OVERVIEW. Rev 2/3/11 2

Transcription

1 Kemper Billing

2 Pay Plans and Due Dates Accessing the Kemper Billing System (KBS) Policy History EFT Automatic Payments - Credit Card Changing Pay Plans Agency Sweep echeck Credit Card Payments Billing Dates and Timing Billing Fees and Charges State Specific Billing Fees Miscellaneous (overpayments, underpayments, etc.) Interactive Voice Response System Billing FAQs Customer Web Site Contact Info Rev 2/3/11 1

3 Pay Plans Available Monthly Non Automatic Payments = 20% down Automatic Payments - EFT & Credit Cards = 1 month down Equal amount due each month Quarterly (annual policies only) - annual premium divided by 4 25% down; 25% due every 3 months Two-Pay premium divided by 2 OVERVIEW Annual policies 50% down; 50% due in 6 months Semi-annual policies 50% down; 50% due in 3 months One-Pay** - full premium due on or before policy effective date Due Day = Policy Effective Date If effective date is 29 th 31 st, due day (Automatic EFT/ Credit Card or Paper Bill) = 28 th Due day can be changed up to twice during the policy term for Automatic Payments only (EFT & Credit Cards) If Automatic Payment is discontinued, the selected due day remains **Mortgagee billed homeowner policies are always one-pay. Endorsements processed after mortgagee has been billed are billed directly to the insured. Rev 2/3/11 2

4 (KBS) Accessing KBS 1. Log onto 2. Select Billing from the Quick Touch menu or Billing (KBS) Web from POLICY PROCESSING 3. Enter policy number; click Search OR Click Name Search if policy # unknown 4. Select from menu options Billing menu options Rev 2/3/11 3

5 MENU A. Policy History - starting point in KBS Displays recent activity on a policy such as: One Time Payments Automatic Payments Billing activities Policy Status B. Payer Info - basic information about the policy payer C. Payment Schedule - displays current amount due, due date, balance, remaining installments, payer, policy term, and pay plan D. Statement of Account - displays policy history by payer, with details for each bill, including endorsements, bill charges, and fees that may apply Rev 2/3/11 4

6 SAMPLE policy # insured name SCREEN RB RB JOHN R*SMITH* Displays the effective date of the policy, pay plan, policy term and current status Clicking All History will show all prior activity process/issue date deposit/due/effective GO TO used to display expanded view; drop-down box will appear when item is selected Rev 2/3/11 5

7 A. Set Up, Change, or Delete EFT Select EFT Maintenance from Customer Service menu in KBS EFT (Electronic Funds Transfer) = insured s payments are automatically deducted from personal/business bank account Billing charges are $1.00 per installment (most states see chart page 28) withdrawal day may be selected Available for monthly, quarterly, two-pay or one-pay If the amount of withdrawal changes by more than $1.00 from the previous withdrawal, a premium notice is sent to the payer Rev 2/3/11 6

8 B. Bank Information When you enroll a payer in EFT or make a change to EFT banking information, click the check box to pay the current minimum due with the new banking information check box will appear if ten days or more in advance of the current bill due date Rev 2/3/11 7

9 A. Set Up, Change, or Delete Automatic Payments for Credit Card Select RCC Maintenance from Customer Service menu in KBS Automatic Payments (RCC/Recurring Credit Card) = insured s payments are automatically charged to Visa or MasterCard Billing charges are $1.00 per installment (most states, see chart page 28), charge day may be selected Available for monthly, quarterly, two-pay or one-pay If the amount of charge changes by more than $1.00 from the previous charge, a charge notice is sent to the payer Rev 2/3/11 8

10 A. Select Pay Plan Change from Customer Service menu in KBS B. Status must be = ACTIVE, PENDING RENEWAL PAYMENT, or PENDING NBS SPECIAL COD C. Change Pay Plan in drop-down menu; click OK * To modify the amount of the pending charge if a change has been made to the payment plan for CREDIT CARDS only; contact the Agency Resource Center at Option 3. Please note: modification of a pending charge amount can only be made if you contact us prior to 7:00 PM Eastern Time on the day the pending bill is due. Confirmation message will appear Can change pay plan up to twice during policy term Rev 2/3/11 9

11 A. Sweep Payment 1. Agency must be signed up for Sweep with Kemper 2. Insured makes payment to agency; agency deposits insured s check or cash 3. Select Agent Cash from Payment Processing menu in KBS 4. Check Number field - enter check # or the word cash 5. Amount field - enter payment for appropriate Payer; click OK NOTE: the process is not complete yet an additional step is required to finalize the Sweep payment see next slide Rev 2/3/11 10

12 6. Agent Sweep Payment Verification screen appears. The payment has NOT been submitted. To finalize the payment, choose one of theoptions below: If Submit Payment and Print Receipt or Submit Payment is selected, the money is then swept from agency account to Kemper account in three (3) business days Printed receipt will reflect date and time stamp 7. Note: Sweep payments will NOT display on Policy History screen until the next day. Sweep payments can be viewed immediately on the Agent Sweep Inquiry payment detail screen (see next slide). Rev 2/3/11 11

13 B. Printing Sweep Receipt DAY OF PAYMENT If you did not print a receipt From the Agent Sweep Payment Verification screen you may: From the Agent Sweep Inquiry payment detail screen select the radio button for the appropriate payment; select PRINT RECEIPT from the GO TO menu then PRINT RECEIPT" on the Agency Sweep Payment Receipt Screen. AFTER DAY OF PAYMENT Same as above Rev 2/3/11 12

14 C. Sweep Reconciliation Report Select Ag Sweep Inq from Agent Sweep menu Enter desired From Date and To Date; click Search To view report, click at bottom of screen To print, scroll to bottom of report and click Print; choose Landscape To close the report, click Cancel Total Sweep Amount = total of payments swept on that date Select (click on Sel) then select Agent Sweep Detail from the GO TO drop-down list to view detail of all sweep payments on that date Rev 2/3/11 13

15 D. Deleting or Modifying Sweep Payments Must be deleted or modified on the same day as entered Locate payment on Agent Sweep Summary screen and Select your payment. From the GO TO menu choose Modify Payment or Delete Payment. Rev 2/3/11 14

16 E. Processing NSF Payments Select payment on Policy History Select NSF Payment from the drop-down GO TO list In Reimbursement Amount field on NSF Payment Screen, enter only the NSF fee charged to you by your bank; click OK Kemper bills the Payer for the amount of the NSF payment plus any state-specific NSF fee The NSF Payment and Reimbursement Amount are swept back into your account 1 business day after the NSF activity is processed Rev 2/3/11 15

17 A. echeck Payment Select echeck Payment from Payment Processing menu in KBS Can be used for physical check or check by phone payment Insured s payment is automatically withdrawn from their bank account echeck is a single transaction; free of charge Transaction appears as EFT on bank statement Enter the echeck only once. Verify payment on echeck Summary Screen. Write VOID-eCheck on the check and file (do NOT deposit check or mail to Kemper) B. echeck Summary Print receipt; view, modify, delete echeck payments on the day of entry by the same ID used to enter the payment. Place cursor on to view GO TO drop-down menu options Rev 2/3/11 16

18 SAMPLE Select Payer Type, Account Use (Personal or Business), Account Type (Checking or Savings) Select Payment Method ** PAYMENT SCREEN Physical Check = Actual check has been delivered for payment (takes 3 days before deducted from account) Phone Check = Used when an Agent does not have a physical check (takes 7 days before deducted from account) Enter Check Owner Info. (if same as insured is not checked), Check Date, Check #, Bank Routing #, Bank Account # and Check Amount. Re-enter information where indicated; click OK You may elect to enroll using this bank information for future payments by checking both boxes. Withdrawal Day may also be selected. Rev 2/3/11 17

19 SAMPLE **Note: echeck may not work for cashiers checks, money orders, mortgage company, title company and other corporate checks Check Number Check Number Bank Routing Number Account Number Rev 2/3/11 18

20 C. echeck Payment Modifications Select echeck Summary from Payment Processing menu Locate payment on echeck Summary screen and Select the payment to be modified. From the Go To menu select Modify Payment Enter corrected amount and click OK The echeck Summary Screen will redisplay with the corrected amount and will return to the Policy History screen. Rev 2/3/11 19

21 D. Deleting echeck payments Select echeck Summary from Payment Processing menu Locate the payment on the echeck Summary screen and Select the payment to be deleted. The Item Amount will then be shaded and no further entry will be permitted. Select Delete Payment from the Go To menu. After the deletion has been processed, the system returns to the Policy History screen. The entry is no longer reflected on the echeck Summary Rev 2/3/11 20

22 A. Credit /Debit Card Payment Select Credit Card Pmt from KBS Payment Processing menu VISA & Master Card accepted as a one-time transaction or may be set-up for automatic payments Credit card transactions cannot be deleted If incorrect amount or other error is made during entry process, contact Agency Resource Center , option #3 Corrections can be made after payment has posted to KBS (next day, in most cases) Our customer relations phone number ( ) appears Credit card on payer s authorization credit occurs card statement during payment entry process Funds draft 2 business days from transaction date Minimum payment $1.00; maximum $24, B. Credit Card Summary Print receipt & view credit card payments processed on current day only Rev 2/3/11 21

23 DATES & TIMING When Are Bills Issued? Monthly - 10 days after the last bill due date Example: Policy issued 6/1/09. Installment bills are issued on the 11 th of the month. Same timing for non-pay cancellations 18 Day Requirement for non Automatic payments 10 Day Requirement for Automatic payments KBS requires 18 days between bill issue date & bill due date for non automatic payments (paper bill) and 10 days for automatic payments (EFT and Credit Cards) This is important on new business example: Automatic payments Package policy issued effective 01/5/10; premium $1509 Normally, annual premium is divided by 12 to calculate monthly payments However, this policy was not issued with a sufficient amount of time - 1/1/10 01/5/10 is not 10 days. The billing system must push the due date forward to the following month and divide by 11. The first payment will be due on 02/5/10 instead of 01/5/10 $1509/11 = $ $6 (billing charge) = $ Rev 2/3/11 22

24 DATES & TIMING Expiration Notices & Non-Pay Cancellation Notices Sent to insured; agent may receive a copy Issued 10 days after renewal effective date if sufficient payment not received Renewal cancellation due date (due date on the expiration notice) is state-specific timing plus mailing time. For Expiration Notices the due date is one month after the renewal effective day Due date on mid-term non-pay cancellation notice is state-specific timing plus mailing time A return premium endorsement in the current term does not reduce the amount due on any Cancellation Notice unless the return premium is more than the balance on the policy. If the Cancellation Notice is paid, the return premium amount is spread over the remaining installments A return premium endorsement for the prior term does reduce the amount due on cancellation notice; however, a new Cancellation Notice is not re-issued Mortgagee Billed Policies Bill sent to mortgagee only once per policy term If full payment is not received from the Mortgagee, the unpaid premium amount will be transferred/billed to the insured (approximately 10 days after the mortgagee bill was due) Once the mortgagee has been billed, any mid-term homeowner endorsements are billed to insured and the amount due will be based on insured s payment plan. For monoline home, we bill the insured as one pay. Rev 2/3/11 23

25 FEES & CHARGES Varies by state see chart on the next page Bill Charges Included in minimum due every time a bill is issued Late Fees Assessed on the next bill or non-pay cancellation notice issued if at least the minimum due (within $10.00) is not received within 5 days of the due date (7 days for AZ) Reinstatement Fees Added to the insured s balance when a policy has been cancelled for nonpayment during the policy term and subsequently reinstated. Returned Payment Fees Assessed on the next bill or cancel notice issued after a payment has been returned unpaid by the bank or financial institution. Rev 2/3/11 24

26 ST ATE St N on-a utom atic P aym ent Fee A utom atic P aym ent Late C harge R eturn P ayment R einstatem ent Fee M o n thly/quarterly F ee F ee F ee Fee ALABAMA AL $5 $0 $15 $25 $ 15 AR IZON A AZ $6 $1 $20 $25 $0 AR KANSAS AR $6 $1 $20 $25 $ 15 CALIFO RNIA C A $6 $1 $20 $30 $ 15 CO LO RADO CO $6 $1 $20 $25 $ 15 C ONN ECT ICUT CT $6 $1 $20 $25 $ 15 D.C. D C $6 $1 $20 $25 $ 15 GEO R GIA GA $6 $1 $20 $25 $ 15 IDAHO ID $6 $1 $20 $25 $ 15 ILLINOIS IL $6 $1 $20 $25 $ 15 IND IAN A IN $6 $1 $20 $23 $ 15 IOW A IA $6 $1 $20 $25 $ 15 KAN SAS KS $6 $1 $20 $25 $ 15 KE NT UC KY KY $6 $1 $3.50 $25 $ 15 LOUISIANA LA $6 $1 $20 $25 $ 15 MAIN E ME $6 $1 $15 $25 $ 15 MARYLAND MD $6 $1 $10 $25 $0 MIN NE SOTA MN $6 $1 $20 $25 $ 15 MISSISSIPPI MS $6 $1 $20 $25 $ 15 MISSOU R I MO $6 $1 $20 $25 $ 15 M ONTAN A MT $6 $1 $20 $25 $ 15 N EW H AMPSH IRE N H $6 $1 $20 $25 $ 15 NEW MEXICO NM $6 $1 $20 $25 $ 15 N EW YORK N Y $6 $1 $20 $25 $ 15 NOR TH CAR O LINA N C $3 $1 $20 $25 $ 15 O HIO OH $6 $1 $20 $25 $ 15 OK LAH OM A OK $6 $1 $20 $25 $ 15 O REG O N OR $6 $1 $20 $25 $ 15 PE NNSYLV ANIA PA $6 $1 $20 $25 $ 15 SO UT H C AR OLINA SC $6 $1 $10 $25 $ 10 SOU TH D AKOT A SD $6 $1 $20 $25 $ 15 T ENN ESSEE TN $6 $1 $20 $25 $ 15 TEXAS TX $5 $1 $20 $25 $ 15 UT AH UT $6 $1 $20 $25 $ 15 VER MO N T VT $6 $1 $20 $25 $ 15 VIRG INIA VA $6 $1 $20 $25 $ 15 W ASHIN GT ON W A $6 $1 $20 $25 $ 15 W ISC ONSIN W I $6 $1 $20 $25 $ 15 W YOMIN G W Y $6 $1 $20 $25 $ 15 Rev 2/3/11 25

27 MISCELLANEOUS Overpayments Applied to the next installment (s) reducing or eliminating minimum due until the overage has been used Allows paying ahead to avoid bills & installment fees If a bill is not issued, a billing charge is not added Underpayments Included in minimum due of the next monthly bill or non-pay cancellation notice (based on equity) An interim bill or non-pay cancellation is issued on the first available monthly bill issue date for the amount of the underpayment, even when payment plan is One Pay, Two Pay or Quarterly Debit & Credit Endorsements Current term Spread over the remaining unbilled installments of the term Prior term Billed or applied in full to the next installment (not spread over the remaining unbilled installments) Fees Not spread out; due on current installment Rev 2/3/11 26

28 MISCELLANEOUS Disbursements Active policies - credit balances of $2.00+ are normally disbursed on the next available monthly bill issue date Exceptions: Credits generated within 50 days of renewal date are held & applied to renewal but will be disbursed upon insured s request Disbursements over $500 are not automatically disbursed. Come-up is generated for billing review & will be disbursed to insured if credit balance meets guidelines. Inactive policies - disbursements scheduled to occur 5 business days from the maximum of either: (1) the current date, or (2) the effective date of cancellation (i.e. a future effective date) Mail Payments To: Kemper, A Unitrin Business Box Charlotte, N.C Rev 2/3/11 27

29 Interactive Voice Response System (IVR) Agent Access: , Option #1 Available 24 hours a day, 7 days a week Provides high level billing information including: Policy Status Policy Balance Last Payment Received Latest Invoiced Amount and Due Date Monday thru Friday from 8:00 AM to 8:00 PM Eastern Time, agents can press zero to speak directly with a customer service representative Customer Access via Bill Pay Line: Available 24 hours a day, 7 days a week Provides high level billing information including: Policy Status Policy Balance Last Payment Received Latest Invoiced Amount and Due Date Make one-time payments by echeck & MasterCard or Visa debit & credit cards Monday thru Friday from 8:00 AM to 8:00 PM Eastern Time, customers can press zero to speak directly with a customer service representative for questions or to sign up for automatic payments Rev 2/3/11 28

30 FAQ (1) If payment is made for only one side of a package, what will happen to the package policy if payments are not made on the other side? If payment received on the home side (i.e. mortgagee paid home premium) but a payment is not made on the auto side, we will continue to bill the payer until equity is exhausted at which time notice of cancellation will be generated. If the home side was paid in full, any earned premium for the auto side will be taken from the home payment. Any remaining credit balance will be returned to the Insured. If money is still owed, an earned premium letter is sent to insured. If payment is made on the auto side but the home side is not paid by the mortgagee, insured will be billed for the home side and the amount of installment bills will increase. (2) New business when will a bill generate if a down-payment is not included at the time of issuance? If no down payment is indicated, a bill will be sent immediately (3) What happens if a bill is not paid when will the next bill be sent? If no payment is received, the next bill *or* possibly a cancellation notice is sent 10 days after the due date (4) If the 2nd bill is not paid, when does the cancellation notice go out? Sometimes the 2 nd bill is the cancellation notice, depending on the policy equity. If not, the cancellation notice goes out 10 days after the due date of the last bill. Rev 2/3/11 29

31 Insureds who register on the Kemper customer web site ( can make payments & view history, set up Automatic Payments (EFT and Credit Cards), report claims, print declarations, bills, ID cards and claim information, set preferences to receive bills electronically (paperless billing) When insured signs up for Automatic Payments, a confirmation notice is mailed advising to pay any non-automatic bills to avoid late fees or non-pay cancellations Customer web site users receive confirmation when payment entry is complete & can also print a receipt from the confirmation screen Payments made via Customer web site cannot be viewed by agents until posted to KBS If incorrect amount or other error is made by the customer during entry, the insured should first attempt to have the error corrected through the credit card company, however, Kemper can make an adjustment if needed. No modifications or deletions can be made on the date the payment was entered, however, the corrections can be made after the payment has posted to KBS (the next day, in most cases) Pay by phone - OR enroll in EFT by phone - available for insureds :00 AM 8:00 PM Eastern Time (Monday - Friday) Rev 2/3/11 30

32 PAYMENT TIMING Credit card payments on customer web site If entered before 8:00PM Eastern Time, will process the same night If entered after 8:00PM Eastern Time, will process the next business day ECheck payments on customer website If entered before 12:00AM Eastern Time, will process the same night If entered after 12:00AM Eastern Time, will process the next business day Exception Applies to credit card and echeck payments on the last business day of the month, the time decreases by 2 hours (i.e. credit card payments entered before 6:00PM Eastern Time will process the same night, and echeck payments entered before 10:00AM Eastern Time will process the same night) Rev 2/3/11 31

33 Training View & sign up for training by selecting Live Training Schedule from the Training menu on or contact the trainer for your state. STATE TRAINER PHONE AL, AZ, CA, CO, CT, GA, KY, ME, MD, NH,NM, NY, NC, PA, SC, TN, UT, VT, VA Sandy Taylor (904) AR, IA, ID, LA, IL, IN, MS, MT, NM, OK, OR, KS, MN, MO, OH, SD, TX, WA, WI, WY Kelly Smith (425) Rev 2/3/11 32