Premium Arrears Management

Last updated: January 9, 2026 · Admin Guide · 12 min read

Burial society admins can send automated premium payment reminders to members who are behind on their contributions. This feature helps improve collection rates and keeps members engaged.

Accessing the Arrears Widget

1. Navigate to Admin Dashboard
   Go to your burial scheme's admin dashboard at /scheme/[scheme-id]/admin
2. Locate Premium Arrears Widget
   The widget appears below the Quick Approvals section (burial schemes only)

Widget States

All Up to Date

When no members are in arrears:

Members in Arrears

When members are behind on payments, you'll see:

• Warning banner (yellow/orange)
• Number of members in arrears
• Total amount outstanding (ZAR)
• Two action buttons: Send reminders and Preview

Sending Premium Reminders

Step 1: Preview Members

1. Click Preview Button
   Review the list of members in arrears before sending
2. Check Member Details
   Verify each member's name, months overdue, amount due, and last payment date
3. Verify Amounts
   Ensure all amounts are correct and not negative

Step 2: Send Reminders

1. Click Send Reminders
   A confirmation modal will appear
2. Review Confirmation
   Check the number of members who will be notified and what the email will contain
3. Confirm Send
   Click "Send reminders" to proceed
4. Check Success Message
   A toast notification will show success count and any errors

What Members Receive

Email Content

Members in arrears receive an email with:

• Subject: Premium payment reminder
• Amount due: Total outstanding in ZAR format (R1 234.56)
• Months overdue: Clear count of how many months behind
• Next due date: When the next payment is expected
• Payment link: Direct link to the scheme page

Email Tone

The email uses Zeturi's warm, human tone. It's calm and factual, not accusatory. The message is mobile-friendly and includes a clear call to action.

Premium Calculation Logic

The system automatically calculates arrears based on:

1. Premium Model

• Flat rate – Fixed amount per member
• Per covered life – Base amount × (1 + number of dependants)
• Age bands – Tiered rates based on member/dependant age

2. Payment Frequency

• Monthly (default for most burial societies)
• Weekly
• Quarterly
• Annual

3. Arrears Status

A member is considered "in arrears" if:

Total paid < Expected premiums based on join date + frequency

Best Practices

Timing

• Send reminders weekly or bi-weekly for consistency
• Avoid sending multiple reminders in the same day
• Consider quiet hours (not late at night)
• Send reminders a few days before the next payment is due

Communication

• Always preview the list before sending
• Check for valid amounts (not negative or zero)
• Always use your unique Member ID (e.g., ZET123456-007) as the reference to ensure the system auto-allocates your funds correctly.
• Follow up personally with persistently overdue members

Follow-up

• Monitor collection rates after sending reminders
• Personal outreach for members more than 3 months overdue
• Update premium settings if arrears are widespread (may indicate affordability issues)
• Review reserve fund status to ensure sustainability

Troubleshooting

Widget Shows "Loading" Indefinitely

Cause: API permission issue or network error

Fix:

• Refresh the page
• Check browser console for errors
• Verify you have Admin or Treasurer role
• Try logging out and back in

"Failed to Send Reminders" Error

Possible Causes:

• Email service (Resend) is down
• Invalid member email addresses
• Rate limiting (too many sends in short time)

Fix:

• Check audit logs for specific error messages
• Verify Resend API key is configured (contact support)
• Wait 5 minutes and try again
• Update member email addresses if invalid

Member Says They Didn't Receive Email

Checks to Perform:

1. Verify Email Address
   Check the member's email in their profile settings
2. Check Spam Folder
   Ask member to check spam/junk folder
3. Review Audit Logs
   Look for notification send status in audit trail
4. Confirm Arrears Status
   Verify member is actually in arrears by checking ledger

Wrong Amount Due Shown

Possible Causes:

• Premium settings changed recently
• Dependants added or removed
• Contribution frequency mismatch
• Payments not properly recorded

Fix:

• Review scheme settings at /scheme/[id]/settings
• Verify contribution history in ledger
• Re-calculate expected premium manually
• Record any missing payments

API Reference

GET Arrears Report

GET /api/burial/arrears-reminders?scheme_id=xxx

Returns a list of members in arrears with details.

POST Send Reminders

POST /api/burial/arrears-reminders Content-Type: application/json{"scheme_id": "uuid", "dry_run": false}

Sends reminder emails to all members in arrears.

Dry Run Mode: Set "dry_run": true to test without sending emails.

Permissions