August 30, 2018

At Texas Mutual, customer experience is at the heart of everything we do. As a policyholder-owned company, we have a deep responsibility to our customers to make doing business with us easier.

We frequently reach out to policyholders and to our agent community with surveys and research opportunities so we can design processes and products that are simple and intuitive.

Most recently, we've made changes to the way customers can view their policy documents, handle billing for their other states policies, and we're no longer charging installment fees. Soon, we'll be offering a new 12-monthly installment plan to eligible policyholders and we're adding functionality to payroll reporting. We've also made improvements to the way agents receive commission on other states policies. See more details below.

Recent updates

View policy documents online
Policyholders told us that they would like easier access to policy documents through their Texas Mutual Online (TMO) account. Earlier this month, we debuted a new feature in TMO called Document Center.

To access the new Document Center, log into texasmutual.com, select Policy and then choose Documents from the dropdown menu.

In Document Center, you can now view, print or save documents such as policies, policy changes, policy cancellations and documents for other states policies. Customers can access up to five years of history on the page.

No more installment fees
As of August 4, we are no longer charging installment fees to policyholders enrolled in installment billing. This makes our convenient installment option even more economical for business owners.

Other states combined billing
We've simplified billing for our Texas Mutual policyholders who have policies in other states. Instead of receiving two invoices, policyholders will now receive one combined invoice if both policies are on the same payment plan. Customers will be able to view other states billing information in their Texas Mutual Online account as well.

What's coming

New 12-month installment billing plan
We've listened to customer feedback and have created a more convenient installment billing plan that will go into effect early September. For eligible applicants, policy premium will now be paid in 12 monthly installments, with the first installment due by the policy effective date. This plan will replace our 15 percent down installment payment plan.

OLD PLAN

NEW PLAN

15% down payment to bind coverage

10 monthly payments

12 monthly installments over the life of the policy (first installment payment binds coverage)
Some applicants may be affected during this transition if their quotes (pending payment) have been quoted with the old installment billing plan. We will email applicants and their agents about this change and what to expect.

Payroll reporting by location or by class code

Currently, the payroll reporting process requires policyholders to assign payroll based on location. Next month, we're adding functionality by providing the option to assign payroll by class codes in a consolidated reporting format. We'll share more details on this new feature with policyholders who have multiple locations.

Notable changes for our agent community

Combined commissions for you
When your other states clients renew, or when you write new other states business, you will receive a combined commission check rather than separate checks for Texas and other states business. Because your existing clients won't move to combined billing until their next renewal, you could continue to receive two separate checks for those clients, while also receiving a combined check for new business. This is temporary and will no longer occur after all your other states clients have renewed.

Enhancing our services so that our policyholders and agents have a better experience is a central part of our mission. These changes are an important step in creating a seamless and more intuitive experience for you and your Texas Mutual clients.