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Frequently asked questions


Registration and access questions



How to find and run reports


Data details and understanding the reports


Now that I have access, what reports can I run and where do I start?

All registered users have access to Standard CR&A Reports. Depending on the coverage that a customer has with Unum and the security access that the customer has granted to each employee, the menu items in the Create a Report Menu will vary.

If this seems overwhelming, check out the Where Do I Start? section for easy ideas on how to use the website and the various reports.


I thought I had access, but I can't logon. What happened and what can I do about it?

There are a couple of possible reasons:

  1. The registration form has been submitted and you are in the system as a potential user, but the process is not yet complete. You may not have received your Authorized ID and password, or may not have set up your Security Questions.
  2. You accidentally mistyped your logon ID and/or password 3 times.
  3. Your employer has terminated your access.

The good news is you can simply call CR&A Support Services to help you (800-678-6614). If the issue is related to your employer terminating your access, you will need to work with your employer to re-instate your access.


What are the most popular reports?

One of the reasons that there are so many different reports is to accommodate the different styles that people have. Some people like to see the data listed out individually (transactional reports) and others like to see the data combined (analytical reports). We find that many users start with the transactional reports (like the Claim Status Report) to get the basic information that they need and as they become more savvy, they turn to the analytical reports to help identify some of the patterns that are affecting their workforce.


Some reports take a long time to download. Is there a problem with the system or my computer?

The download time can be affected by several issues. One issue may be the size of the report. For example, the date range and the number of report views affect the size of the report and the download time. For large reports, the download can take several minutes. Additionally, the speed of your Internet connection or the speed of your local area network can greatly affect download times. Modem connections in particular can require significant time to download large reports. Another factor is that download speeds may vary according to your local area network "traffic" at the time of the download.


I just ran 2 reports. Why don't the total number of claims match in both reports? And/or why is the duration different?

A general rule of thumb is that it is important to read through the Data Details in the individual reports because, while the user choices on two reports might be identical, the report-defined information might be different. The date range and claim type affect which claims will be pulled into the report.

Though we recommend reading the details for each report, there are high-level cheat sheets for all CR&A Standard Disability. For a short synopsis on the differences in duration calculations for all of the reports, check out the duration information in the Understanding the Data Details for All Reports section.

In addition to date range and claim type considerations, sometimes the discrepancy is related to the frequency that the data is updated. If you think that may be the case, you can refer to the Cheat Sheet of Available Reports by Product and Frequency of Updates for a quick view of data updates for all reports.


How can I tell if my company experience is good or bad?

It is important to stress that your company experience is neither good, nor bad. What is important to note is that a company's claim experience can be affected by a number of factors. For more insight, read the Understanding the Peer Comparisons (Comparable Business) and Interpreting the Reports sections.


Can I schedule a report to run automatically?

Select customers can save their favorite report wizards without having to step through the wizard every time. Using this feature, you can:

  • Save commonly used report wizards (with unique names and descriptions)
  • Schedule reports to run automatically and receive notification by e-mail when they are completed
  • Retrieve any completed reports (reports which were scheduled or unscheduled)


My scheduled report didn't run. How come? And what can I do about it?

One reason why a scheduled report will not run is if you schedule a one-time scheduled report to run on the same day that you schedule the report.

Another common reason for scheduled reports not running is related to security changes. When the security associated with the logon ID is changed (e.g., adding access to new reports), the scheduled report will no longer run. Here's the reason why it doesn't work and what you can do about it:


A unique number is assigned to all reports which are saved and scheduled. For security purposes, the report (with its unique number) is only available to the logon ID of the user who created the report. When your security changes, the saved report is no longer connected to your logon ID.

What to do about it

To get the scheduled report up and running again, simply follow these easy steps:

  1. Open up the saved report (in My Report Wizards) and step through the wizard again (click Next on each screen).
  2. At the end of the wizard, click the Save button in Save Selections as My Report Wizard section.
  3. The process of saving the report again will re-set the unique report number allowing it to run at the previously scheduled time.