SureBridge – June Customer Payment Technical Issue
|Some customers need to update their payment info in the Portal|
|SureBridge has been made aware of a technical matter as a result of their transition to a new payment vendor that has resulted in a number of June credit card payments improperly failing. Due to this issue, agents may see a higher than normal amount of failed payments on their daily Take Action email notifications.
Customers with failed credit card payments for the current bill cycle only should be referred to the SureBridge Member Portal at myportal.surebridgeinsurance.com to update their credit card information on file.
All customers that have policies with past due payments should be referred to SureBridge Customer Service at (800) 815-8535. Customer Service is available to update their credit card or make a onetime payment Monday through Friday from 8:00am through 5:00pm in all time zones.
Please advise your customers that wait times are longer than usual due to increased inquiries about this issue and those who can update their payment through the Customer Portal should be encouraged to do so.
Any policies that lapse as a result of a failed payment associated with this issue will be reinstated accordingly.
We apologize for this inconvenience and are working diligently with the vendor to resolve the issue.
Questions? Contact SureBridge Producer Support at 888-797-4447 8:00 am – 5:00 pm, Monday – Friday.