The New Billing System - Allied Insurance and P Help Docs/Billing... · New Billing System. Our...

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The New Billing System

Transcript of The New Billing System - Allied Insurance and P Help Docs/Billing... · New Billing System. Our...

Page 1: The New Billing System - Allied Insurance and P Help Docs/Billing... · New Billing System. Our personal lines billing system is migrating to the existing Nationwide Platform of Billing

The New Billing System

Page 2: The New Billing System - Allied Insurance and P Help Docs/Billing... · New Billing System. Our personal lines billing system is migrating to the existing Nationwide Platform of Billing

Get the most out of class

Presenter
Presentation Notes
Please remember to mute your phones; do not place your phone on hold. In order to maximize your training experience, please exit out of all other applications and participate in the session through the “chat” feature. This webinar will be placed in silent mode during the presentation. We will be capturing your questions through the “chat” feature and opening up the line for questions at the end of the presentation.
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Disclaimer

Independent Contractor Agents: • Nationwide/Allied agents who are independent contractors are

responsible for managing their own agencies. There are certain Nationwide/Allied procedures that must be followed in order to do business with Nationwide/Allied (e.g. use of Agent Center system to transmit business). The information in this training program may contain some of these required procedures and will be designated as such here or in other materials from Nationwide/Allied. All other documentation and information provided herein is for your consideration only, and it is not required that you use it. Nationwide/Allied cannot and does not guarantee that using any of the information contained herein will result in achieving your desired objectives, or that it is current or in compliance with your specific state laws. Nationwide/Allied continues to recommend that you consult with your personal attorney and business advisors regarding the specific operations of your agency.

Presenter
Presentation Notes
Please take a moment to read this disclaimer.
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New Billing SystemOur personal lines billing system is migrating to the existing Nationwide

Platform of Billing Advantage.

This change will allow us to take advantage of a multitude or enhancements that we will go over today.

Presenter
Presentation Notes
Flex is the current billing system for personal lines and Powersports products. Flex is migrating to the Billing Advantage system on August 8. Billing Advantage has been in the Nationwide family of companies for some time now, but this is the first time it is available to the Independent Channel. The Billing Advantage system offers multiple enhancements that will result in a better billing experience and enhance your interactions with your customers. Let’s take a look at these changes.
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How Conversion WorksMembers will receive a new 10 digit billing account number.

Customers with FlexChek will automatically convert to REFT (Recurring Electronic Funds Transfer). •If a member signed an authorization form to deduct funds from their banking account while on the FLEX billing system, they don’t need to sign an REFT authorization form since their signature is on file.

•If a Powersports policy is on a 1P or 4P pay plan and the member has been making monthly payments via FlexChek, when converting to the new billing system, the policy will be moved to a 1P or 4P pay plan and set up as Direct bill. These pay plans do not support the monthly REFTpay method.

•If the customer has a Powersports policy on a monthly FlexChek plan, the policy will automatically be set up on a monthly REFT account.

New Business cannot be added to existing FLEX accounts; any New Business will be set up on Billing Advantage. Once the existing policy converts to the new billing system, policies can be merged onto one account. NOTE: If a PUL policy is quoted prior to the Flex to BA Release date for the state, the policy will be billed out of the FLEX billing system and will later convert to the new billing system.

When conversion begins in a state, most policies transition to Billing Advantage within 60 – 90 days. It will not all happen at one time.

Up to 50,000 policies are converted each weekend, with careful monitoring in place and adjustments being made as needed.

Presenter
Presentation Notes
All new business written on or after August 8 will automatically be placed in the new Billing Advantage system. Existing policies will be converted during the next 8-12 weeks. The conversion process will be seamless for your customers. They will receive notification of their new 10 digit billing account number, but otherwise little will change. PH currently on EFT will be converted automatically to the new billing system. During the transition you will not be able to combine existing Flex policies with policies written on the new Billing Advantage system until the existing Flex policies have converted to the new BA platform. Our goal is to convert all policies as quickly as possible with minimal disruption to you and your customers.
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Today’s Objectives

Understand what the changes are in the Billing System

New Billing Menu options

Recognize its benefits

Discuss the Billing differences from Flex

Presenter
Presentation Notes
Today we are going to review the changes on the new billing system, some of the new options available, some of the benefits of the new system and some key differences between the Flex and Billing Advantage systems.
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What is changing?

Presenter
Presentation Notes
First, we’ll look at what’s changing in the system and the additional functionality you’ll have.
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NEW Options under Billing Menu

Old

Presenter
Presentation Notes
The look and feel of the screens are very similar to what you see today. The main difference between the two billing systems is that the Flex system worked solely on an account level where the Billing Advantage system works on a policy level. Look at the old view on the right you can see that payments and debits were applied on an acct level. It was sometimes difficult to determine how a payment was applied to a specific policy. Billing Advantage works on a policy level. Look at the default view on the left. It starts with an account level focus. In addition to other functions there is a policy history that will show you all actions, docs and changes that have taken place on the account. This history is meant to provide you with one place to see the most recent transactions and access all billing documents sent to the customer. Previously you needed to enter Policy Viewer or Billing statements menu tab to view this information. The new splash page allows you to see more information in one place, eliminating the need to navigate through multiple menus.
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NEW Account History

Presenter
Presentation Notes
Here is a view of the New Account History page without the old screen overlay. Note the Breakdown and Filters options. Trainer Notes: Notice “Account At a Glance” Pay Plan is now displayed here and Holding for Next Invoice has been removed. Let’s take a look a closer look at Breakdown…. �
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NEW Breakdown Request – by Policy

Presenter
Presentation Notes
With the new Breakdown filter you will be able to separate out all of the billing activity for a specific policy and export that information to an Excel spreadsheet that may be shared with the policyholder. This breakdown indicates when it the policy was billed, the due date, if/when an installment fee was charged and when a payment was made.
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Filters

Presenter
Presentation Notes
With the Filters function, you can view information on an account or policy level. The new billing system is interactive, so you can run filters based on what information you’re looking for. The default is Full History at the Account level, but you can select one of the other filters under the policy level. You’ll need to select the policy, then the view and Apply Filter. Let’s take a look at what Full History looks like.
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Full History Filter

Presenter
Presentation Notes
The Full History option is similar to the splash page. It displays the process date, details on what was processed, Description, Debits/Credits and Balance. This can be a one stop shop for all billing transactions related to a given account, Note: pdf copies of documents are also available here.
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Debits/Credits Policy Filter

Presenter
Presentation Notes
Under the Debits/Credits Policy Filter, you can view all of the transactions for a single policy under the account. Under the old system, it was sometimes difficult to determine what payments were credited to what policies. With this feature you have the ability to have a pared down view of only those transaction that affect that policy.
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Customer Communications Policy Filter

Presenter
Presentation Notes
Customer Communications will allow you to see all documents that have been sent to the customer with regard to a specific policy. When the customer calls your office with a specific question about something they’ve received in the mail, you will be able to easily review the actual document with the customer to answer their questions.
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User Comments Policy Filter

Presenter
Presentation Notes
The User Comments filter displays shared comments from the service center when there is an action pending on the policy. This allows you to track all changes to the policy including the date they are processed and the name of the processor. This is particularly useful when the customer calls the service center to make changes rather than your office.
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NEW Account History with a Warning

Presenter
Presentation Notes
The Flex Billing system isn’t very good at letting you know there is an issue on a policy when you are reviewing it. The new Warnings and Notifications bar is one of the exciting new enhancements that let you know when there is an action pending on the policy. The new Warning and Notifications bar is an excellent tool that will give you information about the policy at the top of the Inquiry page. In the first example, a policy has a service center action pending. Simply click on the link to view details. In the second example, the billing address has been changed. In the third example If there are any warnings or notifications on the policy, it will display on the top of the screen. If you select different billing menu options it will also display on the top of those screens as shown on the Change Billing Address example. Some of the examples here include service center action is pending – you can click on the Account History link to get further details. The 2nd example shows the status is warned and the cancellation date is 1-12-2014 and there’s an amount due of $361.66 The last example shows that the policy has been cancelled for non-pay and is eligible for reinstatement through 7-30-14 if the amount due is paid of $613.71 which includes the collections amount of $406.51.
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Warning & Cancellation

On Flex, cancellation occurred at the Account Level, and not at the Policy Level.• Notice of Cancellation sent to Billing Address.

― Agent could elect to have a hard copy of the Notice of Cancellation (Not an option on new billing system)

On the new billing system, cancellation occurs at the Policy Level. • When one policy cancels on the new billing system account, it does not necessarily mean the entire account is cancelled. • Notice of Cancellation sent to Policy Address.

Cancellation DateThe new billing system uses one Cancellation date, which is the same date printed on the Notice of Cancellation generated to the member.

Presenter
Presentation Notes
Trainer’s Notes: Let’s talk a little more about Warnings and Cancellations how it works now with the new billing system. Read through screen above. NOTE: Notice of Cancellation Warnings will continue to be sent at Due Date + 3 days; Florida is Due Date + 5 days.
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ReinstatementIn PL we are moving from the word reissue and using Reinstate (which means with lapse).

Presenter
Presentation Notes
Let’s look a little further into the reinstatement process. The system will allow 30 days for reinstatement for policies in a good status that are not flagged. Reinstatements can only be done once from the agent center once every 36 months. You can go ahead and collect to reinstate the policy. That will get everything going again and get it back to Active status. If the policy is not going to be reinstated, you can click on settle collections amount and pay that amount so it’s not sent to collection. Once you click on an amount due the system will automatically go to the Pay Bill screen. NOTE TO TRAINERS: Michigan policies and Delaware RV policies will be eligible for reinstate with a lapse regardless of the number of prior reinstatements - provided they meet all other reinstatement criteria. Payment for Property Third Party policies has to be remitted within 60 days after the non-pay cancellation date in order to mechanically reinstate; Florida allows 90 days.
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NEW Billing Quick Reference

Presenter
Presentation Notes
The New Billing Quick Reference will show information Per policy. It’s policy status, original effective date, renewal date term months, months remaining (looks like they’re in their last month of billing for renewal). If the underwriter keys a cancellation on the policy system it will show in the Non Renewal Indicator. Total Unpaid balance, Current Amount Due and Total Premium is at the account level. Equity Date – The payments made on the account will keep it active until this date. For example: Sometimes you have an insured that wants to cancel their policy, they say “whenever their money runs out”. Cancel Effective date and cancel notice sent to insured relates to the non-payment status.
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NEW Change Billing Address ONLY updates the new billing system NOT the policy

Presenter
Presentation Notes
Trainer’s Notes: This is just a billing address update in the new billing system. If you need to update the policy itself, you need to do an amendment. If they are JUST updating the address, select No Owner Change. the new billing system allows international and military addresses. The new address will go through validation. When you submit the address, it will change it real time under Insured information.
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NEW Change Billing Due Date

New billing systemCan be any day from the 1st through the 31st

Presenter
Presentation Notes
Trainer’s Notes: This screen looks exactly the same on the new billing system as it did on Flex. The difference is the billing due dates can be any day from the 1st through the 31st. Also, this page is always accessible. When changing the due date, it is best to do so while the invoice is closed. There is no restriction on generating the bill, so if a date is chosen 4 days from now, the due date will be 4 days from now. Meaning that the customer could receive a late fee before they receive their bill.
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NEW Move Policy

Presenter
Presentation Notes
Trainer’s Notes: You can actually move a policy to an existing billing account or create a new account without having to call the service center. Let’s say the Dad wants the son to pay for his own policy. The agent can go in and do it themselves. This is done real time. Just go in and select the policy to move and then the destination and click Move Policy. The historical policy information that is associated with that policy automatically moves with it. While it is real time on agent center, please allow a day or 2 for the change to show on the Member Center (Alliedinsurance.com)
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NEW Pay Bill

Presenter
Presentation Notes
When you select Pay you’ll see if there are any pending payments and what policies the payment amount is being applied to. Flex only did things on the account level. The system will automatically default to Account Level Payment Amount Options. Now you can actually pay policies at the policy level - ONLY when it’s in warned status. Just to reiterate: the only time you can make a policy level payment would be if the policy in warned status. Just select what policy you want to apply payment to and enter in the payment amount and how it’s being paid then continue.
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NEW Service Center Action

Presenter
Presentation Notes
In Service Center Action there are two things you can do here: Transfer money to another account and apply money to policy balance. Anytime you request service center action, it will put the account on hold for money. You can continue to service the account as normal even though it's on hold. It simply pauses the cancellation process. Whatever actions are requested will display in Account History. Let’s say a customer increased their deductible to $5,000. That would generate a credit, let’s say $500. Normally Nationwide would send them a refund. Instead of getting a refund they wanted to apply the money to another account or Apply money to policy balance. This is where you would go in and request that. The Average request to process is 3 days to complete it, then the message removes. You can see in Account History what happened.
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Refunds/Credits

Flex - when a refund was available on a cancelled policy, and there was still a balance due it was shared with other policies on the account.

New billing system - the refund will generate at the policy level and be sent to the member regardless of any other premium owed by other.

• You CAN Request Service Center Action and have the money transferred to another account or policy instead of a refund issued.

The Refund Threshold for IC policies on the new billing system varies by state:

Any amount is refunded Any amount equal to or greater than $1.00 is

refunded

Any amount equal to or greater than $2.00 is

refundedCO, MD, VA AZ, CA, IA, ID, KS, MN,

MO, MT, ND, NE, NV, OR, SD, TX, UT, WA, WI, WY

FL, GA, IL, IN, MI, NC, NM, OH, PA, SC, TN

Presenter
Presentation Notes
Read screen above
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SECTION TWO: Billing Differences

Collections

Fees

Pay Method

Pay Plan

Presenter
Presentation Notes
Trainer’s Notes:
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NEW Collection Threshold $20

Flex (Previously) New billing system$50 $20

<$20 written off

Flex (Previously) New billing systemMid-term cancel due to non-payment did not pursue

Anything over $20 will be pursued

Presenter
Presentation Notes
Trainer’s Notes: Read screen above NOTE: The collections process is handled internally before turning over to a Collection Agency.
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FeesThe new billing system’s process of applying fees is based on the policy’s state rules.

•Charge increases to installment fees caused by conversion from FLEX to BA at first Renewal– instead of on the first bill from Billing Advantage.

•If the new BA installment fee is greater than the last FLEX installment fee, a message will be added to the first renewal statement.

•Installment fee = $5 (or will follow state specific guidelines).

•An installment fee is charged along with the down payment. (applicable as per state rules)

•NSF fee = $30

•Non- Refundable Fee: Florida EMPA (Emergency Mgmt Preparedness & Assistance Trust fund) Surcharge = One time (not spread over the length of the policy term), itemized Property policy fee charge on the bill. Fee will be charged at Downpayment with New Business, at Renewal, and with a Reinstatement.

Presenter
Presentation Notes
Trainer’s Notes: : On Flex, an installment fee was not charged along with the downpayment. In the new billing system there will be an installment fee (per state rules) charged along with the downpayment.
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Installment / Late Fees Waived• For paid in full (single and multi-policy accounts monthly direct bill accounts); applicable in all states.

Fees will be waived when members:• Pay the full term premium at new business (within 10% of full term premium) • Pay in full at renewal (within the 10% of full term premium) • Are warned for a renewal bill and pay the full account balance (within 10% of full term premium)

The following will not be affected:• Recurring electronic funds transfer (REFT) accounts • Recurring bankcard accounts • Fees other than installment and late fees

Presenter
Presentation Notes
It is no longer $10, but rather a 10% tolerance.
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Late Fee = $10

You do have the option of waiving one late fee per 12 months.

Presenter
Presentation Notes
You do have the option of waiving one late fee per 12 months. Just click on the Late Fee link and the Late Fee Details will open with a button to “Waive Late Fee”.
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Pay Method

Recurring Electronic Funds Transfer (FlexChek) and Recurring Bankcard payments

• The account will not switch to Direct Bill if the Recurring Electronic Funds Transfer or Recurring Bankcard payments fails for a chargeable reason.

• An Recurring Electronic Funds Transfer paper statement will only be sent to the member if the deduction changes by $2 or more. We are no longer sending blank statements that say No Bill is due (unless otherwise noted by a state exception).

• An Recurring Electronic Funds Transfer transaction will be processed on the business day after the due date if the due date falls on a holiday.

Presenter
Presentation Notes
Trainer’s Notes: Read screen above
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Pay PlansPay Plan Conversion Chart

Flex New Billing System

Monthly (12-pay) Direct Bill Monthly Direct Bill

Multi-policy Direct Bill Monthly Direct Bill

FlexChek (not Full Pay or 4 Pay) Monthly Recurring EFT

Recurring Bank Card (Not Full Pay or 4 Pay) Monthly Recurring Bankcard

Full Pay Direct Bill Powersport – Insured Full Pay (1P)

Full Pay FlexChek Powersport – Insured Full Pay (1P)

Full Pay Recurring Bankcard Powersport – Insured Full Pay (1P)

Full Pay Direct Bill – Not Mortgage or Powersport Monthly Direct Bill

Full Pay FlexChek – Not Mortgage or Powersport Monthly Recurring EFT

Four-pay Direct Bill Four-pay (4P)

Four-Pay FlexCheck Four-pay (4P)

Four-Pay Recurring Bank Card Four-pay (4P)

PL 9-Pay, quarterly, semi-annual Monthly Direct Bill

•Powersports – The Paid in Full discount is applicable to the 1 pay/Full pay plan .

•Four pay- 30/60/90 - No change in billing but REFT is no longer an option. If the customer would like to retain the REFT pay method, they can be moved to a monthly account.

•If a member has a Full pay account and has been making monthly payments, they will receive a letter notifying them that they will be moved to 1 pay/Full pay plan on the new Billing System and will be removed from the REFT pay method. If they’d like to pay monthly, they can request to be moved to a monthly pay plan.

No longer available

Presenter
Presentation Notes
Trainer’s Notes: This chart shows how the various pay plans will convert. Notice the note about powersports on the bottom: the Full pay plan for powersports is limited to the Paid in Full discount - we tied these together. Four pay - we no longer do REFT like flex did. There’s no change in billing, but REFT is no longer an option.
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SECTION THREE: SUBMIT FLOW

Presenter
Presentation Notes
The application looks a little different, notice how you don't enter the down payment amount here.
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Submit Flow

Presenter
Presentation Notes
Trainer’s Notes: After you’ve ran your risk analysis and hit submit, the submit screen will pop up to begin the submission process. This isn’t too different from what you see today.
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MVR Report order results

Presenter
Presentation Notes
The MVR is ordered at submit, and if it’s acceptable, you go to the downpayment flow.
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Auto – Billing Account

Mail check is no longer an option

Presenter
Presentation Notes
We have combined the downpayment and future payment screens. This screen will reflect the pay plan you selected on the application and give you the opportunity to sign up for recurring EFT. When the REFT is selected Yes, the below will fill with the insureds information. Due date can be selected at down payment. The agent can bypass the downpayment for existing customers when adding lines of business or rewriting business by adding the new policy to an existing account, for policies that have that have MPD, and any business issued over 60 days in advance. NOTE: All monthly pay plans will only require 1 month’s downpayment. Notice that Mail check is no longer an option in downpayment. 3rd party billing, as always, will not require a down payment at submittal. Submitting a policy with zero downpayment: You must key 0 in the other amount, and select ezsweep as the down pay option, this will NOT charge your account, we are only mimicking a payment.   NOTE: DO NOT EXIT OUT OF THIS FLOW - If there is ever an instance where you exit out of any of the new business billing screens while working on the submission of a quote (clicking the “x” in the upper corner of the browser window, or need to have a policy manually issued, there is a 2-3 day period where the billing information is not available. Notice the Billing link is grayed out. Once the policy is issued, the batch cycle will catch this and will be available within 2-3 days. There is no need to contact the Help Desk or the Service Center.
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Auto – Confirm Payment

Presenter
Presentation Notes
Confirmation page, shows due date and recurring payment info
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Auto – Payment Submitted

Presenter
Presentation Notes
Receipt page which is the same as before.
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Desktop -3 new icons

Presenter
Presentation Notes
Trainer’s notes: After you submit a new policy, you’ll notice there are 3 new icons on the desktop: Automatic Payments, Billing Information, and Doc Vault. The Automatic Payments will only show if the client is set-up for EFT. If you click on the Account number icon or pdf - it will display the REFT Auth form. Doc Vault will launch to Document Vault to upload the required trailing documents. If you click on the $ icon under billing information will it take you to the Account History screen. NOTE: If the policy is a California Homeowner policy and is eligible for Earthquake insurance, a link to the California Earthquake Authority website will display on the desktop.
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Presenter
Presentation Notes
Trainer’s Notes: When you click on help, you will be able to access the help documents on Billing Advantage. Remember if you’re on a field, it will launch the help for that specific field you are in when you clicked the Help button.
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Mailing payments

For States Mail Payments to… Bank Name Overnight Payments to..

PA Nationwide InsuranceP.O. Box 13958Philadelphia, PA 19101-3958

Wells Fargo Remitco2525 Corporate Place Suite 250Monterey Park, CA 91754Attn: Nationwide Box 60068

FL, GA, MD, NC, SC, VA Nationwide InsuranceP.O. Box 96040Charlotte, NC 28296-0040

Wells Fargo Remitco2525 Corporate Place Suite 250Monterey Park, CA 91754Attn: Nationwide Box 60068

IL, IN, MI, OH, TN Nationwide InsuranceP.O. Box 742522Cincinnati, OH 45274-2522

US Bank Remitco2525 Corporate Place Suite 250Monterey Park, CA 91754Attn: Nationwide Box 60068

AZ, CA, CO, ID, IA, KS, MN, MO, MT, NE, NM, NV, ND, OR, SD, TX, UT, WA, WI, WY

Nationwide InsuranceP.O. Box 60068City of Industry, CA 91716-0068

Wells Fargo Remitco2525 Corporate Place Suite 250Monterey Park, CA 91754Attn: Nationwide Box 60068

•With their bill, members will receive a coupon and window envelope to mail their payments. By using the coupon and envelope provided, the payment will be captured via the IMB (Intelligent Mail Barcode) Process and will be identified as a payment in flight. If the member no longer has the envelope, they can send their payments to the appropriate address below.

•For last minute payments, it is recommended that the member either makes a OTEFT payment, or drops the payment off at their agents office. By doing so, the payment can be processed more quickly. In the event the customer needs to make an overnight payment, they can send it to the address below.

•NOTE: Mail check is no longer an option for a down payment.

Presenter
Presentation Notes
In the event a member needs to mail a payment (with the exception of a down payment): The agents/members will use this information when they need to send a payment by check. The member receives a window envelope with their bill; if they use the payment coupon when remitting their payment, the lockbox information will display in the window of the envelope. Also, if the customer uses the coupon and envelope provided with the bill, it includes the IMB tracking barcode, so we'll be able to tell when a payment is in flight. If the member no longer has the enclosed envelope, they can just send the payment to the appropriate lockbox noted in the chart.
Page 42: The New Billing System - Allied Insurance and P Help Docs/Billing... · New Billing System. Our personal lines billing system is migrating to the existing Nationwide Platform of Billing

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Presenter
Presentation Notes
Trainer’s Notes: