Written by: Eelinn Vanquaethem, Marketing & Content Manager

Over the past few years, self-serve and digitalization have evolved to enhance customer experience across the utility industry. Looking at our own data, we have found that 88% of our residents make payments online. To help us continue to provide a market-leading customer service, Insite Energy have developed an online customer portal – my insite.

my insite is developed with residents in mind, bringing energy accounts into the palm of their hands. The portal, which can be accessed through any internet-connected device, such as your phone, tablet or laptop, allows residents to make online payments, manage their account details, and view their account balance and payment history.

An example of the my insite interface for PAYG residents. From left to right: The homepage showing the balance left on the utility account; the page on which residents choose between a ‘balance-based’ or ‘date-based’ automatic top-up; an overview of the resident’s payment history.

With the launch of my insite, the various payment methods available have been expanded.

PAYG residents can now make a one-off top-up or set-up a balance-based or date-based automatic payment online via my insite. Once your phone number has been registered on my insite, you will also be able to make a payment via text message. The recent launch of the interactive voice response service now also means top-ups can be made over the phone without having to speak to an advisor. For those who prefer to pay in person, you can still make a top-up payment using cash, debit or credit card at any PayPoint outlet.

Credit billed residents can also make a one-off payment or set up a Direct Debit online via my insite. The payment methods previously in place, such as paying via standing order or at your local Post Office or Payzone remain available.

Vulnerable residents can continue to make payments over the phone with one of our agents. Paper billing will continue to be available to those residents too.

Through easily navigable screens, residents can view their payment history for a specific date range, as well as download their annual account statements. Credit billed residents can also view and download their monthly statements.

Information on how you can use all the new self-serve capabilities can be found in the my insite how-to guides:

While there are many automated features, our dedicated customer service team can still be contacted via our online web chat, over the phone, and via email. Your microsites, and your in-home display if you are on PAYG billing, will continue to remain available to you too.

We will continually be looking to improve and update my insite to give you the best customer experience as possible. However, if you experience any issues using the portal, please let us know by completing this short online form.

Go to our FAQs on ‘my insite’ →