Locked Out of Amazon Again?
Locked out of Amazon again? You’re not the only one. Over the last two weeks, carriers everywhere have been hitting walls with RMIS verification. These slowdowns come and go, especially during peak season, but RMIS / Truckstop is usually solid, clearing most certificates within about three business days.
The real trouble starts when agents and/or motor carriers drag
their feet at renewal. The longer you wait to renew or get your COI out the
door, the more likely you are to end up locked out and losing loads.
We’ve helped countless carriers, some not even our own
insureds, get cleared with RMIS after their agents dropped the ball. The Amazon
compliance process has never been particularly smooth, but we hate to see good
carriers locked out.
Amazon loads grind to a halt because of
insurance-verification problems with Registry Monitoring Insurance Systems
(RMIS) / Truckstop. Carrier swill be downgraded and lose access to better load
boards via Amazon when non-complaint.
We’ll walk you through what’s happening, how to diagnose the
issue, how to fix it fast, and how to keep it from happening again.
What’s Going On
When you sign up for Amazon Relay, you have to meet Amazon’s
insurance and compliance standards. Their FAQ lists that your company must
have:
- Commercial
General Liability (CGL) at least $1 M per occurrence / $2 M aggregate
- Auto
Liability at least $1 M per occurrence, including trailer-replacement
coverage of $50,000
- Cargo
coverage at least $100,000
- Workers’
Compensation where required
Amazon uses third-party systems like RMIS and Certificial to
check that your insurance matches their criteria and is properly credited. If
RMIS hasn’t cleared your certificate of insurance (COI), Amazon will refuse to
let you book loads.
Common Reasons You’re Still Locked Out Even After
Submitting a COI
Here are the pain points we’ve seen in the field. One of
these is usually the culprit.
1. COI Lacks Required Coverage or Has Wrong Info
Maybe it says $1 M but doesn’t show the aggregate on GL.
Deductibles are missing. Or it lists your company but not RMIS as the
certificate holder. Sometimes the address is wrong.
If your certificate misses anything, RMIS flags it as
“non-compliant.” Then they email your agent for an update, which burns time you
don’t have.
2. COI Was Submitted by You, Not Your Agent
RMIS and freight platforms often require the insurance
agency to send it directly. Carriers who send a PDF themselves may find it
ignored.
3. MC/DOT or Company Info Doesn’t Match SAFER
When your DOT number, carrier name, or authority info
doesn’t align with what Amazon or RMIS has on file, the system hangs. Always
make sure your FMCSA contact info matches.
If you recently changed your address on SAFER, your insurance carrier may have posted a new filing. A new COI needs to be sent to RMIS so that they know there is no lapse in coverage due to the new filing posting date.
4. Time Delay + Backlog
Even when everything’s right, carriers report waiting
several days, sometimes a week, for RMIS to update. Their typical turnaround
with no follow-up is three business days.
Here’s the part most people don’t know: sending too many
certificates, or blasting them to every RMIS or Truckstop email you can find,
can backfire. Their AI triage system flags duplicates as spam and deletes them
before they ever reach a processor. One clean, correctly labeled submission
from your agent beats ten random resends every time.
To that we say: get a better agent. One who won’t stop until
your COI clears, your portal updates, and you’re back on preferred boards. The
right agent keeps records, documents communication with RMIS, and helps you
dispute any unfair downgrade.
Each day you’re locked out is money lost. We don’t take that
lightly.
5. Safety or Compliance Score
Even if your insurance is perfect, Amazon checks safety
metrics like BASIC scores. If your safety performance is weak, you may get
flagged or restricted. That part has nothing to do with your COI or your agent.
What You Should Do Right Now
Follow this checklist to unstick yourself fast:
- Get
a better agent at renewal (call us 254-294-7798) and renew early to
allow time for COI processing.
- Call
your agent. Ask them to send the COI directly to RMIS and confirm the
following:
- Insurance
carrier matches filings
- Coverage
amounts meet Amazon’s minimums
- Trailer-replacement
coverage is listed
- RMIS
is shown as the certificate holder with the correct address and email
- Dates
are current and valid
- Check
your DOT/MC info. Make sure your company name, DOT number, and address
exactly match SAFER and Amazon.
- Document
everything. Save screenshots and emails to prove timely submission.
- Follow
up until cleared. A solid agent will handle this, but if you’re still
locked out after 3 to 5 business days, escalate. The broker or shipper can
request a rush (with Amazon, not likely to happen, like ever), but a
proactive agent will push RMIS to review your certs immediately.
If you haul Amazon exclusively, one hiccup can stop your
income cold. Renew early, work with an agent who updates every system right
after binding and keep your own proof of submission.
How to Dispute an Amazon Relay Downgrade
So, you finally got cleared with RMIS / Truckstop, but Amazon still
downgraded your performance score. Now you’re sitting in the “limited access”
zone, watching better-paying loads pass you by. Here’s what to do next:
1. Don’t panic, document.
Gather proof that your insurance and filings were active the
entire time. You’ll need:
- Your
COI showing current effective dates
- The
email or submission confirmation from RMIS or your agent
- Screenshots
from the RMIS portal showing processing or clearance
- Any
Amazon Relay messages showing “pending verification”
The goal is to prove you were compliant when they
flagged you.
2. Open a case inside the Relay portal.
Go to Support → Account → Insurance/Compliance and submit a
case. Attach every piece of proof you have. Be direct, not emotional. Example:
“Our policy was active and verified by RMIS / Truckstop on
[date]. We were locked out due to processing delay. Please review and restore
our performance level.”
Here’s an email you can try also: relay-am@amazon.com
3. Have your agent back you up.
Amazon responds faster when it comes directly from a
licensed agent, not the carrier.
A good agent will send a verification letter on agency
letterhead confirming the coverage was active during the period in question. They will also explain if the mistake was on
the agent’s side and take responsibility to get you back on track. They will have proof on file that RMIS stated they updated the portal, if applicable.
4. Keep records of everything.
Every email, every ticket, every response. If your rating
isn’t restored after a week, reopen the case and attach new documentation.
Persistence pays here.
5. Use it as leverage next renewal.
If your agent’s delay caused the downgrade, make it clear
you won’t deal with that again. A downgrade costs revenue and credibility, not
just inconvenience.
Truck U Take
If you’re locked out of Amazon because of RMIS or
certificate issues, fix it now. This is your business stalled over paperwork.
Build a repeatable process so it never happens again. If you are relying on one freight
source and one verification system, you’re always one delay away from no
loads. You have to get it right the first time!
If your agent ghosted you and RMIS has you grounded, call 254-294-7798
or email info@trucku.biz. We’ll get your paperwork moving and your
wheels turning.
Disclosure:
This post is for educational purposes only. It’s not legal advice, insurance
advice, or a substitute for calling your agent. We’re good, but we’re not
psychic. Policies vary, laws change, and courtrooms get weird. Don’t make
decisions based solely on something you read on the internet, unless it’s from
us, in writing, with your name on it.
All opinions are our own and do not represent the views of
any carrier, employer, or underwriting department that occasionally wishes we
were quieter on LinkedIn.
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