Key Words / Phrases
- Reason payment not received
- Received letter payment due
- Need to make a payment
- Premium due notice
Premium Due Notice
Select F6 from the billing screen to view additional information about the premium due notice sent to the customer.
Premium due notices are sent to customers via email and regular mail. Sample premium due notice
I received a premium due notice letter. When is this due? What should I do?
“You can go pay online to fmservice.com as indicated in your letter or you can mail a check to our office using the coupon at the bottom of the letter. Please send your payment by the due date indicated on your letter.” [Note that we will still accept payment if the billing period is still open].
Where can I send my check?
“Send a check or money order to:
Franklin Madison Group
P.O. Box 11817
Newark, NJ 07101-8117”
If customer wants to send payment overnight:
Franklin Madison Group
ATTN: Cash Department
120 Brentwood Commons Way, Suite 700
Brentwood, TN 37027
Reasons Payment Rejected
Check the billing history screen (F7) and select the most recent month payment was not collected to see more detail.
Soft Decline
Insufficient funds or Do not honor for credit cards (typically this means there was not enough available credit on the account at the time we attempted to bill)
NEXT STEPS:
1. Let customer know it’s important to keep money in that account so the premium will be paid.
2. Ask the customer to mail their payment.
Hard decline
Account closed, Account frozen, Stop payment, Deceased, Stolen credit card, Invalid account, Unable to locate.
NEXT STEPS: BOTH STEPS ARE REQUIRED OR INSURANCE WILL BE CANCELLED
1. Customer needs to make a payment by mail or online at fmservice.com AND
2. Customer account needs to be updated by mail or online at fmservice.com – The account will remain in an unpaid status until we receive updated account information and payment. Premiums received will be placed in prepay until we receive updated account information.
Complete an Executive Response Form if a hard decline is due to “Invalid account” or “Unable to locate” AND the customer recently sent new account number information and has called multiple times to get this new account number information changed in the system. Inform the customer we need to look at the original request and update the account information.
Declined – bad phone
NEXT STEP: Let the customer know they have to update their phone number with Fingerhut by calling 1-800-208-2500.
Fingerhut customers can provide an alternate account to pay their premium. These customers do not need to have an open account with Fingerhut to keep their coverage.
Fingerhut’s billing descriptor has FMG, the product, coverage ID, and phone number.
fmservice.com
Customers are only able to pay their premium on fmservice.com when a Premium Due Notice has been issued.
If you see a premium is unpaid, check the comments screen (F9) to see if a PDN has been issued for that billing period. If a PDN has been issued, you can then point a customer to fmservice.com to make a payment. If a PDN has not been issued, let the customer know we will make another attempt to collect their premium.
Unpaid, Hard Decline
Unpaid, Direct Bill
Pay As A Guest
Customers can also pay their premium and update autopay without registering or logging in to fmservice.com.