Advisers may see an "An Error Occurred" modal when running insurance quotes in Solution Builder for self-employed clients. This article explains what causes the error and the steps to try before contacting support.
Overview
Solution Builder validates client occupation and income data before generating insurance quotes. A known issue causes validation to fail for self-employed clients whose self-employment type was entered via the FactFind client portal, rather than being entered directly in the Smartr adviser interface. The root cause is a mismatch in how the self-employment type is stored by the client portal versus the adviser fact find.
Steps to try
Go to the affected client's fact find in Smartr.
Navigate to the Occupation section.
Review the self-employment type field (for example: Sole Trader, Limited Company Director, Partnership).
Re-select the self-employment type directly in the adviser fact find — even if the value already appears correct — and save the section.
Return to Solution Builder and attempt the insurance quote again.
If the error persists
If re-saving the occupation section does not resolve the issue, contact Smartr365 support with:
The client name and case reference
The self-employment type shown in the fact find
A screenshot of the error modal (including any reference code displayed)
This issue is being investigated by the engineering team and support can escalate your case if the workaround does not help.