Overview
An Agent of Record (AOR) change moves the servicing of an active Monoline policy from another agency to yours. You submit the request from the Monoline dashboard, the policyholder accepts or declines from their Customer Portal, and Monoline records the transfer as a zero-premium endorsement.
Nothing about the policy changes. Coverage, premium, and terms stay exactly as they are. Only the servicing agent and agency change, and your commission begins at the next renewal.
Before you start
The policy must be active and bound. Expired, cancelled, and unbound policies return "not found".
The policy must be with another agency. To move a policy between agents inside your own agency, use "Reassign" on the policy page instead. That path needs no policyholder consent.
Only one pending request per policy is allowed across all agencies. If another agency has a pending request, you'll need to wait until it is declined or expires.
The policyholder's email can't match the email of any agent involved in the request. If it does, contact Monoline to process the change.
Start the request
Open Resources from the top navigation and select the Agent of Record Change card.
Under New Request, enter the full Policy ID (for example, CC MPU 1234567-00) and search. Prefix, spacing, and capitalization are forgiving.
Review the transfer details. You'll see the policyholder's name, a masked email address, every policy number in the group, and the policy period. The Change Summary shows the current Agent of Record on the left and the new one on the right.
If you're an agency or team admin, choose who will become the new Agent of Record. Account Executives always request as themselves.
Submit the request.
You'll see the confirmation "Your Agent of Record request is on its way", and the request appears at the top of Request History with a Pending status. The policyholder receives an email with the subject line "Agent of Record Change" right away.
What the policyholder sees
The email signs the policyholder into their Monoline Customer Portal. A banner at the top of their dashboard names you and your agency, lists the policies covered, and restates that coverage, premium, and terms don't change. It also shows the date they need to respond by.
They choose Accept change or Decline. Accept completes the transfer immediately. Decline keeps their current agent, and no changes are made.
The Accept and Decline actions live only in the portal, never in the email itself, so a forwarded email can't approve a transfer.
Important: The 10-day decision window
The policyholder has 10 days to respond. Monoline sends them a reminder on day 1 and a final reminder on day 5. If there's no decision by day 10, the request expires and both sides are notified that nothing changed.
Resubmitting a request re-sends the same email with the same link. It does not restart the 10-day clock.
Track the request in Request History
Below the New Request form, Request History lists every request you can see. Account Executives see their own requests, including ones submitted on their behalf. Agency admins see the whole agency. Search by policyholder, Policy ID, or Account Executive.
Each request shows one of five statuses:
Pending: Waiting on the policyholder. The row shows the expiration date.
Accepted: The transfer is complete. The policy number links straight to the policy page.
Declined: The policyholder said no. Their current agent stays.
Expired: No decision within 10 days.
Cancelled: The request was withdrawn.
Expand any Pending, Declined, Expired, or Cancelled row to see the change summary and the History timeline, which records every step from submission to the final outcome. Accepted rows don't expand, since the policy page now holds the full record.
From an expanded Pending row you can:
Resubmit Request: Re-sends the email to the policyholder as a nudge.
Cancel Request: Withdraws the request. The policyholder's review link stops working and both sides are emailed.
Only the requester, the receiving Account Executive, or an agency admin can resubmit or cancel a request. To try again after a decline or expiry, submit a new request. The old one stays in your history.
What happens after acceptance
The whole policy group transfers together. If an umbrella policy has an excess policy or an unbound renewal quote, they move with it.
The policy appears in your dashboard, and the previous agency loses access to it.
Monoline regenerates the declarations for each policy with your agency's information. The policyholder receives updated documents by email once they're ready.
You receive an email confirming the policies are now in your book. The previous agent is notified as well.
Commissions
Commission for the current term stays with the previous agency. Your commission begins at the policy's next renewal. If a post-transfer endorsement results in a refund, the refund commission is split between the two agencies.
Frequently asked questions
Can the policyholder decide over the phone or by email? No. The decision has to be made in the Customer Portal, where the policyholder is signed in. Monoline can't accept a decision on their behalf.
The policyholder didn't get the email. What now? Open the request in Request History and select Resubmit Request. Ask the policyholder to check their spam folder for "Agent of Record Change".
I don't see the Agent of Record Change card under Resources. The feature may not be enabled for your agency yet. Contact Monoline support.