Fully-Insured Billing

Account StructureWhat Will Change?• Account numbers

– Customers will no longer be assigned bill to account numbers, but bill account numbers

• Group numbers

– Represents all information about members

– Associated with a single product

• Changes to billing procedures take place immediately upon platform migration

Account Numbers

Account Structure

Billing Procedures

Group Numbers

Payment Policies and Procedurese-Bill Portal

Customers are notified

by email when:

Invoices become

available

Amount due changes

A payment is returned

•Following platform transformation, fully-insured customers will move to a new e-Bill system

•Restrictions in e-Bill for the initial billing period

Payment Policies and Procedures

Other Billing Changes• IBC will use Mellon Bank for ACH e-Bill payment processing (transparent to

the customer). After migration, customers will be notified of new lockboxes. New payment instructions will be included on new invoices with coupon remittances.

• Retroactivity for enrollment periods prior to migration will be applied manually to the new invoice.

• IBC will eliminate the ZipCheck recurring payment option for direct pay (individual) customers on January 1, 2014 for migrating business only. Non-Medicare direct pay customers will have the option of moving to e-Bill/EFT as a new payment option.

• Premium payments will be applied to satisfy a specific invoice; payments received will no longer be applied to the oldest outstanding balance.

• Consolidated billing is greatly enhanced and will be a key feature of the new billing system.

Collections Process

Collections Process

• Customers will move to a 3-letter dunning and termination process.• IBC will adhere to CMS requirements for the collections process for

direct pay Medicare members. • Delinquent account information will be fed to the ROAM system to

inform brokers and IBC account executives based on the series (3 letters) of dunning and termination letters.– Notification in ROAM will occur at the 15- and 30- and 45-day

mark. The time frames for large vs. small group will be slightly varied.

Support From IBC

• IBC will educate fully-insured customers about new features offered through:

– Billing platforms

– e-Bill

– Changes to invoice format and other capabilities.