MENUOnline Payment Q&A
How do I obtain a Username and Password?
Will I receive an email record of my Username and Password?
What happens if I forget my Username or Password?
What is the difference between Initial Payment and Subsequent Payment?
What forms of online payment are accepted?
What does ACH stand for?
What is “Nickname” for under Payment Method?
Can I set up an automatic payment schedule?
How do I change/cancel my recurring scheduled payments?
What if I forget to print my payment receipt before I log out?
Why can’t I pay my down payment and schedule my installments at the same time?
When will my payment be reflected on my policy account?
How will this payment be labeled on my bank records?
What happens if I don’t have enough money in my account on the day it’s processed?
What happens if I make my payment on time but it’s not for the full amount due?
What happens if I don’t pay my policy on time?
May I pay more than one policy at a time?
Why does my bill show up as not being paid after I make my payment?
What if my policy payment information is not showing, or is incorrect?
How do I exit the program?
Do I have to use the online payment system to make my payments?
May I use this system to update my address or coverages on my policy?
What if I have more questions?
Will I receive an email record of my Username and Password?
What happens if I forget my Username or Password?
What is the difference between Initial Payment and Subsequent Payment?
What forms of online payment are accepted?
What does ACH stand for?
What is “Nickname” for under Payment Method?
Can I set up an automatic payment schedule?
How do I change/cancel my recurring scheduled payments?
What if I forget to print my payment receipt before I log out?
Why can’t I pay my down payment and schedule my installments at the same time?
When will my payment be reflected on my policy account?
How will this payment be labeled on my bank records?
What happens if I don’t have enough money in my account on the day it’s processed?
What happens if I make my payment on time but it’s not for the full amount due?
What happens if I don’t pay my policy on time?
May I pay more than one policy at a time?
Why does my bill show up as not being paid after I make my payment?
What if my policy payment information is not showing, or is incorrect?
How do I exit the program?
Do I have to use the online payment system to make my payments?
May I use this system to update my address or coverages on my policy?
What if I have more questions?
- Q. How do I obtain a Username and Password?
- A. Begin the Registration process by entering the following info:
Bill Type (Initial = down payment or pay premium in full)(Subsequent = installment or mid-term payment)
Policy Number
Policy Mailing Zip Code
This will bring up the Account Profile screen where you will create a Username and Password (minimum 8 characters, max 32, must include at least 1 alpha and 1 numeric character). You are only required to complete the User Profile on the first time setup. - Q. Will I receive an email record of my Username and Password?
- A. The user name information and all online bill pay activity is followed by an electronic message to the email address on file in the account profile if the “email correspondence” box is selected. The password is not included in the email.
- Q. What happens if I forget my Username or Password?
- A. Select the corresponding prompt in the Log In Section and answer the security question. Once confirmed, the system emails the User Name to the email account associated with the policy; or prompts for the password to be reset.
- Q. What is the difference between Initial Payment and Subsequent Payment?
- A. Initial Payment is the full payment or the required down payment for new and/or renewal business. Subsequent Payment is your installment payment or payment for a mid-term change in coverage.
- Q. What forms of online payments are accepted?
- A. We are only accepting ACH payments at this time. You can set this up to deduct from your personal checking or savings account(s), or from your business checking account.
- Q. What does ACH stand for?
- A. ACH is a banking industry term which stands for Automated Clearing House, or in other words, it is an electronic way to transfer client funds between businesses and banks.
- Q. What is “Nickname” for under Payment Method?
- A. To save a Payment Method you have to give it a name. If you are planning to schedule your payments for future dates, you must have a saved payment method.
- Q. Can I set up an automatic payment schedule?
- A. Yes, it will take a few extra moments to get it set up. After you create and update your Account Profile (you must click on “Agree” to update), click on the Payment Method tab at the top of the page. Set up and save the payment method you want to use. After saving your Payment Method, click on the Insurance Premium tab at the top of the page and select the bill you want to schedule payments for. To set up your scheduled payments, click on the Schedule to Pay clock to the right of Balance Due, select your saved Payment Method under Step 2, and select your Payment Plan Type and the options you want under Step 3. Confirm your payment schedule at the bottom of the screen under Step 4 and click on Save. If you signed up for email notification, you will receive notification that your payment has been processed when it is deducted from your account.
- Q. How do I change/cancel my recurring scheduled payments?
- A. Click on the Payment List and all of your payments will be listed. On the left side of the screen, you will see the status, find the one that is pending. On the right side of the screen, you will see Action options to View, Edit or Cancel. If you want to change the date of your payment, click on Edit and it will bring up the payment option screen. If you want to change the amount of your payment or stop the recurring payment, click on Cancel.
- Q. What if I forget to print my payment receipt before I log out?
- A. If you checked the Email Delivery Options box when you created your account profile a confirmation of payment email will be sent to the email address in your profile.
- Q. Why can’t I pay my down payment and schedule my installments at the same time?
- A. Our program only has the ability to accept one payment amount. When you receive your first installment bill, you can log in to the program and schedule your installment payments at that time.
- Q. When will my payment be reflected on my policy account?
- A. Payments submitted by 4:30pm (PST) M-F are processed the same business day and appear on your account in 2 business days. Payments made after 4:30pm (PST) M-F are processed the following business day, and are reflected 2 business days afterward.
- Q. How will this payment transaction be labeled on my bank records?
- A. “Red Shield Insurance Company” will be identified in the entry.
- Q. What happens if I don’t have enough money in my account on the day it’s processed?
- A. A NSF fee is added to your Red Shield Insurance Company policy bill. This charge is in addition to any NSF fees from your banking institution. We will submit your payment a 2nd time before sending notice of cancellation.
- Q. What happens if I make payment on time but it is not for the full amount due?
- A. If full amount is not paid by the due date, notice of cancellation will be mailed out.
- Q. What happens if I don’t pay my policy on time?
- A. If payment requested is not received by the due date, notice of cancellation will be mailed out.
- Q. May I pay more than one policy at a time?
- A. Yes, as long as the Named Insured is exactly the same on both policies. Otherwise follow the instructions to pay an additional policy.
- Q. Why does my bill show up as not being paid after I make my payment?
- A. The bill file is updated every morning and it takes 2 business days for your payment to be recognized on your account. If you believe you have made your payment, click on the Payment List tab at the top of the page to verify your payment has been submitted. If it appears on the list of payments and shows “Processed” to the left, it has been submitted. If it shows “Pending” it has not been submitted yet and you may want to edit your payment to make sure it is scheduled to be submitted on time. If it shows “Failed”, you will need to resolve the problem and resubmit your payment.
- Q. What if my policy payment information is not showing, or is incorrect?
- A. Call our Accounting Department at (800) 527-7397 for assistance.
- Q. How do I exit the program?
- A. There is a logout tab at the top of every screen. When you are done with your entry, simply click on the logout tab.
- Q. Do I have to use the online payment system to make my payments?
- A. No, you are welcome to continue submitting checks for your payment or making payment in your agent’s office.
- Q. May I use this system to update my address or coverages on my policy?
- A. No, all changes must be submitted through your agent. Your address and contact data on this payment program are solely for payment purposes and are separate from your policy record information.
- Q. What if I have more questions?
- A. If you need further assistance, please contact Red Shield Insurance Company Accounting Department, 8:00am - 5:00pm (PST) M-F at 1-800-527-7397.
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