Creating and Managing Cases

Creating a Case

Select the business type (mortgage, remortgage, buy-to-let mortgage, buy-to-let remortgage, or insurance), then search for and add the relevant clients using the blue + button. Once all clients are added, press Create Case.

Important: all clients linked to the case must be added at this point — they cannot be added retrospectively.

Complete the case fields and select the documents you need. Document date fields update automatically throughout the year. If a required document isn’t in the list, use Add Custom under Custom Documents.

Reusing Documents from a Previous Case

When creating a new case for an existing client you’ll be asked if you’d like to reuse previously uploaded documents. You can also trigger this later via the three-dot menu on the case and selecting Reuse Docs.

Editing a Case

Use the Edit Case tab at any point to update case details, request additional documents, or change the case status. The lead client can also be changed here.

Case Status

Update the status via Status within Edit Case. This moves the case to the relevant tab on your home page: Open, Application, Offered, Terms, Paid, or NPW. Once a case is marked as Not Proceeding With, the client can no longer access any case information.

Mark as To Do

Cases with recent activity (new documents, signed documents, or new chat messages) appear automatically on the To Do tab. You can also manually flag any case using Mark As To Do on the case itself.

Case Notes

A case notes section is available at the bottom of every case. Enter your note and press Post Update — the author, date, and time are recorded automatically. Case notes are visible to all linked advisers and administrators but not to clients. Notes cannot be deleted, but can be struck through using the delete icon.

Client Notifications

Surecase automatically notifies clients by email when a new chat message is sent or a new document is requested. To suppress a notification for a specific document request, untick Notify Clients by Email after selecting the document type.

Downloading a Case

Press Download Case to export all case documents, case notes, and chat history in a single file. The originals remain on the portal.

Deleting a Case

Press the red Delete Case button to permanently remove the case along with all its documents, notes, and chat history.