SureBridge Self-Service Tool Available Now
SureBridge continues to experience large call volumes and longer than normal hold times. In an effort to assist agents and customers during this extremely busy time, they have brought back the SureBridge Self-Service Tool at MyPortal.SureBridgeInsurance.com.
Through the reinstated Self-Service Tool, agents and customers, including those with policies that have already migrated, will once again have the functionality for:
• Address or Phone Number Changes
• ID Cards
• Cancel a Policy
• Request Duplicate Policy Print
• Search for a Provider
• Update Payment Information (Customers Only)
NOTE: Policy details such as billing and paid to date for migrated policies will not be visible on the Self-Service Tool. Requested changes in these areas are processed manually and can take 7-10 days to appear on the portal.
|SureBridge Simplified Draft Date Schedule|
|SureBridge communication from 11/20/20:|
|As a result of agent feedback, we have reviewed and simplified our billing draft date schedule for policies migrated to the new policy administration system!
We apologize for any challenges the original schedule may have created and look forward to continuing to better serving you and our customers.
|Commissions Delayed for SureBridge New Business|
|SureBridge announcement from 11/3/20:|
|As a result of the SureBridge policy migration to the new administration system, commissions on new SureBridge policies issued since October 28th will be delayed until the Thursday, November 5, 2020 commission cycle.
We sincerely apologize for the delay and appreciate your patience during this time.
Please contact Producer Support at (888) 797-4447 if there are any questions.
SureBridge message from 10/30/20:
We recently communicated the following schedule for migrating in-force policies to our new policy administration system:
- Oct. 29: Policies will be locked in the system so changes cannot be made to them via customer service or customer portal until the state is fully converted to the new administration system.
- Oct. 29 – Nov. 9: Initial system conversion for in-force business only, excluding List Bill customers and those with DVH products. (To be converted in February 2021)
- Nov. 3 – Nov. 9: Policies will be migrated by geographic state bundles. As the policies are migrated, customers will then be able to make changes via customer service and the new customer portal.
- 2021: New business will convert after Open Enrollment ends.
There has been a change to the policy release schedule for regional bundles. Several of the release dates have changed and the state of MA will not be converted until February 2021. MA will remain on the SureBridge Mainframe until it is converted.
Click here to view the latest state release schedule map.
We are excited about the changes that are coming and look forward to better serving you and our customers. There is no action required by the Agent.
|SureBridge Experiencing Longer Hold Times|
|SureBridge announcement as of 10/27/20:|
|Customer Service and Producer Support are experiencing longer than usual hold and processing times in advance of the upcoming policy migration associated with the new SureBridge Policy Administration System that will occur October 29 – November 9, 2020.
Many customers are calling in reference to the customer letter sent by SureBridge announcing billing changes associated with this migration. We have posted a customer FAQ on Chesapeakeplus.com and MySureBridgeInsurance.com (for customers who have already migrated to the new system) to assist with explaining this transition and changes to billing.
Customers and agents can make policy changes, check coverages or make billing changes through the current customer portal at Chesapeakeplus.com through Wednesday 10/28/20 or use the new customer portal at MySureBridgeInsurance.com after the polices have migrated to the new system.
Provided below for your review are links to materials customers will receive when their policies are migrated to the new system.
Per SureBridge Message on 9/2/2020:
Due to Covid-19 Premium Relief, there are approximately 2,000 policies that remain suspended as a result of customers contacting Customer Service to request premium relief.
An email will be going out to customers this week requesting they contact Customer Service if they would like to reinstate their policy(ies). The normal 45-day guideline will be waived in order to reinstate these policies. Customers will have the option to make payment arrangements in order to repay past premiums. Any policies that remain suspended as of September 18, 2020, will automatically lapse unless they are paid to date or a payment arrangement has been made. Click here to view a sample of the email that customers will receive.
Please note, agents cannot contact Customer Service on behalf of the customer to request reinstatement. The request can only be made by the customer.
If you have any questions, please contact Producer Support at (888) 797-4447. Representatives are available from 8:00 a.m. to 5:00 p.m. Monday – Friday.
Effective September 18, 2020, Producers may now be required to pay for non-resident appointment fees at the time of initial onboarding, in addition to any states added after onboarding. SureBridge will continue to pay any appointment renewal fee as long as the producer has submitted at least one piece of business in the renewal state within the last 12 months.
Producers will be notified by email that they will now be required to pay the non-resident fees for any states added going forward and will be directed to contact their upline with any questions. To request additional state appointments after onboarding, Producers can call 888-797-4447 and select the option to make a state appointment fee.
If you have any questions please email email@example.com
The Customer Service/Producer Support team is currently undergoing mandatory training that will help the staff be more efficient in advance of Open Enrollment. SureBridge anticipates the training lasting through September.
During this time, customers and agents may experience longer than normal hold times to speak to a Customer Service Representative. You may want to refer customers to the SureBridge Member Portal at www.Chesapeakeplus.com for information and transactions that can be completed online. Agents can utilize the Self-Service tool at www.surebridgeinsurance.com.
SureBridge sincerely apologizes for any inconvenience you may experience during this time.