Policyholders can manage overdue payments through the self-service portal. Notifications are sent directly to policyholders when a payment is missed, and payments to clear the overdue amount can easily be made through their self-service account.
Notifications
All clients receive arrears notifications when a payment is missed via email, SMS, or post, depending on their preferred communication method. These notifications include the overdue amount and instructions for making a payment.
Paying Arrears through the Client Portal
For a client to pay an overdue amount:
- They login to their Client Portal.
- Open the policy with the overdue balance.
- If required, they might first need to update the payment method details to ensure the payment will be successful.
- Select the Pay Overdue button and follow the prompts to complete the payment.
Once the payment is processed, the policy status will update automatically and return to displaying that payments up-to-date. If the payment fails, the policy status will continue to show as overdue and the outstanding amount will not be cleared off their balance. Instead, the overdue amount will be added to their next scheduled payment, and they will continue to see the banner on their Client Portal informing them that they are overdue on payments for their policy premium.