Agent FAQs
Billing/Invoicing
Am I able to register for auto-pay?
At this time, auto-pay registration is unavailable.
When will policyholders receive an invoice?
We will be generating a final catch-up cycle of invoicing encompassing those scheduled after the week of Aug. 26 — and will include charges related to premium installments, audits, AccuPremium and small deductibles. This process will commence the week of Oct. 7 and once complete, our normal invoicing cadence will resume.
How will they receive their invoice?
Invoices will be sent following the specified delivery method. For those enrolled in paperless billing, a pdf copy of the invoice will be attached to the email. Agents will not receive copies of invoices.
Why were there multiple installments included on the invoice?
We are working on catching up on any invoices that have not previously gone out during the system outage.
Who can I contact if I have a question about an invoice or need to make a request?
Please call 866-206-5851 and choose the Premium Billing option. Our customer service representatives will do their best to answer your question or accommodate your request with limited system availability.
How can I make a payment?
You can make a payment over the phone by calling 1-866-206-5851 and selecting the Premium Billing Option or checks can be mailed to our lockbox at the following address:
Accident Fund Insurance Company of America
P.O. Box 734928
Chicago, IL 60673-4928
If you would like to overnight a check, please send to the following address:
JP Morgan Chase
ATTN: Accident Fund Insurance Company of America
131 S. Dearborn 734928
Chicago, IL 60603
How do policyholders know if payments have been received?
Policyholders should check their bank statement to validate the check was cashed or they may call 1-866-206-5851 and select the Premium Billing option to confirm receipt of payment.
Will payments draft for customers enrolled in autopay?
For invoices sent the week of August 26th, auto-payments drafted on Sept. 30, 2024. An email was sent on Sept. 23 from [email protected] notifying you of the Sept. 30 draft date.
For invoices sent starting the week of October 7th, auto-pay will draft on draft date indicated on the payment confirmation email.
When will refunds be processed?
We have started premium refund processing and will work based on priority.
When will dividends be paid to Group Program members?
We are unable to process dividends until our systems have been restored, at which time we will begin sending payments as quickly as possible (oldest to newest).
Are policyholders on an AccuPremium payment plan able to report payroll?
Policyholders can call 844-722-2876 to report payroll while the systems are down. We are still receiving payrolls for AccuPremium users who utilize an integrated payroll reporting company. Payroll reports received after the invoicing run the week of August 26 will be invoiced upon full system restoration.
Can policyholders on an AccuPremium payment plan complete the initial registration process?
While you are not able to complete the registration for billing and invoicing on the customer portal at this time, you are able to complete the AccuPremium registration regarding your work comp reporting. To do so, please contact 844-722-2876 and press #1 for Payroll to confirm your payroll provider and reporting options in AccuPremium.
A policy was delinquent prior to your system outage. Will it cancel?
If an ‘Intent to Cancel’ was received prior to the system outage, cancellation will be effective on the specified date, unless payment has been received. If you need to request a reinstatement, please contact your Business Development or Underwriting team member.
How will policies be reinstated if a Notice of Cancellation (NOC) was sent prior to the outage?
Business Development / Underwriting will need confirmation that the payment was sent to the lockbox in conversation with the agent. The payment that would be required would need to bring the account current. Reinstatement will happen once the system is back up.
Agency Commissions
When will I receive my September commission payout?
September commissions will be paid the first week of October.
Audit
How do customers know if an audit has been processed and/or the status of an audit dispute?
Any dispute paperwork or audit paperwork that has been submitted has been received and is being reviewed. Upon validation of paperwork, revised audits will be processed accordingly.
Who can I contact if I have a question about an audit?
Please call 866-206-5851 and choose the Premium Audit option.
Who can I contact if an audit needs to be disputed?
Please call 866-206-5851 and choose the Premium Audit option or email [email protected].
Are audit worksheets available?
No; however, if you need a copy, please email [email protected].
Underwriting
How do agents submit and bind business?
We will continue to rate, quote and bind new business and renewals. For new business, a binder number will be provided until a policy number is able to be issued. Agents should submit an ACORD application via email to their Business Development or Underwriting team member who will complete an intake form. To bind, submit a bind order to the Business Development or Underwriting team member who provided the quotation.
Are you still issuing policies? If so, where can I access the policy documentation?
Printed policy and billing documents will be temporarily unavailable until systems are restored. Please submit requests to [email protected], and we will address them as quickly as possible once system functionality is restored.
How do agents submit a policy change?
We will be able to receive change requests, but they won’t be processed until systems are restored (including cancellations and reinstatements). Please submit requests to [email protected], and we will address them as promptly as possible.
How do agents access loss runs for customers?
Loss runs will continue to be available for accounts written with United Heartland, Third Coast Underwriters and National Accounts. For Accident Fund and CompWest, during this phase, loss runs will be limited to select accounts with premiums greater than $150K and will include data for the past five years plus the current year. Note that loss data is valued as of 8/31/24. Loss runs for policies under $150k will be temporarily unavailable. Please contact your Business Development or Underwriting team member for requests.
Claims
How do customers report a claim?
Claims can still be reported by calling 866-206-5851 or by emailing completed First Report of Injury documents to [email protected] (our other brand-specific claim reporting emails will also remain functional). Note that temporary claim numbers will be assigned – we will update them once systems are fully restored. For customers enrolled in TeleCompCare (TCC), claim reporting channels remain unaffected.
How do injured workers contact their adjuster?
Our claim adjusters have access to their email and phones.
Are medical payments as well as claimant reimbursements being made?
We are continuing to process medical payments. Some payments will be delayed. For specific medical payment related questions, please contact 866-206-5851 and select prompts for medical bill status.
Are indemnity payments as well as claimant reimbursements being made?
Scheduled injured worker indemnity payments will be made in advance through Sept. 27. For claims received after Sept. 6, alternative processes are in place.
When will online reporting be back up and running?
At this time, the status of our systems’ availability remains uncertain. We are diligently working to resolve the issue.
Do reports from Origami contain updated claims data?
While automated reports continue to run, the data is not current – claim data is valued as of 6/19/2024. Once our systems are restored, data will be reconciled and reports will be updated at that time.
