Customer Support

1. Log in to your Student Portal and go to the My Training tab.
2. Navigate to your "Livestream" course card and click Continue.

   Tip! For Illinois classes, the Livestream card is the second lesson in the Pre-licensing tab.

3. View your current class date in the upper right of the class card. Click the calendar (Change Class) icon in the bottom left.
4. Select your desired class date and click Confirm.
5. Your scheduled class date will now appear in the upper right of the class card.

Need more help? See the visual guide

At XCEL, we’re committed to providing the ultimate learning experience, which is why we back every purchase with our refund policy. Our commitment to quality education promises peace of mind when selecting our courses.

Online Courses

Starting from the date of purchase, students have 30 days to request a refund.

Livestream and Classroom Courses

Students have until 3 days prior to class start to request a refund. Livestream and Classroom students who do not attend their scheduled class will not qualify for a refund. Students can swap to a self – paced online course if they no longer qualify for a refund.

All Modalities

If any course (sold individually or in a package) is accessed, the course/package is non – refundable.

Textbooks and shipping are non – refundable.

Any refunds will be refunded less a $24.95 refund fee.

To request a refund, please contact XCEL Solutions at 866-559-9235 Monday through Friday from 8:00am to 7:00pm ET.

If you are a resident of Alabama, Kentucky, Nevada, and Oregon, please submit your refund request in writing by sending an email to Customer Support ([email protected]).

The old student dashboard was retired on December 31, 2024, and course access is no longer available. To continue, you’ll need to restart your course by purchasing a new course in the new XCEL Student Portal.

Extensions are no longer available for courses purchased in the old student dashboard. If you didn’t complete your course by December 31, 2024, you’ll need to restart by enrolling in a new course in the XCEL Student Portal.

No, progress and course details from the old student dashboard are no longer accessible after December 31, 2024. If you need proof of completion for state or employer requirements, please contact XCEL support team.

Yes, XCEL will submit certifications for any courses completed on or before December 31, 2024. Please allow up to 7 business days for processing.

If you purchased a course before September 10, 2024, you will not have an account in the new Student Portal. You’ll need to create a new account when purchasing a new course in the new XCEL experience.

The new Student Portal offers an improved experience, including intuitive navigation, progress tracking, faster resource access, and a streamlined learning process. You can restart your journey by enrolling in pre-licensing, continuing education, or exam prep courses.

Progress cannot be transferred between the old and new systems. If you didn’t complete your course by December 31, 2024, you’ll need to enroll in a new course in the XCEL Student Portal to continue your learning journey.

To enable pop-ups in Safari on an iPhone:

1. Open the Settings app.
2. Scroll down and tap on Safari.
3. Under the General section, toggle off the Block Pop-ups option.

For Google Chrome on iPhone:

1. Open the Chrome app.
2. Tap the three dots in the bottom right corner and select Settings.
3. Tap on Content Settings.
4. Tap Block Pop-ups and toggle it off.

To enable pop-ups in Chrome on Android:

1. Open the Chrome app.
2. Tap the three dots in the top right corner and select Settings.
3. Scroll down and tap on Site settings.
4. Tap Pop-ups and redirects.
5. Toggle the switch to allow pop-ups.

For Samsung Internet on Android:

1. Open the Samsung Internet app.
2. Tap the three horizontal lines in the bottom right corner and select Settings.
3. Tap Sites and downloads.
4. Tap Block pop-ups and toggle it off.

To enable pop-ups in Google Chrome:

1. Open Google Chrome.
2. Click the three dots in the top right corner and select Settings.
3. Scroll down and click on Privacy and security.
4. Click Site Settings.
5. Under Content, click on Pop-ups and redirects.
6. Toggle the switch to allow pop-ups.

To enable pop-ups in Mozilla Firefox:

1. Open Firefox.
2. Click the three lines in the top right corner and select Settings.
3. Go to the Privacy & Security panel.
4. Scroll down to the Permissions section and uncheck the box next to Block pop-up windows.

To enable pop-ups on a Mac using Safari:

1. Open Safari and click on "Safari" in the top menu.
2. Select "Settings" (or "Preferences").
3. Go to the "Websites" tab.
4. In the sidebar, scroll down and select "Pop-up Windows."
5. For the website where you want to allow pop-ups, choose "Allow" from the dropdown menu next to the website's name.

To enable pop-ups in Google Chrome on a Mac:

1. Open Google Chrome.
2. Click the three dots in the top right corner and select Settings.
3. Scroll down and click on Privacy and security.
4. Click Site Settings.
5. Under Content, click on Pop-ups and redirects.
6. Toggle the switch to allow pop-ups.

To enable pop-ups in Microsoft Edge:

1. Open Microsoft Edge.
2. Click the three dots in the top right corner and select Settings.
3. Scroll down and click on Cookies and site permissions.
4. Click on Pop-ups and redirects.
5. Toggle the switch to allow pop-ups.

Rubi™ AI is an AI study assistant built specifically for insurance education and compliance.

Built inside our exam prep platform, Rubi™ AI is trained to be your study partner, helping candidates review concepts, study in multiple languages, generate practice questions, create flashcards and build study plans while studying for your insurance exam.

To access Rubi™ AI within the platform, click the red Rubi icon, then type your question or select a prompt to get started.

Rubi™ AI appears inside the learning platform. Simply click on the icon in the bottom right corner to start asking study questions, translate content into multiple languages, request flashcards, generate lesson summaries, or get explanations for insurance concepts.

Yes. Rubi™ AI is built directly into the exam prep program. It’s available 24/7 in exam prep, so you can get answers or study support anytime.

Rubi™ AI is trained on insurance exam content, XCEL’s proprietary exam prep resources, and licensing & compliance requirements. With this knowledge, Rubi™ AI helps explain concepts and supports your study process.

Because licensing rules and regulations can change, we always recommend confirming your state requirements or contacting our support team if you are unsure.

Yes. Rubi™ AI operates within a secure, closed system across learning platforms and is committed to protecting user privacy and always safeguarding personal information. It will not ask for sensitive information like payment details or private personal information.

Conversations may be stored securely so we can improve Rubi™ AI’s recommendations and study support features. Access our privacy policy for more details.

Absolutely! If your question is more complex, or if you prefer speaking with a real person, you can always contact our team.

While Rubi™ AI is available 24/7 to answer questions and provide guidance, you can still reach out for personalized support during available business hours.

You can reach our team by visiting our support page where you’ll find all available options to get assistance, including Sales contact information if you're looking to make a purchase.

No problem! You can ask the AI Agent to clarify, or you can connect with our team to confirm before you enroll.

Yes, we invite your feedback! Your feedback helps us improve the AI Agent so it serves you better. Use the "thumbs up" or "thumbs down" feature and type in additional feedback.

Yes, it has access to current state requirements and insurance guidelines. We regularly update Rubi™ AI with the latest course options and compliance rules.

However, since compliance is strict, we recommend checking your state’s governing agency or contacting our team.

Rubi™ AI supports active learning by helping you:

• Translate content into multiple languages
• Ask questions about insurance regulations and exam topics
• Get simplified explanations for complex concepts
• Generate flashcards for key terms
• Create personalized study plans
• Review lesson material in new ways

This helps you continue moving through your studies instead of getting stuck.

Yes. Rubi™ AI is specifically trained on insurance industry concepts and XCEL’s proprietary exam prep materials.

This means it understands how candidates are tested and can help explain tricky scenarios that often appear on state insurance exams.

No. Rubi™ AI is designed to support your learning, not replace your coursework or instructors. It acts as an additional study resource to help reinforce the material you are learning.

Rubi™ AI is a tool designed to help you better understand exam topics and stay engaged with your studies. While it can be a powerful study partner, passing the insurance exam ultimately depends on your preparation and understanding of the material.