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Password Reset for Consumers: Broker Line Procedure

The Broker Team is able to assist brokers with completing password resets for their consumers.

To complete a password reset the broker or consumer must be able to verify three pieces of identifying information on the consumer account profile.

Key points:

  • Password resets can only be completed over the phone. Email requests will not be accepted.
  • Broker/SHOP is only able to complete one password reset per call in order to protect consumer data.
  • Broker must verify three personal identifiers contained in the consumer’s account.
  • Broker line representative provides broker with consumer’s username and resets the password on the consumer’s account.
  • Representative will provide the temporary password for consumer’s account which will be valid for 24 hours.
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