Billing and Payment - FAQ - Wawanesa USA

Frequently asked Billing Questions and Answers

What is my current account balance?
You can view your policy billing and payment history online. To go directly there, click on Billing Inquiry. You can also contact Customer Service at 1-800-640-2920.

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What is the amount due and the due date of my next payment?
To view your policy billing and payment history online, click on Billing Inquiry. Or, contact Customer Service at 1-800-640-2920.

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What was the amount and post date of the last payment received?

Click on Billing Inquiry to review your policy billing and payment history online. Or, contact Customer Service at 1-800-640-2920.

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What address do I mail my payment to?
Wawanesa Insurance
PO Box 85048
San Diego, CA 92186-5048

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What forms of payment are acceptable?
To pay online directly from your bank account , click on EZPay. To pay online using a MasterCard, Visa, Discover or Debit Card click on PayDirect (there is a non-refundable $4.99 convenience fee for this service). To make your payment by mail, please send a check or money order only, made payable to Wawanesa Insurance. No cash accepted.

In order to process a request for a Monthly Automated Recurring payment plan, please call a Customer Service Representative at 1-800-640-2920

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Can I make a payment over the phone?
Yes. We currently only accept payment Credit Card (Visa, MasterCard, or Discover) or Debit Card (Visa only) with a non-refundable $4.99 convenience fee. To make a payment over the phone, please contact Customer Service at 1-800-640-2920.

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What are the service charges on my account?

Payment Plan	Service charges
Full Pay	Not applicable
Two Pay	- No service charge on down payment - $5.00 on second installment
Three Pay	- No service charge on down payment - $10.00 ($5.00 on each of the remaining two installments)
Monthly Automated Recurring	- $6.00 ($1.00 on each installment for a 6 month policy) - $12.00 ($1.00 on each installment for a 12 month policy)

Has my refund been mailed and when?
This information is not available currently online. Please contact Customer Service at 1-800-640-2920.

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What is the fee for a payment returned due to insufficient funds?
A $25.00 fee will be assessed for payments returned due to insufficient funds.

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Can I change my bank account information for my Monthly Automated Recurring Schedule?
Yes. Notification of any changes to your bank information must be provided to Wawanesa Insurance seven days prior to your scheduled withdrawal. Please contact Customer Service at 1-800-640-2920.

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Wawanesa Online Payment Billing Questions and Answers

If I have a question about my Wawanesa billing statement, whom do I contact?
If you have a question regarding your billing statement, contact Wawanesa Customer Service at 1-800-640-2920. Telephone Service Representatives are available Monday through Friday 7:30 AM - 7:30 PM and Saturday 8:00 AM - 4:30 PM. Homeowner Telephone Service Representatives are available Monday through Friday 8:00 AM - 4:30 PM.

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Where can I find my Wawanesa account number?
Your Wawanesa account number can be found at the top of your billing statement. If you can not locate your account number, please contact Wawanesa Customer Service at 1-800-640-2920.

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Where can I find the total amount due?
The total amount due for the current billing period is reflected at the bottom of the billing statement. The Statement of Account section reflects all amounts due and paid for the current policy term. To view your policy billing and payment information online, click on Billing Inquiry.

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Wawanesa Online Payment Account Questions and Answers

Must I sign up for a User Account in order to make an online payment?
EZPay: Yes. A User Account must be established prior to using our Online Payment Service.

PayDirect: No. User Account is not available.

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Can I make changes to my User Account after I have initially signed up?
EZPay: Yes. After logging in to your User Account you will have the option of making changes to your personal banking information.

PayDirect: N/A

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Am I required to set up a separate User Account for each of my Wawanesa policies?
EZPay: No. Multiple Wawanesa policies (i.e. Auto and Home) may be paid under the same User Account.

PayDirect: N/A

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Must I agree to store my banking information in order to set up a User account?
EZPay: No. However, storing your bank information will allow your future online payment transactions to be made quickly and easily. Your information will be stored in a secure environment by FIS Corporation on our behalf.

PayDirect: N/A

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What else will I need to pay my Wawanesa billing statement?
The first time you use the Wawanesa Online Payment Service to pay your Wawanesa billing statement, you will need your Wawanesa account number. If using your checking or savings account you will need your bank account number, bank routing number and name of bank. If using a credit or debit card you will need the card number, security code on back of card and card name. EZPay only, if you choose to store your payment information you will not need to re-enter this information unless you change bank(s) account(s).
1. Why am I being asked to provide the card security code on my credit card when making a credit card payment online?
  This is a security feature that provides increased protection against credit card fraud for both the customer and the merchant. This 3 or 4 digit code is often requested by merchants when a credit payment is being made over the internet when the credit card is not present. Card security codes are one way of making sure the purchaser has the credit card in their possession.
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How do I establish a User ID and Password?
EZPay: Enter your account number and, in UPPERCASE, enter the first four letters of your last name. If your name has fewer than four letters, enter your entire last name and leave the remaining character spaces blank. Enter the online payment sign up information. You will need the User ID and passwords everytime you use EZPay so make a note of it and store it in a safe location.

PayDirect: N/A

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How do I make an online payment using the Wawanesa Online Services?
EZPay: There are six basic steps involved in using the Wawanesa EZPay Service to make online payments:
1. Enter your User ID and Password.
2. Click on the check box to the left of the policy you wish to pay.
3. Enter the amount and the date on which you want the payment to be made.
4. Click on the drop down Payment Method Box. (The first time you make a payment choose Add a New Bank Account, enter your banking information and assign a nickname to your back account. The nickname you choose should identify your bank account.) You may choose to store your banking information by checking the second box at the bottom of the page. If you do NOT store your bank account information you will have to enter it every time you make a payment.
5. Review the payment information you have submitted and click on Make Payment.
6. Print the Payment Request Submitted page. This is your confirmation of payment submission. An email confirmation will also be sent.
PayDirect:
There are six basic steps involved in using the Wawanesa PayDirect Service to make online payments:
1. Open the 'Billing Inquiry' page, enter your account number and last name to login.
2. View your 'Billing Information' details and click on 'Pay Your Bill Online' to make a payment.
3. Select a payment method as 'Credit Card or Debit Card', enter a payment amount and click on 'Proceed to Payment'.
4. Enter your billing information, card information and click on Continue.
5. Review your payment information you have submitted and click on 'Process Payment'.
6. Print the 'Online Payment Receipt' page and/or check your email for payment confirmation, and then click on Finish.
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How do I add another policy to my account?
EZPay: Click on Account Setup and then click on Add Policy. Enter the policy Number and in UPPERCASE the first four letters of your last name.

PayDirect: N/A

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How do I change my banking information?
EZPay:
To remove account:
1. Navigate to the Payments link on the left navigation list
2. Click Payment Methods
3. Choose the bank account to delete
4. Click delete
To add account:
1. Navigate to the Payments link on the left navigation list
2. Click Payment Methods
3. Ensure that "Add a new bank account" is selected from the drop down list
4. Click go
5. Enter all relevant banking information, confirm details and then submit the entry
Monthly Automated Recurring:
To change your banking information, please call a Customer Service Representative at 1-800-640-2920

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Can I cancel a payment once it has been submitted?
EZPay: Transactions can NOT be canceled if the payment request date is the same as the payment submission date. However, if the payment is scheduled for a future date it may be canceled.

PayDirect: Debit card transactions can NOT be canceled. Online credit card payments scheduled for a future date may be canceled by contacting Customer Service at 1-800-640-2920 Monday through Friday 7:30am to 7:30pm and Saturdays 8:00am to 12:00pm and 1:00pm to 4:30pm.

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Is the Wawanesa Online Payment Service case sensitive?
EZPay: Yes, when a User ID, Password or Security question is entered it must match the case that was originally used.

PayDirect: N/A

Wawanesa Online Payment Processing Questions and Answers

Can I make an online payment to Wawanesa using my bank account?
Yes. The Wawanesa Online Payment Service allows you to use a checking or savings account.

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Can I pay with a credit card?
Yes, you may use MasterCard, Visa, Discover or Debit Card. (Please note the maximum payment per transaction is $1,500.00 and the credit card processing company will charge you a non-refundable $4.99 convenience fee.)

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Can I pay more than one policy through the Wawanesa Online Payment Service?
EZPay: Yes. However, each payment must be a separate transaction.

PayDirect: Yes, however, each payment must be a separate transaction and the credit card processing company will charge you a non-refundable $4.99 convenience fee on each transaction.

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How soon will my online payment be reflected on my Wawanesa policy?
Your online payment will be reflected on your Wawanesa policy within five (5) business days. However, your bank account may be debited the same day the online payment transaction is completed using the Wawanesa Online Payment Service.

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Why isn't my online payment reflected on my current Wawanesa billing statement?
Your online payment should be reflected on your Wawanesa policy within five (5) business days. If it has not posted, please contact Wawanesa Customer Service at
1-800-640-2920 to check the status of your payment.

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Can I make an online payment on a past due policy using the Wawanesa Online Payment Service?
Yes. However, if your policy is in a canceled status at the time the payment is made, coverage reinstatement is subject to the following:

Wawanesa reserves the right to refuse reinstatement of your policy coverage. Therefore, if you wish to make a payment on an expired or canceled policy we strongly recommend that you contact Customer Service and inquire as to the policy reinstatement eligibility prior to using the Service. If you do not contact Customer Service to establish eligibility, we will have no knowledge of your desire to reinstate coverage until such time as we receive your payment, and Wawanesa will have to make the coverage reinstatement decision after your Designated Account has been debited. In that case, if Wawanesa refuses to reinstate the policy, the payment, less any outstanding earned premium due at the time policy cancellation took place, will be returned in the form of a refund check payable to the policyholder. The refund and notice of policy reinstatement refusal will be mailed to the policyholder at the last known address on the policy.

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Can I get a credit balance refunded to my bank account using the Wawanesa Online Payment Service?
No. A Wawanesa refund check will automatically be generated and mailed to you within 15 business days.

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Can I pay more than the billing statement amount using the Wawanesa Online Payment Service?
Yes. You can pay more than the amount due on your billing statement, but we prefer you pay the exact amount as billed.

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Can I pay less than the billing statement amount using the Wawanesa Online Payment Service?
No.

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Will I get a payment receipt, or confirmation after I make an online payment using the Wawanesa Online Payment Service?
Yes. After an online payment is transacted using the Wawanesa Online Payment Service, a payment confirmation page will be displayed including a confirmation number. Please print the confirmation page, or note the confirmation number, and save it for your records.

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What is the payment cutoff time?
Payments will be processed Monday through Friday up until 1:00 PM Pacific time, excluding federal holidays. Any payment submitted after 1:00 PM Pacific time will be processed the following business day. Payments will be applied to your policy based on the submission date, unless a future date is selected, in which case the payment will be applied as of the date specified.
What is the fee for a payment returned due to insufficient funds?
A $25.00 fee will be assessed for payments returned due to insufficient funds. California only.

Wawanesa Online Payment Technical Questions and Answers

What is Wawanesa Online Payment Service?
Online credit card payments are transacted through FIS. Online Checking and Savings account payment are transacted through FIS.

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How secure is my bill payment and personal information?
The Wawanesa Online Payment Service uses several methods to ensure that your information is secure:
- SSL: The Wawanesa Online Payment Service uses SSL (Secure Sockets Layer) that ensures your connection and information is secure from outside inspection.
- Encryption: The Wawanesa Online Payment Service uses 128-bit encryption to make your information unreadable as it passes over the Internet.
- Automatic Signout: The Wawanesa Online Payment Service automatically signs you out of a session if you are inactive longer than 30 minutes. We recommend you sign out immediately after you are finished transacting your payment(s).
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Do I need any special hardware or software to access the Wawanesa Online Payment Service?
All you need to access the Wawanesa Online Payment Service and pay your statement is a computer with Internet access and an appropriate browser (See "What is an appropriate browser?" question below). This could be your own computer, or even one located in a library, Internet cafe or at a copy center.

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What measures does the Wawanesa Online Payment Service have in place while transmitting messages to help ensure that my sensitive banking information is not intercepted?
When you send us personal information through our website, we will first establish a "secure session" through the Secure Socket Layer (SSL) protocol. SSL technology encodes/encrypts information as it is being sent over the Internet between your computer and the Wawanesa Online Payment Service. The secured communication connection provided by SSL helps ensure transmitted information remains confidential.

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How do I know when a secure session has been created?
Most of the supported browsers will give you a message box stating when you are going into a secure session. In addition, Internet Explorer and Netscape Navigator both use clear visual symbols to indicate whether or not they are operating in a secure mode. Depending on which browser you are using, the symbols are displayed either at the bottom left or bottom right of your browser window. For instance, in Internet Explorer, on the bottom right side of the browser window, when there is a secure session in place, there is an icon that looks like a small padlock, with the lock closed. This icon disappears when the session is no longer secure. Netscape Navigator uses a key icon in the lower left corner of the screen to show security status. When the key is solid (i.e., unbroken), the session is secure. Another indication that your browser is operating in secure mode can be found in the web site address. The address will begin with 'http://' in standard, non-secure mode and with 'https://' in secure mode. The s in 'https' stands for secure.

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What is an appropriate browser?
Our web pages are designed for a minimum screen resolution of 1024x768 pixels with the most recent production version (excluding beta or test) of one of the following browsers:
Older browser versions and beta browser versions may result in lost functionality. If a site feature does not work as expected, download the latest version of your browser using the appropriate link above and try again. If you need any help in upgrading your browser, please contact your Internet Service Provider.

In addition, your browser must have Javascript (called Active Scripting in Internet Explorer) enabled and a standard 128-bit encryption security to access any password protected sections of this site and keep your information private.

To check the information about your current browser, please choose "Help" in the upper right menu of your browser and click "About".

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If I am traveling, will the Wawanesa Online Payment Service work from an overseas location?
It may, but there is no guarantee because strong encryption software could not be exported from the United States until recently. For example, an Internet cafe in Europe might not be able to support the level of encryption necessary. Therefore, we recommend that if you will be traveling for a long period of time, make other arrangements to have your Wawanesa statement paid (including prepaying the bill before you leave).

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What are my obligations to help secure my transactions with Wawanesa on the Wawanesa Online Payment Service?
As more completely spelled out in the Terms and Conditions, you are responsible for not giving out your banking account information or bank routing information, or your Wawanesa policy information. Furthermore, you need to make sure that you are using an appropriate browser. Additionally, the Wawanesa Online Payment Service automatically signs you out of a session if you are inactive longer than 30 minutes. We recommend you sign out immediately after you are finished transacting your payment(s).

Billing and Payment - FAQ

Frequently asked Billing Questions and Answers

Wawanesa Online Payment Billing Questions and Answers

Wawanesa Online Payment Account Questions and Answers

Wawanesa Online Payment Processing Questions and Answers

Wawanesa Online Payment Technical Questions and Answers

Frequently asked Billing Questions and Answers

Wawanesa Online Payment Billing Questions and Answers

Wawanesa Online Payment Account Questions and Answers

Wawanesa Online Payment Processing Questions and Answers

Wawanesa Online Payment Technical Questions and Answers

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