We’ve listened……and we’re making some key changes following your

feedback

What’s changing? We’re making our policy accounting process and documentation simpler, more flexible and even more transparent than before.

Simplified documentation

Solution

The Statement of Account will be replaced by a new Invoice for people paying by bank transfer and Direct Debit. Payment dates will be clearer, showing premium amounts and adjustments for current and prior periods.

Problem

Many fields in the Statement of Account can be misleading which makes billing confusing.

Simplified data templates

Solution

Unnecessary and confusing fields have been removed.

Problem

The data template for membership updates has some confusing fields.

Simplified Direct Debit payments

Solution

From 12 March, the Direct Debit notice period will be changing from 10 to 5 working days.

For consistency, monthly payments will normally be collected on the same day each month. Any premium changes following a data upload will reflect in the following month’s payment.

Problem

The current 10 day notice period results in a lengthy time delay between the statement being issued and Direct Debit payment being collected. If data changes occur during this period, collection amounts and days can change.

Simplified refunds

Problem

Refunds are paid separately, so sometimes a client can receive a refund as well as a collection on the same day, and the multiple transactions cause confusion.

Solution

For Direct Debit payers, any refund will be offset against the next collection, if that collection is due within the next 38 days.

For people paying by bank transfer, any refunds will be offset against any unpaid premium.

Transparent documentation

Solution

The new Invoice document will include premium amounts, adjustments to all prior periods, and monies outstanding or due for refund.

Problem

More information should be included when a client is billed so that premiums can be easily reconciled.

Transparent premium calculations

Solution

The Breakdown of Cost spreadsheet will be issued automatically with every Invoice. It will include more information about each member, total benefit, number of days costed, premium rate, premium and where applicable, any medical loadings. This will make the premium calculation much clearer.

Problem

The Breakdown of Cost spreadsheet is not automatically issued and it does not go into enough detail about how individual premiums are calculated.

Increased flexibility

Solution

You will now be able to include members who joined in prior periods. Previous invoices will not be reissued, instead the premium adjustment will be made on the current invoice and the Breakdown of Costs spreadsheet will show the adjustment to prior periods.

Problem

Sometimes employees can be missed off the membership data. Revising accounts requires manual input which can cause delays and inconvenience.

Increased flexibility

Solution

• You will now be able to login with either your email address or username.

• We’re improving our search functionality so it’ll be easier to find your documents.

Problem

• We often get calls from advisers, employers and employees who have forgotten their username.

• It can be hard to find documents in the secure documents store.

Ellipse is the trading style of the UK Branch of ERGO Lebensversicherung Aktiengesellschaft, which is registered in England. Registration Number: BR010594.

Registered office: 15 Bermondsey Square, London SE1 3UN.

ERGO Lebensversicherung Aktiengesellschaft is authorised by BaFin (the German regulator), registration number 1184 and is subject to limited regulation by the Financial Conduct Authority. Details of the extent of our regulation by the Financial Conduct Authority are available upon request.