Frequently Asked Questions

This FAQ is being made available to help answer questions regarding the Manual Billing Fee ($3.50) for customers. This fee has been established to help cover the increased inflationary costs to print and mail Premium Due Notifications (PDNs).

What is this fee on my bill? / Why I am getting this fee on my bill?

“This manual billing fee is associated with and applies to any premium due notices that need to be printed and mailed due to increased costs.”

Is this manual billing fee a one-time fee or will I see it every month/quarter on my bill?

“This fee will be accessed every time we are required to print and mail a premium due notice to you.”

How do I get rid of this fee on my bill? / Can this fee be waived from my bill?

“You can eliminate this fee by establishing a new recurrent billing method to pay your premium due.”

What happens if I don’t pay this fee?

“There will be no impact to your insurance coverage or benefits.”

Will this fee affect my insurance and/or my billing?

“There will be no impact to your insurance coverage or billings.”

Any concerns beyond those referenced above should be escalated to the Executive Response Team.

Other Points

  • If a customer has more than $3.50 in prepay, the fee will be automatically deducted from their prepay account.
  • The manual billing fee does not accumulate.
  • Please set expectations for the customer if the customer wishes to switch from ACH or a credit card to direct billing.
  • Starting October 1, 2023, Connecticut residents cannot be charged a manual billing fee on a printed bill. Escalate the customer to the Executive Response Team if a CT customer calls to complain about a manual billing fee.

Examples

The comment screen will indicate if a billing fee was included on the PDN.

The manual billing fee will appear in the prepay screen. The manual billing fee will never appear on the billing history screen (F7).

On fmservice.com, the customer will be required to pay the manual billing fee. However, this fee can be avoided in the future if the customer enrolls in autopay.