FREQUENTLY ASKED QUESTIONS

Select the category in which you are seeking help, then the FAQ questions will appear below.

Why have I been contacted with an email?

I've received a Secure email from peoplesoft@naic.org what do I do now?

What do I do to activate my account?

How do I request an account in the NAIC Account Manager?

I have an account, but my password and user id aren't working, who do I contact?

How can I setup "forgot password" assistance for my account so I can retrieve my password if I forget it?

I've reset my password utilizing the forgot password and I received a "Secure email", what do I do?

I have an account but I don't have all the companies that should be listed under my account access, what do I do?

What is the requirement for passwords?

Does my password or account ever expire?

Someone else in my company should be receiving these items due to billing or invoicing requirements, what can I do to obtain a user id and password for them?

My profile contains companies that I am no longer a contact for, how do I remove them from my profile?

A company listed on my profile no longer exists, who should I contact regarding removal and inactivation of this company?

I received an email with an invoice that is in dispute, who can I contact regarding this?

I need to change information associated to my account, how can I complete this request?

My email address is changing, who do I contact regarding this change?

Our company completed filing fees for the year and there needs to be a change made regarding the address or email contact, how can this be changed?

I have multiple companies associated to me, how do I switch between them through the NAIC Account Manager?

 


 

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I've logged into the NAIC Account Manager, now what?
Please select one of the menu options listed below.

eBill Payment accessibility

The eBill Payment segment of this system will allow the contact to review, manage and access all account information pertaining to a “Customer” or “Customers” associated to them. Information supplied within these panels are Billing and Account related data.

Statement of Amount Due: Account management for reviewing all FDR – Financial Data Repository filings for the current year. View fees expected and any associated payments of those fees. Customers can also view any outstanding fees for the year and payments that have been made by “Group companies”. Make payments for current year filings utilizing “Make a Payment” option.

Bills: Review all current and previous bills (invoices) for related purchases with Business areas from the NAIC. Access to all current and past account invoices can be obtained by a click of the mouse to set associated date ranges for searches. Select Bills from a list with balances to complete “add to payment cart” and completion of payments for outstanding or new invoices. See recent balances and items that remain open with Pre-Payments or On-Account adjustments.

Account Balance: View your Account Summary balances, overdue balances, most recent activity on your account and most recent payments. Account aging information is also available on this panel. Drill through to specific bills listed on this screen along with payments made. This is an Interactive panel to allow customers to review the most recent transactions on the account.

Balance Detail: The Balance detail screen will show all “Open” invoices that either require a payment or have a pre-payment associated. To review the bills in detail, drill down on the Item Id (invoice id) and review the invoice online. On this screen you can select items and add them to the payment cart for payment during your online visit.

Payment History: Payment history will show all current and previous payments on the specific accounts being handled under the Customer associated to the login. To view information for other companies utilize the “Customer” hyperlink to change represented company. Payment history will contain all information regarding a payment and whether or not it has been applied against the invoice. Drilling down on the payment id will provide specific information regarding the payment and invoices associated. An easy modification to the search will pull back any data range of activity or you can search for a specific payment.

Payment Cart: Will provide information regarding any payments selected for payment during the active online session. Items left in the payment cart when exiting the system will be removed.

My Preferences: Select the default Bill to Customer that should appear upon entry into the system (if you have more than one active account on your profile). Set the default payment method (Credit Card is the only option at this time). Set specific information selections for data returns in your online account.

Profile: Customer Profile information contains the Contact name (as associated in the system) the email address and phone number associated. Customers can view the main format of their invoiced delivery and review the Billing Address associated to the Customer Account. Information cannot be changed on this panel at this time.

Contact Us: The contact us page contains Subject Line and Topic information that will route any associated communications from the customers to the correct internal Customer Assistance group. Communications can be reviewed on this panel by selecting “Review Previous Notes”.

Customers: The Customers Panel will allow you to switch between “represented” Companies tied to your contact information. If you handle more than one company profile utilize this screen to change company selection to review bills, payments, etc.

Billing Address: The Billing address is a review only panel that will contain the Customer Address and data associated for Billing communications only. If a change is necessary, please contact a NAIC Customer Representative for assistance.

Order management Access

Release Renewals: Release renewals associated to a specific company(s) for Subscription products for NAIC Publications. Review, release and select payment options (Bill Me Later / Credit Card).

Track Order: Track order status online utilizing information delivered via the Inventory email Notification or other information provided by the Publications Department. Information provided in this screen will include Shipment data, Billing data and order status.

NAIC Order Tracking: The NAIC Order Tracking screen will allow customers to review Hard Copy orders and fulfillment status of the orders.

Other Navigation Items:

Contact Assistance: Send a communication to specific departments or request assistance with other issues.

Account Management: Change your password or setup your “Forgot Password” security settings to retrieve your password when or if it is forgotten.

Customer Assistance: Access this menu option to obtain further FAQ’s (Frequently asked questions), obtain assistance information or contact information.

Financial Statement Info: Obtain information from the Financial Data Repository Web-site regarding fees, filing information, etc.

Product Catalog for Download: Online PDF document for products contained online at the NAIC Store.

Product Catalog Search: Search the product catalog online for Hard Copy, Subscription and Kit products sold by the NAIC Store. Order placement will be coming online soon!

Forgot Password Reset: Available for customers who have a user id and have completed the Forgot Password Security setup. This option will allow customers to email themselves a new password via confidential email.

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Why have I been contacted with an email?

You are receiving this email since you are actively identified as a NAIC Customer who currently completes business with one or more of the related business areas within the NAIC - National Association of Insurance Commissioners. The NAIC Account Manager system is a way for the NAIC to extend account manageability to the customers that do business with all associated departments within the NAIC. Manage accounts online; see all items associated to all business areas and pay bills at the click of a button.

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I've received a Secure email from peoplesoft@naic.org what do I do now?

The secured email contains a User id and password for the NAIC Account Manager.  Select the Secured.html link in the email to open the secured email through the NAIC website.  The email will supply necessary information to access the NAIC Account Manager and instructions on setting up your account.  For assistance on how to open the secured email access the information at the following website: /E-mail_art/Viewing_Secured_E-mail.pdf

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What do I do to activate my account?

  • Obtain your user id and password from the secured email
  • Go to the NAIC.org website and click on NAIC Account Manager
  • Enter your user id and password
  • You will be prompted to reset your password when you enter the website
  • Once you reset your password you may navigate to any point in the system by selecting "HOME" from the top right hand side of the browser.

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How do I request an account in the NAIC Account Manager?

  • Publications Customers can contact the NAIC Representative to obtain an ID and password. Contact an NAIC Representative at 816-783-8300 or prodserv@naic.org.
  • Customers that have received a Financial Statement of Amount due or Past due Invoice notification should contact the NAIC Helpdesk to be properly routed to a security administrator for setup. Contact a NAIC Helpdesk Representative at 816-783-8500 or help@naic.org.

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I have an account, but my password and user id aren't working, who do I contact?

Contact a NAIC Helpdesk Representative at 816-783-8500 or help@naic.org.

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How can I setup "forgot password" assistance for my account so I can retrieve my password if I forget it?

  • Access the My System Profile link on the navigation panel and select Change or Setup Forgot password help.
  • Select a Security question and enter a response
  • Click OK
  • Password help is now setup. If your password is forgotten you can select the Forgot your password? Link on the front of the login page to the site.

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I've reset my password utilizing the forgot password and I received a "Secure email", what do I do?

Any communications that contain a user id or password will be sent via secured email from the peoplesoft@naic.org email box.  The secure.html will be available to you for retrieval.  Upon accessing the email from the secured server, please make sure to login to the NAIC Account Manager and reset your password to a new password.

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I have an account but I don't have all the companies that should be listed under my account access, what do I do?

There is a potential that you have more than one contact id setup within our system at this time.  In order to identify the customer associations necessary to modify your account access, please provide us with the following information:

  • Company Name
  • Company Customer ID - this item may have been provided on a previous invoice or email notification.
  • Your email address and your user id.

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What is the requirement for passwords?

Passwords must be at least a minimum of 6 (letters) and 1 (number) long.

      Example: testing1
      Bad Example: test1

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Does my password or account ever expire?

  • Passwords will require reset every 90 days.
  • A grace period of 10 days is allowed for password expiration timeframes (every 90 days).
  • Failure to access your account within the 90 day timeframe will result in a locked account and a request to the NAIC Helpdesk for reset.
  • Accounts not logged into within 120 will be deactivated and a request for reset will be required.

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Someone else in my company should be receiving these items due to billing or invoicing requirements, what can I do to obtain a user id and password for them?

There may be times where emails should be sent to a different contact or another division of your company concerning bills or invoices.  To obtain a user id and password for these individuals, please contact a Customer Service Representative with all associated information regarding the contact or have the individual contact the NAIC Customer Service Representatives.  Be ready to provide the following information:

  • Company Customer ID - provided from a statement, email or invoice
  • Individual(s) First and Last Name
  • Email address for the Individual(s)
  • Contact Type - Billing, Statements, Payments, etc.

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My profile contains companies that I am no longer a contact for, how do I remove them from my profile?

Contact a Customer Service representative, the NAIC helpdesk or email us utilizing the "Contact us" option inside the NAIC account manager.  Provide the following information:

  • Your Contact ID and user id.
  • The company name and information that you wish to have removed.
  • Reason why the company is being removed from your profile.

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A company listed on my profile no longer exists, who should I contact regarding removal and inactivation of this company?

Contact a Customer Service representative, the NAIC helpdesk or email us utilizing the "Contact us" option inside the NAIC account manager. Provide the following information:

  • Your Contact ID and user id.
  • The company name and information that you wish to have removed.
  • Reason why the company is being removed from your profile.
  • Reason why the company should be deactivated in the system.

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I received an email with an invoice that is in dispute, who can I contact regarding this?

Contact the NAIC Accounts Receivables department utilizing the "Contact us" option inside the NAIC account manager. Provide the following information:

  • Contact ID - which can be found on the email notifications or invoices.
  • Email address for account verification
  • The company name and invoice number for which you are disputing.
  • Reason why the invoice is in dispute.

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I need to change information associated to my account, how can I complete this request?

Contact a Customer Service representative, the NAIC helpdesk or email us utilizing the "Contact us" option inside the NAIC account manager. Provide the following information:

  • Your Contact ID - which can be found on the NAIC Invoice or email provided to you.
  • Email address for account verification
  • The company name and/or the company id
  • Information that you wish to have changed

If you are requesting a change to your Filing Fee contact and address information, please follow the procedures for changing your filing fee information on the NAIC.org website.

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My email address is changing, who do I contact regarding this change?

Contact a Customer Service representative, the NAIC helpdesk or email us utilizing the "Contact us" option inside the NAIC account manager. Provide the following information:

  • Your Contact ID - which can be found on the NAIC Invoice or email provided to you.
  • The new email address you wish to have communications sent to.
  • Old email address for account confirmation

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Our company completed filing fees for the year and there needs to be a change made regarding the address or email contact, how can this be changed?

If you are requesting a change to your Filing Fee contact and address information, please follow the procedures for changing your filing fee information on the NAIC.org website.

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I have multiple companies associated to me, how do I switch between them through the NAIC Account Manager?

  • Select eBill Payment > Customers
  • The top of the screen will show which customer is currently being represented
  • To switch customers, select any of the customers within the listing
  • Once the customer is clicked another screen will appear confirming the change or representation

Confirmation will also include the company name being switched to.

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How do I use the Contact us page?

  • Click on the Contact Us page from the navigation panel. 
  • Validate Name is correct
  • Enter email addresses for anyone else you wish to receive this email
  • Select the option as to the Confirmation email (Y/N)
  • Select a Subject
  • Select an associated Topic
  • Enter Message
  • Select "SEND" at the bottom of the page

A confirmation of the message being sent will appear on the screen

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The subjects that are listed do not apply to my questions, what should I do now?

If the subjects listed do not apply to your question, please contact the NAIC Helpdesk and they can route your call to the correct department.

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I entered a communication to the NAIC through the contact us page, how can I tell when it is updated?

  • Navigate to the Contact Us page and select the Review Previous Notes option located at the bottom of the screen
  • The Contact Us notes page will appear with the list of associated notes on the account and any notes and communications entered online.
  • Status of the notes will provide where the note is in processing and whether it has been opened on responded to.

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I entered a communication to the NAIC through the contact us page and am not sure where it was routed to, how can I tell who received the notification?

Each Subject and Topic is tied to a specific business area inside the system.  An example of this is Technical Assistance / Access issue (routed to the internal helpdesk for resolution).  Order Tracking / Damaged Product would be routed to the Publications department.  A listing of routing and email addresses will be provided at a later date regarding all subjects that are associated to the contact us page.

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I wanted to copy someone else on the communication I entered, how can I do this?

On the Contact Us page the email address section can be updated to include additional email addresses for communication notification.

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How can I add additional communications to a previously entered note?

  • On the Contact Us page select on Review Previous notes.
  • Select the item you wish to update on the page and Select "Add Note"
  • Enter an additional note to be posted against the previously entered note.
  • Historical entries are saved and available for review.

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How can I access my invoices online?

Upon logging into the NAIC Account Manager you can access an invoice list by selecting the Customer Billing Information screen - View all Bills link or by navigating to the eBill Payment > Bills screen.  The invoices listed are a collection of all associated bills on the account (paid and unpaid).

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How can I obtain a copy of my invoice for accounting purposes?

Utilizing eBill Payment > Bills navigation you can obtain a list of all bills (change the search criteria or search for a specific bill by utilizing the search options).  Select the bill you would like a copy of and click on the bill.  A page will appear with all invoice information associated to the bill selected.  Located on the bottom of the billing detail screen there is an option for "email me an Invoice Copy".  Select this option and another screen will appear with the email delivery information. On this screen you can email a copy of the invoice to a singular email address or add more email address by entering the first email address and then placing a semi-colon ";" between the next address entered:

Example:  lbammes@naic.org; psoftrequests@naic.org; jerrylee@naic.org

Click Send and the email copy confirmation screen will appear validating the email invoice notification process has completed successfully.  Emails should be received in 2-3 minutes of processing dependant on email servers and isp provider gateways.

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I'm reviewing invoices and they are incorrect, who can I contact?

To dispute an invoice or request further information please use the Contact Us page or contact the NAIC Helpdesk for further assistance.

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How can I select invoices to pay?

To complete a payment online navigate to the eBill Payment > Balance Detail screen to identify bills that are pending payment.  Bills on this page can be selected for detail review and then placed into the "Payment Cart"

  • Select the item from the Balance Detail page (drill into the item)
  • On the Item detail page review the details regarding the invoice item (drill into item activity associated to the invoice for further details or select the invoice link to review invoice data)
  • On the Item Detail page or the Invoice page, Select "Add to Payment Cart".
  • The item is then added to the active payment cart for your session.
  • Enter any comments you wish to associate to the payment and click on "Update Cart"
  • From this screen you can chose to return to Bill Summary pages or Make a Payment

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How can I complete the Payment for items in the Payment Cart?

  • On the Payment Cart screen or by navigating to eBill Payment > Payment Cart, review the invoice items that have been selected and click "Make Payment"
  • The next screen appears with a total of items in the payment cart for confirmation of amount - "Pay this Amount" and provides an additional comments box for entry usage.
  • The Credit Card information screen appears for entry of all related information requested. Credit card information, address for credit card verification, email address and phone number. Data that appears pre-populated on screen is from the related contact profile within our system.
  • After all data is entered, click "NEXT" and the Credit Card Verification screen will appear with the credit card encrypted and payment amount associated to the selected bills.
  • Review data on the panel and select "OK to Pay"
  • A confirmation will appear with information regarding completion of payment with a verification number.

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How can I pay bills online for all my customers?

  • Utilizing the eBill Payment > Balance Detail select the associated invoices for one customer and add them to the payment cart.
  • Select the eBill Payment > Customers to switch customer account access and move to the next customer to work with bills associated to them.
  • Select the additional invoices from the next customer and add the items to the payment cart.
  • Complete the same function until all bills are selected for each customer account you wish to work with.
  • Follow the process on how to make payments to complete payment for all associated accounts.

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I need to modify my account to add additional customers, how can this be completed and who should be contacted?

If your account needs to have additional customers associated to it, please provide the Company ID and Name along with your contact id (provided in emails or on previous invoices) to the NAIC Helpdesk or via the Contact Us page.

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I have a customer on my account that no longer exists how can this information be resolved and removed?

If a customer account should be removed because the company no longer exists, please send an email or contact the NAIC Helpdesk to have your information routed accordingly.

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I have already contacted the NAIC regarding my account and disputes, but the information hasn't been removed, how can I get this resolved?

If the information has been provided regarding disputed information or data that requires removal, please utilize the contact us page to log a note to your account for further follow-up by internal Customer Assistance Representatives.

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I have received a Statement of Amount due email for the yearly Filing Fees, how can I access these online and review the associated company information?

All information regarding Filing fees for the year can be found by navigating to the eBill Payment > Statement of Amount Due screen.  Any outstanding fees, recalculated fees or payments will appear in this screen.

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I've completed a payment to my account online, but the payment hasn't posted, how long does it take for the transactions to occur?

Transactions may take up to 24 hours to complete processing dependant on the time of day the payment was processed.  If items are not posted to your account within 24 hours, please check back or utilize the Contact Us page to notify Accounts Receivable of the payment information.  Please make sure to provide the Item ID (invoice), Verification number received from the Credit Card process and the Customer / Contact Id's associated.

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How can I review past invoices and payments online?

All past invoices can be located by navigating the eBill Payment > Bills section of the system.  To view payments online and previous payments, navigate to the eBill Payment > Payment History navigation point to see all associated payments posted to your account.  Utilize the Search option to search for specific payments.

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Can I use an ACH transfer for items in the Payment Cart?

Customers now have the option via the NAIC Account Manager to pay FDR Statements of Amount due or any invoice via Customer Originated ACH.

Formatting for Customers paying an Invoice or Statement of Amount due via ACH Customer Originated payment formatting must do so via EDI formatting structure of Electronic Data Interchange with their Banking Partner.

Formatting of the Information is based on the following combinations of data:

  • Company Name being Sent to: National Association of Insurance Commissioners (NAIC)
  • Bank ABA#: 101000695
  • Account Number: 9870877295
  • Transaction Number: CIPXXXXXXX or XX11111111
    Combination of 10 characters which can be an Invoice number or will be a CIP# generated from our Account Manager system
  • Transaction Amount: $88.00
The following example is also to be included as an Addenda record in the Electronic file:
RMR*ZZ*CIP0000031*PO*0000088.00\

Financials Data Repository Customers
All FDR Customers should have an assigned Company Co-Code Formatting for your Transaction number will be as follows:

F / Filing Year / CoCode       F11XXXXXX

SPECIAL NOTE
It is necessary to have all the associated information with the Payment and Addenda record in the Electronic file transferred from the banking facility. Without all the correct associated information, the payment data will take longer to research and post for associated Invoices or statements. If for any reason you have an issue with the file formatting, please contact our Accounts Receivable department at 816-783-8089 or email acctgrec@naic.org.

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How do I pay my fees online or who do I contact?

You must have a user id and password to access the NAIC Account Manager Payment option for Financial Filing Fees. Online payment options are via Credit Card.

Note: the online payment system will not be able to take payments that exceed $99,999.  Please mail checks to:

NAIC
Attn: Database Filing Fees
P.O. Box 87-9135
Kansas City, MO 64187-9135

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I have an account but my password doesn't work, what do I do now?

Customers who already have a user id and password for NAIC Account Manager, but are unable to access the system may contact the NAIC Helpdesk for a password reset via 816-783-8500 or may email help@naic.org.  Please make sure when calling or emailing for assistance that you provide the following information

  • User ID previously assigned for NAIC Account Manager.
  • Contact # associated to your NAIC account
  • Customer Number and Name

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Where do I go to see my current year Statement of Amount Due and Make a payment?

  1. Logon to NAIC Account Manager
  2. Navigate to eBill Payment > Statement of Amount Due
  3. Click Search or enter a "Cocode" to review.
  4. Determine if a payment should be made or has already been made
  5. Select - "Make a Payment"
  6. Enter amount to be paid and select "Add to Cart"
  7. Review "Add to Cart" information and enter a comment if necessary.
  8. Make sure the Payment Method is showing "Credit Card"
  9. Select "Pay this Amount"
  10. Enter all associated Credit Card, Email and address information.
  11. Select "Next"
  12. Select "Ok to Pay" after verification.  If payment is successful a message will appear "Payment processed successfully".  If payment cannot be processed an error will appear in the message box and the page will allow you to return to the credit card screen and modify the entry.
  13. A confirmation email will be sent to you after payment has been made.

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How can I review order statuses online for a current or previously placed order?

Utilizing the Order Management > Track Orders selection on the navigation panel enter the Order Number or data range for the orders being researched.

  • Based on the business area that the order was placed the associated business unit must be entered on this panel.
  • Business Unit is a required field that must be entered:
    PUB01 - Publications Orders (Publication, Online Stores)
  • Select the Customer from the Sold To list drop down
  • Enter an Order Number if one has been provided
  • The Order tracking page will appear with all Orders (if no orders are selected). From this page you can navigate through each tab to identify Status of the Order, Product Information, Customer data, Shipping data, Billing information and Return information.
  • To Track the order through the panel click on the Track by Carrier page and enter the Order Number into the panel (*Note that this page may change a later date).

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I've received a notification regarding a shipment, but need to update the shipping address for remaining items due to a change, who do I contact to complete this change?

Contact the NAIC Helpdesk or a Publications Customer Service Representative for assistance.  Please be sure to provide all associated information regarding the order, contact data, etc.

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I've tried tracking my order through a third-party website (UPS, FEDEX or USPS) and cannot locate the information associated, who can I contact to assist me?

Contact the NAIC Helpdesk or a Publications Customer Service Representative for assistance.

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I received an Inventory Shipment notification and have accessed my account to review status of the order and found that there is now an Invoice.  Can I make payment on this invoice?

Yes, you can make a payment on the order at this time.  Select the eBill Payment > Balance Detail section of the navigation panel and select the Bill from the listing.  Add the Bill to the Payment Cart and proceed through the payment process.

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How can I update an order?

At this time there is not an option online for modification of orders, contact the NAIC Helpdesk or a Publications Customer Service Representative for assistance.

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The information on an order is incorrect; who do I need to contact?

Contact the NAIC Helpdesk or a Publications Customer Service Representative for assistance.

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Can I place an order online?

Orders cannot be placed online at this time, but will occur at a later date.  A notification will be delivered when this function is available.

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Can I make changes to orders online?

At this time there is not an option online for modification of orders, contact the NAIC Helpdesk or a Publications Customer Service Representative for assistance.

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I've received shipments but have not received an invoice at this time, what I can do to complete payment of the items?

There may be some elapsed time between shipment of the order and the generation of an Invoice.  The system is setup for notification to be sent as soon as an invoice is available online for payment processing.  You will receive an email as soon as the invoice is generated.

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How do I review my Invoice Details online?

  • To review your invoice details - click on eBill Payment > Structured Securities Review.
  • Enter your Customer ID or the Invoice id you wish to review or click "Search" to retrieve all associated invoices.

Details regarding all associated line items for your invoice will be associated to the invoice on-panel.

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How do I pay an invoice online?

  • Click on eBill Payment > Bills
  • Select the Invoice in the list by clicking on the Invoice ID
  • Select - "Make a Payment." on the Invoice screen
  • Enter amount to be paid and select "Add to Cart."
  • Review "Add to Cart" information and enter a comment, if necessary.
  • Make sure the Payment Method is showing "Credit Card."
  • Select "Pay this Amount."
  • Enter all associated credit card, email and address information.
  • Select "Next."
  • Select "OK to Pay" after verification. If payment is successful, a message will state, "Payment processed successfully." If payment cannot be processed, an error will appear in the message box and the page will allow you to return to the credit card screen and modify the entry.

A confirmation email will be sent after payment has been made. Payments may take up to 24 hours to post to the invoice.

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How can I download the Invoice Detail listing?

  • To review your invoice details - click on eBill Payment > Structured Securities Review.
  • Enter your Customer ID or the Invoice id you wish to review or click "Search" to retrieve all associated invoices.
  • On the Review Panel - select the "Download" button.
  • Select "Save As" and choose a location to save the listing to.

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How can I search for data on the Invoice Detail screen?

  • To review your invoice details - click on eBill Payment > Structured Securities Review.
  • Enter your Customer ID or the Invoice id you wish to review or click "Search" to retrieve all associated invoices.
  • On the Review Panel - select the "Find" button.
  • Enter data which you would like to search for.
  • Data is returned to the top of the screen or highlighted on panel.

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How can I sort the data on the Invoice Detail screen?

  • To review your invoice details - click on eBill Payment > Structured Securities Review.
  • Enter your Customer ID or the Invoice id you wish to review or click "Search" to retrieve all associated invoices.
  • Click on one of the "titles" on the header row of the grid that contains the detailed invoice information.
  • Data will be sorted in "ascending" or "descending" order.