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If a previously sent invoice was updated after you processed an endorsement, this can cause mismatched totals between your Financials tab and Unallocated Funds (Over/Under) balance.How to resolve this:
  1. Create a Manual Invoice: Create a new invoice in AI Insurance for the exact amount of the excess or affected funds. For instructions, see Generating One-Off Invoices.
  2. Capture the Unallocated Funds: Use the Capture Unallocated Funds action to apply the funds to that manual invoice. For detailed instructions, see Capturing Unallocated Funds.
  3. Process the Refund Externally: After capturing the funds, issue the refund through your external accounting or payment system (for example, via check or ACH).
  4. Void the Invoice in AI Insurance: Once the refund has been processed, void the manual invoice in AI Insurance to clear the transaction and maintain accurate financial records.
Additional steps:
  • If upcoming scheduled invoices are incorrect or not needed, void them to prevent automatic issuance
When a client overpays and you have excess funds in your Unallocated Funds (Over/Under) balance, you can capture these funds by creating a manual invoice and then processing a refund.Step-by-step solution:
  1. Create a Manual Invoice: Create a new invoice in AI Insurance for the exact amount of the excess funds you want to capture. For instructions, see Generating One-Off Invoices.
  2. Capture the Unallocated Funds: Use the Capture Unallocated Funds action to apply the excess funds to that manual invoice. For detailed instructions, see Capturing Unallocated Funds.
  3. Process the Refund Externally: After capturing the funds, issue the refund through your external accounting or payment system (for example, via check or ACH transfer).
  4. Document the Refund (Choose one option):
    • Option A: Create an additional negative invoice to indicate a collection and refund. This provides a clear audit trail for the refund transaction.
    • Option B: Leave the invoice as is. The invoice will remain in the system to document the transaction.
Additional options:
  • Void Scheduled Invoices: If you don’t want upcoming scheduled invoices to be sent automatically, you can void them to prevent automatic issuance.
  • Repeat the Process: If clients continue to overpay on future invoices, you can repeat this process (create custom transaction + capture) for each occurrence.
Automatic Return: If you take no action on overpaid unallocated funds, the system will automatically return the funds to the client after 30 days.
When a policy with premium billing is endorsed and the premium changes, AI Insurance automatically updates the billing schedule and invoices.How Invoice Voiding Works:For Recurring / Installment Billing:
  • When an endorsement changes the premium, the system voids and re-schedules any future scheduled invoices according to the new billing schedule.
  • Sent invoices are not voided as part of this process.
For Annual Invoices:
  • The system voids and re-issues the annual invoice when the policy billing changes after binding.
  • Sent invoices are not voided as part of this process.
Key Rules:
  • If an invoice has been sent, the system will not void it as part of an endorsement.
  • Only scheduled (unsent) invoices are voided and rescheduled when the premium changes.
  • This rule applies to both annual billing and installment (recurring) billing.
Void Reasons:The system tracks void reasons for invoices:
  • Invoice voided through Stripe: Indicates the invoice was voided through Stripe or our UI that calls Stripe.
  • Policy Billing Updated: Indicates the invoice was voided as part of a billing update on the policy.
You can resend an invoice in two ways, depending on how it was originally created:For AI-Generated Invoices:If the invoice was generated automatically by AI Insurance:
  1. Navigate to Financials → Transactions
  2. Open the invoice you want to re-send
  3. Copy the invoice link
  4. Email the link directly to the insured
For Manual Invoices:If the invoice was created manually or does not include a link, you’ll need to generate a payment form to collect payment:
  1. Keep the existing invoice (do not void it)
  2. Generate a payment form using Forms and apply it to the policy through an endorsement
  3. Send the form link to the insured so they can pay
  4. Once payment lands in your bank account, manually mark the invoice as Paid
For detailed step-by-step instructions on resending invoices and generating one-off invoices, see Generating One-Off Invoices.
If you have a policy that was originally set up as agency bill but you decide after the fact that you want to collect payment directly from the insured (direct bill), you need to void the existing invoice and create a new manual invoice.
Note: This is the only scenario where you should void an existing invoice. For all other cases, keep the existing invoice and use the standard one-off invoice process.
Step-by-step process:
  1. Void the Agency Bill Invoice:
    • Navigate to Financials → Transactions
    • Find the agency bill invoice you need to void
    • Select the checkbox next to the invoice
    • Click the “Mark As” dropdown button and select “Void”
    • Confirm the void action
Important: Voiding an invoice cannot be undone. The original invoice will be marked as cancelled and will no longer be active for billing purposes.
  1. Generate a Payment Form:
    • Open the policy associated with the original invoice
    • Navigate to the Forms section
    • Create a new form with billing details and ACH information
    • Apply the form to the policy through an endorsement
    • The form will be sent directly to the client (insured) instead of the broker
  2. Create a New Transaction (Manual Invoice):
    • Follow the manual invoice creation steps to create a new transaction
    • Fill in the invoice details matching the voided invoice
  3. Mark Invoice as Paid (once payment is received):
    • Navigate to Financials → Transactions
    • Find the invoice you created
    • Select the checkbox next to the invoice
    • Click the “Mark As” dropdown button
    • Select “Paid” to mark the invoice as paid
For detailed step-by-step instructions with screenshots and additional information, see Generating One-Off Invoices.
The Company Payees section and the payee dropdowns when adding payees to Policies or Events show different sets of payees because they serve different purposes.Company Payees Section:
  • Only displays payee-type payees — these are payees that are manually added as designated payees at the company level (such as law firms, vendors, and experts)
  • These are the payees you manage in your company settings
  • For more details, see Payees
Policy/Event Payee Dropdowns:
  • Include a broader set of payees that may apply to that specific transaction type:
    • Insureds — the parties being insured
    • Brokerages — the brokerage firms associated with policies
    • Payee-type payees — the manually added company-level payees
Why the difference?
  • Insureds and brokerages are not considered “payee-type payees”
  • They appear in Policy/Event dropdowns because they may receive payments for those specific transactions
  • However, they do not appear in the main Company Payees list because they are managed separately as Insureds and Brokerages in your company settings
If your invoice email is being returned or not processed, it is usually because the sending email address is not authorized for the company you are submitting invoices for.AI Insurance only accepts invoice emails from addresses that are added as payees for the associated company. If your email address is not listed as a payee, the system will reject the email and return an error message.What should I check?Before sending an invoice by email, please make sure that:
  • Your email address is added as a payee in the AI Insurance platform for the correct company. For more information, see Payees
  • The invoice is sent as a PDF attachment
  • The invoice is sent to the correct invoice email address
  • The email address is entered using all lowercase characters
Deposits may take longer to process and appear in the Cash Manager. Transactions typically show up within 5-7 days after the deposit is initiated.What to expect:
  • Deposits are processed through the operating account
  • Transaction history will update once the deposit is fully processed
  • You can view pending and completed transactions in the Transaction History section of the Cash Management page
For more information about Cash Management, see Cash Management.