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Carrier Updates

Here are a few things you need to know...

Discontinuing Wellness Rider on HospitalWise - Michigan Only

Effective immediately, due to an objection received from the Michigan Department of Insurance (DOI), SureBridge will no longer be offering the Wellness Rider on the SureBridge HospitalWise Plan. They are awaiting further guidance from the DOI as to how they will be required to handle the riders currently in force. You will be notified once SureBridge knows how they are to handle the in force riders.

Customer Reoccurring Payment Failures

System changes have been implemented to prevent the chargeback to the account backend when a reoccurring payment fails. This will give the agent a 31-day grace period to work with the insured to make the payment. If the payment is made within this timeframe, there will be no adverse impact to the agent’s advance. If the payment is not made within this timeframe, the policy will be lapsed due to non-payment.

Payment rerun requests can be made by the agent with the customer’s permission by contacting SureBridge's Producer Support at (888) 797-4447 or the customer can contact Customer Service at (800) 815-8535. Representatives are available weekdays from 8:00am until 5:00pm.

Updating Customer Banking Information on Self Service Portal When Reoccurring Payment Fails

Currently, when a customer’s reoccurring payment fails, the policy is inaccessible on the Self Service Portal, so the customer is unable to update their banking information. SureBridge will be implementing a change next week that will allow the customer to update their banking information on the Self Service Portal during the grace period if their payment fails.  

The customer can also contact Customer Service at (800) 815-8535 to update their banking information, make a one-time payment or have their policy reinstated. Representatives are available weekdays from 8:00am until 5:00pm.