Sending documents and emails securely

We believe doing business with us securely should be as easy and straightforward as possible. That’s why we recommend you use our document upload facility and send secure service.

Document upload facility

Designed to improve efficiency by reducing processing times, our secure document upload facility offers you and your clients a faster underwriting service. In just a couple of clicks you can electronically certify your clients’ documents and upload up to 20 files with a maximum size of 4MB each.


Simply log in and visit manage cases to search for a case and upload your documents using the ‘document upload’ tab.

Uploading your documents FAQs

How do I access the facility?

Simply log in to the website, go to manage cases to search for a case and upload your documents using the ‘document upload’ tab.

Can my administrator use the facility?

Yes, administrators can use the document upload facility when they’ve logged in to the website with their introducer code and password.

Can I use the facility for all cases, regardless of their status?

Your case will need to be at the 'processing' stage for you to use the document upload facility. For example, you will not be able to use the facility for cases that are under appeal, declined or not yet submitted.

Is there a maximum document size?

The maximum number of documents is 20 per upload, however, any separate number of uploads can be made for Is there a maximum document size?

The maximum number of documents is 20 per upload, however, any separate number of uploads can be made for each case. The maximum size for each document is 4MB.each case. The maximum size for each document is 4MB.

Which file formats are accepted?

Accepted file formats are PDFs, Word documents, Excel documents and images such as JPEG and TIFF files – NOTE: Due to the reduced quality of jpeg images we do not accept these for identification and verification purposes.

How do I certify documents?

You must electronically certify that you have seen originals or certified copies of documents by ticking against the document. There is no need to stamp them or sign 'originals seen' before scanning and uploading them.

How do I ensure documents conform to PCI Data Security standards?

PCI Data Security standards require the removal of any sensitive information such as card number, CVC and PIN, before documents are scanned or uploaded. You will need to tick to confirm that you have done this before uploading documents.

Can I add notes to a document?

Yes, there is a notes field assigned to each document, so you can add any comments you'd like to send us in relation to specific documents.

Will I receive confirmation of uploaded documents?

You will receive a confirmation message on screen when your documents have been uploaded successfully. This will show you details of the documents and will give you the option to print a copy for your own records.

Will the status of outstanding actions in 'case tracking' be updated?

The status of any outstanding documents in 'case tracking' will only be updated when documents have been reviewed by the underwriting team, so you will not see the status change immediately after you have uploaded outstanding documents.

I need to contact you but don’t have any documents to send, shall I use this service?

If you don’t need to upload any documents, simply send us an email using our send secure email.

Send secure

With send secure you can maintain client confidentiality and send and receive emails safe in the knowledge that the content is secure. It’s essential that all emails containing client details are sent using send secure. Emails you send can only be read by us and those we send to you can only be read by you. What’s more, it’s a free service and you don’t need to install any software to use it. Simply email us at, quoting your unique introducer code to request access.

How to use send secure

  • Email us at to request access to send secure
  • When you've set up your account, log in here or save the web address to your favourites to make it easy to access each time
  • Create and send secure emails: log in to send secure and you will automatically be directed to a screen to create a new email. Click the 'send secure' button to send your email when you're ready
  • Opening a secure email you've received from us: each time we send you a secure email, you will receive it in your normal email inbox. Click on the attachment to open up the login screen - simply log in and your secure email will be displayed
  • Reply to a secure email we have sent you: click 'reply' or 'reply to all'
  • If you would like to keep a copy of any secure emails you send, you need to send a copy to your own mailbox. You can do this by clicking the 'copy me' link prior to sending the email.

Can't send or receive secure mail?

In some rare instances it is possible that your email account will not allow you to receive send secure messages from us. The most usual cause is that the firewalls you use to protect your systems are set to reject this type of communication.

We recommend that you configure your firewall settings or white-list to allow access to -

If you continue to have trouble receiving our secure mail, please contact our Intermediary Support Team on 0800 121 7788 (selecting option 3) and they will arrange a referral to our Technical Helpdesk who may ask to speak to those responsible for your IT.

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