News

Take a look at our questions of the month for September:

Is your company starting to see an increase in non-payment / bad debt due to the COVID-19 pandemic?

View answers for commercial and personal lines in the "Other CL" and "Other PL" categories on the Question of the Month page.

Take a look at our questions of the month for July:

How is your company driving conversion to digital payment methods for personal lines and commercial lines direct bill customers?

View answers for commercial and personal lines in the Billing & Collection Dept. Practices category on the Question of the Month page.

Take a look at our questions of the month for June:

Do you ever calculate the initial retrospective premium adjustment prior to the premium audit being finalized?

View answers for commercial and personal lines in the Premium Audit Practices category on the Question of the Month page.

Take a look at our questions of the month for April:

Does your company offer summer hours?

View answers for commercial and personal lines in the Billing & Collection Dept. Practices category on the Question of the Month page.

Take a look at our questions of the month for March:

Has your company started to allow for business travel again?

View answers for commercial and personal lines in the Billing & Collection Dept. Practices category on the Question of the Month page.

Take a look at our questions of the month for February:

2021 February (CL Only) For Direct Bill customers, when applicable, what is your average fee per installment?
2021 February (PL Only) When applicable, what is your average fee per installment?

View answers for commercial and personal lines in the Billing & Collection Dept. Practices category on the Question of the Month page.

Take a look at our questions of the month for December:

Do you outsource your customer service calls and email for billing and collections?

View answers for commercial and personal lines in the Call Centers category on the Question of the Month page.

Take a look at our questions of the month for November:

Do you notify additional insured(s) if a policy is canceling for non-payment of premium?

View answers for commercial and personal lines in the Cancellation Practices category on the Question of the Month page.

Take a look at our questions of the month for October:

On Commercial Lines Policies that are Direct Billed, do you supply the customer or agent a payment schedule?

For the Personal Lines companies who are doing electronic mortgage company payments, do you have an in-house solution or a vendor solution?

View answers for commercial lines in the Direct Bill Commercial category and for personal lines in the Other PL category on the Question of the Month page.

Take a look at our questions of the month for September:

Has your company seen an increase in online billing-related self-service usage?

View answers for commercial and personal lines in the Customer Interaction category on the Question of the Month page.

Take a look at our questions of the month for July:

What is your organization’s primary focus for the second half of 2020?

View answers for commercial and personal lines in the Billing & Collection Department Practices category on the Question of the Month page.

Take a look at our questions of the month for June:

Is your company allowing employees to carry over additional unused vacation days due to the coronavirus pandemic?

View answers for commercial and personal lines in the Other CL and Other PL categories on the Question of the Month page.

Take a look at our questions of the month for May:

The single greatest business challenge you faced relative to your organization's response to the “Stay at Home” order was?

View answers for commercial and personal lines in the Other CL and Other PL categories on the Question of the Month page.

Take a look at our questions of the month for March:

Do you flat cancel renewals for non-payment withough customer/agent requests?

View answers for commercial and personal lines in the Cancellation Practices category on the Question of the Month page.

Take a look at our questions of the month for February:

What percentage of your agent commission statements are paperless?

View answers for commercial and personal lines in the Commissions category on the Question of the Month page.

Take a look at our questions of the month for January:

For Commercial Line Carriers and Personal Lines Carriers with repetitive credit card capabilities in place for more than a year, what is your adoption rate?

View answers for commercial and personal lines in the Customer Interaction category on the Question of the Month page.

Take a look at our questions of the month for December:

How does your organization send out direct notices of cancellation?

View answers for commercial and personal lines in the Cancellation Practices category on the Question of the Month page.

Take a look at our question of the month for November:

Do you offer insureds an installment option for audit transitions?

View answers for commercial lines in the Premium Audit Practices category on the Question of the Month page.

Take a look at our questions of the month for October:

How does your organization manage the placement/recovery process once a balance is referred to a Third-Party Collection Agency?

View answers for commercial and personal lines in the Outsourced Receivables category on the Question of the Month page.

Take a look at our questions of the month for September:

For Direct Bill business, how many different installment plan options are you offering to your customers?

View answers for commercial and personal lines in the Direct Bill Commercial and thhe Direct Bill Personal categories on the Question of the Month page.

Take a look at our questions of the month for August:

Is your company using Artificial Intelligence in the collections space?

View answers for commercial and personal lines in the Robotics Commercial Lines and the Robotics Personal Lines categories on the Question of the Month page.

Take a look at our questions of the month for July:

Do you offer any other forms of payment other than bank draft or credit cards?

View answers for commercial and personal lines in the Billing and Collection Department Practices category on the Question of the Month page.

In May 2019, the Benchmarking Committee released the latest Recovery Survey to our Commercial Lines & Personal Lines member companies. The survey covered a range of topics from in house and external collection processes to contingency rates and litigation.

The results from this survey can now be found under the Benchmarking Data section of the ICE website. There you can also find an archive of all prior ICE surveys.

Take a look at our questions of the month for June:

Do you give insureds any benefit for setting up for automatic recurring payments EFT?

View answers for commercial and personal lines in the Billing and Collection Department Practices category on the Question of the Month page.

Progressive Insurance has asked ICE board member Katherine Thomas to assume an exciting new role focusing on automation technology. This change in discipline necessitates a move out of the billing and collections discipline. ICE congratulates Katherine on her new role.

Please welcome Maura McGarry as Chair and Ryan Roell as Co-Chair of the Education Committee! Maura, Operations Manager, Arbella Insurance Group, attended her first ICE conference in 2009. Following that event, she immediately joined the Education Committee where she has assisted ICE deliver its educational endeavors for over 9 years.

Ryan, Billing Supervisor, SAIF Corporation, attended his first ICE conference in 2016. Following that event, he immediately joined the Education Committee where he has assisted ICE deliver its educational endeavors for the past three years.

Thank you both for stepping up and taking on leadership positions on the committee!

In October 2018, the Benchmarking Committee distributed a Self-Service Survey with the aim of providing member companies with a snapshot of industry practices around online service tools and capabilities. To access the results, please visit the Benchmarking Data page for more information.

The results of the ICE/TRMA joint survey on Managing Late Payments and Collections has been posted on the Benchmarking Committee page of the website. The survey compares our results to those of Telecommunications and Utility industries practices.

On behalf of the ICE Board of Directors, as ICE Secretary I am pleased to make the following announcement:

Attendees at our 2017 conference learned of Ken Godfrey’s intention to retire from his position as ICE Executive Director effective November 30, 2018. Ken was the first Executive Director of ICE and has served in that capacity for over 15 years. Ken was instrumental in the original establishment of ICE as a non-profit association and has enthusiastically served the ICE Board and its membership ever since. Additionally, Ken has become a valuable business partner and friend to ICE’s many exhibitor partners who are important allies to the success of our association.

We’re pleased to announce that Gary Woodring, currently serving his second term as ICE President, has been selected to become the new Executive Director of ICE. Gary formalized his candidacy with the Board simultaneous to his recently announced retirement from Chubb. Click the arrow to the right t