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.

May 2019

April 2019

March 2019

December 2018

November 2018

September 2018

August 2018

 Update to credit statement and process
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.

Policy changes for payroll reporting customers to be invoiced with final audit
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 new look on Texas Mutual Online
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. 

 New autopay feature for recurring, automatic payments

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. 

 Internet quoting enhancements for agents

We're making enhancements to make our internet quoting tool even better. 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 time. 

 Update to new business submissions

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.

 Onboarding for new Texas Mutual policyholders

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.

 Updated final audit statement

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.

 New online reporting of catastrophic injuries

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.

 New credit statement and process

Last fall, we announced a new credit statement process to help streamline billing and payments. We've been listening to feedback since we rolled out this change and are working toward improving this option for our policyholders. Read about the current process below and stay tuned for upcoming improvements.

If we determine your account has a credit, then we will apply that credit to any future invoices. You will receive a letter in the mail, and you will be able to see the credit reflected in account history on texasmutual.com.

Agents will not receive a copy of the credit statement sent to their client, but they can view account details in texasmutual.com.

Credits will be applied to any outstanding invoices that are due. Any remaining credit will be applied to future invoices or to request the remaining credit be sent to them, policyholders can simply email us at premiumbilling@texasmutual.com and we’ll quickly issue payment.

 12 month installment billing plan

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 percent down installment payment plan.

 Payroll reporting by location or class code

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.

 Policyholder Document Center

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.

 No more installment fees

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.

 Other states combined billing

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.