frequently asked questions
frequently asked questions
frequently asked questions
Q: Do I need any special hardware or software to sign up for E-PAY Express payment service?
A: No special hardware or software is required to use this service. You will only need Web access and your browser.
Q: What information do I need to enroll in E-PAY Express?
A: You will need a copy of a recent Union Standard billing statement which provides your account number and authentication code at the top of the first page. You will also need a valid email address, and your bank routing number and account number to set up a payment account or make a payment.
Q: Where can I find my account number and authentication code?
A: You can find your account number and authentication code on a recent paper bill. You will need this information to enroll.
Q: After enrolling in this presentment and payment service, when can I start paying my bills?
A: After you complete and submit the enrollment form, and respond to the activation email, we will start your service immediately. You can then access the service to make payments on your account. You will begin receiving an e-mail notification from E-Pay Express each time a new billing statement is issued.
Q: How long does it take to receive a new E-PAY billing statement?
A: Once you enroll your most recent bill is available immediately.
Q: What if I forget my password?
A: The initial screen provides the ability for you to have your password emailed to the email address you provided when you enrolled.
Q: How am I billed for this service?
A: There is no cost for enrolling in and using this payment site.
Q: Will I still receive a paper copy of the bill through the U.S. mail?
A: Yes, you will still receive a paper billing statement from Union Standard in the mail. This bill contains policy specific details, and shows all the transactions that have been processed on your policies.
Q: I made a payment, but the amounts on my billing statement in E-Pay have not changed?
A: The billing statement is only updated once per month, just like your paper billing statement is only mailed once per month. Although you can always view the payments you have made online via the “Payment Status” report from the main menu, you will not see any changes to your monthly billing statement until a new bill issues the next month.
Q: Will I receive a reminder each month that I have a new E-PAY billing available?
A: Yes, each month when your detailed billing statement is mailed to you by Union Standard the billing statement will be displayed in E-PAY Express. You will receive an e-mail notification reminding you that a new statement is available for viewing and is ready for payment.
Q: How can I confirm that a payment has been made?
A: After the payment date, check the status of the payment in E-PAY Express by viewing the “Payment Status”.” If the status is “Paid,” then the payment has been sent. You may also check to see if the funds have been drawn from your bank account, or you can contact the billing department (1-800-955-0325, option 7) to confirm your payment was received and applied to your account.
Q: Can I store or view paid billing statements in E-Pay Express?
A: Yes, the last twelve months of billing statements are available for viewing in E-Pay Express. You may also choose to print a copy of your statement from the PDF image available in E-Pay.
Q: When is the money for the payment drawn from my bank account?
A: The funds for the payment are debited from your account on the scheduled payment date. Keep in mind that you should always have funds available to cover the payment on that date.
Q: How far in advance of the due date should I schedule my payments?
A: We suggest you schedule your payment for at least 3 business days before the actual payment due date.
Q: Can I make a payment greater than my regular monthly payment amount?
A: Yes, you can make a payment in any amount you choose, but you should always make certain that you are paying at least the minimum due for all of your policies.
Q: Can I be enrolled in the EFT program and still receive a billing notices through E-Pay Express?
A: No. Union Standard’s EFT program is a separate billing account type that allows us to pull payments directly from your bank account on our payment schedule. Only policies that are billed on a Direct Bill invoice are available in E-Pay Express. On Direct Bill you control the dates and amounts of the payments entered in E-Pay Express. You may elect to set up recurring monthly payments from your bank account if you wish.
Q: The amount for E-PAY seems incorrect. What should I do?
A: If you have questions about amount due, please contact the billing department for additional information.
Q: How do I cancel a payment I have already scheduled in E-PAY Express?
A: To cancel a payment you have already scheduled in E-PAY Express you must call a Union Standard billing representative at 1-800-955-0325, option 7.
Q: My E-PAY Express notification is late. What should I do?
A: If your regular billing statement from Union Standard has arrived in the mail and you still have not received an email that your billing statement is available in E-Pay Express, please contact the billing department for additional information. Depending on billing cycles, the exact day you receive your bill each month may vary.
Q: What do I do if the minimum amount due or balance on my E-PAY Express billing summary is incorrect?
A: If the payment amount or balances on your billing summary seem incorrect please contact the billing department.
Q: What do I do if the payment date is incorrect?
A: If the payment due date is incorrect please contact the billing department.
Q: Can I make a payment using my credit card?
A: Credit cards are only accepted over the phone for payment of collection balances and cancellation notices. To make a payment by credit card you must contact a billing representative at 1- 800-955-0325, option 7.
Q: How do I contact the Union Standard Billing Department?
A: Phone: 1-800-955-0325, option 7
Email: [email protected]
Mail: Union Standard Insurance Group
Direct Bill Department
P.O. Box 152180
Irving, TX 75015