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Why Billing Matters

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21 October 2012
Donald Light

I have a homeowners policy with the DoNotDisclose Insurance Company. DoNotDisclose is a large, primarily personal lines company.

My policy term ends on Oct 8 every year.This past August, I received the dec page and invoice for the new year, and paid it in full online.I mean, I thought I paid it in full. Today I discovered that whatever I did, did not result in a payment being made.

I’ve been away from home for a few days. Opening my mail today (October 21) I had a letter from DoNotDisclose telling me that my homeowners policy expired on October 8 due to non-payment of premium.The letter was post-marked October 16.Between my initial invoice in August and my Expiration Notice, I had received the following communications from DoNotDisclose: zilch, nada, and rien,

Looking at the letter telling me my largest single investment had been uninsured for the past two weeks literally made me queasy.

Does anyone know a good personal lines company that understands the relationship among billing technology, billing processes, communication, and customer experience?

Insight details

Industry
Life & Health Insurance, Property & Casualty Insurance
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Asia-Pacific, EMEA, LATAM, North America