Billing FAQ’s

Frequently Asked Questions

Common questions, answered

Have insurance questions? We’ve got the answers. And to make navigating the answers easier, we’ve broken the frequently asked questions into several categories.

General Billing Questions

When does Millers Mutual mail my invoice?

Once a policy is bound, we mail invoices no later than 19 days prior to the due date; however, you may sign up for electronic billing to receive your invoice sooner versus mail delivery.

What are some of the benefits of receiving my bill electronically?

It is convenient, saves time and allows you to receive bills anywhere at any time. Plus, it helps the environment.

What are some of the benefits of paying a bill online?

Paying online with an electronic check (EFT) from your bank account (checking or savings subject to a $125,000 transaction limit) or with a credit/debit card (Visa, Mastercard and Discover are accepted subject to a $25,000 transaction limit) gives you the flexibility to pay how and when you want. It saves you the trouble from writing and mailing a check. In addition, for a faster payment experience, you may choose to store your information for future use.

What is the mailing address for payments sent by regular or overnight mail?

For your convenience, all invoices are sent with a green, self-addressed envelope. You can also mail or overnight payments directly to: Millers Mutual, 3815 TecPort Drive, Suite 200, Harrisburg, PA 17111.  Please write your account or policy number on your check or include the invoice payment slip. We are unable to accept hand-delivered payments. The most efficient way to make a payment is to pay online.

What are your support hours?

Most recent invoice information and payment options are available 24/7 at www.millersmutualgroup.com by selecting Make A Payment or by calling 1-844-627-2425. You can contact Billing Department representatives at 1-800-745-4555 option 7 or by email MMAccounting@millersinsurance.com Monday through Friday 8:00 AM to 4:30 PM; excluding holidays.

Where can I find my account or policy number on my bill?

Your ten-digit account number is located on the top right corner of the first page of your invoice. Your seven-digit policy number is located on the second page of your invoice and is preceded by three letters (BOP, MPP, or UMB).

Does Millers Mutual offer installment payment plans?

Annual

The entire premium is due by the due date on the invoice. No installment fee applies.

Semi Annual

Minimum annual premium of $500 for eligibility

50% of annual premium is due by the due date on the first invoice

Remaining premium is due six months after the policy effective date

Maximum installment fee of $8 applies to each payment*

Quarterly

Minimum annual premium of $1,000 for eligibility

25% of annual premium is due by the due date on the first invoice

Remaining premium will be billed in three equal installments, due in: three, six and nine months after the policy effective date

Maximum installment fee of $8 applies to each payment*

Monthly

Minimum annual premium of $2,500 for eligibility

20% of annual premium is due by the due date on the first invoice

Remaining premium will be billed in eight equal installments, due every 30 days after the policy effective date

Maximum installment fee of $8 applies to each payment*

NOTE: Mortgagee bill and premium finance premium payment plans are billed by the company and must be paid on an annual basis.

*A $7.50 fee applies on DC policies.

Can I change my due date or installment plan?

Payment due dates are based on the effective date of your policy and are unable to be changed.  Installment plans can be changed, subject to minimum premium requirements and underwriter approval. Please submit these requests to your agent or contactmillers@millersinsurance.com.

Can I make a payment less than the minimum payment amount due shown on my invoice?

Yes, however, paying less than the total minimum payment amount due by the due date, as shown on your invoice, may result in a Notice of Cancellation being issued and a late fee being assessed.

What happens if a payment is late or I miss a payment?

A Notice of Cancellation will be issued and a Late Lee of $10 will be assessed if the minimum payment amount due is not received within 5 calendar days after the due date; after that time self-service electronic payments will not be processed. If a Notice of Cancellation is issued, please contact your agent for assistance.

What should I do if my policy cancels for non-payment?

Please contact your agent for assistance with a cancelled policy. A $10 Late Fee will apply, and a $15 Reinstatement Fee may apply.

What additional fees apply to my policy?

If your check or electronic payment request is returned to us, a $35 Return Item Fee will be applied, and other fees may be applicable. An additional installment fee may also result from unpaid fees if invoiced separately. There will be a $4.95 Convenience Fee per credit/debit card transaction required by our payment processor. However, there is no Convenience Fee associated with electronic check (EFT) transactions.

What is a Service or Convenience Fee?

A non-refundable fee added to a payment amount to cover various costs associated with billing and accepting your credit/debit card payment. There will be a $4.95 Convenience Fee per credit/debit card transaction required by our payment processor.

If I change my policy in the middle of the policy term or billing cycle, how will it affect my current bill?

If you make a change to your policy during the billing cycle (adding or deleting coverage), you should still pay the minimum payment amount due, as displayed on your current invoice. Any necessary premium adjustments will be reflected on your next invoice. If changes to your policy result in a credit balance for the remainder of the policy term, Millers Mutual will issue you a refund check.

Can I get a consolidated invoice for all my Millers Mutual insurance policies?

Millers Mutual issues a separate account invoice for every policy you maintain with us. If you have two policies (i.e., a businessowners policy and an umbrella policy), you will receive two separate account invoices. Registering online for electronic billing and payment options through Online Bill Pay will allow the linking of two or more accounts you maintain with us for combined notification and payment options.

What is Account Linking?

Account Linking means that you can link multiple accounts and view and pay all your open bills with a single transaction. When registering bills under the same email address, you are given the option to link the related accounts within the service.

Multiple first email notifications scheduled for the same day, including for different bill types, are grouped into one email rather than sent separately. Payment receipts are sent individually. Editing account information such as changing an email or password will go across all linked accounts, however, changing settings such as AutoPay or Paperless is only for the accessed account

NEW! Online Bill Pay

How do I pay my bill online?

Select Make A Payment from the navigation bar at the top of the website. You do not need a Sign In ID or Password to make a payment online, but you will need to supply your ten-digit account number. Your account number is located on the top right corner of the first page of your invoice.

Do I have to enter an email address to make a payment?

Yes, an email address is required so the payment confirmation can be delivered to your email inbox.

Do I need to register to pay a bill?

No, registration is not required for One Time Pay. However, by registering you’ll be able to view prior history, set up automatic payment and store payment information, if desired.

What if I can’t locate my bill?

If your bill is not showing, please double check that the correct information was entered in the search criteria. For example, an exact match of your full ten-digit account number is required.

What forms of payment can I use?

You can pay with an electronic check (EFT) from your bank account (checking or savings; subject to a $125,000 transaction limit) or with a credit/debit card (Visa, Mastercard and Discover are accepted; subject to a $25,000 transaction limit).

Can I use more than one payment method per transaction?

Yes, you may use one payment method for a partial payment and another payment method(s) for any remaining partial payment(s).

How long does it take for online payments to process?

Electronic check (EFT) transactions are posted to your invoiced account immediately and typically take 1 to 2 business days to reflect within your bank account. Credit/debit card transactions are posted to your invoiced account immediately and are authorized and settled immediately.

Can I tell if my payment has been posted?

Yes, simply Sign In to your Online Bill Pay account and select “View paid or closed invoices”.

How long will my payment history be maintained?

12 months is the standard retention period for payments made through the Online Bill Pay system.

Will I be notified If I have a new statement to view?

Yes, you will receive an email informing you that a new invoice has been generated for you to view and pay online. If your policy has renewed, please add the current year to your policy list in the Policy Summary menu.

Will I be able to print a copy of my bill?

Yes, each invoice is presented in PDF and HTML format. Electronic storage is recommended because it saves paper and has a beneficial impact on our environment, but you can choose to print your bill.

How will I know that my payment has been accepted?

After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. It will show a processed number for electronic check (EFT) or an approved number for credit/debit cards. You will also receive a confirmation email after your transaction is submitted. The email will include your account number, amount paid and confirmation message. If your electronic check does not pass through the bank, you will receive an email informing you of the rejected payment, typically within 1 to 3 business days.

Can I make a future payment?

You can schedule a payment to be posted to your account at a future date by registering for your Online Bill Pay account. Once you sign in, go to My Profile and select Recurring Scheduled Payments.

What is the maximum amount I can pay online?

One or more accounts can be paid in a single electronic check (EFT) transaction, the total of which cannot exceed $125,000. One or more accounts can be paid in a single credit/debit card transaction, the total of which cannot exceed $25,000.

Can I delete a future payment?

Yes, you can delete a future scheduled payment using the Scheduled Payment menu. All of your scheduled payments are listed in this menu with the option to either “View Detail” or “Delete” the scheduled payment. You may also contact a Billing Department representative during normal support hours to have your future payment deleted for you.

Why does the reference number on my payment receipt differ from the reference number received from my bank?

The reference number on your payment receipt is an internal reference number. The reference number received from your bank is the ACH network trace number. We are able to research and locate your payment using either number when you call or email a Billing Department representative during normal support hours.

Using the Online Bill Pay System

What is a Payment Profile?

You can securely save your banking information in a Payment Profile at the time you are making your payment or using Payment Profile menu. You can create multiple payment profiles to be accessed with your Sign In ID if your payments could be made from more than one bank account; however, an individual payment can only access one payment profile. Use the Payment Profile tab to manage payment profiles.

For example, account number 0000001998 can be paid using Payment Profile 1 and account number 0000002003 can be paid using Payment Profile 2 in two separate payment transactions.

What if I forget my Sign In ID / Username?

The Sign In ID / Username is the email address associated with your account(s).

I forgot my Password; how do I access my account?

Click on “Forgot Your Password?” at the bottom of the sign in screen. You will need your account number and email address to retrieve your password. For a forgotten password, a temporary password will be emailed to the email address on file. If you’re unable to locate this information, you may call a Billing Department representative during normal support hours and after verifying your identity, they will be able to assist you.

What is the difference between locking a password and resetting a password?

Your password will be locked if you enter an incorrect password 3 times. The system will notify you when the lock will be removed so you can enter the correct password. Your password needs to be reset if you do not remember the correct password.

How do I change my account information?

Simply sign in your Online Bill Pay account and change your online billing information under the My Profile tab. You need to contact your agent or a Billing Department representative during normal support hours to complete a change of your billing mailing address.

Why am I not receiving emails from your site?

Go to the My Account menu and check the email address on file. When you change the email address, an email will be sent to both the old and the new email addresses confirming the change.

Advanced Features—AutoPay, Paperless and Pay by Text

What is AutoPay?

AutoPay is a convenient option in which bills will be paid automatically each billing cycle on their due dates using your bank account. This will avoid any Late Fees and free you from having to remember when to pay. Sign In to your Online Bill Pay account and click on AutoPay to enroll.

Why do I need to agree to the Terms & Conditions agreement?

This is required based on the ACH (Automated Clearing House) rules from NACHA (National Automated Clearing House Association). If you do not accept the Terms and Conditions agreement, you will not be permitted to pay online via electronic check (EFT).

Can I cancel AutoPay?

Yes, simply Sign In to your Online Bill Pay account and click on AutoPay. Next select Edit, change the status to “No, I do not want AutoPay” and save.

I’m signed up for AutoPay but do not see anything showing under “Upcoming Scheduled Payments.”

The AutoPay date will not appear on the home page under Upcoming Scheduled Payments. However, when on the Scheduled Payments page, AutoPay will show.

What are scheduled payments?

Scheduled payments are individual payments that are scheduled for a specific date prior to the bill due date. The date of a scheduled payment can be changed as long as it is adjusted before the date scheduled.

What is the difference between AutoPay and a scheduled payment?

AutoPay is an automated process which pays your minimum payment due in full each billing cycle on the due date from your bank account. Scheduled payments are manually entered by you for the date you choose to be paid from your bank account or your credit/debit card.

What if I already have AutoPay set up with my bank?

You will want to contact your bank and cancel your bank’s automated bank draft before the payment is due and then Sign In to your Online Bill Pay account so that you can choose to enroll in AutoPay using a bank account or Recurring Scheduled Payments, using a bank account or credit/debit card. Enrollment in AutoPay will be completed by acknowledging an email confirmation notice sent to you.

If I sign up to Go Paperless, how will I receive my bills?

You will receive an email notification each time a new bill is ready for you to view and pay. Email notifications go to the email address used when you registered. A courtesy email address may be added if you wish to send notifications to an additional email address. Enrollment in Paperless will be completed by acknowledging an email confirmation notice sent to you.

Can I start receiving paper bills again?

Yes, simply Sign In to your Online Bill Pay account and click on Paperless. Then, select “No” and save your changes.

What is Pay by Text?

Pay by Text is a convenient way to pay your bill by text message. When signed up for Pay by Text, bill notifications will be sent by text message (this is in addition to email notifications) and you will then have the option to pay via text message with your default payment method by simply replying. You may enroll in Pay by Text when making an online payment or by accessing your account and selecting the Pay by Text option. A confirmation request will be sent to you in order to complete your enrollment.

Security

Is my information secure?

Our payment processor uses the highest standards in Internet security. Account information displayed within the payment portal is truncated to protect confidential data. Any information retained is not shared with third parties.

Is my credit card and checking account information safe when I pay online?

Absolutely. Our payment processor will safely store your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even we do not see your complete account information.

What is PCI Compliance and why is it so important?

PCI stands for Payment Card Industry, and compliance with the industry standards is a requirement for those that accept the major credit cards and for software providers who have applications which involve the transmission and/or storage of credit card information.