kemper billing 6-21-12.pptservices.agentinside.com/ai/tutorials/doc/kemper billing.pdftopic page (s)...

BILLING

10-26-12

BILLING

Topic Page (s)

Pay Plans and Due Dates 3

Accessing the Kemper Billing System (KBS) 4

Policy History 5

EFT 7

Automatic Payments – Credit Cards 9

eBilling 10

Changing Pay Plans 11

Agency Sweep eCheck 12

INDEX

Company Confidential – Do not distributeKemper Billing 10-26-12

Agency Sweep eCheck 12

eCheck 18

Credit Card Payments 23

Billing Dates and Timings 24

Billing Fees and Charges 26

State Specific Billing Fees 27

Miscellaneous (overpayments, underpayments, etc) 28

Interactive Voice Response System 30

Billing FAQs 31

Customer Web Site 32

Contact Information 34

Pay Plans Available

� Monthly � “Non Automatic Payments” = 20% down ( n/a California, Colorado and Oregon require 1

month)

� 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� Annual policies – 50% down; 50% due in 6 months

OVERVIEWBILLING

Company Confidential – Do not distributeKemper Billing 10-26-12 33

� 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 29th – 31st, due day (Automatic EFT/ Credit Card or Paper Bill) = 28th

� 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.

Accessing KBS1. Log onto www.agentinside.com2. Select “Billing” from the Quick Touch menu or ”Billing (KBS) Web”

from the Billing Link

(KBS)KEMPER BILLING SYSTEM


3. Enter policy number; click “Search” OR

Click “Name Search” if

policy # unknown

4. Select from menu options

Billing menu options

MENU

� Policy History - starting point in KBS

Displays recent activity on a policy such as:

One Time Payments

Automatic Payments

Billing activities

Policy Status

POLICY INFO


� Payer Info - basic information about the policy payer

� Payment Schedule - displays current amount due, due date, balance, remaining

installments, payer, policy term, and pay plan

� Statement of Account - displays policy history by payer, with details for each bill,

including endorsements, bill charges, and fees that may apply

SAMPLE SCREEN

RB812618 JOHN R*SMITH*

RB812618

Displays the effective date of the policy, pay plan, policy term and current status

Clicking “All History” will show all prior activity

POLICY HISTORY


process/issue date

deposit/due/effective

“GO TO” used to display expanded view; drop-down box

will appear when item is selected

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 $2.00 per installment (most

states – see chart page 27) withdrawal day may

AUTOMATIC PAYMENTS - EFT


states – see chart page 27) 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

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

AUTOMATIC PAYMENTS - EFT


check box will appear if ten days or more in advance of the current bill due date

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

AUTOMATIC PAYMENTS – CREDIT CARDS


are automatically charged to Visa or MasterCard

� Billing charges are $2.00 per installment (most states, see chart page 27) 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

This electronic billing capability allows your customers to receive, view and

pay their Kemper bills at their bank’s website or at MyCheckFree.com

eBilling Advantages

Save time and stamps

Consolidate and organize bills in one place

Convenience and security; paperless billing

How to enroll:

EBILLING


How to enroll:

Customers can go to their bank site or MyCheckFree.com and agree to the Terms

and Conditions for the site.

Next, select the option to enroll in eBilling and follow the steps including validating

their Kemper policy number and agreeing to the Terms and Conditions.

If they’re already enrolled for eBilling at the site for other bills, they can choose to

also enroll in eBilling for their Kemper policies.

� Select “Pay Plan Change” from “Customer Service” menu in KBS

� Status must be = “ACTIVE”, “PENDING RENEWAL PAYMENT”, or “PENDING

NBS–SPECIAL COD”

� 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 866-675-3345 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.

CHANGING PAY PLANS


� Confirmation message will appear

� Can change pay plan up to twice during policy term

Sweep Payment

� Agency must be signed up for Sweep with Kemper

� Insured makes payment to agency; agency deposits insured’s check or cash

� Select “Agent Cash” from “Payment Processing” menu in KBS

� Check Number field - enter check # or the word “cash”

� Amount field - enter payment for appropriate Payer; click “OK”

– NOTE: the process is not complete yet – an additional step is required

SWEEP


– NOTE: the process is not complete yet – an additional step is required

to finalize the Sweep payment – see next slide

Agent Sweep Payment Verification

screen appears. The payment has NOT

been submitted. To finalize the

payment, choose one of the options

below:

SWEEP


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

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).

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.

SWEEP


� AFTER DAY OF PAYMENT

Same as above

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

SWEEP


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.

SWEEP


� From the “GO TO” menu choose “Modify Payment”

or “Delete Payment”.

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

SWEEP


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)

ECHECK


� Write “VOID-eCheck” on the check and file (do NOT deposit check or mail to Kemper)

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

� Select “Payer Type”, “Account Use” (Personal or Business), “Account Type” (Checking or Savings)

� Select “Payment Method” **

� 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)

SAMPLE PAYMENT SCREENECHECK


� 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.

SAMPLE

**Note: eCheck may not work for cashiers checks, money orders,

mortgage company, title company and other corporate checks

Check Number

CHECK


Bank Routing Number

Check Number

Account Number

eCheck Payment adjustments can be made on day of entry only

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

ECHECK


The “eCheck Summary” Screen will redisplay with the corrected amount and will

return to the “Policy History” screen.

Deleting eCheck payments (day of entry only)

� 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.

ECHECK


� 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”

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 - 866-675-3345, option #3

Corrections can be made after payment has posted to KBS (next day, in most cases)

� Credit card authorization occurs during payment entry process

CREDIT CARDS


Our customer relations phone number (877-252-7878)

appears on payer’s credit card statement

� Funds draft 2 business days from transaction date

� Minimum payment $1.00; maximum $24,999.99

Credit Card Summary

� Print receipt & view credit card payments processed on

current day only

When Are Bills Issued For New Business?

10 days after the last bill due date

Mid-term bills, EFT Premium Notices and Recurring Credit Card Charge Notices are issued

10 days after the due date of the previous bill, EFT Premium Notice or Recurring Credit

Card Charge notice

� Example: Policy issued 6/1/12; monthly pay plan. Installment bills are issued on

the 11th of the month.

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

DATES & TIMINGBILLING


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 1-1-12 effective 01/5/12; 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 -

1/1/12 – 01/5/12 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 02/5/12 instead of 01/5/12

� $1509/11 = $137.18 + $6 (billing charge) = $143.18

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

DATES & TIMINGBILLING


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.

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 3

days of the due date (7 days for AZ)

Reinstatement Fees

FEES & CHARGES

Varies by state – see chart on the next page

BILLING


Reinstatement Fees� Added to the insured’s balance when a policy has been cancelled for non-

payment 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

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

MISCELLANEOUSBILLING


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

DisbursementsActive 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

MISCELLANEOUSBILLING


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 Preferred

� Box 70839

� Charlotte, N.C. 28272-0839

Agent Access:

1-866-675-3345, 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

Interactive Voice Response System (IVR)BILLING


Customer Access via Bill Pay Line:

1-877-488-7488 - 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

(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

FAQsBILLING


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 2nd 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.

� Insureds who register on the Kemper customer web site

(www.kemperpreferred.com) 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 email confirmation when payment entry is

complete & can also print a receipt from the confirmation screen

CUSTOMER WEB SITE


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 –

877-488-7488

� 8:00 AM – 8:00 PM Eastern Time (Monday - Friday)

PAYMENT TIMING

Credit card payments on customer web site are accepted 24 x 7

� If entered before 8:00 PM Eastern Time, will process the same night

� If entered after 8:00 PM Eastern Time, will process the next business day

ECheck payments on customer web site are accepted 24 x 7

� If entered before 12:00 AM Eastern Time, will process the same night

� If entered after 12:00 AM Eastern Time, will process the next business day

Exception

CUSTOMER WEB SITE


Exception

� Applies to eCheck payments – on the last business day of the month, the cut-off

time changes from 12 AM to 10 PM Eastern Time

Applies to Credit Card payments – have a cut-off time of 8 PM Eastern Time,

except for Sundays. Sunday payments are processed on Monday night @ 8 PM

Eastern Time.

TRAINING

View & sign up for training by selecting “Live Training” from the “Training Tools” menu on www.agentinside.com or contact the trainer for your state


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