Page 4 - Utility Bill Pay Operational Flow6.23.20

Enrollment Process
DETERMINE EFFECTIVE DATE OF COVERAGE
• When the customer enrolls in the program, it will be communicated to them that their Effective Date of Coverage will be the first day of their next billing cycle, and will be stated in the fulfillment kit they will be receiving
o Will have cutoff be ~ 4 days prior to beginning of billing cycle. For example:
o If a customer enrolls on Jan 5th, and their next billing cycle begins Jan 16th, their effective date of coverage will be Jan 16th
o If a customer enrolls on Jan 14th, and their next billing cycle begins on Jan 16th, their effective date of coverage will be Feb 16th
• Once the customer enrolls (online or call), AIG will send the Utility company a daily file that includes customer name(s); address; utility account #; single/joint coverage; premium charge(%); and AIG customer number
• Utility will send back to AIG the customer’s Effective Date (next bill date); and verify/correct any personal information
FULFILLMENT
• Once AIG receives file back from Utility with the Effective Date of Coverage, it will send fulfillment package with Welcome Kit; Certificate of Coverage within 48-72 hours contingent upon receipt of data file back from the Utility.
• Preference is email fulfillment, but paper fulfillment is available if requested by customer
HIGHLY CONFIDENTIAL