Claims Payments FAQ

One Inc helps insurers address several big challenges in claims payments:

1. Retention – Customers need their money fast and expect smooth, convenient peril resolutions. Traditional methods for paying claims, particularly mailing checks, fail to deliver on these expectations. A friction-less claims experience – where a policyholder gets their money faster and via their preferred payment method – is the "moment of truth" experience that inspires customer satisfaction, loyalty, and brand advocacy.
2. Costs – Printing and mailing checks is expensive, extends cycle time, and exposes you to increased claim severity by keeping the claim open longer. Processing claims payments digitally via ACH and ClaimsCard™ significantly minimizes the cost. 
   Since a fast and convenient claims experience also reduces policyholder churn, insurers  enjoy continued revenue from policyholders who would otherwise have walked away. Insurers also save resources associated with closing out accounts, sending refunds, and sales costs associated with replacing lost policies.
3. Security and Compliance – Fraud is prevalent, protecting payment instrument data is a requirement, and mitigating organizational risk is resource-intensive. Processing claims payments digitally reduces the risk of fraud since sensitive financial data never traverses the insurer's network. Financial information is always tokenized and stored by One Inc, significantly increasing data security and simplifying compliance.
4. Operational Efficiency – ClaimsPay^® streamlines operational efficiency by providing automation and self-service tools for insurance carriers to shift simple, routine transactions from claims adjusters to the payees. Payees can view open claims, approve claims payments, and change payment and communication preferences through a self-service portal without the assistance and time commitment of an insurance adjuster or call center. On the administrative side, insurers can report and reconcile payments quickly and accurately across both inbound and outbound payment types, methods, channels, and batches. 

1. Payments to policyholders
2. Payments to non-policyholder claimants
3. Payments to service providers (e.g., law offices, disaster recovery services, body shops, healthcare)
4. Payments to vendors (e.g., third-party adjusters, appraisers)
5. Payments to unbanked claimants
6. Payments to policyholders in CAT situations
7. Payment and approvals to multiple parties with interest in a single claim

1. Multiple payment channels – ACH, ClaimsCard™, Push-to-Card, and paper check.
2. Digital engagement – SMS and email notifications sent to all parties on the claim throughout the payment process, including status updates, payment confirmation, and instructions to access funds.
3. Multi-party – Digital approval method and payment disbursement to multiple people/vendors/service providers on a claim.
4. Reporting and reconciliation – Data is updated in real time. Batch reporting can be accessed daily and downloaded to Excel for easy reconciliation with other systems. 
5. Integration – ClaimsPay^® integrates directly into the existing claims management system. Simply create the user interface that fits your adjusters' workflow within your claims system and call our API.
6. Self-service portals – Claimant and vendor portals for approving or contesting payment amounts, accessing or transferring funds digitally, and viewing EOB/remittance documents and transaction history.
7. Configurable branding - Configurable email templates and modals/portals to match your company's branded look and feel, including color palette, logos, and messaging for a consistent user experience.
8. Reoccurring claims payments - One Inc tokenizes, securely stores, and saves financial instruments for future or recurring claims payments.
9. Two-factor authentication – Approvers and payees authenticate themselves with a code provided via phone or text to avoid fraud. 
10. Data security – Sensitive data is tokenized and stored following the highest security standards set forth by regulatory and compliance best practices, such as the PCI DSS, Nacha, and SOC 2 – simplifying your PCI compliance and reduces security risk.
11. Vendor onboarding and payments  – One Inc handles all your payments to vendors and drives adoption of vendors accepting instant digital payments.

1. Instant ClaimsCard™ (powered by VISA^®) 
2. ACH bank transfer
3. Push-to-Card (debit or prepaid)
4. Paper check

Not at this time.

Your team designs and builds the user experience for your claims adjusters within your claims management system and then connects to One Inc via APIs.

Our claims payments solution sits on top of your claims system, which will always remain the system of record, so there is minimal information manually entered and no need for a user to log into to a separate application.

Some typical integration points include, but are not limited to:

• Claims systems integration
• Posting disbursements back to the claims systems
• Policy/billing system integration

Yes. We provide user interfaces with configurable colors, logo and text as needed by the supported options:

• Claim party portals for collecting approvals and payment method and payment channel preferences
• Self-service portal (payee-facing) - viewing, managing, and transferring funds from ClaimsCard™ option.
• Payee email templates (payee-facing)
• Vendor onboarding communication

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One Inc now offers a service for printing and mailing paper checks!

However, if you would still like to print and mail your own checks, you may do so. If a payee selects check as his/her preferred payment channel, our system will tell your system of the selection, and you can process the check as you do today.

In the case when a payee is utilizing ClaimsCard™ within the self-service portal and wants to convert it to a check, One Inc will facilitate the process of sending that check.

All payment instrument data submitted by payees is captured by One Inc and tokenized. Sensitive data never traverses your network. The only data you store is a token representing a payment instrument. One Inc stores a matching token. Any sensitive data stored on One Inc’s servers is stored following the highest security standards set forth by regulatory and compliance best practices, such as the PCI DSS, Nacha, and SOC 2 Type 2.

For a payee to provide their bank account, they need to go through two-factor authentication using identification criteria provided by you. They will also need to enter an identification code we send them via email or text. 

The default is 3 attempts.

Yes. The timeframe is configurable.

No.

It is best practice to simply remove the ability for an adjuster to manually input bank account information. For that reason, bank account information is captured through a secure link sent to the payee, which requires two-factor authentication.

Yes. We will work with the customer to research the root cause of why the money was sent to the incorrect account. Then, with our support and accounting teams, we will determine the correct course of action. Often, the process of recovering the money will have to go through the receiving bank and your customer would need to perform the necessary actions to recover money themselves. These situations are handled on a case-by-case basis.

Yes. There is an optional field for you to input any information about the claim. Additional information, like terms and conditions and EOB/remittance documents, can be displayed in the claimant and vendor portals and in all payee emails.

1. Verification Step 1 – Payees are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. email or text).
3. Verification Step 3 – The payee enters the unique identification code sent via email or text.
4. Payee selects preferred payment method (ACH bank transfer, ClaimsCard™, Push-to-Card, or check.)
   Note: If you select to continue printing and mailing your own checks and the claimant prefers check, One Inc will tell your system that the payee has selected check. Then, you send it through your existing process for sending checks.
5. The payment is processed. If the method is bank account, Push-to-Card, or check, confirmation is sent via the claimant's preferred communication channel. If the method is ClaimsCard™, confirmation is sent via the claimant's preferred communication channel with a link to access the card and view transaction activity in an online portal.

Yes. The workflow is as follows:

1. Verification Step 1 – Payees are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. email or text).
3. Verification Step 3 – The payee enters the unique identification code sent via email or text.
4. The payee then enters bank account information.
5. The payee’s bank account information is tokenized and stored for future use.
6. Adjuster works on the claim.
7. Optional: If the amount to be paid is above the adjuster’s authority, he/she will go through the internal approval process.
8. Once the amount is approved, the adjuster makes the payment to the previously saved payment method (bank account, ClaimsCard™, Push-to Card, or check).

You will initiate the Create Approval API Request, which will define the roles for each claim party. The role will determine the actions each party will have to complete in order for the claim payment to be processed. 

1. Verification Step 1 – Approvers go through authentication process.
2. Parties are taken to the approvals page where they can either approve or contest the payment amount.
3. If they approve, they receive a confirmation.
4. If they contest, the adjuster will be notified with a reason included. This will halt the process for other parties on the claim.

1. Verification Step 1 – Payees and/or approvers are asked for information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. email or text).
3. Verification Step 3 – The payee enters the unique identification code sent via email or text.
4. Review claim information.
5. Claimant parties submit their approval.
6. Claimant parties select their preferred payment method.
   1. If they are supplying the last required approval, payments to all payees, including themselves, will be automatically disbursed when that final approval is submitted.
   2. If there are other parties that still need to supply an approval, the selected payment method for this person will be saved and used as soon as the last party approves.
7. Once the last party approves, the payment is processed.
   1. If bank account, Push-to-Card, or check, confirmation is sent via the claimant's preferred communication channel.
   2. If ClaimsCard™, confirmation is sent via the claimant's preferred communication channel with a link to access the card and view transaction activity in the online portal.

1. Verification Step 1 – Payees are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. email or text).
3. Verification Step 3 – The payee enters the unique identification code sent via email or text.
4. Review claim information.
5. Payees select preferred payment method.
6. If other parties on the claim must submit an approval, the payment is disbursed immediately following the submission of approval from all approving parties on the claim.
   1. If bank account, Push-to-Card, or check, a confirmation will be sent via the claimant's preferred communication channel.
   2. If ClaimsCard™, a confirmation is sent via the claimant's preferred communication channel with a link to access the card and view transaction activity in the online portal.

1. Prerequisite: The payee has already made a payment method selection and has provided information required to receive a payment through that method (such as bank account and routing number to receive a payment via ACH).
2. Scenario 1: No approval is required of the payee. The adjuster can send the payment manually from their own system via the previously selected preferred payment method for the payee.
3. Scenario 2: No approval is required of the payee. Another party on the claim disapproves. Then, the adjuster settles the issue, all approving parties approve, and the payee receives her payment (and notification of payment) without having to re-select a preferred payment method.
4. Scenario 3 (only if the payee is receiving a payment): A payee who is also an approver has submitted her approval and selected a payment method. Another party on the claim disapproves. Then, the adjuster settles the issue, and the resolution does not change the amount to which the payee had previously approved. The payee receives her payment (and notification of payment) without having to re-approve (for the same amount) or re-select a preferred payment method.

   Note: This scenario is configurable based on your business rules. You have the option to have payees who are also approvers go through a re-approval process rather than sending the payment without obtaining a re-approval. This is subject to your business rules.

We have an API for updating an account. An adjuster can enter a different phone number or email address to send a request to the payee.

Yes. When a request goes out to a payee to provide approval and/or payment information, that request itself has an expiration. The expiration is configurable but, by default, is set to 24 hours. You can, at any time, call the API to check on the status of that request. You can also resend the request to the payee.

You can send as many emails as you want. However, we strongly recommend you limit it.

In the near future, insurers will be able to receive a copy of all communication sent to claim parties.  Currently, transaction information is provided via API.

All claim payment communication to claimants is sent via email or text and is branded for your organization. Vendors and service providers without an email on file may receive onboarding communication and payment notification by mail (branded for your organization).

No. For vendors and service providers receiving the ClaimsCard™, standard credit card processing fees apply.

The decision to enroll is decided by the payee and insurer. One Inc is involved after the decision to enroll in digital claims payments is made. However, the ability to un-enroll is possible. You would need a business process that allows you to do so (if you don’t have one already). For example, in your claims system you may have a dropdown list “Preferred Payment Method.” This would include tokens we’ve created and a physical check option. We don’t stop you from selecting the physical check option. If you select physical check, your claims system would go back to sending physical checks.

They will be prompted to approve or contest the payment amount after authenticating themselves into their respective self-service portals.

After receiving a link to their account via email, they will be required to go through an authentication process.

They, along with all others associated with the claim, will be notified via email. Also, when selecting their preferred payment method online, they will see how many of the total required approvals have been submitted from all approving parties on the claim.

All approval parties will be notified via email and the adjuster will be notified via the API call including the contest reason provided by the disapproving party. This will halt the process for other parties on the claim. Consequently, payments will not be disbursed until the contest reason is resolved by the adjuster and all parties requiring approval have submitted an approval.

1. Instant ClaimsCard™ (powered by VISA®) 
2. ACH bank transfer
3. Push-to-Card (debit or prepaid)
4. Check

ClaimsCard™ is an instant, online card accessed through a secure, self-service portal. It is used for any card-not-present transaction and can be added to a mobile wallet.

The benefit of a ClaimsCard™ is the instant payout capability. As soon as the claim is approved and the adjuster initiates the payment, the funds are instantly available in the payee’s account for use.

If there are multiple people that need to approve and/or receive a payment on behalf of one of the parties on the claim, identify the approver(s). Once every approver completes their necessary approval actions, the payment will be disbursed to the appropriate party or parties. 

In this situation, multiple people representing a single party on the claim must approve a single payment to be made to that party. A common example is writing a check with a policyholder's and law office’s name on the check using “and” language. To meet this requirement, you will send approval links to both parties on the check. One will be an approver-only and the other will be an approver and payee. The latter will select a payment method and receive the payment. Both will need to submit approvals before the payment is disbursed. 

With ClaimsCard™ and Push-to-Card, funds are instantly available for use. ACH bank transfers take 1-3 business days. Checks take 7-14 business days.

Note: If a claim requires actions from multiple parties on the claim, the payment disbursement process will not begin until all required approvals have been completed.

You can create business logic within your claims management system that will allow you to select previously saved bank accounts, if available. This action would tell One Inc's API to push money out to that existing bank account.  

You can create business logic that allows you to click on a new claim, select "Add New," and then send a secure link to the online portal where the payee can provide their bank account information.  This communication can be sent via text or email. The payee will then follow the instructions to set up their bank account and receive a confirmation when bank information is saved.

You will make a payment to the payee with a ClaimsCard™, following the steps below:

• Verification Step 1 – Request the two pieces of information about the payee that is in the system. Common requests are driver license number, zip code, or tax ID (for vendors or providers).
• Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. email or text).
• Verification Step 3 – The payee enters the unique identification code sent via email or text.
• Payee selects ClaimsCard™ as their preferred payment method.
• The payment is processed and confirmation is sent via the claimant's preferred communication channel with a link to access funds and view transaction activity in the online portal.

There are two scenarios in which a payment will fail:

1. Failure at Gateway – If this occurs, you will know in the response of the real-time API call that creates the transaction.
2. Bank Returns the Transaction – If this occurs, you will receive an email notification that a transaction has been returned. You will also be able to run a ‘Returned Transaction Report’ inside One Inc Digital Payments.
3. When using an approval request to allow payees to select their payment method and it fails, they will be notified and we'll send an update to your service. 

This is a very rare situation. We have a duplicate payment check in our system that checks payment method and amount with a configurable time element (default is 2 minutes). If payment method and amount are the same and time between transactions is less than 2 minutes, it will block the transaction.

If you catch it immediately, we have void capabilities through our API and the money will not be sent to the payee. You would have to void the payment before the batch closes.

If you catch it after the batch closes, it will be a manual process triggered by you and the One Inc Support Team.

In an approval-request scenario, there is duplicate check criteria around claim number, total amount, and the same group of account identifiers. If a duplicate occurs in this situation, the API call will error.

Yes, you will set up the recurring schedule of payments in your system. When it’s time for the payment to be made, your organization will have it set up to call the ‘Make Payment’ API appropriate to the correct payment method.

Future scheduled payments will be managed in your existing claims system(s).  Our solution provides the ability to capture the electronic payment method details (e.g., bank account and routing number) as well as process the disbursement on its scheduled payment date. 

 

For security and fraud reduction reasons, there are limits to how much money can be transferred to each payment method type in a single transaction. Please give us a call about the limits and what flexibility may exist to satisfy your business needs.

One Inc provides daily batch reporting for outbound payments. These reports can be downloaded to Excel for reconciliation with other systems. You can also utilize our admin portal where you can run real-time reporting and search by a claim number. In addition, transaction data is available via API – allowing you to conduct programmatic reconciliation within your systems.

Future scheduled payments will be managed in your existing claims system(s). Our solution provides the ability to capture the electronic payment method details (e.g., bank account and routing number) as well as process the disbursement on its scheduled payment date.

 

This is a very rare situation. We have a duplicate payment check in our system that checks payment method and amount with a configurable time element (default is 2 minutes). If payment method and amount are the same and time between transactions is less than 2 minutes, it will block the transaction.

If you catch it immediately, we have void capabilities through our API and the money will not be sent to the payee. You will have to void the payment before the batch closes.

If you catch it after the batch closes, it will be a manual process triggered by you and the One Inc Support Team.

With ClaimsCard™ and Push-to-Card, funds are instantly available for use. ACH bank transfers take 1-3 business days. Checks take 7-14 business days.

Note: If a claim requires actions from multiple parties on the claim, the payment disbursement process will not begin until all required approvals have been completed.

Funds are automatically disbursed to all payees via their payment method of choice immediately following the submission of the last required approval from all parties on the claim.

No. For vendors and service providers receiving the ClaimsCard™, standard credit card processing fees apply.

1. Set up a commercial account with Wells Fargo Bank. If you have a relationship with Wells Fargo today, go directly to your current banker to get started, otherwise, work with One Inc to set up an account.  
2. Set up One Inc as a User on the designated account to authorize us to debit and credit the account. 
3. Work with One Inc to prefund the designated account. The amount funded is based on our proprietary formula. This designated account will be used for ACH, Direct to Debit, ClaimsCard®, and check payments for commission and/or claims funding. 

Yes, of course! As long as the account is a National/Commercial account held at Wells Fargo Bank, it can be used for commissions or claims payment funding.

One Inc has established Wells Fargo Bank as our Originating Financial Institution for ACH processing. Wells Fargo is only able to originate ACH transactions from a Wells Fargo bank account, therefore a deposit account at another institution cannot be used to fund ACH commissions or claims payment transactions.

Yes, all of your commissions and claims payments made via ACH will be made from this account. You can also designate the Wells Fargo account for all your claims payments.

Prefunding is necessary to ensure there are funds to send payees.

1. Prefund the Wells Fargo account with a set amount of funds. 
2. Each day, One Inc will pay the claims that are submitted to the payees. 
3. Then, One Inc will debit another bank account designated by you to replenish the funds paid out that day back to the Wells Fargo account.  

If funds drop below the designated amount, One Inc Accounting will email your point of contact with instructions to fund the account with the dollar amount needed to maintain an appropriate balance in the account. 

If there are not enough funds in the designated account to cover outgoing payments, One Inc Accounting will receive an NSF notification from Wells Fargo first thing the next morning following batch close. At that point, One Inc Accounting will email or call your point of contact instructing how to fund the designated account with the correct dollar amount. 

1. You will prefund your Wells Fargo commercial account with a certain dollar amount using a proprietary formula. 
2. Each day, claims payments will be included in a batch; once the daily batch closes, these claims are compiled into an ACH file which is processed the next morning. 
3. The payee will receive the claims payment 3 to 4 business days after batch close.
4. Your designated account will be debited daily based on the previous day's batch. 

Due to our authentication process, returns are unlikely to be a problem. However, if the insured “fat fingers” their bank account information, there is a process in place to resend the payment information email. From a technological perspective, there can be an infinite number of payments to a single claim. From an accounting perspective, the bank will process a return within 2 banking days of the original ACH payment and you will receive the ACH return information from One Inc. At the same time, One Inc will return the funds to you and you can initiate a new claim payment. 

Escheatment on the ClaimsCard™ is when a cardholder has unused funds on a card that have been deemed abandoned by applicable law and the unused funds revert or “escheat” to the state as unclaimed property.

Unclaimed or abandoned property laws aim to make it easier for a property owner, such as a cardholder, to later locate his/her property. These laws provide that property that is unclaimed for a specified period of time, often called a dormancy period, is deemed abandoned and escheats to the state. At that point, the holder of the property must turn it over to the designated state agency. A property owner can then reclaim his or her property by filing a claim with the state agency.

Annually, depending on the state deadlines. State dormancy periods are 3 or 5 years, so unused funds on a card will not be eligible for escheatment until after the applicable dormancy period.

Cardholders are required to be notified prior to funds being escheated (from 1-12 months, depending on the state requirements). Notices are sent to the contact information on file.

If not claimed by a cardholder, funds are delivered to the state agency responsible for escheatment. The state then attempts to notify the reported owner of the funds, and after some period of time, which varies from state to state, the state takes the funds.

A cardholder can reclaim his or her property by filing a claim with the state agency responsible for escheatment.

The state will claim the funds.

There are four different scenarios in a multi-party claim:

Approval Only

1. Verification Step 1 – Payees and/or approvers are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
2. Parties will receive a link that takes them to the approvals page where they can either approve or contest the payment amount.
3. If they approve, they receive a confirmation.
4. If they contest, the adjuster will be notified with a reason included. This will halt the process for other parties on the claim.

Approval and Payment Only

1. Verification Step 1 – Payees and/or approvers are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. email or text).
3. Verification Step 3 – The payee enters the unique identification code sent via email or text.
4. Review claim information.
5. Claimant parties submit their approvals.
6. Claimant parties select their preferred payment method.
   1. After supplying the last required approval, payments to all payees will be automatically disbursed when that final approval is submitted.
   2. If there are other parties that still need to supply an approval, the selected payment method for this person will be saved and used as soon as the last party approves.
7. When the last party approves, the payment is processed.
   1. If bank account, Push-to-Card, or check, confirmation will be sent via the claimant's preferred communication channel.
   2. If ClaimsCard™, confirmation is sent via the claimant's preferred communication channel with a link to the online portal.

Payment Only

1. Verification Step 1 – Payees and/or approvers are asked for two pieces of information about themselves or their business (if it is a vendor or a provider payment). Common requests are driver license number, zip code, or tax ID (for vendors or providers).
2. Verification Step 2 – The payee selects how they would like to receive an identification code (i.e. email or text).
3. Verification Step 3 – The payee enters the unique identification code sent via email or text.
4. Review claim information.
5. Payees select preferred payment method.
6. If other parties on the claim must submit an approval, the payment is disbursed immediately following the submission of approval from all approving parties on the claim.
   1. If bank account, Push-to-Card, or check, confirmation will be sent via the claimant's preferred communication channel.
   2. If ClaimsCard™, confirmation is sent via the claimant's preferred communication channel with a link to the online portal.

Payment Only Action Bypass

• Prerequisite: The payee has already made a payment method selection and has provided any information required to receive a payment through that method (such as bank account and routing number to receive a payment via ACH).

1. Scenario 1: No approval is required of the payee and the adjuster prefers to send the payment manually from their own system via the previously selected preferred payment method for the payee.
2. Scenario 2: No approval is required of the payee. Another party on the claim disapproves. Then, the adjuster settles the issue, all approving parties approve, and the payee receives her payment (and notification of payment) without having to re-select a preferred payment method.
3. Scenario 3 (only if the payee is receiving a payment): A payee who is also an approver has submitted his/her approval and selected a payment method. Another party on the claim disapproves. Then, the adjuster settles the issue, and the resolution does not change the amount to which the payee had previously approved. The payee receives his/her payment (and notification of payment) without having to re-approve (for the same amount) or re-select a preferred payment method.
   Note: This scenario is configurable based on your business rules. For payees who are also approvers, you have the option for them to go through a re-approval process rather than sending the payment without obtaining re-approval. This is subject to your business rules.

Yes, a link will be sent to all approving parties on the claim, through which they will either approve or contest the payment amount.

They will be prompted to approve or contest the payment amount after authenticating themselves into their respective claim payments accounts.

After receiving a link to their account via email, they will be required to go through a two-factor authentication process including inputting an authentication code sent via email or text.

They will be notified via email that their claim payment is now available in their claim payments account. Also, when selecting their preferred payment method online, they will see how many of the total required approvals have been submitted from all approving parties on the claim.

The adjuster will be notified, including the contest reason provided by the disapproving party. This will end the process for other parties on the claim. Once there's agreement, the adjuster will create a new approval request sent to all parties. 

 

Funds are made available to payees immediately following the completed actions by all approving parties on the claim. Funds are disbursed automatically to all payees via their payment method of choice, immediately following the submission of the last required approval from all parties on the claim.

If vendors are only receiving the payment, they only need to input their bank account and routing number once. When a vendor provides their bank account and routing number, it is tokenized to be reused for future claim payments. However, if they need to approve, they would need to approve and then select their payment option.

Yes, you can set up automatic recurring payments to vendors via ACH.

If there are multiple people that can approve and/or receive a payment on behalf of one of the parties on the claim, identify the one that will be the recipient of the link to approve (if approval from the party they represent is necessary). Once the approval is submitted, he or she will select a payment method.

In this situation, multiple people representing a single party on the claim must approve a single payment to be made to that party. A common example is writing a check with a policyholder's and law office’s name on the check using “and” language. To meet this requirement, you will send links to both parties on the check. One will be an approver-only and the other will be an approver and payee. The latter will select a payment method and receive the payment. Both will need to submit approvals before the payment is disbursed.