Travelers Direct Bill Inquiry 1
Contents Introduction 3 Accessing Direct Bill Inquiry 4 Customer Search Screen 5 Billing Activity Screen 6 Account Bill Sample 7 Account Bill Summary 8 Send and E-mail 9 Frequently Asked Questions 10 2
Introduction Travelers continues to look for ways to make it easier for our Independent Agents to do business with us. From Agent HQ SM to IENet SM, we are committed to building an infrastructure that helps agents increase efficiencies and grow more profitably in the long-term. Direct Bill Inquiry is just one of the tools we offer to improve your productivity. It is available real-time through your Applied, AMS, DORIS and INSTAR agency management systems. Benefits of Direct Bill Inquiry: A single point of entry through Agent HQ no installations, no new passwords Paperless access to information on your Service Center accounts Improved communication between your agency and Travelers Time-Savings Look up exact copies of bills without leaving your desk Accuracy All transactions viewed are exactly as issued Improved Customer Service When your insured calls with questions on their policy you ll be able to pull up the information in seconds Agencies, claim representatives and underwriters can view the same policy at the same time 3
Accessing Direct Bill Inquiry 1. Select Billing from the drop-down or left navigation bars. 2. Choose Billing Inquiry 4
Customer Search Screen 1. Enter the 9-character Account Number or enter the 8-character Policy Number in the specified field and select a form/description from the drop-down menu. *Note: For policies issued on St. Paul paper, do not select a Policy Form. 2. Click the Search button to begin the search process. 3. If the search is successful, the Billing Activity page will display (see page 6). 4. If the account number, policy number or policy form/description is entered incorrectly, a pop-up message will inform you that the combination entered cannot be found. Click the Reset button to clear all data. 5
Billing Activity Screen Once you have completed your search in Direct Bill Inquiry for a particular policy, you will be brought to the Bill Activity Screen. The Billing Activity Screen displays the following: 1. Insured s Name 2. Agency Name 3. Insured s Billing Account Number 4. Total Account Balance and Scheduled e-pay amount (if they are signed up for e-pay) Selecting Transactions A. Click on the Print link at the bottom of the screen and a clean copy of the billing activity will be printed. B. Using the left-hand navigation allows you to move to different inquiries for the account. C. To view the Account Bill, select the hyperlink under Type of Transaction. This will open a new browser window and present the paper transaction as it was created (see below). * Note: This is not a true duplicate of the paper bill. 6
The Account Bill screen displays the following: 1. Insured s Name 2. Agency Name 3. Insured s Billing Account Number 4. Option to Pay 5. Account Billing Summary 6. Transactions Summary Account Bill Sample 7
Account Balance Summary The Account Balance Summary screen displays the following: 1. Insured s Name 2. Agency Name 3. Insured s Billing Account Number 4. Account Balance for each policy held by the insured, along with an Account Total 8
e-pay Solicitation e-mail Providing information to your client is easy. From within the Direct Billing Inquiry function, you can send them an e-mail introducing them to the benefits of signing up for e-pay for Business Insurance. 9
Frequently Asked Questions Q: How far back will the listing of transactions go? A: Transactions for the last 24 months will be presented. Q: Is there a way to verify the billing address for policies? A: The billing name and address can be verified on the Billing Address screen. Q: Is there a way to confirm that a policy is financed or paid by someone other than the insured? A: The financing company displays other payer information on the Billing Address screen. Q: Where can I quickly check the status of individual policies? A: The status of a policy can be viewed on the Account Balance Summary screen. Q: Can I see when a payment was posted? Can I determine if a payment was applied to just a single policy? A: Payments will be shown whether they are posted on an account level or to a specific policy. A payment posted to a specific policy will show the policy number information to the right of the payment amount. This information can be found on the Billing Activity screen. Q: Will I be able to see bank returned check transactions? A: Yes, on the Billing Activity screen, checks that are returned unhonored by banks will be reflected as Bank Returned Payment. Q: Can I see the amount an insured will be billed for on the next bill statement? A: On the Account Balance Summary screen, the block titled Next Installment $ will show the installment due on each policy, the service change, the total amount due and the due date of the next statement. CAUTION: These figures will only be correct if the current bill is paid as billed. Q: Why is Account Bill underlined on the Billing Activity screen? A: Clicking on anything underlined in Inquiries will allow the user to see an electronic copy of the document. These types of links are historically available for 13 months. Q: Will I be able to determine if a Direct Notice of Cancellation for Nonpayment has been issued on a policy? A: The Billing Activity screen will display which policy or policies received notice of cancellation along with the minimum due date to reinstate. By clicking on the underlined transaction, you will see an electronic copy of the notice. Q: How can I verify if a policy has been reinstated? A: On the Billing Activity screen, under Type of Transaction, the phrase Policy Reinstated will display. The date the reinstatement notice was issued along with the policy information can also be found on this screen. Q: Can I access the Billing Information by Name instead of Policy Number? A: Not at this time. However, we are currently working on enhancing the application to offer this capability. 10