Billing/Premium Audit

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.

We recently introduced our new self-service billing capabilities for eCLIQ^® Simple^TM issued policies. You’ll find many of the same billing self-service options as those available for eCLIQ policies through the Agent’s Portal. Your clients can now get the billing information they need, when they need it. They can make a one-time payment in a flash without creating an online account by using the link at the top of the consumer portal login page. The customer can create an online account to make updates to their personal preferences like financial data or email information, in real time, by clicking on the Settings tab on the account screen. The customer can easily view billing notices by clicking on the Notices tab.

For full details on our new agent and policyholder self-service capabilities, check out this quick guide. Stay tuned for exciting new enhancements coming soon for eCLIQ Simple billing accounts, including more payment plan options.

We at Liberty Mutual and Safeco Insurance are here for you and your customers. Effective March 23, 2020 we introduced a countrywide 60-day billing leniency policy for Safeco and Liberty Mutual small commercial customers, which has now been extended through June 15. This means that from March 23 through June 15, 2020, we are holding all non-pay cancellations.

Head over to Helping You Succeed for more information on billing, and please continue to check our COVID-19 resource page for updates.

Your Way Pay, our convenient pay-as-you-go billing option for workers compensation policies issued in eCLIQ^®, can be particularly helpful to small businesses in times of uncertainty. Real-time premium calculations based on actual payroll can help free up your clients’ cash flow when they need it most – and reduces the likelihood they’ll be paying more than needed through the year. With no down payment, no installment fees and a lower risk of an audit adjustment at the end of a policy term, Your Way Pay is always a great option.

Help clients get through these difficult times. Be sure to recommend adding Your Way Pay whenever you write or renew a workers compensation policy. Review the resources we’ve created to help you explain and recommend Your Way Pay to clients.

Your Way Pay is powered by SmartPay. You may only add Your Way Pay to new business or at policy renewal. Your Way Pay is not available in HI, OH, ND, WA and WY.