospect with prospect portal (do not select the Employee Benefits or Contact Administration boxes) through AMC and send the activation email to prospect. Create task in outlook to remind you to deactivate the portal at the end of 14 days.
Q: What documents can be posted to a BB&T Resource Net portal?
A: Only documents within Broker Briefcase can be posted to a client portal. For best results, post documents from Broker Briefcase and not from the portal itself.
Q: What if I have a need to post a document to the portal for a client?
A: Any such documents would have to be approved. Send the request to Jewelle Ruble. Approvals for such documents will be very limited.
Q: How do I use default documents and links on my client’s Resource Net page?
A: Default documents and links are selected through Broker Briefcase. Careful selection of these documents will enhance the client’s portal and require little maintenance on your part. Do not over-select documents so the page appears cluttered. Know that any documents chosen for defaults will appear in the selection list for all users in your state.
Broker Briefcase
Q: Can I email a document directly out of Broker Briefcase to my customer?
A: You can email a document directly out of Broker Briefcase but it is best to use the tool to build out the email or it will not be customized with BB&T’s information. Understand that there are some documents on which BB&T will not appear.
HRconnection
Q: What are the operational guidelines for HRconnection?
A: The guidelines are:
1. Include only those benefits on which BB&T holds the AOR
2. The client must sign the approval document posted on InSite before the site is released.
3. Billing for the web site will be accomplished through Sagitta. The client will be charged $170 annually beginning with the launch date of the site.
4. Producers are not allowed to absorb this cost but these can be added to the fee agreement for fee based clients.
5. Turn off the site when plans are cancelled in BenefitPoint.
Plan Advisor
Q: What are the operational guidelines for Plan Advisor?
A: The guidelines are
1. These claims analysis reports are created by your agency staff from the renewal reports or claims reports supplied by the carrier
2. There is no cost for these reports to the client.
3. These reports can be created as frequently as you wish and used throughout the year to supplement Decision Master Warehouse reports.
Decision Master Warehouse
Q: What are the operational guidelines for Decision Master Warehouse?
A: The guidelines are:
1. These claim analysis reports should be ordered through your Zywave Champion.
2. The cost of this tool is $750 per download of carrier data. Billing for the web site will be accomplished through Sagitta.
3. The cost of this product can be added to fee agreements for fee based clients.
4. Producers are not allowed to absorb this cost.