Upload Proof Safelink

After the customer has e-signed the enrollment, the system will request the needed proof to be uploaded to the application.

The Quest App has a Guided Upload proof method, which helps the agent make sure the proofs being uploaded are correct, and if needed reminds them to take a picture of the back of the proof.

Guided Upload Proof Process

First screen of the process will remind the agent what proofs must be uploaded, letting them know that they will start the process at this point.

This screen shows:

1) This message informs the agent that the upload proof process will begin at this point.

2) This section shows all the documents that need to be uploaded into the enrollment.

3) If available, some examples of valid documentation will be shown by the Quest App.

By hitting NEXT, the system will take the agent to the next step: taking the needed pictures of the proofs. 

Proofs photo process

The next screen will let the agent know what proof to upload, based on the enrollment needs.

The idea of this process is that agents can upload all the necessary proofs and cover all the documentation needed.

The first thing the agent must check is the proof being requested at that time. This screen has three sections:

1) Informs the ST Agent about the proof that needs to be uploaded in this step. In the screenshot example, the agent will be uploading the customer’s photo ID (Government ID, US Driver's license, Green Card , etc...)

2) By hitting the TAKE A PHOTO button, the tablet’s camera will open, to take the photo of the proof to be uploaded.

3) In case the customer does not have the needed proofs, this button can be used to go to the next step, which can be either upload another proof (if needed) or to finish the account creation.

If the agent selects “TAKE A PHOTO” the camera will open to take the proof picture.

After the picture has been taken, the Quest app will ask the agent to confirm the picture taken is legible and valid to be used as proof.

The Quest app will also ask the agent if a second picture of the proof is needed, in case the back of the card or document being uploaded has information as well:

By selecting NO, the system will go to the next step.

If “YES” is selected, the camera will open again, to take the second picture.

If more documents are needed to complete the proof upload for the enrollment, the Quest app will show in the next screen which document should be uploaded next. The information of the document needed will always be shown in the title of this section.

Most common reasons for a qualification proof to be classified as invalid are:

• Proof submitted is a photocopy
• Proof submitted is not legible
• Proof submitted is not under applicant or benefit recipient’s name
• Proof is missing photo of the back
• Proof is from another State
• Proof is expired

The upload process will be completed one proof at a time, for each of the proofs the enrollment needs according to the system validations.

These can be:

• Address Escalation
• PII TPIV Escalation
• HHW Process
• Dependent Escalation
• Moving Escalation

To obtain complete information of each type of escalation, please review the System Validations Module.

After uploading the requested documents, the status of the proofs will change to PENDING BO REVIEW.