Update to Accuro Premium Payments

Update 19 May

On 19 May, we launched the second phase of our new policy administration system which included functionality for managing workplace health insurance schemes.

From 1 June, members who are part of a work place health insurance scheme, will be charged their most up to date premium from their first charge date on or after 1 June 2023.

Updated premium will reflect any policy anniversaries, increases, and/or any changes made to the policy or payment method/frequency since 29 November.

We will be in touch about any premiums owing or owed for the period 29 November - 1 June.

Thank you for your patience while we have worked through returning our systems to their full functionality.

Update 2 May 2023

Since the cyber incident in November 2022, we have been working to restore our system capability. One of the challenges that we faced over this period was the inability to charge some members their correct/updated premium. 

When the first phase of our new system launched on 13 March, premiums were automatically updated and most members have been charged the correct rate from this date.*

Now that the new system is in place, we have been able to commence work on calculating the difference in what should have been received in premium between 30 November 2022 and 13 March 2023 and calculating any outstanding amounts owed by or to our members.

Who was impacted?

We are aware that members in the following scenarios have been impacted:

• Policies with anniversaries between 30 November and 12 March
• Policies which are paid for by direct debit
• Policies which are paid for by manual invoice
• Policies that pay annually where there were issues with the payment previously (i.e., payment was not received for the previous period, or the payment dishonoured)
• New policies that had not been billed before 30 November (including transferring to a new policy)
• Changes made to an existing policy on or after 1 November (e.g., adding or removing members, plans, excess, or discounts)
• Suspending a policy or coming off suspension
• Changes made to payment method or frequency on or after 1 November 2022
• Policies with premium waivers that were due to end
• Some policies which are part of Accuro workplace health insurance schemes

Next Steps 

We are still working on the calculations and will be directly contacting impacted members in May with a further update. Where possible, our intention is to stagger the payments towards premium owing over a number of months, except where members pay annually. We will provide at least 10 days’ notice before these payments are due to commence. 

* Charging for Accuro Health Insurance workplace schemes was unable to be released in phase one of the new system. As a result, members who have cover through a workplace scheme are still unable to be charged correctly. We will be in touch with these members once this functionality has been released.

Update 10 March 2023

We are pleased to announce that in the week commencing 13 March, we will be launching the first stage of our new policy administration system. This release marks a significant step in Accuro’s recovery from the cyber incident we experienced before Christmas and provides the foundation for Accuro to move into the next chapter of our growth and development.

>> New Accuro Policy Adminstration System Update 

There are situations where we have not been able to charge some members the correct premium since the cyber incident. When the new system goes live, premiums will automatically update, and those members will be charged their correct premium from the week commencing 13 March.

Some of these situations include:

• New policies that have not been billed before (including transferring to a new policy)
• Changes made to an existing policy on or after 1 November (e.g. adding or removing members, plans, excess, or discounts)
• Suspending a policy or coming off suspension
• Changes made to payment method or frequency on or after 1 November 2022
• Policies which are paid for by manual invoice
• Policies with premium waivers that were due to end
• Policies with anniversaries between 30 November and 12 March
• Policies that pay annually where there were issues with the payment previously (i.e. payment was not received for the previous period or the payment dishonoured)
• Some policies which are part of Accuro workplace health insurance schemes

We will be in contact with members in the coming weeks about how we intend to resolve any difference in premium from the last three months that needs to be reconciled.

Update 16 January 2023

Members who have health insurance as part of a workplace or association insurance scheme, and pay for some or all of their insurance by direct debt, will have their premium restarted Saturday 21 January. We will be contacting affected members to advise of this.

The direct debit will be processed on your regular payment schedule from Saturday 21 January 2023. 
Please note that if your payment is due on 21, 22 or 23 January, this payment will be taken on Tuesday 24 January.

If you had payments scheduled between 30 November and 20 January that were not taken, we will contact you within the next few months with how we intend to resolve any difference in your premium that needs to be reconciled.

If you pay annually

If you had a payment due between 30 November and 20 January, this will be taken on 24 January and then your normal payment schedule will resume. We are currently not able to generate an updated premium to reflect your latest policy anniversary. Instead, on 24 January you will be charged the same premium as last year. We will contact you within the next few months with how we intend to resolve any difference in your premium that needs to be reconciled.

Update 14 December 2022

We are now able to resume collecting premiums for most members impacted but there are some changes whilst our systems remain offline.

For now, the premium payable will be the same as the last payment taken and will not reflect any changes that may have been made after this date such as a policy anniversary, addition of members or plans, or a reduction of excess.

All current policy cover remains in place and the level of cover is in line with any changes that may have been made.

We will contact members in the new year with how we intend to resolve any difference in premium that needs to be reconciled.

If you pay by Direct Debit

If you pay weekly or fortnightly
Regular payments will begin again from 19 December. For payments scheduled between 30 November and 18 December that were not taken, we will contact members about these in the new year with how we intend to resolve any difference in premium that needs to be reconciled.
 
If you pay monthly, quarterly or half-yearly
Members who had a payment due between 30 November and 18 December, will have their premium taken on 19 December and then their normal payment schedule will resume.
 
If you pay annually
Members who had a payment due between 30 November and 18 December, will have their premium taken on 19 December and then their normal payment schedule will resume. We are currently not able to generate an updated premium to reflect the latest policy anniversary. Instead, on 19 December members will be charged the same premium as last year. We will contact members in the new year with how we intend to resolve any difference in premium that needs to be reconciled.

If you have any concerns about the direct debit payment schedule, please contact us by emailing info@accuro.co.nz

Please note that we are currently unable to resume direct debits for the following members:

• Those who have decreased their level of cover since their last payment (e.g. removed a person or plan or increased their excess level)
• Members who have cover through association with an Accuro workplace health insurance scheme (e.g. their partner, parent or family member has Accuro health insurance through their work) that they pay for themselves
• Members who joined Accuro on or after 1 November 2022 (Updated)
• Members who made changes to their policy after 1 November (Updated)

We will be in touch with these members as soon as we are able to process their payments.

If you pay by Credit Card

If you pay by Invoice

We are currently unable to issue new invoices. Until we can resolve this, we encourage these members to continue payments at their usual frequency and using the premium amount outlined in their last invoice. We will send updated invoices once our systems are live, with how we intend to resolve any difference in premium that needs to be reconciled.

Frequently Asked Questions

When will my direct debit be taken?
If you pay your premium weekly or fortnightly, your direct debit will be taken on your next scheduled payment date on or after Monday 19 December.

If you pay by any other frequency, and a previously scheduled payment has not been taken, your account will be debited on or after Monday 19 December and then your normal payment schedule will resume.

If your regular payment date is between the 20 – 29^th of the month and your last payment went as usual, your payment schedule remains unchanged.

How much will be taken?
You will be charged the same amount as your last payment. Any difference in premium owed will be reconciled in the new year.

I have had a policy anniversary since 30 November, what will my next charge be?
You will be charged the same as your last payment to Accuro. Please be assured that your policy cover remains current and unaffected by the cyber incident.

My premium is lower than expected.
As our core systems remain down, we are unable to accurately calculate your most recent premium. Instead, we will debit your account the same amount as the last payment.

Am I covered for changes I made to my policy if my premium hasn’t updated?
Yes. Your policy and cover is up to date with any changes you have made. As our core operating systems remain down, we are unable to accurately calculate your most recent premium. We will contact you about any difference in premium owing in the new year.

Am I still covered for the period where my premiums weren’t taken?
Yes, you are still covered by your current policy. Any missing premiums will be reconciled in the new year.

When will you charge me any outstanding premium?
We will contact you in the new year with any difference in premium that is owing. We are unable to confirm an exact date at this time but will provide a reasonable notice period.

My premiums still haven’t been taken?
We are currently unable to resume direct debits for the following members:

• Those who have decreased their level of cover since their last payment (e.g. removed a person or plan or increased their excess level)
• Members who have cover through association with an Accuro workplace health insurance scheme (e.g. their partner, parent or family member has Accuro health insurance through their work) that they pay for themselves

You aren’t able to resume my direct debit payments yet, when will this happen?
We will be in touch with you directly as soon as possible about re-instating your direct debit payments.

Since I can’t make payment by direct debit, is there another way to pay?
Yes, please email us at info@accuro.co.nz or call us on 0800 222876 to discuss your options.

What if I can’t make the payment on Monday 19 December?
Please email us at info@accuro.co.nz or call us on 0800 222876 to discuss your options.