Agent Frequently Asked Questions
Where can I see invoices:
Policyholder invoices can be found in the Agent Portal at agentportal.icwgroup.com. They will be available to pay in Guest Pay if they are currently outstanding.
Agent invoices will be mailed or emailed. Use the Invoice number and zip code to make a payment in Guest Pay.
An invoice must be outstanding to make a payment in Guest Pay.
What is the impact of Policyholder contacts we provide?
Accounts Payable contact has access to EZ-Pay portal for viewing invoices and making online payments. Unfortunately, we can only give access to one contact (email address)
Payroll contact, for policies written with interim payroll reporting, receives access to EZ-Report to report their interim payroll throughout their policy.
Inspection contact receives safety on demand information in MyResource.
Claims contact receives access to Loss Run and Claims reports.
What happens with Policyholder Credit invoices?
Credit invoices are applied to future invoices as they become due. To make a payment of an invoice with an outstanding credit, short pay outstanding debit invoice by the open credit amount.
Select the invoice to pay. Update the ‘Payment Amount’ to a reduced amount equal to the invoice less the open credit. An equal and offsetting invoice and credit will be applied and close on the next business day.
How can a policyholder request a check for their outstanding credit?
Request a check, to be sent to the policyholder, by sending an email to ar@icwgroup.com with the amount of credit and we will mail a check. Please include the account number or the policy number as well as the amount requested.
How do I make a payment on Guest Pay?
1) Once you have entered the invoice and zip code of the invoice you would like to pay, select “Invoice ‘Pay Now’”
2) Select the check mark (it will turn green) on the left-hand side of the invoice.
3) You can pay the full amount or type the amount you want to pay in the “Payment Amount” box.
4) If the “Pay Date” is correct, click “Continue”. You can change the date by selecting the calendar icon to the right of “Pay Date”.
5) Verify payment information, agree to the Terms and Conditions, and select “Pay”.
** Agent invoices can only be paid via ACH. Credit Card payment for Agent invoices will fail.
How can I see if a policyholder is setup automatic payments?
The automatic payment designation can be seen in the agent portal. Navigate to the Insured Details page for the customer using search or click on the matching record on the Dashboard. From there, click on Billing & Invoicing. The Autopay indicator can be found in the Billing Details section on this page for customers with an active policy.
What can I provide to a policyholder to assist in Automatic Payment sign up?
The Policyholder’s primary Accounts Payable contact can use the following guide to enroll from within EZ-Pay: https://icwgroup.com/workers-compensation/library/icw-group-wc-billing-ez-pay-enroll-in-automatic-payments.pdf
OR
A completed automatic payment form (https://www.icwgroup.com/workers-compensation/library/Policy-Holder-Automatic-Payments-Form.pdf) can be submitted to ar@icwgroup.com
How will I know if a payment made has been successfully processed?
Once you have completed a transaction, you will receive an email informing you the payment is being processed (including bank deduction date and account posting date). The email will also provide a Confirmation number.
Can I process a payment before invoice is available (Prepayment)?
Guest Pay is available for open invoices only. Prepayments can be made by the policyholder’s primary Accounts Payable contact on EZ-Pay accessed via myResource.icwgoup.com.
Interim payroll reports can take up to two business days to be available in Guest Pay for payment.
How can policyholders discontinue invoices from being printed and mailed?
The Policyholder’s primary Accounts Payable contact can select company name in EZ-pay, then select profile settings. Go to the Notifications tab and choose Paperless billing.
I need more assistance, who can I contact:
| Agent Portal | agentsupport@icwgroup.com | 855.429.4357 |
| Payment assistance | ar@icwgroup.com | 858.350.7262 |
| Interim Payroll Reporting | billing@icwgroup.com | 858.350.7399 |
| Final Audit/Disputes | PremiumAudit@icwgroup.com | 858.350.2933 |
| New Claims | Firstnotice@icwgroup.com | 855.442.9252 |