New billing system for KPIF members
Kaiser Permanente for Individuals and Families (KPIF) has a new billing system for plan members to access and pay their bills. As part of this new system:
- Clients’ premium bills, payment stubs, and online payment portal will have a new look.
- We have new contact information.
Members’ autopay accounts are no longer active, so they’ll need to set up a new account with our online payment system.
- Autopay won’t be immediately active. To keep accounts current, members must pay the premium due on the paper invoice by phone, mail or a one-time payment on kp.org/premiumbill. Members will need to reference their new billing ID number located on their new invoice.
- Members who are enrolled in online bill payment through their bank will need to give the bank our new mailing address. They will also need to reference their new billing ID number located on the new invoice.
The new billing system is scheduled to roll out to our service areas on the following dates in 2015:
- August 3: Maryland and Georgia (first bills will be for September coverage)
- September 3: Colorado, Hawaii, Oregon, Virginia, and Washington, D.C. (first bills will be for October coverage)
- October 1: Washington state (first bills will be for November coverage)
- October 7: California (first bills will be for November coverage)
Frequently Asked Questions by agents for Kaiser clients
Q: Why does my client’s bill or payment portal look different?
A: We’ve updated our billing and payment system. These updates include a new look to their monthly statement and autopay site.
Q: Why was my client dropped from autopay?
A: Your client’s previous autopay account was deactivated as part of the update to our billing and payment system. They’ll need to set up an account with our new online payment service to continue paying their premium bills with autopay. For help setting up their account, they can call us at 844-524-7370.
Please note: Autopay won’t be immediately active. To keep accounts current, members must pay the premium due do on the paper invoice by phone, mail or a one-time payment on kp.org/premiumbill.
Q: How can my client pay their premium bill if their autopay account is no longer active?
A: Your client will need to set up an account with our new online payment service to continue paying their premium bills with autopay. They can also pay by phone by calling 844-524-7370. Also, if they signed up for online bill payment through their bank, they will need to give the bank their new billing ID number and our new mailing address:
Kaiser Foundation Health Plan
P.O. Box 60508
City of Industry, CA 91716-0508
Q: How can my client sign up for online payments again?
A: Direct your client to kp.org/premiumbill. They’ll need to reset their online account. Since autopay will draw from the members’ accounts the following month after signing up, they will have to pay the first month’s premium by phone, mail, or a one-time payment on kp.org/premiumbill.
Q: How will the payment appear on my client’s credit card or bank statement?
A: It’ll appear as Kaiser – HPS, accompanied by a customer service phone number.
Q: Have you informed my clients about this change?
A: The information about our updated system and setting up their new autopay account was included in their last bill. They also received a letter prior to the first bill.
Q: Can my client mail their payment instead of using autopay?
A: Yes. Have them write their new billing ID number from the invoice on their check or money order and mail to our new address:
Kaiser Foundation Health Plan
P.O. Box 60508
City of Industry, CA 91716-0508
They can also pay by phone by calling our new number 844-535-7370 (or 711 TTY for the hearing or speech impaired) or make a one-time payment on kp.org/premiumbill.
Q: What if my client already scheduled future payments on the old system?
A: The future payments will be cancelled. They will need to re-enroll in autopay and set up payments again.
Q: Does my client need any special hardware or software to sign up for Kaiser Permanente’s online payment service?
A: No special hardware or software is required to use this service. Your client only needs Web access and a browser. Compatible browsers are:
- Internet Explorer 9.0 or greater
- Firefox
- Google Chrome
- Safari
For the best user experience, the browser needs to support HTML5 and CSS3.
Q: Is there a fee for using Kaiser Permanente’s online payment service?
A: There is no fee for enrolling in and using Kaiser Permanente’s online payment service. See the service’s terms and conditions for complete details.
Q: If my client is paying for someone else’s account, can they still sign up for Kaiser Permanente’s online payment service?
A: No. However, they can make payments by phone by calling 844-524-7370 or by mail:
Kaiser Foundation Health Plan, Inc.
P.O. Box 60508
City of Industry, CA 91716-0508