Understanding Your Support Resources

The myCOI Support team is here to help when you run into questions or issues while using myCOI Central. Whether you need technical assistance or have a question about how something works in the platform, we are just a phone call or email away and ready to help you move forward. Use this guide to make sure your request reaches the right team the first time so you can get to resolution faster.

Your Customer Success Manager (CSM)
Your Customer Success Manager is your strategic partner at myCOI. For account-level questions, renewal conversations, and ongoing strategy, your CSM is your go-to contact. For day-to-day support needs, the myCOI Support team is your first stop.

 

How to Reach the Support Team

You can contact the team by email or phone during regular business hours.

• Email: [e-mail]
• Phone: [phone] x 105
• Hours: Monday through Friday, 8:00 AM to 6:00 PM EST

When you reach out by email, including a clear description of what you need and any relevant details such as a vendor name, division, or screenshot will help the team respond as quickly as possible.

What the Support Team Can Help With

The level of support available to your team depends on your subscription type.

If your account includes Concierge or Pro services, the myCOI Support team is actively involved in managing your compliance program alongside you. They can assist with system issues, requests related to your compliance workflow, and any questions your vendors and their insurance agents have during the registration or compliance process.

If your account is on an Essentials or Enterprise subscription, the myCOI Support team provides technical assistance for your internal team, including things like: password resets, login issues, and general questions about how to use the platform. Vendor and agent outreach and communications related to compliance and registration are managed by your team directly. Your vendors and their insurance agents can reach out to the myCOI Support team directly for technical assistance such as portal access issues.

If you are not sure what subscription type your account is on, feel free to reach out to us for confirmation.

Contract and Lease Extraction Requests

If your requirement set up includes lease or contract extraction services, you can send those requests to [e-mail]. Include your company name, division name, tenant/vendor name, and attach the contract/lease. We will process the extraction and follow up once complete.

Billing and invoicing questions
For accounting or invoicing questions, please reach out directly to [e-mail]. The myCOI Support team is not able to assist with billing inquiries.