Online Enhancements

Recent customer experience enhancements

See the most up-to-date information on the upgrades we've made to our online systems, and what new features we'll be rolling out soon.

November 2019

Based on customer feedback, we’ve been busy working to modernize our invoice to make your current billing information clear and easy to understand. Policyholders will be able to clearly view the amount due, payment deadline and available payment options. All new invoices will now be printed and mailed in this new, redesigned style.

To help you get familiar with the organization of the new invoice, view our How to Review Your Bill reference sheet.

As part of our commitment to improving the customer experience, our IT teams are refreshing the design of many of the tools found within the login experience for Texas Mutual Online.

Internet Quoting for agents: The refreshed Internet Quoting tool for agents features a new left-hand navigation menu. While the process stays the same, agents will find the navigation gives easier access to move throughout the application.

First report of injury: We added an easy-to-use navigation tool that allows policyholders to easily move to different sections of a claim report. You’ll see that information is better organized and we’ve made other subtle enhancements to help guide policyholders through the steps of reporting.

Loss analysis and loss runs: We’ve updated the look and feel of the loss runs and loss analysis tools to provide a cohesive experience.

Employer’s Wage Statement, DWC-3 Online Form: We’ve updated the DWC-3 online form with a new look and feel, as well as introduced new features. Users will find more guided help tools and form-fill options.

These updates are primarily to refresh the look and feel, and to make it easier for our policyholders and agents to navigate through the experience. We’ll continue to notify you of the changes that may impact how you do business with us.

October 2019

Our other states partner, Argonaut, has updated its first report of injury making it an easier, one-stop reporting tool. Previously, users had to search for the applicable state to access that state’s reporting form and requirements. The process has been simplified with one generic reporting form for all customers.

You can report an other states claim by visiting our claims management page. We’ve included language on that page to let policyholders know that they will see a new form.

September 2019

Through extensive research, testing and feedback, we’ve enhanced our website to provide agents and policyholders with an even better experience. The redesign only affects the public site, not anything behind the login.

You’ll see that it’s easier to find what you’re looking for with our new navigation and dedicated sections for employers, agents, health care providers and injured workers. We’ve enhanced our content by including workers’ comp basics, select Spanish pages and FAQs to help answer common questions. We’ve also added more visual elements like our easy-to-use quick links.

May 2019

Last fall, we introduced a new credit statement and process. For customers with credits on their account, we held that credit to apply to future invoices.

Since implementing, we've closely monitored customer feedback and reception. We learned that our customers prefer the previous process and so we have reverted to that preferred method. Going forward, policyholders can expect disbursements on a regular basis.

To simplify billing for our payroll-reporting customers, we will now invoice policy changes with the final audit. We will continue to process policy changes as we receive them, and policy changes that affect premium will be reflected in the final audit. Based on feedback, we learned that this adjustment will improve the billing experience for these customers.

We will continue to invoice policy changes for customers who pay in full, are on installment billing or premium financing.

A faster and better experience is unfolding on Texas Mutual Online (TMO), beginning with a new look and feel. It's part of ongoing research with policyholders and agents to guide innovation from our design and development teams. In the future, we'll be enhancing functionality to make it even easier to use and navigate the features of TMO, and we'll keep you informed of those changes when they come.

To make billing more convenient, our new autopay feature gives policyholders the option to set up recurring, automatic payments. Eligible policyholders now have the option to enroll with a new "Set up autopay" link on the billing screen in their texasmutual.com account. With their permission, we'll draft the amount invoiced to them on the invoice due date from the bank account they've set up.

  • Policyholders who are on agency billing, have a past due balance or are on a collection payment plan are not eligible for autopay. Some policyholders with other states billing may not be eligible for the feature at this time.
  • Policyholders can unenroll from autopay at any time.
  • Agents can see if their client has selected autopay in the billing information in their texasmutual.com account.
  • Final audit payments will be processed through autopay, if a policyholder is enrolled in the autopay feature at the time of the audit invoice due date.
  • At this time, policy renewal payments are not processed through autopay. Agents or policyholders can still make a renewal payment by check or one-time payment at texasmutual.com.

Drawing for $100 Amazon gift card

To celebrate this new feature, we held a drawing for a $100 Amazon gift card. Thanks to everyone who enrolled. We're happy to share that we awarded the gift card to one of our Houston policyholders in the restaurant industry on July 10.

April 2019

We're making enhancements to make our internet quoting tool even better through recent enhancements. Agents will have the option to prefill parts of an application with information we already have on file. These updates will be intuitive and easy to use, and in the future, we'll continue to deliver updates that help maximize your time.

Our quoting system now accepts new business submissions up to 120 days in advance of the proposed effective date. This is an update from the current 90-day period. We're glad to bring a change that will make it easier for our agents to manage their clients' needs.

March 2019

Texas Mutual's welcome campaign for new policyholders allows us to provide the right information at the right time, and help them make the most of their workers' compensation coverage.

Learn more

December 2018

At the end of your policy term, we conduct a review, known as a premium audit, to ensure that your premium accurately reflects your actual payroll and business operations. Based on customer feedback, we've added a new section on the final audit statement that provides a clearer explanation of how we calculate your final estimated billing adjustment.

Agents, take a look at our updated final audit statement so you can see what you and your clients can expect.

We'll continue to share news of our enhancements that make doing business with us even better. As always, contact us or your agent with any questions.

November 2018

In the event your workplace experiences a catastrophic injury, we've made it easier for you to report the incident to us. You can now use our injury reporting tool online at texasmutual.com to answer some questions about the incident and get assigned a claim number right away, allowing us to better serve you and your employees. We recommend logging into your texasmutual.com account, so that you can quickly choose class codes already established with your policy.

September 2018

For eligible applicants, policy premium will now be paid in 12 monthly installments, with the first installment due by the policy effective date. This plan has replaced our 15% down installment payment plan.

We have added the option to assign payroll by class codes in a consolidated format. This new functionality is not applicable for PEOs, as they must report by location. Policyholders will still have the option to report by location, if they prefer to do so.

August 2018

Policyholders told us that they would like easier access to policy documents through their Texas Mutual Online (TMO) account. Earlier this month, we debuted a new feature in TMO called Document Center.

To access the new Document Center, log into texasmutual.com, select Policy and then choose Documents from the dropdown menu.

In Document Center, you can now view, print or save documents such as policies, policy changes, policy cancellations and documents for other states policies. Customers can access up to five years of history on the page.

We are no longer charging installment fees to policyholders enrolled in installment billing. This makes our convenient installment option even more economical for business owners.

We've simplified billing for our Texas Mutual policyholders who have policies in other states. Instead of receiving two invoices, policyholders will now receive one combined invoice if both policies are on the same payment plan. Customers will be able to view other states billing information in their Texas Mutual Online account as well.

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