Frequently Asked Questions (FAQ)
ISO ClaimSearch®: The Property/Casualty Insurance Industry's Comprehensive System for Improving Claims Processing and Fighting Fraud
I'm trying to log in to ISO ClaimSearch®, and the system is telling me that my ID or password is invalid. What should I do?
To reset your ISO ClaimSearch password, please use the "Forgot my password" link under the login fields and follow the four easy steps to create a new password.
What's the difference between a password reset and an inactive ID?
To help maintain system security, you must reset your ISO ClaimSearch password every 30 days. The system will prompt you to reset your password within those 30 days. Also, if you try logging in with an incorrect password more than three times, you will need to reset your password. Use the "Forgot my password" link under the login fields and follow the four easy steps to create a new password.
If you do not use your ISO ClaimSearch ID and password for 90 days, your ID will become inactive. (If you do not use your ID within 30 days of the time ISO initially sets it up, it will also become inactive.) You cannot use the "Forgot my password" link to reactivate an invalid ID. Instead, you must get one of your company's authorized contacts to request reactivation.
If you do not need to use ISO ClaimSearch for 90 days or more, you can still keep your ID active by logging in and logging right back out. You will, of course, need to reset your password every 30 days.
If the authorized contact has an active ISO ClaimSearch ID and password, he or she may log in and get you a temporary password. If the authorized contact cannot do that, you may call the ISO Customer Support Center at 1-800-888-4476.
Why do I need to have one of my company's authorized contacts send a request to reactivate my ID?
The ISO ClaimSearch database contains sensitive personal information. To be sure ISO does not grant access to anyone who has left a company, we require a reactivation request from the authorized contact. The authorized contact may also add or deactivate users.
How long will it take to have my ID reactivated?
The standard processing time is 24 to 48 hours. We often process requests faster than that.
ISO just reactivated my ISO ClaimSearch ID, but I didn't get Claims Inquiry access. What's going on?
If your ID became inactive because you didn't use it for 90 days, ISO automatically removed access to Claims Inquiry. When requesting reactivation, your company's authorized contact must specifically state that you need access to Claims Inquiry.
Claims Inquiry access is a separate subscription service. If your company does not subscribe to the service, you cannot get access. To add Claims Inquiry access to your company's subscription, a decision maker should call the ISO Customer Support Center at 1-800-888-4476.
Someone who works below me in my office is an authorized contact, and I am not. Why?
Someone who no longer works for my company is an authorized contact. What should I do?
In some companies, the ISO ClaimSearch authorized contacts never actually use the system. ISO deactivates their IDs after 90 days of not using the system. But because they are often still responsible for deciding which employees should have access to ISO ClaimSearch, we keep them as authorized contacts.
How can I get access to Decision Net®?
How long does it take for a Decision Net report to come back? Where do I go to check on Decision Net reports I have ordered?
Some reports come back instantly, and others may take four to six weeks, depending on the source of the information in the report.
Select the "Decision Net" tab in ISO ClaimSearch. Under "My Reports," select the "Status & Results" link. There you will find each ordered report listed as either pending or complete. If a report is still pending after six weeks, call the ISO Customer Support Center at 1-800-888-4476.
How do I change information on a claim that my company has already submitted?
You can change all submitted claim information except claim number, date of loss, policy number, and policy type by reindexing the claim. Go to the "Claims Reporting" tab and from there select the "Claim Submission" tab. Enter the claim number, date of loss, and policy number. Then click "Next."
When the system locates your claim, you'll get a pop-up saying "Record Found in Database." You will then get a summary page where you will be able to adjust previously submitted information and add any new information you have received on the claim. After making any necessary changes or additions, you must click "Submit" to save the changes.
You cannot change claim number, date of loss, policy number, and policy type by reindexing the claim. If you need to change any of that information, you must ask ISO to delete the claim. Please call the ISO Customer Support Center at 1-800-888-4476 to request deletion. You may then resubmit the claim with corrected information.
I saw the words "Death Master" in an ISO ClaimSearch match report. What does that mean?
Death Master is the Social Security Administration's master list of deceased persons. The words in a match report are an alert that the Social Security number submitted for a claimant belongs to a deceased person.
Where do I find OFAC matches?
When you submit a claim, ISO checks it against the watch list of potential terrorists and drug traffickers published by the Office of Foreign Assets Control (OFAC) of the U.S. Department of the Treasury. You'll find any matches on your "Reports" page under the "Claims Reporting" tab. If you do not see the match at first, click the "View All Office Reports" button. Under the "Type" column, you will see the label OFAC for any OFAC match reports.
What is my office code?
Your ISO ClaimSearch office code is a nine-character code used to differentiate offices and branches within your company. Your initial confirmation e-mail gives your code. If you have misplaced it, please call the ISO Customer Support Center at 1-800-888-4476.
The system is asking me to add my office code. Where do I put it?
To add or update your office code (or other adjuster information), select the "Claims Reporting" tab and then the "Preferences" tab. Enter the office code (and other information) in the provided fields. Click "Add" after each entry. When you're finished, click "Update" in the upper right-hand corner.
How long will I continue to receive automatic updates?
For a period of time after you submit a claim, ISO ClaimSearch sends you an automatic update report whenever the system receives a new claim containing information that matches your original claim. Automatic update reports eliminate the need to re-search the database during the update period.
The service is available for all claims submitted under Universal Format and casualty claims submitted under the old monoline or legacy format. The update period depends on the type of claim and the method of submission:
- Auto Universal Format – 30 days
- Property Universal Format – 60 days
- Casualty Universal Format – 1 year
- Casualty monoline – 6 months
ISO ClaimSearch will discontinue support for all legacy reporting by system-to-system transmission on December 31, 2011.
I'm a law enforcement user, and I'm having trouble accessing ISO ClaimSearch. Can you help?
Please call the National Insurance Crime Bureau (NICB) at 1-800-447-6282, extension 7003.
Where can I find online manuals for ISO ClaimSearch and Decision Net?
You can access user manuals on the ISO ClaimSearch home page under the "User Manuals and Guides" link.
How can I get online billing detail for ISO ClaimSearch services?
Insurance companies do not get access to ISO ClaimSearch billing detail through the ISO ClaimSearch site, since their charges are based on reported premium, not transactions.
Once you've established online access, you can view billing detail for ISO ClaimSearch or Decision Net through the ISO ClaimSearch site. Select the "Account Management" tab. Then select the "Billing Detail" link for the appropriate service.
How do I sign up for ISO ClaimSearch training?