Use this report to review the sync status for all applicable policies, accounts, carriers and institutions.
What the Report Includes
The Swivel Sync Report shows products that meet both of the following criteria:
The policy has a status indicator of Pending or Open, and
The policy is associated to a connected institution in Swivel Sync
🔍 Tip: The product status indicator (Pending / Open / Closed) is different from the product status label. Custom labels can appear in the report as long as they are configured to a Pending or Open indicator. Policies with any other indicator, and/or tied to an institution that isn't connected, won't appear — keeping the report aligned with the Sync Activity dashboard. See also 🔗 Product Statuses.
Running the Report
From the main menu, go to Reports.
Find the Swivel Sync Report tile > click Run Report.
Go to Search bar > enter a contact or product number to find a specific policy or account.
Click the Filter button > Select any additional criteria to drill down your results using the following options > click Filter.
Sync Status
Sync Source
Connected Institution
Product Line
Product Type
Products
Agents
Clicking the Sync button located next to a policy or account to manually initiate a force sync request.
🔍 Tip: You can also access the Swivel Sync Report directly from the 🔗 Swivel Sync Dashboard > Sync Activity > clicking any of the status metrics. Clicking any status metric will navigate to the respective, filtered Swivel Sync Report.
Sync Statuses Explained
Each product in the report is assigned a sync status based on its sync attempt activity over a rolling 7-day period:
Sync Status | Definition |
Success | The product has had at least one successful sync attempt in the last 7 days. |
Not Found | The product has had one or more “Not Found” attempts in the last 7 days, and no successful sync attempts during that window.
|
Not Yet Synced | The product has had no sync attempts in the last 7 days, or has had attempts but none have succeeded yet.
|
Using the Report to Investigate Sync Results
Beyond viewing sync status, the Swivel Sync Report is the primary place to investigate sync results and follow up on records that need attention. Two common scenarios are covered below:
"Not Found" Results
When a product appears as Not Found on the report, Swivel Sync was unable to locate it on the carrier or institution site using the data on file. The most common cause is a mismatched policy or account number — even a small difference (extra space, missing leading zero) will produce a Not Found result.
To investigate, work through these checks in order:
Confirm the policy or account number. Sign in to the carrier or institution website and locate the record. Compare the number on the carrier site against the number stored in Swivel — they must match exactly. Including any leading zeros, spaces, or extra characters will result in a mismatch. If they don’t match, update the number in Swivel and re-run the force sync.
Verify product availability. Check whether the product has been closed, canceled, terminated, or had an agent of record change on the carrier site. If it’s no longer active or accessible under the current credentials, Swivel Sync won’t be able to locate it.
Check your access permissions. Confirm the linked login source has access to the policy. The product may exist under a different book of business, login credentials, or require different user permissions on the carrier portal.
🔍 Tip: If you’ve confirmed the policy number is valid and the carrier site shows the policy as inactive (Closed, Surrendered, Terminated, AOR Change), resolving status-mistmatches can be found here: 🔗 Force Syncing Policies & Accounts from the Force Syncing Policies & Accounts article.
Carrier Book of Business vs. Swivel CRM
As covered in the What the Report Includes section above, the Swivel Sync Report only shows policies already in Swivel that meet the sync criteria. To compare a carrier’s full Book of Business against what’s stored in Swivel CRM — to find policies missing from Swivel, or policies in Swivel that are no longer at the carrier — the Product Report is a better fit.
Recommended approach:
Pull the carrier’s current Book of Business. Request or download an up-to-date book of business report from the carrier portal.
Run the Product Report, filtered by the same carrier.
Compare the two side by side. Add any missing policies to Swivel, and update the status of any policies in Swivel that are no longer at the carrier (e.g., terminated, surrendered, AOR change).