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Please read:  Thank you for keeping your portal maintained on a regular basis. By updating your portal, we are able to process and complete work orders more smoothly. Please remember that if you have a delay longer than 7-10 days or if there is a situation that is partially or fully non-covered to please call into Authorization to give an update. In addition, please update your portal record as well. Doing your part helps us all maintain a happy consumer base. Thank you again for working with us and continuing to provide a great service to all of our customers.
Attention Fidelity Portal Vendors:

We are implementing TWO ADDITIONAL new changes to our portal to improve the user-ability and overall efficiency. The changes listed below will be visible on your portal on Wednesday morning, 8/13/14 at around 9 A.M. Please let us know if you have any issues with your portal by either calling your vendor rep or our portal department.
  1.  This symbol will appear on your service trip grid next to work orders that need to be updated. It will populate when the estimated completion date passes when a follow-up trip was needed. When this symbol appears, please update the portal immediately with your current status in the ‘current comment’ box. Remember, when typing in the current comment box please type the date before your newest comment. (For example: “8/22: Part expected to arrive on 8/27”).

  2. When you invoice a work order through the portal, the invoice button will change indicating you have already processed the work order. See the example below.
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  4. PLEASE DO NOT FORGET - The Scheduling Suspended option that was expanded to the appointment side of the portal is only supposed to be used sparingly. Please DO NOT use this status if a call is outside of your service area or you do not work on the item listed. Please also do not use this if the homeowner wants to cancel. If you cannot service a call for any reason and want the call to be re-dispatched or cancelled please call into our Authorization or Dispatch department directly. You should still type the current status in the comment box, but leave it as appointment pending. A correct example to use this option is if the customer is out of town and there will be a long gap in service (at least a full business week), or if you are instructed by FNHW to hold off on scheduling a call for any reason until further notice. Thank you!