Employer Billing Support

Frequently Asked Questions

• How do I administer my bill?

  You can administer your bill by:

  1. Logging in to your online account. Don't have an account? To register for an employer online account, please contact your American Fidelity account manager.

  2. Select the Billing tab. From the Billing tab, you can reconcile your bill using one of two methods available: 

  Upload your Payroll Deduction File
  Upload a properly formatted Excel file and our system compares our data against your information, providing discrepancies in minutes. If you cannot upload a formatted Excel File, you’ll receive a discrepancy report from your billing specialist to reconcile your bill.
  
  Learn more with this guide
  
  

  Reconcile Line by Line
  We provide an online bill outlining what's due. Then, you will log in to your online account to make changes that reflect your payroll records.

• Why do changes to my bill not show up as soon as I submit my bill?

  Changes are not made until funds are received and the bill is posted. If the prior month’s bill has not been posted, the changes will not reflect on the current bill. Paying your bills on time will assist with this process. If you have concerns, please contact your billing representative for assistance.

• I would like to change when I receive my bill. Is this possible?

  Yes. You can customize when you receive your bills to meet your needs best. Contact your account team through your employer portal secure inbox

• How do I create my online account?

  To register for an employer online account, please contact your American Fidelity account manager.

• How do I upload my payroll deduction file?

  1. Log in to your online account. Don't have an online account? To register for an employer online account, please contact your American Fidelity account manager.

  2. Select the Billing page.

  3.  Click on the invoice you'd like to pay under the Current Bills tab. 

  4. Click Upload File.

  Note: There is a template available above the "Upload Files" button. This template can be used to speed up the processing time and assist with formatting your file.

• What are the requirements to upload my payroll deduction file?

  Here are the instructions and requirements to upload your payroll deduction files: 

  Your file must be in Excel format.

  The Excel file can only have one tab. You must upload your product, reimbursement and annuity files separately. You cannot submit multiple tabs in a worksheet.

  The first three columns are required and must be:

  -Full Social Security number (with or without dashes)

  -Full name: Last name, First name

  -Deduction amount: in numeric form, with or without a dollar sign

  Providing a fourth column with insurance type is NOT required but may provide better results for comparison. If your file has a fourth column but does not match ours, that column will be ignored. 

  View Example File►

  For more reliable and faster reconciliation processing, please use these type codes:

  PRODUCT TYPE CODES:

  ACCID = Accident Insurance

  CANCR = Cancer Insurance

  CRITI = Critical Illness Insurance

  CRITG = Group Critical Illness Insurance

  DISAB = Disability Income Insurance

  SDISB = Short-Term Disability Income Insurance

  LDISB = Long-Term Disability Income Insurance

  ILIFE = Universal Life Insurance provided by Texas Life Insurance Company

  LIFE = Life Insurance

  MED = Hospital Indemnity Insurance and Hospital GAP Plan Insurance

  REIMBURSEMENT TYPE CODES:

  3PR = Individual Premium Reimbursement

  URM = Healthcare Flexible Spending Account

  DDC = Dependent Care Account

  HRA = Health Reimbursement Arrangement

  LPF = Limited Purpose Flexible Spending Account

  EPP = Employer Paid Prescription Plan

  DEBIT = Benefits Debit Card Fee

  ANNUITY TYPE CODES:

  403(b) = 403(b)

  457(b) = 457(b)

• Do I have to indicate pre-tax or post-tax on my payroll deduction file?

  No. You must only indicate the amount of premium that must be deducted from an employee's paycheck. 

• What is the best web browser to use while reconciling your bill?

  For the best experience, it is recommended to use Google Chrome when reconciling your bill. 

• Why am I unable to download or print my invoice online?

  • Your pop-up blocker may be on. Here's how you can edit those settings:

    Google Chrome:

    1. Click on the three-dot icon in the upper right corner of your browser.
    2. Click on Settings.
    3. Select Privacy and Security from the options on the left side. 
    4. Click on Site Settings.
    5. Click on Pop-ups and Redirects.
    6. Select Don't allow sites to send pop-ups or use redirects.

    Microsoft Edge:

    1. Click on the three-dot icon in the upper right corner of your browser.
    2. Click on Settings.
    3. Select Cookies and Site Permissions from the options on the left side.
    4. Scroll down to Pop-ups and Redirects.
    5. Toggle on Block (recommended).
   
  • I downloaded a file from my online account and can't find it. Where did it go? 
• I downloaded a file from my online account and can’t find it. Where did it go?

  Depending on your browser, your file could be saved in different areas.

  Google Chrome:

  1. Click on the three-dot icon in the upper right corner of your browser. 
  2. Select Settings. 
  3. Select Downloads from the options on the left side. If your organization manages your browser, this will show you where the files are stored on your network.

  Microsoft Edge:

  1. Click on the three-dot icon in the upper right corner of your browser. 
  2. Select Settings. 
  3. Select Downloads from the options on the left side. If your organization manages your browser, this will show you where the files are stored on your network.
• My online bill is displaying oddly. Why?

  You should ensure your browser is up to date. Here's how you can check if you have the most recent version of your browser:

  Google Chrome:

  1. Click on the three-dot icon in the upper right corner of your browser. 
  2. Select Settings.
  3. Select About Chrome from the options on the left side. This will show you if there is an update available.

  Microsoft Edge:

  1. Click on the three-dot icon in the upper right corner of your browser. 
  2. Select Settings. 
  3. Select About Microsoft Edge from the options on the left side. This will show you if there is an update available. 
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