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Welcome to the FAQ page! Here, you'll find answers to some of the most commonly asked questions about our products and services. Our goal is to provide you with the information you need to make informed decisions and have a positive experience with us. If you can't find the answer to your question here, please don't hesitate to contact us directly. We're always here to help.
When is my due date?
There are several ways to check the due date.
1st option is on the Account summary under current due date.
2nd option is on the Invoice summary under due date.
If they ask for an upcoming/next bill, then they ask for the due date, you should check the Unbilled Scheduled under due date.
2. Why did my Bill changed?
There are 2 possible reasons why bills increase/changed.
Renewal - Before a policy ends the last month is carried over to the renewal date. 2 months will billed on the renewal date. Always ask policy holders if they are aware that the policy is up for renewal and if they already submitted the documents(medical insurance copy i.e. medicaid or medicare cards.). If policy holders, says that they are not aware about the renewal, transfer the call to Questions. If they are aware but was not able to submit the documents yet, you can advise them that we'll request to have it resent to them via email/mail.
Changes - Whenever changes like adding/removing vehicle, adding/removing driver are made to the policy, normally bill changes as well as the due date. Review the policy changes and check if it caused the increase/decrease. See previous notes and inform the policy holder that the change in the bill is cause by these changes.
3. Can I change my due date?
Changing of due date is not possible as it is system generated.
If Policy holders requests to extend the due date, always check the Next Action.
If next action shows Legal Notice, please note that they will be given a "14 days grace period." Check the "Trans Effective" as it will be the cancellation date. Note that the policy will cancel at 12:01 am.
4. How much do I need to pay to reinstate my policy?
If the policy is in a cancel notice status, check the amount due on the policy and add $25 for the late fee.
If the policy is Cancelled, review the policy for reinstatement:
Check previous notes for red flags(SIU Notes, UW cancellation, "Do not reinstate")
Ask reinstatement questions(verify Vehicles, Household members, Address. and If there are changes to them).
Calculate using the reinstatement sheet and seek approval from Team Lead/On shore team.
5. When will my policy renew?
To know when the renewal offer will be sent to the policy holder, go to Tasks tab and look for the Automatic Policy Renewal and check the work date as highlighted below.
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