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FAQ for Transition to Thomas & Company – Updated

By February 25, 2022March 22nd, 2022No Comments

Q. Should I still contact Equifax or login to CaseBuilder?

A. No. 501(c) Services (501) is no longer partnering with Equifax for claims management services. Equifax will no longer assist with any questions about claims and CaseBuilder access is no longer available. You should have received your login credentials for SHIELD, which is replacing CaseBuilder. If you need to contact the claims team regarding a claim or hearing, you can start a conversation with them directly, using the “Discussion” feature in SHIELD. You can also call or email them. Their contact information can be found here: (If you don’t have a login, you can register.)

Q. I haven’t set up my SHIELD account for managing claims or I forgot my password. How do I request my credentials?

A. The quickest way to receive login information is to email Please include your Trust ID and the name of your organization. You may also contact your 501 Client Relations Specialist for assistance.

Q. Are there training resources for SHIELD?

A. Yes. You can access tutorials at any time by logging into SHIELD and clicking on “Reference Materials” located in the left menu.

Q. What do I do if I receive an unemployment claim directly from the state?

A. If you receive an unemployment claim document, you can upload it in SHIELD (most secure) or you may forward it to Please allow 1 business day for SHIELD to reflect the document. If the claim is due the same day, reach out to your claims consultant to ensure timely processing.

Q. What do I do if I receive a call from a State Agency regarding an unemployment claim?

A. We will handle all inquiries from the state agencies. If a state agency contacts you for information, please advise them to call (615) 242-8246 or email

Q. Will there be any changes to the unemployment billing, payment, or payroll submission process?

A. No. If a claim should result in charges to your unemployment account, the bill will still come to us for payment. If you receive a billing statement directly from the state, please forward it to 501 as usual. All quarterly payroll reports should still be sent to

Q. Who should I reach out to if I need to update the contacts for my organization or request access to SHIELD?

A. As always, you can reach out to us, and we will be happy to assist and make sure all the appropriate parties are updated.

Q. How do I obtain claim activity or charge reports?

A. Your reports can be found within the SHIELD platform. Just select the appropriate option in the left menu. Claim activity reports can be found using the “Reports” link. Benefit Charge reports will be found by clicking the “Benefit Charge Portal” link. The Benefit Charge Portal is a new feature that is in the process of being added. If you do not see that option yet, please reach out to 501. We are happy to get that information for you.

Q. Will historical information be available in the SHIELD reports?

A. We are in the process of importing historical data from 2019, 2020, and 2021 into SHIELD. If the information you are seeking is not available in SHIELD yet, please reach out to 501 for assistance.

Q. What if I receive the email with my SHIELD credentials and I don’t login within 48 hours?

A. The link to finalize your setup will no longer work. Simply contact the SHIELD support team at or call (800) 310-8546 and a new active email link will be forwarded to you.

Q. Do I have a dedicated Claims Analyst as I did with Equifax?

A. Yes. However, while you will primarily work with a single Analyst you have access to an entire team and should always be able to reach someone for assistance. Click here to access a list of state-by-state agents. (If you don’t have a login, you can register.)

Q. How can I obtain a Reserve Account Activity Statement?

A. There are no changes to this process. Your activity statements will be emailed to designated contacts quarterly. You may also contact 501 if you need assistance locating a statement.

Q. Why are my claims not coming through SHIELD?

A. If your claims and charges are not being directed to the appropriate address, there could be an issue with the POA or TPA setup. If you completed the appropriate steps already, please note that it takes the state 6 weeks, on average, to process these changes. If you have not completed the appropriate steps and/or documents to facilitate the address change or you are not sure if you completed them, please reach out to 501 to take care of that as soon as possible.

Q. Do I need to let 501 know if I am changing payroll companies?

A. Yes. It is both recommended and appreciated. Payroll companies often use boilerplate POAs that remove the claims administrator from necessary roles. Partnering with 501 in advance can help eliminate any disruption to your claims process.

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