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6119983726341- Gertrude was in the hospital due to a heart attack in December. She had been recovering but then fell and ended up in the hospital again in February. She is willing to pay in full to reinstate the policy.
Step 1 - State specifics / CM Notes/Alerts/Notations
Step 2- Losses since the cancellation effective date- NO
Step 3- Days from Bill Due Date 3/15 due date
Step 4- Billing history/ Decision Cancel counter 2, technically ineligible, however Caller discloses the following:•Serious illness/injury will allow for exception.
Step 5- Payment calculation- $63.68
Step 6- Manual or Automatic reinstatement in system? Automatic (apply cancel 03/25)
9848339161011- Customer called on 03/18 to add a car as he did not realize the policy was cancelled. The bills were going to his ex's email address as the ISR did not change the email when they removed her from the policy in January.
613396314 633 1 insured thought their spouse sent payment in but nothing shows on their cc
Step 1 - State specifics / CM Notes/Alerts/Notations-no
6150520712031- What dates of coverage is the earned premium amount of $1882 for?
11/28/23-03/04/24 cancellation.
9952660162031- Nicole just had a baby and they cant afford to pay the policy in full this term, can we change them back to installments?
Yes, because they are not forced lump sum. As we are outside the 30 day renewal they will not lose the discount.
6086004776361- Mr Chan is calling to reinstate his home policy. He had a loss yesterday and wants to ensure there are no lapses in coverage.
The customer has until 03/30 to make the payment before the policy would lapse back to 02/25. Not past that date so OK to take the payment to keep the policy active.
6091650566331- Vellina's daughter called to have the policy reinstated as they are in the process of selling the house and need coverage.
Step 1 - State specifics / CM Notes/Alerts/Notations- Alert VELLINA PAGE IS DECEASED- do not reinstate if pol cancels // RMB SPK RST
Decline
6086936257007- What is the minimum payment to keep the policy active due by 04/12/24?
$46.00
9962027042031- Why did this customer have a payment due of $206 for earned premium when he cancelled his policy effective 02/01 and his payments have been coming out on the 1st of every month.
Because his policy runs from the 5th to the 5th and his payments were changed to the 1st per his request causing the billing to be for services rendered instead of in advance. That payment essentially paid from 01/05 to 02/01
If a customer was removed from autopay due to not signing the QAP autopay authorization form, will we re-enroll them when they do send in the form?
No, the customer must re-enroll online or using payment center with ISR.
6148137036341 - customer didn't realize off autopay due to her cc was compromised and she got a new card, but thought it was on EFT, not RCC.
Step 1 - State specifics / CM Notes/Alerts/Notations
Step 2- Losses since the cancellation effective date- No
Step 3- Days from Bill Due Date 8
Step 4- Billing history/ Decision -NSF-CT 0 CNC-CT 1 good, Approved
Step 5- Payment calculation- cancel notice 71.23+ Next installment 20.41 = $91.64
Step 6- Manual or Automatic reinstatement in system? Automatic
6028809432032- Shirley called because she thought the policy was on autopay and didn't realize it cancelled.
She is unable to make the payment in full and would like to change to installments.
Step 1 - State specifics / CM Notes/Alerts/Notations-none
Step 2- Losses since the cancellation effective date No
Step 3- Days from Bill Due Date (03/03)
Step 4- Billing history/ Decision good Approve
Step 5- Payment calculation 882/6= $147 x3= 441+$10 lf = $451
Step 6- Manual or Automatic reinstatement in system? Manual
6062297706561- What date will this policy cancel if the bill due 04/07/24 is not paid?
03/06/24 renewal as it is an offer to reinstate.
The customer just enrolled in autopay with me and declined to have the emailed confirmation. She just changed her mind and now she wants it by email. How can i send the enrollment confirmation to her?
Navigate to billing documents > select the enrollment letter and click on the email option
I have a NI on the line who payment is set to settle tomorrow from a bank account for the lump sum amount when he meant to be on installment eft. What would be the fastest way to get the charge back to him?
The customer should contact his bank to place a stop payment. If we do a payment recall, it can take up to 20 days to receive the refund.
613263946 634 1 (insured advised we put wrong address on policy and didn't get the offer to reinstate even though bills emailed)
Step 1 - State specifics / CM Notes/Alerts/Notations-no
615202398 203 1 insured stated mailbox got knocked down by car hitting it and no mail came
Step 1 - State specifics / CM Notes/Alerts/Notations-no (bills on paperless)
612012976 SADEEQ ABDULLAH- I cancelled my policy back to 08/10/23. How much was my refund and when was it sent to me?
02/09/24 $1327.00 and 02/06/24 $1020.74 Total refund of $2347.74. Remember, statement bill refunds are on the policy level
Customer is unsure what continued ACH charge is coming from her bank account. She had a policy that she cncl back 07/2023. Im not finding any new policy or active policy. We have tried every email and phone she can think of and nothing. Is there a way we find out what the recurring charge is for?
Unauthorized / Duplicate Payment Taken Customer/Non-customer - unauthorized or duplicate payment taken Business Center - Service > REFERENCE MATERIAL > Materials > BillingResearchRequests.htm
Document link:
6152224236531 Why did my policy cancel? Can it be reinstated?
3/5/2024 6:41 AM, Pi Bot p aai
ADL Typed by BOT / MD 03/11/2024 / Eff 03/26/2024 / DNOC 1st |158 - UNFAVORABLE PHYSICAL CONDITIONS (EXPLANATION - DESCRIBE CONDITIONS) | The dwelling has worn/deteriorated shingles on the roof. There is debris/clutter in the yard and are unsecured/unfenced appliances located in the yard. The premises is unkempt.| PN-Millennium- No