Billing change on policy screen

[Andrew Carrick]

Some of our personal lines CSRs have reported that in a few cases after putting on a Direct transaction the billing has changed to Client "by itself". Without wishing to get into the "are they sure?" question, has anyone else ever come across this or is it a known bug?
Thanks.

[Jim Jensen]

uh, no. Not that it means it's impossible.

[Jeff Zylstra]

Just to clarify here, they're saying that it changes from Direct Bill to Agency Bill - all by itself?  There are several accounts that get debited or credited when a billing happens.  And there are difference accounts that are affected with agency versus direct bill.  My guess is that a) your accounts would be out of balance, b) the night time utilities would catch the out of balance situation, and c) your accounting people would be all over you to fix any such problem.  In fact, it sounds like your accounting people should be explaining this to your CSRs, but that's probably why the CSRs are blaming the boogey man in the computer.   

[Andrew Carrick]

Yes it happens "all by itself" - guess what my face was like when I was first told of this! Thanks for the ammo Jeff.

[Andrew Carrick]

Well this is freaky, the UK Support people have just confirmed to me that this IS a known bug, and is across Applied, not just in the UK - how scary is that. They are hopeful it will be sorted out in v 11. 

[Jeff Zylstra]

That's a little concerning, since you generally depend on accounting information.  I'm guessing however, that your accounts are still in balance, but that the Direct Bill/Agency Bill indicator field on the billing screen is incorrect.  Kudos to your staff for catching this, btw, and also having the chutzpah to say something doesn't look right, even though it sounds like their trolley has jumped the tracks. 

[Lance Bateman]

Haven't ever run into this - but not doing the commission download.  Did "they" indicate what program this is a "known bug" in?

[Andrew Carrick]

We don't download in the UK Lance, and yes Jeff everything is in balance. It's just one of those irriating little things to have to watch for. Worst thing to happen is that next time a CSR does a transaction it's the wrong
billing. BUT our Procedures are clear - "alwatys check the Billing Screen before transacting".

Nice positive spin on our users by the way Jeff, thanx.

[Jeff Zylstra]

Nice positive spin on our users by the way Jeff, thanx.

What spin?     I'd much rather have someone be "scrupulously observant" and catch only an occasional error, than have them be sloppy and frequently making errors.  It's also helpful that you have good procedures in place.

[Andrew Carrick]

Yeah I love them really, although not too much, the judge said "not within 100 yards"....

[DebAmstutz]

, the judge said "not within 100 yards"....

Wow, I think we're Americanizing Andrew...I thought the only yards in his area either had green grass growing in them or had the word "Scotland" as a preface....

[Jeff Zylstra]

Yes, we've corrupted the right and proper Andrew.  Good one, Deb!

[Andrew Carrick]

 

[Andrew Carrick]

The bug log ref may be EUJ11007, I'm guessing the EU prefix means Europe. Does this show on Applied's website anyewhere? If so I'd like to know if they've any ideas as to cause? Our feeling is that it is mostly personal lines polciies affected so may be an App issue? So much uncertainty 

[Jim Jensen]

There's no way to look up defect references in the portal, outside what might appear in the KB. This one doesn't show up. I also checked the 10.8 "noteworthy items" listing - there's only 1 item on it and we know that's not the case. I think the only way to get info on a certain reference item is through support directly - call or chat.