Why Billing Matters
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?