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TheHub FAQS combined

TheHub FAQs

How do I register for an account on TheHub?

All users of TheHub must have their own username and password to access the site. Please follow the instructions below to register a user account:

  • To apply for a user account visit TheHub homepage and click ‘Need to register’ which can be found in the top navigation bar.
  • Enter your agency number and click ‘Search’ which will then bring up your agency number. Click ‘Select’ to the right of your agency number. (If you don’t know your agency number, please email broker support: [email protected].)
  • Complete the form and click ‘Next.’
  • When you have submitted your request, you will receive an email confirming that your account is being processed.
  • If your agency has a broker administrator in place, they will receive an email requesting them to authorise your account request.

Please note: If you do not have a broker administrator in place you should email the NIG broker support team: [email protected]. Your account request cannot be processed until a broker administrator is in place.

  • Once your account has been authorised, you will receive an email containing your username and password, which will allow you to log in immediately.
  • Please keep your username and password safe and do not share them.

How do I log in for the first time?

  • Enter the following URL into your internet browser:  https://thehub.nig.com
  • Enter your username, found in your registration email, into the first box (the username will be a combination of your surname, first initial, and a number).
  • In the second box, enter your password from the second email. (We recommend that you copy and paste the password from the email – if you enter this information incorrectly more than three times, your account will become locked, and you will need to contact your broker administrator for a password reset.)
  • Click ‘Log in’, which will take you to the secure site.

Please note:

  • If you are logging in with a new password for the first time, you will be taken to a page that prompts you to change the system-generated password to a password of your choice.
  • In the first box on this page, you will need to re-enter the system-generated password from your email. In the second box, enter a password of your choice. (Please note the password must be at least 8 characters long and contain at least one number and special character).
  • Then confirm your new password in the third box.

What do I do if I’ve forgotten my password, or my account is locked?

  • Use the self-service password reset option on the site – this can be found on the homepage underneath the login section by clicking on the ‘Forgotten password?’ button.
  • Alternatively, you should ask your broker administrator to reset it for you.
  • If you are a broker administrator, contact NIG broker support team via [email protected].

What do I do if I’ve forgotten my User ID?

Please contact your broker administrator who will be able to advise. If you do not know who your administrator is, then please contact the NIG broker support team via [email protected].

How do I amend my details on the site?

Please contact your broker administrator or send a request to [email protected] to update the details on your user account.

How do I get access to online products?

If you need access to additional services, such as commercial quotes or cover notes, please ask your broker administrator to update your access.

Why can’t I share my username and password?

For your security and ours, we discourage users from sharing passwords. If you know anyone in your agency who does not have their own username and password, please advise them to contact their broker administrator who will be able to set up a unique account for them.

Why can’t I share an email address with a colleague?

When you apply for an account, you will be asked to enter an email address. Your email address is used by NIG to send you information about TheHub and to communicate your log-in details which for security reasons must be kept secure and confidential.

Site & access issues

How do I report technical or user issues with TheHub?

Please send as much information and a screenshot to [email protected]

Typical information required is:

  • Date / Time of error
  • Login ID
  • Exact error message
  • In which part of TheHub did the error occur?
  • Which browser (and browser version) are you using?

Please always try to access the site from another device before contacting the broker support team. If you can access the site from another device without any problems, this indicates the issue originates from your IT setup, and you should speak to your IT Support team to resolve it.​

Access Denied / Internet Explorer cannot display the webpage:

An Access Denied error message when using our site might be caused if your cookies are disabled, or if the site does not recognise your browser (this sometimes happens if you access the site via a proxy server).

If you are accessing the site via a proxy server, please try the following. (Please note you may need to clarify with your IT support team that you are permitted to amend the proxy and cookie settings on your PC):

  • If you are using Internet Explorer, you may be able to turn off this option under the Tools/Internet Options menu and then by clicking the tab ‘Connections’.
  • Click the ‘Lan Settings…’ button, and then unclick the option box to use a proxy server.
  • Click ‘OK’.
  • Close the browser and try the site again.

Firewalls / Internet restrictions may also be blocking access to TheHub, please add the following to your exceptions list:

  • thehub.nig.com
  • *.nig.com

If you have any questions not covered in this guide, please contact brokersupport@first