Claims Payments FAQ

 
Claims General FAQ Image
Claims Getting Started FAQ Image
Claims Single and Multi-party FAQ Image
Claims Adjusters FAQ Image
Claims Finance FAQ Image
Claims Vendors, Providers, & Leanholders FAQ Image

Claims General FAQ - Body IconGeneral FAQ

How does One Inc Digital Claims Payments help insurers?

One Inc helps insurers address the three big challenges in claims payments:

  1. Retention – Customers need their money fast and expect smooth, convenient peril resolutions. Traditional methods for paying claims – particularly mailing checks –fail to deliver on these expectations and contribute to the complexities of paying unbanked payees and multi-party scenarios.
  2. Costs – Printing and mailing checks is expensive, extends cycle time, and exposes you to increased claim severity by keeping the claim open longer. On the administrative side, reporting & reconciliation is made more difficult with the management of multiple vendors for inbound and outbound payments.
  3. Security & Compliance – Fraud is prevalent, protecting payment instrument data is a requirement, and mitigating organizational risk is resource-intensive.
What are the main use cases for One Inc Digital Claim Payments?
  1. Payments to policyholders
  2. Payments to non-policyholder claimants
  3. Payments to vendors (e.g., law offices, disaster recovery services, body shops) & providers (healthcare)
  4. Payments to unbanked claimants
  5. Payments to policyholders in CAT situations
  6. Payment and approvals to multiple parties with interest in a single claim
What are the top features of One Inc’s claim payments solution?
  1. Multiple payment channels – ACH and ClaimsCard™
  2. Digital Engagement - Leverage SMS and email to communicate with parties on the claim throughout the payment process, including status updates, payment confirmation, and instructions to access funds.
  3. Multi-party– Disbursing funds to multiple people/vendors/providers on a claim.
  4. Reporting & reconciliation
  5. Integrates directly into your claims management system
    • API – Create the user interface that fits your adjusters' workflow, within your claims system, and call our API.
  6. Claim Party Portals – Portals for approving or contesting payment amounts, accessing or transferring funds digitally, and viewing transaction history on prepaid cards.
  7. Configurable branding
    • Configurable claim party portals and email templates for your messaging and branding.
    • Configurable color palette and logo to match your branding.
  8. Transfer to previously saved bank accounts (via tokenization)
  9. Payee-facing two-factor authentication utilized to combat fraud

 

Through which channels does One Inc pay claims?
  1. Instant ClaimsCard™ accessed via online self-service portal.
  2. ACH
Does One Inc support international business and other languages?

Not at this time. 

Claims Getting Started FAQ Body IconGetting Started FAQ

Implementation

How do I implement One Inc Digital Claim Payments?

Your team designs and builds the user experience for your claims adjusters within your claims management system and then connects to One Inc via APIs.

Our claims payments solution sits on top of your claims system, which will always remain the system of record, so there is minimal information manually entered and no need for a user to log into to a separate application.

What are the typical integration points?

Some typical integration points include, but are not limited to:

  • Claims systems integration
  • Posting disbursements back to the claims systems
  • Policy/billing system integration
Is the user interface configurable?

Yes. We provide user interfaces with configurable colors, logo and text as needed by the supported options:

  • Claim party portals for collecting approvals and payment method selection
  • Self-service portal (payee-facing) - viewing, managing, and transferring funds from ClaimsCard™ option.
  • Payee email templates (payee-facing)
What is the character limit on text messages?

160 characters

Does One Inc offer paper checks for claims payments?

No, One Inc does NOT offer a service for printing and mailing paper checks. If a payee selects check as his/her preferred payment channel, our system will tell your system of the selection, and you should process the check as you do today.

However, if a payee is utilizing a ClaimsCard™ within the self-service portal and wants to convert it to check, One Inc will facilitate process of sending that check.

Security

How secure is the payee's sensitive information (i.e. bank account)?

All payment instrument data submitted by payees is captured by One Inc and tokenized. Sensitive data never traverses your network. The only data you store is a token representing a payment instrument. One Inc stores a matching token. Any sensitive data stored on One Inc’s servers is stored following the highest security standards set forth by regulatory and compliance best practices, such as the PCI DSS, NACHA, and SOC 2 Type 2.

What mechanisms are in place to protect against fraud?

For a payee to provide their bank account, they need to go through two-factor authentication using identification criteria provided by you. They will also need to enter an identification code we send them. Our goal is to ensure that the payee is who they say they are.

How many attempts do payees have to enter their validation information (i.e. last 4 of phone and zip code) before they are locked out or an error message is displayed?

The default is 3 attempts.

Do the text/email links to payees expire?
Yes. The timeframe is configurable.
Do tokens ever expire once they are stored?

No.

What is in place to ensure an employee doesn’t enter their own bank account information when signing up a payee?

It is best practice to simply remove the ability for an adjuster to manually input bank account information. For that reason, bank account information is captured through a secure link sent to the payee, which requires two-factor authentication.

If an adjuster dishonestly enters in a bank account and money is sent to an incorrect account, is there any way to recover the funds?

We would work with the customer to research the root cause of why the money was sent to the incorrect account. Then, with our support and accounting teams, we would determine the correct course of action. Often, the process of recovering the money would have to go through the receiving bank and our customer would need to perform the necessary actions to recover money themselves. These are handled on a case-by-case basis.

Can we attach claim information to the payee information sent?
Yes. There is an optional field where you can input any information about the claim. It can be displayed in the claim party portal and on all payee emails.

Claims Single and Multi-party FAQ Body IconSingle & Multi Party FAQ

Single Party

How does One Inc handle a single party scenario?
  1. Verification Step 1 – Payees are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. text or voice).
  3. Verification Step 3 – The payee enters the unique identification code sent via text or voice.
  4. Payee selects preferred payment method (bank account or ClaimsCard™ (backed by the power of VISA®).
    Note: If the claimant prefers check, One Inc will tell your system that the payee has selected check. Then, you send it through your existing process for sending checks.
  5. The payment is processed.
    If the method is bank account or check, a confirmation is sent.
    If the method is a ClaimsCard™, a confirmation is sent with a link to access the card online and view transaction activity.
Can payees input their information and get paid later?

Yes. The workflow is as follows:

  1. Verification Step 1 – Payees are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. text or voice).
  3. Verification Step 3 – The payee enters the unique identification code sent via text or voice.
  4. The payee then enters bank account information.
  5. The payee’s bank account information is tokenized and stored for future use.
  6. Adjuster works on the claim.
  7. Optional: If the amount to be paid is above the adjuster’s authority, he/she will go through the internal approval process.
  8. Once the amount is approved, the adjuster makes the payment to the previously saved payment method (bank account or VISA® powered ClaimsCard™).

Multi-Party

How do I initiate the approval and payment process when multiple parties are involved in a claim payment?
You will initiate the Create Approval API Request, which will define the roles for each claim party. The role will determine the actions each party will have to complete in order for the claim payment to be processed. 
What is the user experience for the approval-only role?
  1. Verification Step 1 – Approvers go through authentication process.
  2. Parties are taken to the approvals page where they can either approve or contest the payment amount.
  3. If they approve, they receive a confirmation.
  4. If they contest, the adjuster will be notified with a reason included. This will halt the process for other parties on the claim.
What is the user experience for the approval-and-payment role?
  1. Verification Step 1 – Payees and/or approvers are asked for information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. text or voice).
  3. Verification Step 3 – The payee enters the unique identification code sent via text or voice.
  4. Review claim information.
  5. Claimant parties submit their approval.
  6. Claimant parties select their preferred payment method.
    1. If they are supplying the last required approval, payments to all payees, including themselves, will be automatically disbursed when that final approval is submitted.
    2. If there are other parties that still need to supply an approval, the selected payment method for this person will be saved and used as soon as the last party approves.
  7. Once the last party approves, the payment is processed.
    1. If bank account or check, a confirmation will be sent.
    2. If it's virtual card, a confirmation is sent with a self-service link.
What is the user experience for the payment-only role?
  1. Verification Step 1 – Payees are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. text or voice).
  3. Verification Step 3 – The payee enters the unique identification code sent via text or voice.
  4. Review claim information.
  5. Payees select preferred payment method.
  6. If other parties on the claim must submit an approval, the payment is disbursed immediately following the submission of approval from all approving parties on the claim.
    1. If bank account or check, a confirmation will be sent.
    2. If it's virtual card, a confirmation is sent with a link to access the card and view transaction activity.
How is payment disbursement handled when a payee already made a payment method selection and provided the information required?
  1. Prerequisite: The payee has already made a payment method selection and has provided any information required to receive a payment through that method (such as bank account and routing number to receive a payment via ACH).
  2. Scenario 1: No approval is required of the payee and the adjuster prefers to send the payment manually from their own system via the previously selected preferred payment method for the payee.
  3. Scenario 2: No approval is required of the payee. Another party on the claim disapproves. Then, the adjuster settles the issue, all approving parties approve, and the payee receives her payment (and notification of payment) without having to re-select a preferred payment method.
  4. Scenario 3 (only if the payee is receiving a payment): A payee who is also an approver has submitted her approval and selected a payment method. Another party on the claim disapproves. Then, the adjuster settles the issue, and the resolution does not change the amount to which the payee had previously approved. The payee receives her payment (and notification of payment) without having to re-approve (for the same amount) or re-select a preferred payment method.

    Note: This scenario is configurable based on your business rules. You have the option to have payees who are also approvers go through a re-approval process rather than sending the payment without obtaining a re-approval. This is subject to your business rules.

Claims Adjusters FAQ Body IconAdjusters FAQ

General

What happens when a phone number or email address needs to be changed?

We have an API for updating an account. An adjuster can enter a different phone number or email address to send a request to the payee.

Do links to approval and payment portals expire?

Yes. When a request goes out to a payee to provide approval and/or payment information, that request itself has an expiration. The expiration is configurable but, by default, is set to 24 hours. You can, at any time, call the API to check on the status of that request. You can also resend the request to the payee.

Is there a limit to the number of One Inc sign-up emails we can send to the payee? What happens if the payee uses the initial sign-up email as opposed to the latest sign up email?

You can send as many emails as you want. However, we strongly recommend you limit it.

Can confirmation to the payee also be sent to us?

In the near future, insurers will be able to receive a copy of all communication sent to claim parties.  Currently, transaction information is provided via API.

Will the payee receive any claim payment communication in the mail from One Inc?

No. All claim payment communication is sent via email or text and is branded for your organization.

Is there a fee for the recipient for receiving a claim payment using One Inc?

No.

Can the payee un-enroll from One Inc Claims Payments? If so, what does that look like?

The decision to enroll is decided by the payee and insurer. One Inc is involved after the decision to enroll in digital claims payments is made. However, the ability to un-enroll is possible. You would need a business process that allows you to do so (if you don’t have one already). For example, in your claims system you may have a dropdown list “Preferred Payment Method.” This would include tokens we’ve created and a physical check option. We don’t stop you from selecting the physical check option. If you select physical check, your claims system would go back to sending physical checks.

Approvals

How will parties on the claim know if they are required to make an approval?

They will be prompted to approve or contest the payment amount after authenticating themselves into their respective self-service portals.

How do parties on the claim authenticate themselves into their self-service portal?

After receiving a link to their account via email, they will be required to go through an authentication process.

How will parties on the claim know if other parties have approved or not?

They, along with all others associated with the claim, will be notified via email. Also, when selecting their preferred payment method online, they will see how many of the total required approvals have been submitted from all approving parties on the claim.

What happens if an approving party disapproves of the claim amount?

All approval parties will be notified via email and the adjuster will be notified via the API call including the contest reason provided by the disapproving party. This will halt the process for other parties on the claim. Consequently, payments will not be disbursed until the contest reason is resolved by the adjuster and all parties requiring approval have submitted an approval.

Payment Methods

Through which channels does One Inc pay claims?
  1. Instant ClaimsCard™ (with the power of VISA®) accessed via online ClaimsPay® account.
  2. ACH transfer (eCheck) via online claims account.
What is the ClaimsCard™?

ClaimsCard™ is an instant, online card accessed through a secure, self-service website. It is used for any card-not-present transaction.

The benefit of a ClaimsCard™ is the instant payout capabilities. Once the claim is approved and the adjuster creates the transaction, the funds are instantly available in the payee’s account.

How do I transition from writing checks with multiple names on the check to using “or” language?

If there are multiple people that can approve and/or receive a payment on behalf of one of the parties on the claim, identify the approver. Once everyone completes their necessary actions, the payment will be disbursed to the appropriate party or parties. 

How do I transition from writing checks with multiple names on the check to using “and” language?

In this situation, multiple people representing a single party on the claim must approve a single payment to be made to that party. A common example is writing a check with a policyholder's and law office’s name on the check using “and” language. To meet this requirement, you will send links to both parties on the check. One will be an approver-only and the other will be an approver and payee. The latter will select a payment method and receive the payment. Both will need to submit approvals before the payment is disbursed. 

Making Payments

How quickly are funds available to the payee once a claim has been approved?

Funds can be spent instantly via a VISA® ClaimsCard™. ACH transfers take 1-3 business days.

If a claim requires actions from multiple parties on the claim, the payment disbursement process will not begin until all required approvals have been completed.

How do I make a payment to a payee with a previously saved bank account?

You can create business logic within your claims management system that will allow you to select previously saved bank accounts, if available. This action would tell One Inc's API to push money out to that existing bank account.  

How do I make a payment to a payee without a previously saved bank account?

You can create business logic that allows you to click on a new claim, select "Add New," and then send a secure link to uor portal where the payee can provide their bank account information.  This communication can be sent via text or email. The payee will then follow the instructions to set up their bank account and receive a confirmation when bank information is saved.

How do I make a payment to an unbanked payee?

You will make a payment to the payee with a ClaimsCard™, following the steps below:

  • Verification Step 1 – Request the two pieces of information about the payee that is in the system. Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  • Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. text or voice).
  • Verification Step 3 – The payee enters the unique identification code sent via text or voice.
  • Payee selects ClaimsCard™ as their preferred payment method
  • The payment is processed
    • If it's a ClaimsCard™, a confirmation is sent with a link to access the card and view transaction activity.
How do I know if a payment failed?

There are two scenarios in which a payment will fail:

  1. Failure at Gateway – If this occurs, you will know in the response of the real-time API call that creates the transaction.
  2. Bank Returns the Transaction – If this occurs, you will receive an email notification that a transaction has been returned. You will also be able to run a ‘Returned Transaction Report’ inside One Inc Digital Payments.
  3. When using an approval request to allow payees to select their payment method and it fails, they will be notified and we'll send an update to your service. 
If duplicate payments are made, how do we recover the money?

This is a very rare situation. We have a duplicate payment check in our system that checks payment method and amount with a configurable time element (default is 2-minutes). If payment method and amount are the same and time between transactions is less than 2-minutes, it will block the transaction.

If you catch it immediately, we have void capabilities through our API and the money would never get sent to the payee. You would have to void the payment before the batch closes.

If you catch it after the batch closes, it would be a manual process triggered by you and the One Inc Support Team.

In an approval-request scenario, there is duplicate check criteria around claim number, total amount, and the same group of account identifiers. If a duplicate occurs in this situation, the API call would error.

Can I set up automatic recurring payments to claimants?

Yes, you will setup the recurring schedule of payments in your system. When it’s time for the payment to be made, your organization will have it setup to call the ‘Make Payment’ API appropriate to the correct payment method.

Is there the ability to schedule a payment to be processed on a future date or cancel/change a scheduled future payment pending (with audit history)?

Future scheduled payments will be managed in your existing claims system(s).  Our solution provides the ability to capture the electronic payment method details (e.g., bank account and routing number) as well as process the disbursement on its scheduled payment date. 

 

Claims Finance FAQ Body IconFinance FAQ

How does my finance team report and reconcile claims payments with One Inc?

One Inc provides daily batch reporting for outbound payments. These reports can be downloaded to Excel for reconciliation with other systems. You can also utilize our admin portal where you can run real-time reporting and search by a claim number. In addition, transaction data is available via API – allowing you to conduct programmatic reconciliation within your systems.

Is there the ability to schedule a payment to be processed on a future date or cancel/change a scheduled future payment pending (with audit history)?

Future scheduled payments will be managed in your existing claims system(s). Our solution provides the ability to capture the electronic payment method details (e.g., bank account and routing number) as well as process the disbursement on its scheduled payment date.

 

If duplicate payments are made, how do we recover the money?

This is a very rare situation. We have a duplicate payment check in our system that checks payment method and amount with a configurable time element (default is 2-minutes). If payment method and amount are the same and time between transactions is less than 2-minutes, it will block the transaction.

If you catch it immediately, we have void capabilities through our API and the money would never get sent to the payee. You would have to void the payment before the batch closes.

If you catch it after the batch closes, it would be a manual process triggered by you and the One Inc Support Team.

How quickly are funds available to the payee once a claim has been approved?

Funds can be spent instantly via a ClaimsCard™. ACH transfers take 1-3 business days.

If a claim requires approvals from multiple parties on the claim, the payment disbursement process will not begin until all required approvals have been completed.

If approvals are required, when are funds disbursed?

Funds are automatically disbursed to all payees via their payment method of choice immediately following the submission of the last required approval from all parties on the claim.

Is there a fee for receiving claim payments sent using One Inc?
No.
How do we get setup to properly pay claims with One Inc?
  1. Work with One Inc to set up a prefunded FBO account. The amount funded is based on our proprietary formula.
  2. Provide a designated account from which money can be pulled to pay claims.
  3. Go through account authorization in which you confirm that One Inc is authorized to debit and credit the designated account.
Why do we have to prefund an account?

Prefunding is necessary to ensure there are funds to send payees.

How does the prefunding and designated account process work?
  1. Prefund the FBO account with a set amount of funds.
  2. Each day, One Inc will pay the claims that are submitted to the payees.
  3. Then, One Inc will debit the designated account for each claim.
What happens when the FBO account has become underfunded?

If funds drop below the designated amount, One Inc Accounting will email your point of contact with instructions to fund the account with the dollar amount needed to replenish the account.

What happens if there are insufficient funds?

If there are not enough funds in the FBO account to cover outgoing payments, One Inc Accounting will receive an NSF notification from Wells Fargo first thing the next morning following batch close. At that point, One Inc Accounting will email or call your point of contact instructing how to fund the FBO account with the correct dollar amount.

What is the fund flow for ACH Payments?
  1. You will prefund a One Inc FBO (For the Benefit Of) account with a certain dollar amount using a proprietary formula.
  2. Each day, claims payments will be included in a batch, once the daily batch closes these claims are compiled into an ACH file, which is processed the next morning.
  3. If the claim is less than $25,000 the payee will receive the claims payment 1 Business Day after Batch Close.
  4. If the claim is greater than $25,000 the payee will receive the claims payment 2 Business Days after Batch Close, due to NACHA Same Day ACH Rules. (NACHA is the National Automated Clearing House Association)
  5. Your Designated Account will be debited daily based on the previous days’ batch and the NACHA regulations regarding the $25,000 threshold detailed above.
How do returns work for ACH?

Due to our authentication process, returns are unlikely to be a problem. However, if the insured “fat fingers” their bank account information, there is a process in place to resend the payment information email. From a technological perspective, there can be an infinite number of payments to a single claim. From an accounting perspective, the bank will process a return within 2 banking days of the original ACH payment and you will receive the ACH return information from One Inc. At the same time, One Inc will return the funds to you and you can initiate a new claim payment. 

What is escheatment as it relates to the ClaimsCard™?
Escheatment on the ClaimsCard™ is when a cardholder has unused funds on a card that have been deemed abandoned by applicable law and the unused funds revert or “escheat” to the state as unclaimed property.
Why is escheatment important?
Unclaimed or abandoned property laws aim to make it easier for a property owner, such as a cardholder, to later locate his/her property. These laws provide that property that is unclaimed for a specified period of time, often called a dormancy period, is deemed abandoned and escheats to the state. At that point, the holder of the property must turn it over to the designated state agency. A property owner can then reclaim his or her property by filing a claim with the state agency.
How often does the card issuer check if an account has gone into escheatment?
Annually, depending on the state deadlines. State dormancy periods are 3 or 5 years, so unused funds on a card will not be eligible for escheatment until after the applicable dormancy period.
What happens to the funds on an account that goes into escheatment?

Cardholders are required to be notified prior to funds being escheated (from 1-12 months, depending on the state requirements). Notices are sent to the contact information on file.

If not claimed by a cardholder, funds are delivered to the state agency responsible for escheatment. The state then attempts to notify the reported owner of the funds, and after some period of time, which varies from state to state, the state takes the funds.

What does the cardholder do once their account goes into escheatment?
A cardholder can reclaim his or her property by filing a claim with the state agency responsible for escheatment.
What happens if a cardholder misses the deadline to file a claim?
The state will claim the funds.

Claims Vendors, Providers, & Leinholders FAQ Body IconVendors, Providers, & Lienholders FAQ

Approvals & Payments

How does One Inc support collecting approvals and paying vendors, providers (healthcare) and lienholders?

There are four different scenarios in a multi-party claim:

  • Approval Only
  1. Verification Step 1 – Payees and/or approvers are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  2. Parties will receive a link that takes them to the approvals page where they can either approve or contest the payment amount.
  3. If they approve, they receive a confirmation.
  4. If they contest, they adjuster will be notified with a reason included. This will halt the process for other parties on the claim.
  • Approval and Payment Only
  1. Verification Step 1 – Payees and/or approvers are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. text or voice).
  3. Verification Step 3 – The payee enters the unique identification code sent via text or voice.
  4. Review claim information.
  5. Claimant parties submit their approval.
  6. Claimant parties select their preferred payment method.
    1. If they are supplying the last required approval, payments to all payees, including themselves, will be automatically disbursed when that final approval is submitted.
    2. If there are other parties that still need to supply an approval, the selected payment method for this person will be saved and used as soon as the last party approves.
  7. Once the last party approves, the payment is processed.
    1. If bank account or check, a confirmation will be sent.
    2. If it's virtual card, a confirmation is sent with a self-service link.
  • Payment Only
  1. Verification Step 1 – Payees and/or approvers are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
  2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. text or voice).
  3. Verification Step 3 – The payee enters the unique identification code sent via text or voice.
  4. Review claim information.
  5. Payees select preferred payment method.
  6. If other parties on the claim must submit an approval, the payment is disbursed immediately following the submission of approval from all approving parties on the claim.
    1. If bank account or check, a confirmation will be sent.
    2. If it's virtual card, a confirmation is sent with a link to access the card and view transaction activity.
  • Payment Only Action Bypass
  • Prerequisite: The payee has already made a payment method selection and has provided any information required to receive a payment through that method (such as bank account and routing number to receive a payment via ACH).
  1. Scenario 1: No approval is required of the payee and the adjuster prefers to send the payment manually from their own system via the previously selected preferred payment method for the payee.
  2. Scenario 2: No approval is required of the payee. Another party on the claim disapproves. Then, the adjuster settles the issue, all approving parties approve, and the payee receives her payment (and notification of payment) without having to re-select a preferred payment method.
  3. Scenario 3 (only if the payee is receiving a payment): A payee who is also an approver has submitted her approval and selected a payment method. Another party on the claim disapproves. Then, the adjuster settles the issue, and the resolution does not change the amount to which the payee had previously approved. The payee receives her payment (and notification of payment) without having to re-approve (for the same amount) or re-select a preferred payment method.
    1. Note: This scenario is configurable based on your business rules. You have the option to have payees who are also approvers go through a re-approval process rather than sending the payment without obtaining a re-approval. This is subject to your business rules.
Can I require one or more parties to provide an approval for the payment amount before disbursing funds?

Yes, a link will be sent to all approving parties on the claim, through which they will either approve or contest the payment amount.

How will parties on the claim know if they are required to make an approval?

They will be prompted to approve or contest the payment amount after authenticating themselves into their respective claim payments accounts.

How do parties on the claim authenticate themselves into their claims payments accounts?

After receiving a link to their account via email, they will be required to go through a two-factor authentication process including inputting an authentication code sent via text or phone.

How will parties on the claim know if other parties have approved or not?

They will be notified via email that their claim payment is now available in their claim payments account. Also, when selecting their preferred payment method online, they will see how many of the total required approvals have been submitted from all approving parties on the claim.

What happens if an approving party disapproves of the claim amount?

The adjuster will be notified, including the contest reason provided by the disapproving party. This will end the process for other parties on the claim. Once there's agreement, the adjuster will create a new approval request sent to all parties. 

 

If approvals are required, when are funds disbursed?

Funds are made available to payees immediately following the completed actions by all approving parties on the claim. Funds are disbursed automatically to all payees via their payment method of choice, immediately following the submission of the last required approval from all parties on the claim.

For vendors to which I make regular payments, do I need to request payment information from them every time a payment is sent?

If vendors are only receiving the payment, they only need to input their bank account and routing number once. When a vendor provides their bank account and routing number, it is tokenized to be reused for future claim payments. However, if they need to approve, they would need to approve and then select their payment option.

Can I set up automatic recurring payments to vendors?

Yes, you can set up automatic recurring payments to vendors via ACH.

How do I transition from writing checks with multiple names on the check to using “or” language?

If there are multiple people that can approve and/or receive a payment on behalf of one of the parties on the claim, identify the one that will be the recipient of the link to approve (if approval from the party they represent is necessary). Once the approval is submitted, he or she will select a payment method.

How do I transition from writing checks with multiple names on the check to using “and” language?

In this situation, multiple people representing a single party on the claim must approve a single payment to be made to that party. A common example is writing a check with a policyholder's and law office’s name on the check using “and” language. To meet this requirement, you will send links to both parties on the check. One will be an approver-only and the other will be an approver and payee. The latter will select a payment method and receive the payment. Both will need to submit approvals before the payment is disbursed. 

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