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 FAQs

 

Here you will find answers to questions that we receive on a regular basis.

What is the phone number for the Fraud Hotline?

  • 1-855-WE SWARM (1-855-937-9276)

How can I make a phone payment?

  • Phone payments are accepted for Guarantee and Ullico policies by contacting our Call Center at toll free 1-877-886-4334, Monday - Thursday 8:30 am to 7:00 pm EST and Friday 8:30 am to 6:00 pm EST. 
  • Credit cards accepted are Visa (max $4000), MasterCard and Discover; fees are assessed based on the amount of the payment.
  • E-checks are accepted; no fees are applicable.
  • We are currently working towards taking payment on Zurich Policies by phone.  This service should be offered soon.
 
  • Fees are assessed for credit card payments based on the amount of the payment.
  • There are no fees for payments received via the P.O. Box, Wire, ACH or electronic checks phoned in to the Call Center toll free 1-877-886-4334.
 
  • For Guarantee Insurance Company policy payment information, Click Here
  • For Ullico Casualty Company policy payment information, Click Here
  • For Zurich American Insurance policy payment information, Click Here
 
  • Payments received by the P.O. Box in Atlanta are normally posted to the policy within one business day of when the check has cleared your account. 
  • Research for missing payments can be expedited with a copy of the cleared check, front and back.
  • Please email to:ClientServices@pnigroup.com
  • or fax to 954-449-6481.
  • No, policies are subject to cancellation if payments are not received by the Due Date.
  • They can be mailed with your check payment to the lockbox,
  • or emailed to: Paygo@guaranteeins.com
  • or faxed to: 954-252-2513.     
  • Your agent should assist with contacting the underwriter to request approval to reinstate and if approved, assist you with complying with the requirements.
 
  • If the effective date of the cancellation has passed, then underwriting review and approval will be required in order to accept any payments or to reinstate. 
  • Your agent should assist with contacting the underwriter to request approval to reinstate and if approved, assist you with complying with the requirements.
  • If the effective date of the cancellation has not passed, payment can be accepted by mail or by phone at toll free 1-877-886-4334.
  • Loss runs must be requested in writing on the insured’s letterhead. 
  • The request can be sent to the regional Policy Services mailbox via email.
  • Please contact our Call Center at toll free 1-877-886-4334 to request the correct email address for your policy.
  • or contact your agent to review request directly with Underwriter.
  • Audit disputes must be stated in writing and can be sent:
  • or fax to 954-867-5740.
  • Please include your policy #, contact information, and supporting documentation.
  • Requests for payment plans must be reviewed and approved.  Please make your request by contacting the Collector named in the correspondence you have received or contact our Call Center at toll free 1-877-886-4334 to determine your Collector.
  • Medical bills can be submitted to this address:
MCMC
P.O. BOX 1160
CANONSBURG, PA 15317
FAX (724) 745-6960
  • To expedite the processing, please include the claim #, employee’s SS#, date of injury and employer name.
 How do I submit a change to my policy?
  • See your agent to communicate your change to underwriting
Who do I call to get status of my claim?
  • Contact the adjuster named in the correspondence you have received,
  • or contact our Call Center at toll free 1-877-886-4334 to find out which Regional Claims Office is handling your claim.
 
  • Guarantee Insurance Company policies First Report of Injury, call 866-479-1554
  • Ullico Casualty Company policies First Report of Injury, call 866-933-0239
  • Zurich American Insurance Company policies First Report of Injury, call 855-781-3059
  • If you are not sure who the carrier is, contact our Call Center at toll free
    • 1-877-886-4334.
  • Contact your agent with the information you need included on the certificate;
  • such as certificate holder name and address, project name, etc.

When are commissions paid?

  • Commissions are processed and mailed two weeks after the close of each month.
  • Note:  commissions are calculated on premiums paid.
  • Your Welcome Packet includes a list of preferred providers in your area, and the hotline intake specialist may also direct you to the nearest provider.
  • Statutory regulations can limit the initial choice of treating medical providers.
  • Call your claims adjuster for assistance in determining your jurisdiction's provider choice requirements.
  • You will receive confirmation by mail that we have assigned a claim number and adjuster to your employee's injury.
  • The claims adjuster is a licensed professional who will investigate and determine compensability, administer benefits per statutory requirements, and oversee adjudication of claims when necessary.
  • The nurse case management is a licensed healthcare professional that will work with the injured employee to coordinate medical care and communicate with the employee and the medical provider to facilitate a prompt, safe return to work.
  • Nurse case managers and claims adjusters work together to provide claim resolution for injured employees.
  • Refer them to the claims adjuster or nurse case manager assigned to the case. Please refer to the Policyholder Contact Guide for your regional contact.
 Whom should I call regarding an injured employee's workers' compensation benefits?
  • Contact your regional claims adjuster assigned to the case.
  • Mail the bill with any related medical notes to us in care of our bill review partner, MCMC, at P.O. Box 1160, Canonsburg, PA 15317 or fax it to MCMC at (724) 745-6960. To expedite processing, please include the claim number, employee's social security number, date of injury and employer name

 

  • Please mail additional documentation to your claim adjuster listed on the Policyholder Contact Guide

What if I have questions about my medical provider listing?

  • Please contact Provider Relations department listed on your contact guide.