Changes to our policy accounting processes and documentation

1. We’ve listened…
…and we’re making some key changes following your feedback

2. What’schanging?
We’re making our policy accounting
process and documentation simpler,
more flexible and even more
transparent than before.

4. Simplified documentation
Solution
The Statement of Account will be replaced
by a new Invoice for people paying by bank
transfer and Direct Debit. Payment dates
will be clearer, showing premium amounts
and adjustments for current and prior
periods.
Problem
Many fields in the Statement of Account can be
misleading which makes billing confusing.

5. Simplified data templates
Solution
Unnecessary and confusing fields have
been removed.
Problem
The data template for membership updates has
some confusing fields.

6. Simplified Direct Debit payments
Solution
From 12 March, the Direct Debit notice
period will be changing from 10 to 5
working days.
For consistency, monthly payments will
normally be collected on the same day each
month. Any premium changes following a
data upload will reflect in the following
month’s payment.
Problem
The current 10 day notice period results in a
lengthy time delay between the statement being
issued and Direct Debit payment being collected.
If data changes occur during this period,
collection amounts and days can change.

7. Simplified refunds
Problem
Refunds are paid separately, so sometimes a
client can receive a refund as well as a
collection on the same day, and the multiple
transactions cause confusion.
Solution
For Direct Debit payers, any refund will
be offset against the next collection, if
that collection is due within the next 38
days.
For people paying by bank transfer, any
refunds will be offset against any
unpaid premium.

9. Transparent documentation
Solution
The new Invoice document will include
premium amounts, adjustments to all prior
periods, and monies outstanding or due for
refund.
Problem
More information should be included when a
client is billed so that premiums can be easily
reconciled.

10. Transparent premium calculations
Solution
The Breakdown of Cost spreadsheet will be
issued automatically with every Invoice. It
will include more information about each
member, total benefit, number of days
costed, premium rate, premium and where
applicable, any medical loadings. This will
make the premium calculation much
clearer.
Problem
The Breakdown of Cost spreadsheet is not
automatically issued and it does not go into
enough detail about how individual premiums
are calculated.

12. Increased flexibility
Solution
You will now be able to include
members who joined in prior periods.
Previous invoices will not be reissued,
instead the premium adjustment will be
made on the current invoice and the
Breakdown of Costs spreadsheet will
show the adjustment to prior periods.
Problem
Sometimes employees can be missed off the
membership data. Revising accounts
requires manual input which can cause
delays and inconvenience.

13. Increased flexibility
Solution
• You will now be able to login with
either your email address or
username.
• We’re improving our search
functionality so it’ll be easier to find
your documents.
Problem
• We often get calls from advisers,
employers and employees who have
forgotten their username.
• It can be hard to find documents in the
secure documents store.

14. Ellipse is the trading style of the UK Branch of ERGO Lebensversicherung Aktiengesellschaft, which is
registered in England. Registration Number: BR010594.
Registered office: 15 Bermondsey Square, London SE1 3UN.
ERGO Lebensversicherung Aktiengesellschaft is authorised by BaFin (the German regulator), registration
number 1184 and is subject to limited regulation by the Financial Conduct Authority. Details of the extent
of our regulation by the Financial Conduct Authority are available upon request.