General FAQs

The information provided in our responses below is intended to help our policyholders understand how their policies may apply in a given situation. But it's important to remember that the actual insurance policy and the facts surrounding a loss are what determine the outcome of any particular claim situation.

In other words, the responses do not offer any additional coverage that does not exist in the insurance policy, and they do not change or take away any coverage that does exist in the insurance policy. They are not statements of a contract or a policy, and all coverage is subject to the terms, conditions, limitations and exclusions of your policy and all applicable endorsements and amendments.

Billing

How do I update my credit card expiration date?

It's important to make sure the expiration date for the credit card that we have on record for you is the most current one. An outdated expiration date will cause your automated payment to fail, which could eventually lead to the cancellation of your policy. To avoid that, as soon as you receive a new expiration date, log in and update your credit card information.

Can I change the date I'm billed for my premium?

Payment due dates always correspond to the date your policy started — your original effective date. The only way to change a payment due date is to cancel the policy and rewrite it. In addition to having a new policy number, the rewritten policy would be subject to any rate adjustments and revised policy provisions that the prior policy may not have experienced, which could impact premium.

What billing options do you offer?

We offer a variety of billing options, and some vary depending on your plan and where you live.* For auto insurance we offer two billing options: pay in full pay or monthly installments.

If you choose to pay in full, you will pay the entire premium amount using a personal check, money order, or credit card. 

The most common payment option for home insurance is automatic payments through your escrow account at your mortgage company. You may also choose to pay in installments or in full through your bank account or by credit card. If not using your mortgage company for payments, paying automatically through your bank account is most convenient as you don’t have to remember to update us when your credit card expires.

Please note that monthly installment options for both auto and home insurance may include a small convenience fee.

*Monthly installment option not available in Michigan.

What is a payment holiday?

If you choose to pay your auto insurance premium in monthly installments, you may have a payment holiday. Automobile policy terms are six months – so premiums are paid over five months, giving you one month without a payment (this feature is not available in MA and TX).

Why do you charge a convenience fee?

Convenience fees are common in the insurance industry and are used to offset the costs associated with processing installment payments.

Coverage

What information do I need to add a vehicle to my policy?

If you have a few key pieces of information ready in advance, adding a vehicle to your policy will take only a few minutes. You would need: the year, make and model of vehicle, as well as the vehicle identification number (VIN).

If my child is getting a driver's license soon, when do I have to change my policy?

As soon as they obtain a driver's license, we need to update your policy to ensure adequate coverage. We do not require a driver with a learner's permit to be listed on the auto policy.

I recently bought an expensive piece of jewelry. Is it covered under my home policy?

A standard home policy only provides limited coverage on certain high-value items, and you may not be reimbursed for the entire value of your property if a loss occurs. You would be responsible for any loss higher than the policy limit (for example, your limit for jewelry might be $1,500 per item), as well as your policy deductible.

If you own items that are particularly valuable, you may want to consider additional coverage. In other words, you can "schedule" those items individually on your existing policy. Scheduled Personal Property coverage gives additional protection against loss or damage beyond that of your standard policy limits and no deductible applies.

Items to consider scheduling: Jewelry, personal computers, golf equipment, cameras and equipment, furs, musical instruments, silverware, fine arts (paintings, prints, rugs, vases, etc.), collections (stamps, coins, ceramics, etc.) and firearms. What’s allowed to be scheduled may vary.

Claims

Will reporting a claim affect my rates?

It's difficult to make a general statement because many factors can affect your rate, such as accidents or violations, the addition or deletion of drivers and vehicles, and state-wide rate adjustments or legislative changes. The type of claim, who’s found to be at fault, and accident forgiveness eligibility (for auto claims) may also play a role. 

When you receive your renewal package, at least 45 days prior to your renewal, any rate changes would be reflected on your declarations page. Once you receive your renewal package, you can contact us if you want more detailed information.

Whose name will be on the claim payment?

Claim payments are issued as a one-party check or two-party check, depending on the coverage and if another party has a legal interest in the claim (e.g., repair shop, lienholder, mortgage company, attorney, health care provider, etc.).

Can I check the status of my claim online?

For some claims that may be an option. Talk to your claims adjuster to find out the best way to keep updated on your claim.

How long will it take to recover my deductible from the person responsible for my accident?

We will work diligently to quickly recover your deductible — it is extremely important to us. However, it's difficult to provide a specific timeline because factors, such as the failure of the other party to report the loss or admit fault, or the failure of the other insurance company to make a prompt and reasonable offer, can impact the speed of resolution.

What should I do if emergency repairs are needed to my home?

First, you should contact us to file a claim. You can file a claim 24 hours a day, 7 days a week. We can help you find a contractor, if needed — we have established relationships with contractors who are trained and licensed disaster restoration professionals. It's a good idea to take photos of the damage before the repairs begin — and you should keep any damaged items, receipts and invoices. It’s also important to remember that, as a policyholder, you have an obligation to take action to protect your property, as much as possible, from additional damage.

I purchased towing coverage, so how do I get my vehicle towed when I need it?

If you have towing coverage you should contact our roadside program at 1-888-742-4572. 

Be sure to retain any invoices for possible reimbursement if the tow company is unable to bill our roadside program directly. Your roadside assistance coverage allows you to receive assistance if you have a flat tire, a dead battery, get locked out of your car, get stuck in mud or snow, or run out of gas.

How soon after an accident can I get my vehicle repaired?

Once you file a claim, we can help you find a repair facility (or you can choose your own). They will assess the damage and provide an estimate and timeline for the repairs. Repairs to your vehicle should not start until we have an agreed upon repair price with the facility you have chosen.

Should I purchase the insurance that car rental companies offer?

If you have full coverage (liability, collision/comprehensive) on your vehicle, that coverage — including any applicable deductible — could extend up to 30 days for a vehicle rented in the continental United States, its territories and Canada. The rental vehicle should be of comparable size and value to your insured vehicle. Please see your policy for details and ask the rental car company about other fees that may apply if you are in an accident with a rented vehicle.

I was in an accident and now my vehicle needs to be inspected. Do I have to be there?

It is optional for the owner to be present at a vehicle inspection.

Do I have to use a specific shop for repairs?

We are prohibited by law from requiring that repairs be completed at a specific automotive repair facility. You are entitled to select any auto body repair shop to repair covered damage.

However, we have a network of repair shops that maximize customer satisfaction, reduce service time, and lower overall expenses. The benefits of using our Direct Repair Program include:

• Lifetime warranty on repairs for as long as you own the vehicle.
• Trained technicians performing quality repairs to restore your vehicle to its pre-accident condition.
• Constant monitoring of all repair facilities to assure that they provide customers with quality repairs and service.

Please refer to Repairing Your Car After an Accident or contact your claim adjuster for more information on the quality-focused repair facilities in your area.

How do you determine if a vehicle is a total loss?

We determine if a vehicle is a total loss by comparing the value of the vehicle prior to the loss to the estimated cost of repair. If the estimated cost of repairs exceeds a certain percentage of the value of the vehicle, the vehicle may be considered a total loss. The percentage varies according to state. If you experience a loss, your claim adjuster will provide more detailed information based on your location.

Should I always contact the police if I am in an accident?

Yes, it is always in your best interest to contact the police.

Can I file my claim with the other person's insurance company?

Yes, if you feel the accident was not your fault, you have the option of filing with the other person's insurance company. However, there are some benefits to filing with us — namely, you don't have to wait for fault to be determined before you get approval to have your vehicle repaired.

Documents

What should I do if I have not received the policy documents I requested?

If you have requested documents to be mailed, please allow 3 to 5 business days for delivery. You may also log in to your online account to access policy documents. If you have not received the information you've requested, please contact us. It may also be helpful to verify online that your profile information is accurate.

How can I get a copy of my policy booklet, identification cards or declaration page?

You can view and print these items in your online account on our website.

What should I do if I can't find a document online?

Please contact us.

Your Profile

Where can I go to change my email address and password?

You can update your personal information by logging in to your account on our website.

New Mexico Wildfire Notice

SPECIAL NOTICE: What accommodations are you making for people affected by the June 2024 New Mexico wildfires? 

Our thoughts are with all those affected by the recent Salt and South Fork wildfires in New Mexico. If you’re a policyholder, we’re here to support you during this stressful time. Please call us with questions or to submit a claim. If you prefer, you may also file a claim online.  

As part of the state efforts to provide assistance to those affected, on June 18, 2024, the New Mexico Superintendent of Insurance issued a wildfire emergency order that follows Executive Order 2024-033, declaring emergencies in Lincoln County and the Mescalero Apache Reservation, New Mexico.

If you’re an affected policyholder, we’re providing the following accommodations.

Policy Information

As always, you may download a copy of your policy book by logging in to your account using the Log In link in the upper right on this page. You may also call us to request a copy, and we will email or mail you one at no cost to you.

Payment Accommodations

We will make the following premium payment accommodations for 120 days from June 18:

• Provide you with a grace period to pay your insurance premiums.
• If you need more time to pay after the grace period, we will help you set up a payment plan of no less than six months.
• Suspend late payment, reinstatement, or insufficient funds fees along with any other fee, penalty, or interest charge resulting from your temporary inability to submit premium payments.

Claims

If you file a claim, we will:

• Extend reporting requirements for claims submissions or requests for additional information relating to claims.
• Waive claim deductibles.

Additional Living Expenses

If you’re displaced from your home and your policy offers additional living expenses (ALE), we will do the following:

• Waive ALE deductibles.
• Provide ALE for up to 12 months or until you establish a new residence, whichever occurs first.
• If the ALE is covered in the policy, promptly issue you an advanced payment of $5,000.

Other Accommodations

• Postponing policy cancellations and nonrenewals for 120 days.