AAA University. PAS MT Servicing Billing and Payment Participant Guide

Transcription

1 AAA University PAS MT Servicing Billing and Payment Participant Guide 2012

2 Table of Contents Session Overview... 2 Introduction & Overview... 2 Introduction... 2 Lesson Scope... 2 Duration... 2 Session Objectives... 2 Demo Demonstration Overview... 3 Introduction... 3 Overview of the Billing Page... 3 Demo Billing Transactions... 8 Scenario... 8 Search for the Policy... 8 Accept a Payment... 9 Update the Billing Account Pay in Advance Session Summary Summary Practice Activity Practice Overview Credit Card Information D 1

3 Session Overview Introduction & Overview Introduction In PAS the Billing tab gives access to the billing and payment features of the policy in one page. PAS allows you to take payments, setup recurring payments, and gives you a breakdown of the customer s installment bills. PAS Highlights In this training we would like to highlight the following PAS features: Billing information is in one page Billing interface is easy to use and learn Lesson Scope In Scope: Billing Inquiries in PAS Payment Preferences Take payments in PAS Basic scenarios Out of Scope: Unusual what-if scenarios Policy or product questions Reasons why PAS is designed the way it is Product changes Duration This session will be 1.0 hour. Session Objectives At the end of this session, you will be able to: Explain the various sections of the Billing Inquiry page Apply a payment to a customer's account Set up and modify a customer's billing preferences Change a customer's payment method Find relevant information in Online Help 4D 2

4 Demo 1 Demonstration Overview Introduction Billing functions such as account inquiry, making payments, and modifying customer s billing preferences can be performed in PAS. When the desired policy is selected, all of the billing information for the policy will display under the Billing tab. In this demonstration, you will learn about the various parts of the Billing Summary Page: Billing General Information Billing Account Policies Installment Schedule Bills & Statements Payments & Other Transactions Pending Transactions Types of Transactions Overview of the Billing Page Search for a Policy - review the previous demos Click the Billing tab The Activities & User Notes can display the following information: Alerts - Alerts can be system generated or manually created Activities and User Notes -These are a combination of system generated activities and detailed description triggered by transactions posted in account and manual notes created by the user Examples: Notes can be additional information collected on refunds or the reason why an adjustment was performed Tasks - can be created by clicking the Create Task hyperlink and will be linked to the current billing account being viewed. Tasks created here can be viewed in User's My Work tab or by clicking the View Tasks hyperlink on this page Each activity or user note under this section will have a modified by stamps that identifies whether it was the system or if an individual (name will display) 4D 3

5 ID # - this is a hyperlink that when clicked the billing account information and settings display Billing Address the address on record where the statement is mailed Bill Type direct (this is to identify if the customer pays or the mortgage company pays for the insurance) In the future, homeowners products will be part of this system Due Day - the day the payment is due each month Minimum Due - when a bill is created the Minimum Due equals the monthly amount due. The minimum due can also include the past due amount and it is the total amount required to be paid for the current billing cycle Past Due - the amount that was requested to be paid but was not paid in due time Total Due - the total amount required to be collected to pay off the policy Total Paid - the total amount the customer has paid to date Policy # - the policy number link, here a list of policies in PAS will display Type - type of product (i.e. AAA Signature Series) Effective Date policy effective date Payment Plan payment plan selected by customer Policy Status - active, pending cancellation, cancelled, proposed, policy pending, premium calculated, customer declined, or company declined Billing Status Active: Billing activities are processed for this policy (i.e., invoices are generated, policy cancellation due to non-pay are processed, etc.) Hold: The policy is temporarily suspended, no invoices are generated and no policy cancellations due to non-pay are processed Pending Hold: The policy is considered as active but there is a Hold status scheduled Minimum Due - when a bill is created the Minimum Due equals the monthly amount due. The minimum due can also include the past due amount and it is the total amount required to be paid for current billing cycle Past Due - the amount that was requested to be paid but was not paid in due time 4D 4

6 Total Due - the total amount required to be collected to pay off the policy Total Paid - the total amount the customer has paid to date Overpaid - amount that has been paid, but has not yet been billed Description - displays the transaction type (deposit vs. installment) Installment Due - displays the amount due, less the installment fee, for transaction type Installment Due Date - reflects the date payment is due for payment plans: Standard Monthly, Annual, Semi-Annual Pay, Quarterly Pay and Low Deposit Pay Note: Transactions are listed chronologically. Date when the billing statement or cancellation notice is due. If it is an Earned Premium bill, this will be the date that the statement was generated Type billing statement Statement # back office use Minimum Due - when a bill is created the Minimum Due equals the monthly amount due. The minimum due can also include the past due amount and it is the total amount that needs to be paid for the current billing cycle Past Due - The amount that was requested to be paid but was not paid in due time Total Due - the total amount the customer owes on the policy 4D 5

7 Transaction Date - reflects the date the transaction took place Policy Effective Date - the date the policy was effective Policy # - The policy number Type - displays the transaction type (this is a hyperlink - when clicked the transaction details page displays) Subtype/Reason description of transaction type selected Amount - displays transaction amount (amounts in parentheses are credits and amounts without them are debits to the account) Status - displays the status of the transaction (e.g. applied, cleared) Action - displays applicable actions that may be performed for the transaction (FTS only) Note: Transactions are listed chronologically. Displays transactions that are pending or requires additional action (i.e., refunds requiring approval) Transaction Date - reflects the date the transaction took place Effective Date - the date the transaction posted in the account Type - displays the transaction type (this is a hyperlink - when clicked the transaction details page displays) Subtype/Reason description of transaction type selected Amount - displays transaction amount (amounts with parentheses are credits and amounts without them are debits to the account) Status - displays the status of the transaction (i.e., approved) Action - it will display applicable actions that may be performed for the transaction Premium: This is a transaction created in response to premium-bearing policy transaction - Policy Transactions that result in AP/RP directly impact the Total Due balance Payment: The transaction is created to process inbound payments (i.e., those customers send to pay their premium) and outbound payments (i.e., refunds) 4D 6

8 Adjustment: The transaction to adjust the account balance with or without a policy premium-bearing transaction (a typical case is writing off small premium balances automatically or manually as it is more costly to collect this small amount than to write it off) Fee: The transaction to apply certain fees to policies (i.e., installment fees) Learner Notes Note 4D 7

9 Demo 2 Billing Transactions In this demonstration, you will see how to: Search for a policy Accept a payment in PAS Update Billing Account Change Billing Address Change Payment Methods Activate Autopay Apply Overpayment Pay in Advance Scenario Beth Prewitt would like to make a payment and has some questions about her installment bill. Search for the Policy Once you log in you will see My Work tab Click the Search hyperlink in the upper right section of the screen In the Search window, Click the Policy radio button Enter the policy # in the Policy/Quote # textbox Click Search to display the Policy tab. 4D 8

10 Learner Notes Note Accept a Payment From the Policy Summary page, click the Billing tab Verify the amount under the Minimum Due field Click the Accept Payment hyperlink on the Payment & Other Transactions section to display the Payment Details window 4D 9

11 In the Payment Details window, select the Payment Method in the drop down (i.e., credit card) Enter Amount Due Click the OK button - the Billing General Information page displays again. You can make additional updates from this page. Update the Billing Account Click the Update Billing Account hyperlink located to the right of the Billing General Information heading. The Billing Account window displays. 4D 10

12 In the Billing Account window, make the following changes in the applicable fields: Change the address, which will change the billing address only To Add or Change the Payment Method: Click the Add Payment Method hyperlink to add a new payment method Complete Credit Card or Bank Acct information To Update the Payment Method Click Delete to delete the existing credit card. Once the card is deleted, add the new credit card or new payment method Add the Payment Method (see the process above) Click the box after Activate Autopay to activate this option Select the Payment Method from the Autopay selection drop down 4D 11

13 Access the form through On Demand Documents (look at a previous demo of this process) complete and have the customer sign it Submit document for imaging Over Payment Distribution Overpaid Amount - select if overpayment should be applied to the next installments or to all installments. Note: By default, customer preference for how overpayments are to be handled is set to Next Installments. If you wish to change the setting to All Installments, you must make the change prior to processing the payment. After processing the payment, change the setting back to Next Installments. Click OK - the Billing General Information page displays Pay in Advance If Billing Preferences were changed to All Installments, change them back again to Next Installment Discuss options for how overpayment is to be applied with the customer Click the Update Billing Account hyperlink Click the appropriate radio button for your desired choice under the Overpaid Amount Click OK, the Billing General Information page displays 4D 12

14 Click the Accept Payment hyperlink, in the Payment & Other Transactions section Select Payment Method Enter Amount - refresh screen by clicking outside the field Click OK the Billing General Information page displays Learner Notes Note Session Summary Summary In this session we completed the following tasks: Explain the various sections of the Billing Inquiry page Apply a payment to a customer's account Set up and modify a customer's billing preferences Change a customer's payment method Find relevant information in Online Help Glossary Key Terminology PAS - Policy Administration System - the system used for quoting, binding and modifying insurance policies. AP - Additional Premium added to a policy because of an endorsement. RP - Returned Premium deducted from a policy because of an endorsement. The amount displays in between parenthesis. 4D 13

15 Practice Activity Practice Overview Your Turn Using the policies provided to you, practice the different billing tasks. Credit Card Information Credit Card Number 1. Visa Learner Notes Note 4D 14