Billing/Premium Audit

Starting in September, agency-billed policies will begin billing through our modernized billing experience. This is an important step on our journey toward a best-in-class billing experience for both agents and customers.

Here are the key improvements:

• A simplified new business billing setup with the removal of the Arrange financials step
• Agency bill statements now available through the Agency Financials Portal

To learn more about the simplified billing process, take a look at this overview of the new billing setup.

For details on how to access the agency billing statements that will be available in September, take a look at our Agency Financials Portal guide.

The new Agency Financials Portal helps you quickly locate and download key financial information for policies contained in our new billing system. Search for and sort policy transactions, export policy data and download commission rates with ease. To access the tool, log in to the Agents’ Portal, open the My agency menu and click Agency Financials Portal under Agency financials & commission. For more information, check out the Agency Financials Portal Guide.

On July 14, agency bill payment plans on eCLIQ Simple products will be expanded to align with the payment plans offered on our legacy eCLIQ program.

The following payment plan options will be available*:

• Full-pay
• Semi-annual
• Quarterly
• Monthly – 12 equal installments
• Monthly – 10% down, 9 equal installments
• Monthly – 30% down, 9 equal installments

Each policy on the policy account may share the same payment plan, or you may select a specific payment plan for each policy.

If you need a refresher, take a closer look at how each payment plan works.

*Some exceptions may apply.

We are committed to providing best-in-class systems and processes to help agents provide a premier experience for your customers. We are continuing to migrate policies onto a new billing platform, which will provide a better overall billing experience.

As part of this migration, effective Feb. 1, we will no longer allow any California reinstatements due to non-pay.

Visit the Agents’ Portal to set up email notifications or refer to this Agent FAQ for more information on the billing transition.

As part of our continued efforts to provide best-in-class systems and processes to you and your Liberty Mutual^® small commercial customers, we have begun to migrate eCLIQ^® policies onto a new billing platform.

You will first notice this change on new business policies, and over the next 12 to 18 months, renewal policies will also transition from the legacy billing system.

Customers will gain access to improved online self-service through the Billing Online Self-Service Portal, which will also inform them of important account information such as policy renewals.

Once the transition is complete, you will have a unified billing experience, including service processes and commission statements. Until then, you’ll receive commission statements from both systems, and there will be two billing phone numbers for legacy policies (1-866-290-2920) and policies that have transitioned (1-844-961-0334).

Agents in California, Connecticut, Maine, New Hampshire and Vermont have likely already begun seeing changes in the billing process for some policies.

For more detailed information about what’s changing and how it will impact you and your customers, check out this FAQ.

States affected: FL, IA, MA, NC, ND, WV

Beginning in July 2022, Liberty Mutual will implement the following fee changes for policies on installment payment plans.

Iowa, Massachusetts and North Dakota:

• Introduce a $5 recurring electronic funds transfer fee
• Increase bill by mail and recurring credit card fees up to $8

Florida:

• Introduce a $1 recurring electronic funds transfer fee

North Carolina and West Virginia:

• Introduce a $3 recurring electronic funds transfer fee

The increases will be applied to all new and existing policies written or renewed on August 14, 2022, or later. Customers can avoid the installment fees by paying their premiums in full using any payment method.

Bill fees have not increased for several years even though processing costs have continued to rise. Matching fees to the cost of processing differentiates our preferred payment methods and creates transparency, which allows you to help customers make an informed payment choice. In addition, fees are widely accepted across the P&C industry and these increases will keep Liberty Mutual in line with key competitors.

This is a country-wide rollout. Additional dates and states will be communicated as they are approved.

States affected: AK, AL, AR, DC, KS, MD, MO, SD, TN, VA, WA

Beginning in June 2022, Liberty Mutual will implement the following fee changes for policies on installment payment plans:

• Introduce a $5 recurring electronic funds transfer (EFT) fee
• Increase bill by mail and recurring credit card fees up to $8

The increase will be applied to all new and existing policies written or renewed on July 17, 2022, or later. Customers can avoid the installment fees by paying their premiums in full using any payment method.

Bill fees have not increased for several years even though processing costs have continued to rise. Matching fees to the cost of processing differentiates our preferred payment methods and creates transparency, which allows you to help customers make an informed payment choice. In addition, fees are widely accepted across the P&C industry and these increases will keep Liberty Mutual in line with key competitors.

This is a country-wide rollout. Additional dates and states will be communicated as they are approved.

Beginning in April 2022, Liberty Mutual will implement the following fee changes for policies on installment payment plans:

• Introduce a $5 recurring electronic funds transfer (EFT) fee
• Increase bill by mail and recurring credit card fees up to $8

The increase will be applied to all new and existing policies written or renewed on May 15, 2022, or later. Customers can avoid the installment fees by paying their premiums in full using any payment method.

Bill fees have not increased for several years even though processing costs have continued to rise. Matching fees to the cost of processing differentiates our preferred payment methods and creates transparency, which allows you to help customers make an informed payment choice. In addition, fees are widely accepted across the P&C industry and these increases will keep Liberty Mutual in line with key competitors.

This is a country-wide rollout. Additional dates and states will be communicated as they are approved.

States affected: CT, ID, MI, MN, NJ, NY, RI, SC, WY

Beginning in April 2022, Liberty Mutual will implement the following fee changes for policies on installment payment plans:

• Introduce a $5 recurring electronic funds transfer (EFT) fee
• Increase bill by mail and recurring credit card fees up to $8

The increase will be applied to all new and existing policies written or renewed on April 10, 2022, or later. Customers can avoid the installment fees by paying their premiums in full using any payment method.

Bill fees have not increased for several years even though processing costs have continued to rise. Matching fees to the cost of processing differentiates our preferred payment methods and creates transparency, which allows you to help customers make an informed payment choice. In addition, fees are widely accepted across the P&C industry and these increases will keep Liberty Mutual in line with key competitors.

This is a country-wide rollout. Additional dates and states will be communicated as they are approved.

Liberty Mutual would like your opinion on improving billing options so they work better for you.

Please complete a brief survey about your use of the Statement of Account for your Liberty Mutual policies and your use of Premium Finance when issuing policies. It only takes about three minutes to complete the survey and your feedback will help create better billing options.

Also, if you’re willing to chat further about these topics, we may want to schedule a conversation with you, so please share your contact information in the survey. Thank you for sharing your feedback!

In April 2020, we issued a 15% refund on two months of premium coverage for all business owner’s policies, including those that were written as part of a specialty program. Those refunds were issued as checks to your clients to help ease the financial burden that the pandemic placed on many small businesses.

Today, our records indicate that several thousand of those checks have gone uncashed. We want to let you know that this month, we will be canceling those checks and will issue the outstanding refunds as credit on those customer accounts.

Helping you support your business-owning clients continues to be a top priority for us.

We’re continuing to improve eCLIQ Simple in an effort to save you time and make your work easier. You can now access online direct bill commission statements for policies issued in eCLIQ Simple and billed through the self-service billing platform we’ll be using going forward. To access the statements, simply visit the Agents’ Portal, open the Administration tab and click Direct Bill Commissions. We also recently activated clearance functionality for auto and BOP policies quoted on the platform. That way, when you are the first to quote a given risk in eCLIQ Simple, the system will reserve the market for you. Likewise, if you try to quote a risk another agent has already quoted, the system will prompt you to contact your underwriter, preventing you from wasting your time quoting a risk already reserved for another agent.