Frequently Asked Questions (FAQ's)

Getting Started with T.R.U.S.T.: 

How do I access the T.R.U.S.T. platform? 

• You can access the T.R.U.S.T. platform by visiting the website and logging in with your registered account credentials. 

What are the system requirements for using T.R.U.S.T.? 

• T.R.U.S.T. is a web-based platform, and therefore, it is accessible through a standard web browser. You will need an internet connection and a compatible web browser to use T.R.U.S.T.. 

Is there a mobile app for T.R.U.S.T.? 

• Currently, T.R.U.S.T. is primarily accessible through web browsers on desktop and is fully responsive on mobile devices. We do not offer a dedicated mobile app at this time. 

Can I use T.R.U.S.T on multiple devices or browsers simultaneously?

• Yes, you can access T.R.U.S.T. from multiple devices and browsers simultaneously. Your data is synced in real-time across devices.

What languages is T.R.U.S.T available in?

• T.R.U.S.T. is currently available in English. Please contact our customer success team to request T.R.U.S.T. in another language.

Account and User Management: 

How do I create a new T.R.U.S.T. account for my company? 

• To create a new T.R.U.S.T. account for your company, please contact our customer success team. They will assist you in the account setup process. 

What roles and permissions can I assign to users within my organization? 

• T.R.U.S.T. offers various user roles, such as admin, user, and read-only, each with different levels of access and permissions. Admins have full control over the account, while users and read-only users have restricted access. You can also have bespoke role designs for each company. Speak to your company admin or customer success manager to find out more.

How can I reset my password if I forget it? 

• You can reset your password by clicking on the "Forgot Password" link on the login page. Follow the instructions provided to reset your password. 

What do I do if I need to remove a user from our T.R.U.S.T. account? 

• Admin users can manage user access by navigating to the user management section within T.R.U.S.T.. Simply locate the user you wish to remove and follow the prompts to deactivate their account. If you have trouble with this please contact the customer success team.

How can I recover a deactivated user account?

• Admin users can reactivate a deactivated user account by navigating to the user management section and following the prompts to restore access. If you experience issues please contact your customer success manager.

Using T.R.U.S.T. Features: 

Can you transfer coverage from a Master Policy inside T.R.U.S.T.? 

• Using a Master policy you are able to transfer coverage. A full step-by-step guide can be found here.

Can you personalize the columns headers and format the fields? 

• Each tab will allow you to customize the fields you see. Where you see the "Show/Hide Columns" button or "Show/Hide Filters" will allow you to change your view.

What is the process for requesting coverage changes? 

• Within the Coverage tab you are able to request new coverage, multi coverage requests, managing DCL and much more. As T.R.U.S.T. has an open API link to the carriers when a request is submitted this gets automatically sent to the insurer and a response is generated automatically in line with the carriers response times.

Can I generate reports and analytics in T.R.U.S.T., and how? 

• Yes, you can generate reports and analytics in T.R.U.S.T. by navigating to the reporting section on the panel of the left of the screen. Select the report type and criteria, then click "Generate" to obtain your desired insights. If you cannot see the report you are looking for, reach out to FGI and we can get this sorted for you.

How do I set up automated alerts and notifications? 

• T.R.U.S.T. allows you to configure automated alerts and notifications in the settings & preferences section. Specify the triggers and recipients, and the system will send alerts based on your preferences. See a full guide here.

What are the steps for tracking claims within T.R.U.S.T.? 

• To track claims, access the Claims tab at the top of the ribbon in T.R.U.S.T.. You can review the status of any potential claims you might need to make, and take necessary actions within these sections. A full guide is here.

Can I send a full summary to my lender through T.R.U.S.T.? 

• Yes, within T.R.U.S.T. there is a report to send a full Summary compliance report directly to your assigned Loss Payee.  A full guide is here.

Can I track premium payments when they due for users clients? 

• Yes, within T.R.U.S.T. we have a feature called Policy Premium Tracking. This feature allows factoring and banking T.R.U.S.T. companies to track their internal clients payments toward a policy premium and be alerted when policy premiums are coming due or are overdue.  A full guide is here. If you would like this added please contact your customer success team.

Troubleshooting and Support: 

I'm experiencing technical issues with T.R.U.S.T.. What should I do? 

• If you encounter technical issues, please reach out to our customer success team or submit a ticket here. We will promptly assist you in resolving the problem. 

How do I contact T.R.U.S.T. support for assistance? 

• You can contact our support team through our support portal, email, or phone. 

How long until T.R.U.S.T. logs you out due to inactivity? 

• You can contact our support team through our support portal, email, or phone. 

Can I link T.R.U.S.T. to my backend lending system to automate the update of accounts receivables information?

• Yes, T.R.U.S.T. just need a consistent key to link to the correct debtor party, however T.R.U.S.T. also allows your customers to upload directly.

Can T.R.U.S.T. manage in multiple currencies?

• Yes, T.R.U.S.T. recognizes an array of different currencies. Speak to your customer success manager if you're unsure.

Security and Data Privacy:

How is my data secured within the T.R.U.S.T. platform? 

• T.R.U.S.T. prioritizes data security and employs industry-standard encryption and security measures to protect your data. We also regularly conduct security audits to ensure compliance. Our security statement can be found here.

What measures does T.R.U.S.T. take to ensure data privacy and compliance? 

• T.R.U.S.T. adheres to data privacy regulations and industry best practices. We have strict data access controls and privacy policies in place to safeguard your information. You can view more about our privacy policy here.

What is the data retention policy for T.R.U.S.T.? 

• Our data retention policy is designed to retain data for a defined period based on regulatory requirements and and your preferences. You can access detailed information about data retention in our privacy policy.

How often is T.R.U.S.T updated, and are updates automatic?

• T.R.U.S.T. is regularly updated with new features and improvements. Updates are typically automatic, ensuring you always have access to the latest enhancements. All of these will be published on FGI TRUST Updates page.

Training and Resources:

Is there any training available to help me make the most of T.R.U.S.T?

• Yes, we offer training sessions and resources to help you maximize the benefits of T.R.U.S.T.. Please speak to your customer success manager to schedule training or access training materials.