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.