Payments
Payments made in Agent Dashboard after 8:00 PM EST will post in how many business days?
2 Business Days.
Current document:
Account Billing System > ABS - PAYMENTS\REFUNDS > ABS - PAYMENT POSTING TIME CHART
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=abs20%2Fpayments%20refunds%2Fabspayposttimechart.htm
Can we enroll an account in automatic payments when speaking to an agent?
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > ElectronicFundsTransfer-EFT.htm > Enrollment.htm
How many days do we wait to reissue a refund check to the customer if they indicate it has not been received?
30 days from the date it has sent.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > RefundsOwedToCustomer.htm
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Fprocedures%2Fcounselor%2Frefundsowedtocustomer.htm
What procedure do we use when looking into changing from lump sum to installments?
Lump sum billing
Which procedure do we reference when determining what we can handle with Massachusetts auto policies?
MA-CallHandling-Auto
Business Center - Service > PROCEDURES > STATE SPECIFIC - RETAIL > MASSACHUSETTS > MA-CallHandling-Auto.htm
What options do you have if a customer hasn't received their check payment and they're about to send a non-payment cancellation notice?
Suspend bill
Current document:
Business Center - Service > REFERENCE MATERIAL > Materials > BillingAccommodations.htm > SuspendBill.htm
What is the minimum deduction we will take on an account with multiple policies?
There are no minimum deduction rules.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > ElectronicFundsTransfer-EFT.htm > Deductions-Fees-Refunds-NSFPayments.htm
What notice do we send out when an insured receives their refund?
What is a 'Refund Letter?'
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > Documents-Billing.htm
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Fprocedures%2Fcounselor%2Fdocuments-billing.htm
How many times can we change a due date during one policy term?
Twice.
Billing Accommodations > Due Date Change
Can we review a boat policy for reinstatement?
No.
Current document:
Business Center - Service > PROCEDURES > CSR > Cancellation / Reinstatement / DNOC / TERM > Reinstatement Request
Can a customer make two or more payments in one day on the same account through the IVR system?
No.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > PaymentProcessing.htm > PayByPhone-IVR.htm
If we are adding a policy that is on the same RCC plan to an established RCC account, will we need a new enrollment to be established?
No, so long as it meets the criteria for linking billing.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > RecurringCreditCard-RCC.htm > Changes-AddingAndRemovingRCC.htm
What steps should be taken if a customer, who has already made a payment in full, requests to switch to monthly billing?
Review refunding one time payments.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > Cancelling-RefundingOne-TimePayments.htm
What procedure do we look at when an agent states they need to combine the billing to one account number?
Billing- Combined/Linking/De-linking
What procedure can we review when determining what we can discuss with a caller?
Discussing & Amending a Policy.
Current document:
Business Center - Service > PROCEDURES > CSR > Call Opening / Call Closing / Call Backs > Discussing & Amending A Policy
If a customer makes a payment on the wrong policy, what steps can we take to correct this?
Billing Research Request > Move Money
Current document:
Business Center - Service > REFERENCE MATERIAL > Materials > BillingResearchRequests.htm
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Frefmaterial%2Fmaterials%2Fbillingresearchrequests.htm
How many days prior to the deduction date can we remove EFT/RCC via Direct Entry?
1 Business Day.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > RecurringCreditCard-RCC.htm > Changes-AddingAndRemovingRCC.htm
If a caller indicates the card/bank account we have already sent the refund to is closed, what do we inform the caller?
Advise they must speak with the Electronic Refunds Research Department of their CC company/bank to locate the refund
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > RefundsOwedToCustomer.htm
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Fprocedures%2Fcounselor%2Frefundsowedtocustomer.htm
What procedure can we reference when needing to waive fees?
Waiving Fees
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > WaivingFees.htm
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Fprocedures%2Fcounselor%2Fwaivingfees.htm
Can we retract a research request once it has been sent out?
Yes.
Current document:
Business Center - Service > REFERENCE MATERIAL > Materials > BillingResearchRequests > Retract Billing and Payment Services Research Request.
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Frefmaterial%2Fmaterials%2Fbillingresearchrequests.htm
What procedure should be reviewed if a refund was sent to the incorrect recipient or location?
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > RefundsOwedToCustomer > Refund Not Received
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Fprocedures%2Fcounselor%2Frefundsowedtocustomer.htm
If the first RCC draft is unsuccessful, how many days will we wait before retrying the payment?
We will not retry the payment, it will automatically remove from RCC.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > RecurringCreditCard-RCC.htm > Deductions-Fees-Refunds-Overpayments-DeclinedPayments.htm
What procedure do we reference when a STOB Refund is not received?
Refunds Owed to Customer > STOB Refund Not Received / Applied
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > RefundsOwedToCustomer.htm
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Fprocedures%2Fcounselor%2Frefundsowedtocustomer.htm
What procedure can we look at when reviewing for a Pay/Unpay transaction?
Billing Accommodations > Pay/Unpay Transaction
No, unless it is a FL Property or MA policy.
Current document:
Business Center - Service > PROCEDURES > COUNSELOR > WaivingFees.htm
Document link:
http://nxtdocs.prodlb.travp.net/ipl/default/ipldefault.asp?doc=bc-s%2Fprocedures%2Fcounselor%2Fwaivingfees.htm