Reference

Troubleshooting

The failures that actually happen, each with the fix — plus the questions agencies ask before they switch it on, and where to reach a person.

If something is off#

Claude keeps asking me to connect.: The connection was revoked, or it lapsed — an unused one lapses after 30 days, and every connection asks again after 180. Connect again.
It says I have no agency workspace.: Platform staff and policyholder accounts can’t connect. Sign in with your agency login — the one you use at work in Brella OS.
It can read but not change anything.: The connection was allowed to read only. Disconnect it in Brella OS → Settings → Claude, connect again, and leave “Get work done” ticked.
I can’t see a policy.: A User sees only the policies assigned to them, and so does their Claude. Ask an Owner or Manager to assign it to you.
It stopped working after I changed my password.: That is by design: a password reset disconnects every connection you hold. Connect again.
Claude says a tool needs a permission it does not have.: The connector answered 403 insufficient_scope and named the scope to ask for. In Claude that usually becomes a re-consent prompt; if it does not, disconnect and connect again with “Get work done” ticked.
Claude is in the wrong agency.: A connection holds exactly one workspace. Connect again and pick the other one on the consent page — a person who belongs to two agencies keeps two connections.
Connecting fails, or it asks to sign in over and over.: Check the address is the www host exactly. brellapartners.com redirects to www.brellapartners.com, and a redirect across hosts drops the Authorization header.
Claude Code added the server but no tools appeared.: The server is added but not yet authorised. Run /mcp, choose brella-os and sign in; your browser opens Brella OS and hands you back to the terminal.

Reading an error#

If your client shows you the raw error, these are the ones the connector produces. None of them half-runs a tool: a refused call changes nothing.

401: Means
Unauthorized; What to do
No token, an expired or revoked one, or you are no longer a member of that agency. The reply carries a WWW-Authenticate header, and a well-behaved client starts the sign-in from it.
403: Means
insufficient_scope; What to do
The connection was allowed to read only, and the tool writes. Re-authorise with “Get work done” ticked.
403: Means
Not your book; What to do
The policy exists, but not for you: a User sees only what is assigned to them. Ask an Owner or Manager to assign it.
405: Means
Method not allowed; What to do
Something sent a GET or a DELETE to /mcp. The server is stateless and answers POST only.
503: Means
Unavailable; What to do
A backing service is down rather than a permission problem. The status page says which.

Live availability of the connector, the database and everything behind them is on /status. If a call fails and the board is green, it is a permission or a scope, not an outage.

Questions#

What can Claude see?: Exactly what you can see in Brella OS, checked again on every request. An Owner or Manager sees the agency’s book; a User sees only the policies assigned to them. If you leave the agency, the connection stops on its next request.
Does anything reach my customers without me?: No. Anything a policyholder would see — a message, a document request, a question in their portal, a certificate, a published advisory, a stage change, a claim status — Claude asks you first, every time. So does anything that can’t be undone.
Where does my data go?: When you ask Claude to do something, it asks Brella OS for the records that task needs, and Brella OS sends them to Claude at your direction. What reaches Claude is handled under your own agreement with Anthropic. Brella keeps a record of the connection — who, which workspace, which permissions, when it was last used — and never your conversations. The details are in our privacy policy, under “Connecting Claude to Brella OS”.
Does Anthropic train on my data?: How Claude handles your conversations is governed by your agreement with Anthropic and Anthropic’s privacy policy. Brella makes no promise on Anthropic’s behalf.
Does it bind coverage or move money?: No. It records what people at the agency do. Marking a policy “bound” in Brella OS is a record, not a binder, and Brella has no carrier transport — nothing goes to a carrier from here. A person at your agency reviews and sends everything that leaves it.
What if Claude does something I didn’t intend?: Every change is on the policy’s activity log as “your name via Claude”, so you can see what changed and put it right. Anything outward or permanent asked you first. And you can revoke the connection at any moment in Brella OS → Settings → Claude.
Is this Bird?: Bird is the agent built into Brella OS. The connector gives Claude the same tools under the same rules: what Bird does on its own, Claude does with your normal approval, and what Bird asks you before doing, Claude asks too.
Who can connect?: Members of an agency with a Brella OS login — Owners, Managers and Users. Brella OS is invitation-only. Platform staff and policyholder portal accounts can’t connect.
How do I disconnect?: In Brella OS, open Settings → Claude and revoke the connection; an Owner can revoke any connection into the workspace. Resetting your Brella OS password disconnects every connection you hold.

Still stuck#

Write to brella-os@brellapartners.com and a person reads it. It helps to say which client you are using, which agency workspace, what you asked for, and what came back — including the tool name if your client showed you one. Do not send us a token: there is nothing we can do with it, and we cannot read yours even at our end, since only hashes are stored.

If the connection itself is the problem, revoking it in Brella OS → Settings → Claude and connecting again resolves most of what is left. Nothing is lost by reconnecting: the work Claude did is on the policies, not in the connection. If you think something has been used that should not have been, revoke it first and write to us second — revocation takes effect on the next request, and Settings → Claude shows every connection into the workspace, including ones an Owner did not create.

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