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Credit Card Capture

A step by step guide for CC capture

Index

Workflow

Step 1: Collect & Verify Member Information

  • Ask:

    “What is your ID number?”
    “May I have your name and date of birth?”

  • Check EFT History.

    • If the last payment says “Failed,” record the amount in your notes.

Step 2: Verify or Confirm Payment Status

If there was a missed payment:

  • Say:

    “Okay, it looks like that missed payment was in the amount of $[amount]. Does that sound right to you?”

If there was no missed payment:

  • Say:

    “It looks like your last payment on [date] was successful. Are you looking to change your card on file for future payments?”

Step 3: Check for Other Policies

  • Ask:

    “Do you have a dental and vision policy, or any supplemental policy that may have missed a payment as well?”

  • Verify regardless of the member’s response.

Step 4: Capture Credit Card Information

  • Say:

    “I’m ready for that card information when you have it.”

Step 5: Verify Credit Card Information

  • Say:

    “I have that card as a ___ with the card number ending in ___ expiring on ___. Is that correct?”

Step 6: Advise of Processing Time

  • Say:

    “It will take about 24–48 hours for that payment to be processed, and it looks like your next payment date is scheduled for [insert date].”

Step 7: Confirm Credit Card Saved

  • Say:

    “Okay, I went ahead and updated the card on file, and that will be the card we use for future payments. Your next scheduled payment is for [insert date].”

AI Billing Screens Reference

Screen Purpose
Credit Card Processes Take CC payments here.
Account Postings Lists charges with C1# and coverage period. Useful for investigating duplicate charges, concurrent policies, or premium changes.
Addresses Used for Renaissance dental policies. If Renaissance cannot locate a member, check here for address. If none listed, open CM → Underwriting.
Documents Billing Statements (includes grace period for late payments).
EFT History Payment history. Shows if premiums were successful and amount owed. Refunds shown with (-).
Email History Locates emails about: terminations, draft notifications, invoice ready, late payment notice.
Payment Profiles Determines how the member is charged. Shows last 4 digits of account number if ACH draft.

Billing FAQs

  • Can I change my billing date?
    Yes. Request can permanently move draft date later than policy effective date. Open request in Underwriting > Billing > Changes.

  • Is my account set up to auto-draft?
    Yes. All policies are auto-drafted (ACH or CC).

  • When is my draft date?
    Typically the same as policy effective date. Verify on billing screen top line.

  • Why did my premium amount change?
    Either (1) policy renewed and premium changed, or (2) last premium was prorated.

  • Was I notified about the premium change?
    Yes. Check Email History.

  • Can my policy be reinstated after grace period?
    Maybe. Do not promise. Escalate to supervisor.

  • Will I be charged a fee for missed payment?

    • CC auto-pay: No fee.

    • ACH draft: $25 draft failure fee.