Frequently Asked Questions
Questions or concerns about registering for the new portal and transferring out of the old one? Check out our FAQs—and if you don't see your question answered here, please give us a call at 800-864-8026.
I didn't receive an invitation email. What should I do?
Make sure to check the email account associated with your policy (including your junk folder). If you cannot find the link, please email us at submissions@profsolutions.com.
General
Why are you changing systems?
Our new portal makes it much easier for policyholders to access their policy documents and manage their accounts. You’ll be able to access your dec page and certificate of insurance, add authorized users, navigate the portal more easily, and more.
What do I need to do to move my policy over?
You will need to re-register your account when the new portal goes live on September 3, 2024. You will receive an email with detailed instructions in August, including a step-by-step how-to video to help guide you through it. You can also give us a call.
Will the new system allow me to use the same payment method I use today?
Yes, you will still be able to make your payment using your bank account, Visa, Mastercard, American Express, or Discover credit cards. However, if you previously had your account set up for automatic payments, you will need to re-enroll in automatic payments in the new system.
Why can't I see all of my Professional Solutions products on the portal?
At this time, only your malpractice insurance is available for service on the portal. We are working to add access to all of your Professional Solutions products in the future, including credit card, business insurance, and more.
Who is Paymentus?
Paymentus is our new payment partner. With Paymentus, your personal and financial information is more secure than ever before. Please note that you will receive emails and notifications from Paymentus regarding your payments and transactions.
Policy Information
Do I keep the same policy number?
You will keep the same policy number until your next renewal. The first time your policy renews after 09/03/2024, you will be issued a new policy number. You will see this new policy number reflected on your renewal declarations page and invoice. You will not need to re-enroll in the portal with your renewal policy number. If you have any certificate holders on your policy, we will automatically notify them of your new policy number.
New Portal
Can I still access the old portal?
You will be able to access the old (current) portal through 11:30 a.m. Central Time on August 30. Our online payment services will be unavailable from August 31-September 2. When the new portal goes live on September 3, the previous portal will no longer be available.
What if I need to make a payment during August 31-September 2 when the portal is unavailable?
One-time payment and autopay functionality will be available on September 3. Please make any outstanding payments at that time. We will provide an additional grace period for accounts impacted by the portal downtime.
Is it required that I create a new portal account?
While a portal account is not a requirement, setting up a portal account will allow you to have 24/7 access to policy information, autopay setup, policy documents and more.
Due Date
What if my premium is due on September 3?
We encourage you to pay your premium prior to August 31 when our systems will be down. However, if you get to the due date and still need to pay, you will be able to make a one-time payment the week of September 3 through the new portal or by calling us.
Will my due date change?
Yes. When your policy renews, payments will be due approximately 15 days earlier. We will send invoices and reminders 15 days earlier as well. If this adjustment is a challenge for your practice, please reach out.
Is there a payment grace period?
Yes, we offer the same grace periods we do today.
What if I miss my new due date?
If you miss your new date, please go to the account portal to make a one-time payment or set up a recurring autopay. You can also contact our office to discuss other options available to you.
Autopay
I was using autopay. Will that transfer?
Any autopayments scheduled for September 2 or before will go through as usual. If you had previously scheduled autopayments for September 3 and beyond, they will be canceled and you will need to reschedule them through the new portal.
Is my credit card or banking information secure?
Yes—in fact, with Paymentus, our new payment partner, your financial and personal information are more secure than ever.