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HomeQuestion of the Month

Question of the Month


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Agency Bill Practices
Agency Bill Practices
2014 September - How long do you allow an agent's payment statement go fully unpaid before you reach out to request payment?
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Billing & Collection Dept. Practices
Billing & Collection Dept. Practices
2024 May (PL Only) Are you using AI, Generative AI and/or Machine Learning in the Billing and Collections space?

2024 May (CL Only) Are you using AI, Generative AI and/or Machine Learning in the Billing and Collections space?

2023 July (PL Only) Do you account bill or policy bill?

2023 July (CL Only) Does your company report payments received for Global Programs to the broker?

2023 June (PL Only) Does your company provide employees with special summer hours?

2023 June (CL Only) Does your company provide employees with special summer hours?

2022 August (PL Only) What has your company implemented (or what do they plan to implement, if you have not returned to the office yet) regarding employees work location?

2022 August (CL Only) What has your company implemented (or what do they plan to implement, if you have not returned to the office yet) regarding employees work location?

2022 July (PL Only) Do you allow your 3rd party collections agencies to report delinquent debts to the credit bureau?

2022 July (CL Only) Do you allow your 3rd party collections agencies to report delinquent debts to the credit bureau?

2022 June (PL Only) Has your company recently offered any incentives to attract new, or retain existing talent?

2022 June (CL Only) Has your company recently offered any incentives to attract new, or retain existing talent?

2022 May (PL Only) Have you recently implemented a new system or are you planning to implement a new system in the near future?

2022 May (CL Only) Have you recently implemented a new system or are you planning to implement a new system in the near future?

2022 April (PL Only) Has your company offered any new incentives to attract new talent?

2022 April (CL Only) Has your company offered any new incentives to attract new talent?

2022 March (PL Only) Has your company experienced higher-than-normal employee turnover in current job market?

2022 March (CL Only) Has your company experienced higher-than-normal employee turnover in current job market?

2022 January (PL Only) Within the Billing & Collections space, what is your organization's primary focus in 2022?

2022 January (CL Only) Within the Billing & Collections space, what is your organization's primary focus in 2022?

2021 October (PL Only) How is your company marketing digital payments?

2021 October (CL Only) How is your company marketing digital payments?

2021 July (PL Only) How is your company driving conversion to digital payment methods for personal lines customers?

2021 July (CL Only) How is your company driving conversion to digital payment methods for commercial lines direct bill customers?

2021 April (PL Only) Does your company offer summer hours?

2021 April (CL Only) Does your company offer summer hours?

2021 March (PL Only) Has your company started to allow for business travel again?

2021 March (CL Only) Has your company started to allow for business travel again?

2021 February (PL Only) When applicable, what is your average fee per installment?

2021 February (CL Only) For Direct Bill customers, when applicable, what is your average fee per installment

2019 July (CL Only) Do you offer any other forms of payment other than bank draft or credit cards?

2020 July (PL Only) What is your organization’s primary focus for the second half of 2020?

2019 July (CL Only) Do you offer any other forms of payment other than bank draft or credit cards?

2019 July (PL Only) Do you offer any other forms of payment other than bank draft or credit cards?

2019 June (CL Only) Do you give insureds any benefit for setting up for automatic recurring payments?

2019 June (PL Only) Do you give insureds any benefit for setting up for automatic recurring payments?

2019 February (CL Only) What is your organization's primary methodology utilized to measure and track productivity models?

2019 February (PL Only) What is your organization's primary methodology utilized to measure and track productivity models?

2019 January (CL Only) Does your organization employ quality review programs to ensure compliance of Service Level Agreement (SLA) targets for on-shore and off-shore staff?

2019 January (PL Only) Does your organization employ quality review programs to ensure compliance of Service Level Agreement (SLA) targets for on-shore and off-shore staff

2018 August (CL Only) Do your internal collections staff earn commissions or just a straight salary?

2018 August (PL Only) Do your internal collections staff earn commissions or just a straight salary?

2018 May (CL Only) Is there any language in your policy documents allowing you to recoup collection fees if you sent the receivable to a 3rd party collection agency or pursued litigation? 

2018 May (PL Only) Is there any language in your policy documents allowing you to recoup collection fees if you sent the receivable to a 3rd party collection agency or pursued litigation?

2017 February (CL Only) - Does your company have restrictions for the types of insureds that can be placed on Direct Bill vs Agency_Bill?

2017 February (PL_Only)  - Does your company have restrictions for the types of insureds that can be placed on Direct Bill vs Agency Bill?

2016_March - From a collections perspective do you differentiate your process in any way for key customer accounts or producers?

2015_January - Does the direct manager write the employees annual performance review?

2015 June - Is hiring of summer inters a best practice within the billing collections department at your company?

2015 December - Operationally when measuring the age of an outstanding receivable do you measure the age of that item?

2014 May - Does your company have a dress code policy?

2014 June - Has your company transitioned away from a bank lockbox in favor or an internal lockbox?

2014 August - Does your collection department have a Recognition Incentives program separate and distinct from company wide programs?
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Call Centers
Call Centers
2020 December (CL Only) Do you outsource your customer service calls and email for billing and collections?

2020 December (PL Only) Do you outsource your customer service calls and email for billing and collections?

2018 July QotM (CL Only) - Do you record calls coming into your call centers?

2018 July QotM (PL Only) - Do you record calls coming into your call centers?

2017 May (CL_Only) - Do you require your phone representatives to verify the caller before providing billing information?

2017 May (PL Only) - Do you require your phone representatives to verify the caller before providing billing information?
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Cancellation Practices
Cancellation Practices
2023 April (PL Only) For direct bill policies, do you send premium to bad debt at the time of policy cancellation?

2023 April (CL Only) For direct bill policies, do you send premium to bad debt at the time of policy cancellation?

2020 November (CL Only) Do you notify additional insured(s) if a policy is canceling for non-payment of premium?

2020 November (PL Only) Do you notify additional insured(s) if a policy is canceling for non-payment of premium?

2020 March (CL Only) Do you flat cancel renewals for non-payment without customer/agent requests?

2020 March (PL Only) Do you flat cancel renewals for non-payment without customer/agent requests?

2019 December (CL Only) How does your organization send out direct notices of cancellation?

2019 December (PL Only) How does your organization send out direct notices of cancellation?

2019 April (PL Only) Do you allow customers to reinstate online within a certain time frame?

2019 March (PL Only) Do you lapse coverage for homeowners policies at renewal when no payment is received?

2016 April (PL  Only) -  Will your company flat cancel a policy if zero premium is received even if the cancellation date notice indicates a later cancellation date?

2016 May (CL Only) - Will your company flat cancel a policy if zero premium is received even if the cancellation date notice indicates a later cancellation date?

2015 July - When you agree to accept payment past a cancellation due date to restart or reinstate coverage, do you require a statement of no losses from the insured?

2015 August - If an insured contacts your billing department and indicates that they did not intent to renew their policy, what is your process to initiate a flat cancel?

2015 October - Do your Notices of Cancellation specify that the cancellation will be rescinded if the past due is paid by a specific date?
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Commissions
Commissions
2020 February (CL Only) What percentage of your agent commission statements are paperless?

2020 February (PL Only) What percentage of your agent commission statements are paperless?
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Direct Bill Commercial
Direct Bill Commercial
2020 October (CL Only) On Commercial Lines Policies that are Direct Billed, do you supply the customer or agent a payment schedule?

2019 September - How many different installment plan options are you offering to your customers?

2018 November - Do you have any installment plan restrictions based on past payment history?

2018 June - What method do you use to refund an overpayment or return premium to a customer?

2018 April - Do you file proof of claims on all insureds that file bankruptcy?

2018 March - Does your company have “Real-Time” Payment (non-batch processing) capabilities?

2017 January - When direct bill invoices are returned as undeliverable, do you do any research to determine whether the address needs to be updated?

2017 March - For direct bill accounts, do you offer an incentive to insureds who elect a paperless billing option?

2017 April - When your Commercial Lines direct bill customers register for self-service, do you default their settings to paperless?

2016  November - Do you pre-note (validate the banking information is correct prior to the first draw) for policies on recurring EFT or ACH?

2016 December - Are front-line associates authorized to waive late fees or reinstatement fees in order to collect the outstanding premium balance?
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Direct Bill Personal
Direct Bill Personal
2019 September - How many different installment plan options are you offering to your customers?

2018 November - Do you have any installment plan restrictions based on past payment history?

2018 June - What method do you use to refund an overpayment or return premium to a customer?

2018 April - Do you file proof of claims on all insureds that file bankruptcy?

2018 March - Does your company have “Real-Time” Payment (non-batch processing) capabilities?

2017 January - When direct bill invoices are returned as undeliverable, do you do any research to determine whether the address needs to be updated?

2017 March - For direct bill accounts, do you offer incentives to insureds who elect a paperless billing option?

2017 April - When your Personal Lines direct bill customers register for self-service, do you default their settings to paperless?

2016 December - Are front-line associates authorized to waive late fees or reinstatement fees in order to collect the outstanding premium balance?

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E Billing
E Billing
2017 June (CL Only) - What is your primary method for delivering your Commercial Lines paperless billing invoice?

2017 June (PL Only) - What is your primary method for delivering your Personal Lines paperless billing invoice?

2017 August (CL Only) - For direct bill accounts, do you offer incentives to insureds who elect a paperless billing option?

2017 August (PL Only) - -For direct bill accounts, do you offer incentives to insureds who elect a paperless billing option?
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Other PL
Other PL
2023 January (PL Only) If you could pick one virtual roundtable topic for Q1 Q2 2023, what would it be?

2021 September (PL Only) Is your company starting to see an increase in non-payment / bad debt due to the COVID-19 pandemic?

2020 October (PL Only) For the Personal Lines companies who are doing electronic mortgage company payments, do you have an in-house solution or a vendor solution?

2020 June (PL Only) Is your company allowing employees to carry over additional unused vacation days?

2020 May (PL Only) The single greatest business challenge you faced relative to your organization's response to the "Stay at Home" order was?

2018 December PL Only What is your organizations’ biggest non-admitted statutory concern towards 2018 year-end goal

2018 September QotM PL Only - Is your company using an Agile framework to implement its IT projects?

2018 February Please rank the following topics in order of interest for a Personal Lines virtual roundtable.

2018 January (PL Only) - What billing changes do you allow insureds to make?

2017 September - In order to best meet the needs of our membership, please rank the surveys with the with the top one being the survey that you found most meaningful.

2017 October - Does your company track DPO (Days Premium Outstanding) as a KPI (Key Performance Indicator)?

2016 April - What is your basis for calculating threat reserves for future bad debt charge-offs?

2016_September - What has been your experience with the level of timely service from the US Postal Service over the past six months? (choose the best one that describes your experience)
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Outsourced Receivables
Outsourced Receivables
2019 October (CL Only) How does your organization manage the placement/recovery process once a balance is referred to a Third-Party Collection Agency?

2019 October (PL Only) How does your organization manage the placement/recovery process once a balance is referred to a Third-Party Collection Agency?
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Robotics Commercial Lines
Robotics Commercial Lines
2019 August - Is your company using Artificial Intelligence in the collections space?

2017 July - There are exciting new technologies in Artificial Intelligence (Robotics, Smart Emails, and Chatbot to name a few). Is your company currently using robotics in the Commercial Lines Billing space?
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Robotics Personal Lines
Robotics Personal Lines
2019 August - Is your company using Artificial Intelligence in the collections space?

2017 July - There are exciting new technologies in Artificial intelligence (Robotics, Smart Emails, Chatbots to name a few).  Is your company currently using Robotics?
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Selling Receivables
Selling Receivables
2014 November - Have you or anyone in your department been involved in selling current or overdue premium or subrogation receivables?
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Social Media
Social Media
2015 February - Do you have a Twitter account?
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Worker's Compensation Practices
Worker's Compensation Practices
2021 December (CL Only) For BI workers comp policies do you offer payroll reporting to determine premium amount due during the reporting period?

2021 December (PL Only) For BI workers comp policies do you offer payroll reporting to determine premium amount due during the reporting period?

2019 March (CL Only) What is the biggest driver of audit disputes for your Workers Comp business?

2016 January - On workers compensation policy, if an insured sends payment after the cancellation date but before the audit is completed, do you send back the money?