Policy Changes
How are policy changes reflected in the billing system for APEX Auto?
Policy changes are made and viewed in real time; however, clients may have questions about their monthly amount due.
For most states, after how many days from the due date is a cancellation letter typically sent for non-payment?
+2 days
What must be done in Policy Center to change the billing due date after the original policy effective date?
The policy will need to be canceled and re-written.
What are three common reasons a refund might be issued on an APEX personal auto policy?
Credit from a cancellation, overpayment, or a policy change that resulted in excess credit
What does “paid, not bound” mean in the context of APEX personal auto policies?
The purchase of a policy is attempted but not fully completed
When does a policy change affect the monthly premium amount?
When a policy change creates a charge, it is spread over the planned months remaining in the policy term, temporarily increasing the monthly amount due until the renewal.
In Alaska, how many days after the due date is the cancellation letter sent for mid-term non-pay?
+2 days
Can a policyholder retain their prior premium if the premium changes upon re-write?
They will not have the option to retain the prior premium.
If the last payment was made by credit or debit card, how is the refund processed?
Processed back onto that card
Name two common reasons why a policy might be paid but not bound.
Signatures acquired, payment accepted, but browser closed before bind; or payment made before batch is run
What happens to unpaid, partially paid, billed, due, and planned months’ premiums when a policy change creates a credit?
The credit will smooth over all months billing and planned.
In Arizona, what is the effective date on the cancellation letter for mid-term non-pay?
+8 days
Where do you adjust the effective date to the correct requested date in Policy Center?
On the Policy Info screen
How long do most electronic refunds take to appear in the client’s account?
3-5 business days
Should you create a ticket or activity if a policy is paid, not bound, and waiting for the batch process?
No; it can count against the RBI for the client's account.
At renewal, how is the monthly premium calculated for the new policy term?
The full term premium divided equally by the number of months in the term.
In California, how many days after the cancellation letter is sent does the policy cancel for mid-term non-pay?
+14 days
What is automatically updated in real time when the policy is re-written?
Billing Center
For company-initiated cancellations, how is the refund sent?
Automatically sent back via a paper check
What is the recommended follow-up action for a paid, not bound policy?
Let the policy process overnight and schedule a follow-up for the next day
Make sure documents generate the day following batched payment.
Make a courtesy call out to your client to advise when the payment has been processed and offer to send them their documents.
Why should agents advise clients about temporary increases in monthly amounts due after a policy change?
To provide a better customer experience and avoid questions later.
In Missouri, what additional notification is sent along with the cancellation letter for mid-term non-pay?
Agent notification also sent
Within how many days of their current due date can policyholders choose a withdrawal date if they enroll in online billing?
Within 20 days of their current due date
What documentation is required to change a payee to “The Estate of” on a refund check?
Legal docs submitted with the voided refund check that needs to be reissued
If a client needs the original payment reversed, what is the correct process?
Request/escalate with Billing, and Billing will reach out to AmFam to request a reversal back to the method of payment used