When you can't change the Agent of Record/assigned agent/manager on a case, it's usually a permissions issue.

Check to see that you (the the agency/brand manager) and the new agent both have the proper permissions enabled in the system.

Quick reference

How to View & Save System Permissions
Permissions the Agency Manager Needs
Permissions the New Agent needs


How to View & Save System Permissions

To view, add, and save your permissions, go to My Account/Permissions.

Viewing account permissions in Insureio

If, based on the instructions below, you need to add a permission, check the desired box and click Save Permissions in the top-right of the Permissions tab.

Save Permissions button in top-right of Permissions tab in Insureio

Permissions the Agency Manager Needs

Edit Agent of Record

This permission is located in the Permissions tab, under My Account/Submission Options. Be sure you have this permission checked. If not, check it and save the permissions.

Permission setting: Edit Agent of Record

View/Edit Descendant

If you and your desired Agent of Record are in the same hierarchy group (this is the case most of the time), you need the permission to view/edit a descendant. Look in the Agency Management Display permission set on the right-hand side of the Permissions tab. Find the Hierarchy Related Permissions section. Make sure View Descendants and Edit Descendants are checked. If not, check them and save the permissions.

Permission setting: Edit Agent of Record

Multiple Brand Profiles

Changing the Agent of Record may require both users to have access to multiple brand profiles. If your agency only has one brand profile (i.e., there is only one possible brand all your consumers' policies could be under), you can skip this step. To give yourself (the agency manager) this permission, look in the Agency Management Display permission set on the right-hand side of the Permissions tab. Find the Branding Profiles section. Make sure Multiple Branding Profiles is checked. If not, check it and save the permissions.
Permission setting: Multiple Branding Profiles

Permissions the New Agent Needs

Multiple Brand Profiles

  • Look in their My Account/Permissions tab. Check the left-hand side and look for the Branding Profiles section. Make sure Multiple Branding Profiles is checked. If not, check it and save the permissions. Not sure how to view a sub-user's profile? Click here.
    Permission setting: Multiple Branding Profiles
  • Case/Consumer Brand Access

    Make sure your new Agent of Record is assigned to the brand profile of the relevant consumer/case. Go to Agency Management/Branding Assignments. Type your new Agent of Record's Insureio username into the Add a User box. Then type the desired brand profile name into the Add a Brand/Profile box. They will appear together beneath the search boxes, with the brand(s) listed above the agent(s) you have selected. Tick the box beneath the brand name to enable it for each agent you selected. Click the green Save button at the bottom of this section. Permission setting: Multiple Branding Profiles