1) What are the system and/or software requirements to utilize QUEST (online order system)?
2) What type of security does the QUEST online system have?
3) How do I get access to the QUEST system?
4) What if I forget my password for QUEST?
5) How do I place an order online?
6) How do I change the requirements, or request something other than the standard age/amount requirements?
7) Where can I view the order details, such as appointment dates, completion dates, barcodes, or updates from the nurse?
8) How do I check the status on an order?
9) How do I cancel an order?

Q: What are the system and/or software requirements to utilize QUEST (online order system)?

A: To utilize the QUEST system, a user requires a system with Pentium 166 or better, 32 Meg of RAM memory or better and an Internet connection. The system requires Windows 95 or better, Internet Explorer 4.0 or Netscape. The browser should have 128-bit encryption level.

If you do not have this, you can download this from Microsoft at the following address: http://www.microsoft.com/windows/ie/downloads/recommended/128bit/default.asp

Q: What type of security does the QUEST online system have?

A: The most important concern with any system that operates on a public network such as the Internet is security. An encryption certificate is licensed from a central agency named GeoTrust. The application is implemented using secure sockets (SSL), which enables the information to remain secure. Once an application user logs onto the system, all information is encrypted during transfer between the browser and the application server.

Q: How do I get access to the QUEST system?

A: Go to our website at www.qus.ca. Once you've entered our site, on the left-hand side of any page within the site, you will see "login to QUEST". When you click on this link, you will be prompted to decide if you wish to enter the site in "English" or "French", as our order system is bilingual. Once you select your language of choice, you will be transferred to the "login" screen, asking for your username and password.

You will see a link beneath the "Login" button that says "New users click here to register". When you click on that link, you are transferred to the registration page. On this page a user fills in their information (name, address, phone number, email address, etc.) and selects a username and password. Once you submit your registration, you will immediately receive email verification that your registration was received, and you can immediately begin using the QUEST system.

Q: What if I forget my password for QUEST?

A: Go to our website at www.qus.ca. Once you've entered our site, on the left-hand side of any page within the site, you will see "login to QUEST". When you click on this link, you will be prompted to decide if you wish to enter the site in "English" or "French", as our order system is bilingual. Once you select your language of choice, you will be transferred to the "login" screen, asking for your username and password.

You will see a link beneath the "Login" button that says, "Forgotten your password? Click Here." You will be transferred to a screen that asks you to enter the username you selected on your registration. Enter your username and click on "Submit". Your password is immediately emailed to the email address you provided on your registration.

Q: How do I place an order online?

A: Go to our website at www.qus.ca. Once you've entered our site, on the left-hand side of any page within the site, you will see "login to QUEST". When you click on this link, you will be prompted to decide if you wish to enter the site in "English" or "French", as our order system is bilingual. Once you select your language of choice, you will be transferred to the "login" screen, asking for your username and password.

Enter the username and password that you selected when you registered, and click on the "Login" button. You are now logged into the QUEST system. We suggest at this point that you save this page to your "Favorites" (or "Bookmark" this page), so that you can return to this page more quickly in the future.

Once you've saved/book marked the page, click on "Create Order" at the top of the page, and simply follow the prompts. Once you've entered all of the order information, you will be prompted to confirm and submit your order. Once you do so, you are given an order number and the order is immediately entered into our "live" system, there is no delay between when you place an order and when we receive it.

Q: How do I change the requirements, or request something other than the standard age/amount requirements?

A: The last prompt you receive before submitting an order into the system, asks "Any comments, additions, deletions, etc.?" This field can be used to provide any additional notes or instructions on the file (ex: the best time to call an applicant), and is also used to request any changes to the requirements. Please state the services that you require, the reason for the change (if applicable) and if an underwriter requested the change in requirements, please note the underwriter's name in this field as well. If the branch requires any clarification regarding the services you've requested, you will be contacted for verification before they proceed with the file, in order to ensure that the correct services are performed on your client.

Q: Where can I view the order details, such as appointment dates, completion dates, barcodes, or updates from the nurse?

A: Once you've logged into QUEST, click on "Order Summary" at the top of the page. You will be transferred to a screen with a variety of search options. You can search by order number, client name, date of birth, etc. Fill in the search option(s) you want, then click on the "Filter" button (Note: If you want to pull up a list of ALL of your orders, leave all the search options blank and simply click the "Filter" button).

You will now see an order summary, listing all the orders that matched your search criteria. This summary only shows you the basic details of each order. To the left of each order in the summary is a green checkmark. Click on the checkmark beside whichever order you wish to view. This will actually take you into the order, where you can view all of the details/information for that order.

Q: How do I check the status on an order?

A: Login to QUEST and click on "Order Summary". Using the search fields, pull up the desired order in the summary and then go into the order by clicking on the green checkmark located on the left side of the order you want to view. Once you're in the order, you will see an appointment date if the order is scheduled, or a completion date and barcode (if applicable) if the order has been completed. You can also view all of the comments from the medical professional, detailing when messages have been left, etc.

If you do not see a current update on the order, you can request an update directly from the branch handling that specific order. Click on the button marked "Email", in the top, left hand-corner of the page. This will generate an email that is sent directly to the regional branch office of QUS that is handling that specific order. Simply note in the text field of the email that you require an update on that order and then send the email. The branch office will obtain an update on the file and then update the QUEST system with the new information.

Q: How do I cancel an order?

A: Login to QUEST and click on "Order Summary". Using the search fields, pull up the desired order in the summary and then go into the order by clicking on the green checkmark located on the left side of the order you wish to cancel. Once you're in the order, you will see a button marked "Email", in the top, left hand-corner of the page. Click on that button, which will generate an email that is sent directly to the regional branch office of QUS that is handling that specific order. Simply note in the text field of the email that you want the order cancelled and then send the email.