With improved payment functions in our Customer Portal, we’ve seen a 37% reduction in missed payments.

Customers can now complete payments by:

1. logging into the Customer Portal with their customer number
2. selecting the policy, they wish to make a payment on and choosing ‘Continue’, and
3. selecting either ‘Partial’ or ‘Full payment’, to pay a portion of the premium at that time or make payments from multiple accounts.

Declaration of good health

In some cases, the payment functionality will be greyed out until we receive a declaration of good health. This occurs if:

• The customer’s policy is funded by Navigator or rollover.
• The policy is in lapse for more than 30 days.

Confirmation of payment

Policies in-force

Customers will receive a receipt depending on when they made their payment. For an in-force policy, they will receive a standard receipt.

Policies that are in-lapse

If we receive payment within a 28-day window, we will send customers confirmation of reinstatement of their policy.

If a customer has made payment before the policy lapses, they will receive a standard receipt. Should they make payment within the 28-day lapse window, they will receive a receipt acknowledging the reinstatement of their policy.

The customer will need to select which policy to make a payment on. (Note: Business rules apply. If the customer’s policy is funded by Navigator or rollover, or if the policy is in greater than 30 days of lapse, it will require a declaration of good health and the payment functionality will be greyed out.)

If the customer doesn’t select a policy, the ‘Continue’ button will be greyed out.

The customer can choose between making a full payment or a partial payment.

Full payment

Partial payment

Receipts: If a customer has made a payment before the policy lapses, they’ll receive the standard receipt. Should they make a payment within the 28-day lapse window, they’ll receive a receipt that shows the reinstatement details.

Normal receipt page with the option to download the receipt

A receipt page for a policy that has lapsed but is within 28 days of lapse, so doesn’t require a declaration of good health. The policy will be auto reinstated once money is applied to the account.