Authentication
What are 3 pieces of information we can ask to authenticate a caller?
Birthdate, Physical address, Policy #, Account #, Lines of Business, License Number
What types of payment methods can be used for a One Time Payment?
Debit Card, Credit Card, Bank Account (Checking or Savings)
A customer who is in this status cannot enroll in AutoPay.
Past Due
True or false: The past due amount and the minimum amount owed to stop a policy for cancelling are always the same.
False.
A customer would like to know when their next payment is due. What screen should the representative navigate to?
Invoices
To search a customer in Amica's system, the representative first asks for the customers:
Name
What does PMM stand for?
Payment Method Manager
A customer would like to make a payment using a new credit card. What process must we explain to the customer?
Semafone
Are we able to take a payment on a policy that was recently cancelled for non-payment?
No. The call needs to be transferred to service.
True or False: A temporary payer will be listed on the Contacts screen in BillingCenter.
False.
What 2 pieces of information are we confirming on every call can updating if necessary?
Email and Phone Number.
Sally is calling in to make a One-Time-Payment for a friend. She advises this is a onetime occurrence. What term defines Sally in this scenario?
Temporary Payer
True or False - You can cancel a credit card payment the day after it was made.
False, you can only cancel a pending payment up until 11:59 PM EST on the day it was made.
DAILY DOUBLE
Walk through the Actions you take in Billing Center to make a one-time payment using a stored credit card.
Actions - New Payment - One-time Payment. Select Payer, Method, Credit. Enter amount, Process Payment.
If a customer has a password protected account, it will show on this screen.
Contacts (within CARE)
True of False: A customer can make multiple payments on one policy in the same day with different payment methods.
True.
What is the PO Box for payments?
P.O. Box 9128
What is the last time an insured can make a payment to prevent a non-pay cancellation?
11:59 PM EST on the policy's cancellation effective date.
DAILY DOUBLE
Mary calls in and advises she is authorized to discuss John’s billing. Payment processing reps can identify this information on 2 screens.
Contact screen – BillingCenter, Account Comments – PolicyCenter Account
A cancellation letter has been sent and there is an uncollectible balance along with a cancellation balance. Are we able to require the uncollectible if the customer only wants to pay their cancellation amount?
No. The Send Notice of Intent to Cancel letter has been issued.
When do we need an AutoPay Authorization form?
When a customer wants to enroll in AutoPay using a bank account.
A California insured calls to pay their cancellation balance at 9:45 PST in the date of cancellation. Will this payment prevent their policy from cancelling?
No. It needs to be before 11:59 EST to prevent cancellation.
What screen do you view a pending payment in BillingCenter?
Payments - Requests
Payments - Online Payments