We offer monthly instalment options for your annual policy, letting you spread payments over the year instead of paying in full upfront. Eligibility guidelines apply to payment plans, contact our support team for more details.
Frequently Asked Questions
Got questions? We have answers!
General Support FAQs
Do you offer monthly payment options for annual insurance policies?
Why am I unable to select a quote effective date beyond 30 days
The quote calendar is set to display available effective dates only up to 30 days in advance. This ensures that all quotes and policy information are based on the most accurate and current rates, as well as coverage options. If you require an effective date further in the future, please contact our support team for assistance.
What happens if I miss a payment for my policy? Are there NSF (non-sufficient funds) fees or late payment penalties?
If you miss a payment for your insurance policy, you may be subject to a non-sufficient funds (NSF) fee for the missed payment. Please contact our support team for assistance if you have concerns about payment issues or fees.
Is there a discount or surcharge for choosing monthly payments?
Regardless of whether premiums are paid on a monthly or annual basis, payment frequency does not result in any discounts or surcharges.
For questions regarding eligibility or payment methods, please reach out to our support team for more information.
Will my premium be guaranteed for the year, or can it change mid-term?
Your premium is guaranteed for the policy year, provided there are no changes to your coverages or the risk associated with your policy. However, if you adjust your coverage, add endorsements, or if there is a significant change in risk (such as moving to a new address), your premium may be recalculated mid-term to reflect the updated circumstances. For more details on how changes could affect your premium, please contact our support team.
Month to Month Tenant Insurance Policies
Do you offer monthly tenant insurance?
We no longer offer month-to-month tenant insurance policies. Instead, coverage is available through annual policies, which can be paid in monthly instalments for added flexibility. If you require more information on annual policy options or payment plans, please contact our support team for assistance.
Will my premium change if I switch from a monthly tenant insurance policy to an annual tenant insurance policy?
When changing from a monthly tenant insurance to an annual tenant insurance policy, your premium may change based on differing coverage limits and enhanced coverage options. Annual policies can offer broader coverage choices, such as like flooding coverage, which can affect the overall premium. For an estimate and to review your coverage options, please start an online quote or contact our support team for assistance.
Are there any fees associated with changing from monthly tenant insurance to annual tenant insurance?
Annual tenant insurance policies may carry cancellation fees if you decide to end your policy prior to the renewal date or cancel mid-term. Monthly payment plans may incur charges for returned payments. For additional information on fees or charges, please contact our support team.
What are the key differences between monthly tenant insurance policy and annual tenant insurance policies?
Annual insurance policies generally provide broader coverage, including comprehensive water protection such as flooding, and offer enhanced endorsements for added protection. These policies often include more flexible options for customizing coverage to suit your needs, while the retired monthly policies typically offer more basic protection. If you have coverage related questions, or want to review specific endorsements available, please contact our support team for guidance.
Will my Tenant insurance policy cover me if I rent out my space on a platform like Airbnb or VBRO?
No, our tenant insurance policy does not cover home sharing activities.
That means, if you have purchased tenant insurance to provide coverage for your rented home, apartment, or condo, your policy will not cover you if an accident occurs as a result of home sharing activities.
Does Duuo provide coverage for studio tours?
Unfortunately, Duuo does not provide coverage for homeowners or tenants participating in studio tours whereby event attendees’ visit homes as part of a studio or travelling tour.
Can I add my partner to my Duuo tenant insurance policy if we are not married?
Yes, romantic partners can be added to your policy!
If you have been living together for more than 3 years, your partner will already be covered under the definition of ‘spouse,’ and you do not need to specifically list them on the certificate.
If you have not been living together for 3 years or want to specifically see them on the certificate, you can add your partner as an additional insured in the quote process.
Roommates or friends cannot be added and would require their own separate policy that’s under their own Duuo account and linked to their own email address.
Can I have a licensed insurance representative call me now?
Duuo is a digital, on-demand, self-serve platform. Please reach out to our Customer Support team with your question(s) for the quickest response. You can do this by chatting us using our chat tool at the bottom of the screen or by sending an email to info@duuo.ca.
If you require telephone support after providing us with your question(s) and a screenshot of where you’re encountering any issues, we will be happy to reach out by telephone if you provide us with your telephone number and a few dates and times that work best for you.
While our Customer Support team cannot quote or purchase coverage on your behalf, we are always happy to help answer any questions that you may have!
How do I update my email address?
Your email address is a unique indicator for your account. If you no longer have access to the email linked to your Duuo account, please cancel your current policy. Then create a new account and purchase a new policy through this account.
If you have any further questions, please refer to our other articles or reach out to our customer support team.
Event Insurance FAQs
Where is Duuo Event Insurance available?
Effective July 1st, 2025, Duuo’s event insurance will be available in every province, excluding Quebec and the territories.
How do I obtain a Certificate of Insurance/Confirmation of Insurance?
You have access to the ‘Confirmation of Insurance’ from your online Duuo account.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Host’
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Click on the three dots in the policy banner as shown below – select ‘View’
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Scroll down to the Confirmation of Insurance (PDF) section
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Click ‘Open’ to gain access to your Confirmation of Insurance
What is the liability limit for Duuo Event Insurance?
With Duuo Event Insurance, you’re covered for the following:
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Host liquor liability *Can be added at an additional cost for non-sporting events only. You must also acquire any liquor licenses & permits required by your Province.
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Event liability (Bodily Injury & Property Damage): $5,000,000
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Tenant’s Legal Liability: $1,000,000
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Medical payments: $10,000
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No Deductible
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Limits are standard and can not be changed
For municipality venues only – Tenants’ Legal Liability Limit is extended to $5,000,000, and waiver of subrogation is applicable.
* We define a municipality as a government/public owned vs. privately owned venue.
Are performers covered under my policy?
Duuo Event Insurance does not provide coverage for any third-party vendors/ band(s)/performers/musicians.
Any bodily injuries or property damaged caused by the band(s)/performers/musicians would not be covered.
If the performers and vendors, are covered by their own insurance, we can provide insurance coverage for the event. If they do not have their own insurance, we are not able to provide coverage for the event. You must agree to obtain certificates of insurance from any third-party vendors as per the ‘I Agree’ page through the online quoting process.
If you have any further questions, please refer to our other articles or reach out to our customer support team.
After my policy is purchased, how do I add someone to the certificate, or make another change?
The easiest way to make a change is to cancel the policy and repurchase. This way, you do not have to wait to connect with our customer support team. You can cancel your policy from your online Duuo account and repurchase with the corrected information.
You can cancel your policy from your online Duuo account.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Host’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
Once the cancellation is complete, the refund will be automatically issued. It can take 3-10 business days to have it show as returned on your card.
How do I cancel my Event Insurance?
You can cancel your policy from your online Duuo account as long as it is before the policy start date.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Host’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
** If the event date has passed, please contact us, and we will be happy to assist you.
Click here to watch a demo.
Do we offer alcohol coverage for “bring your own booze” style events, at a private residence?
Yes! As long as you are in compliance with your local obligations to obtain a liquor licence (when required), you can add this coverage to your event policy.
Can I cancel my policy after purchase?
You can cancel your policy from your online Duuo account as long as it is before the policy start date.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Host’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
** If the event date has passed, please reach out to us, and we will be happy to assist you.
What do I do if my event isn't specifically listed?
Email one of our licensed reps at info@duuo.ca or start a live chat with us. We’ll be happy to help you choose!
Do I require host liquor liability if the venue will be responsible for serving alcohol on our behalf?
Using the venue’s liquor license is no issue; however, we still recommend purchasing host liquor liability coverage by selecting “yes” to the statement that alcohol will be served at the event.
If an alcohol-related loss occurred at the event you are hosting, both the venue and the event host can be named in a lawsuit.
Does my event policy cover food poisoning?
Our coverage is designed to respond to food served at an event, it is not designed to cover food you are selling or if a business you own is preparing the food.
If the food is being served by a third-party company at the event, they would likely be responsible for the loss. However, if you were also named in a suit, our policy is designed to offer a defence as the event host.
My venue referred me to Duuo, how do I get the discount?
All you will have to do is select the venue address that has the Duuo Partner label listed!
Once you select this, the discount will automatically be applied! Your venue will also receive your proof of purchase, as this is automatically sent over. This is one of the many perks of hosting your event with a Duuo preferred partner.
Do I still need alcohol coverage if I'm not responsible for serving alcohol?
Yes, if there is alcohol at the event, there is still a risk of an alcohol-related loss. If the venue was serving the alcohol and there was a loss, you as the event host and the venue could both be named in a lawsuit.
Does my event insurance policy cover a commercial kitchen (example, hosting a cooking class)
If the event you are hosting is in a commercial kitchen, our coverage can be offered. Our coverage is not designed to cover renting out a commercial kitchen space to prepare food for a business or event you are hosting. The event must be taking place in the kitchen for our coverage to be the right choice.
Do we offer alcohol liability coverage for all event types?
No, unfortunately we are not able to offer alcohol liability for any sporting events.
If my event goes past midnight, is it still considered a one-day event?
For Duuo Event Insurance, if your event goes past midnight to a reasonable hour, then this is considered a one-day event. So, you would not need to purchase coverage for an additional day.
That said, the day(s) of coverage purchased will be the day(s) that appear on your ‘Confirmation of Insurance’ document.
If you have any further questions, please contact our Customer Support Team.
What if my event runs longer than 7 consecutive days, can I purchase a second policy to cover the extra days?
Unfortunately, our coverage is not designed to cover longer event. We would not be able to offer more than 7 consecutive days of coverage, so purchasing an additional policy would not be an option.
How do I complete my event insurance policy purchase?
Once you have completed the quote online, you will move through to the payment screen.
If you have left the quote in pending status, you will log into your online account to pick up where you left off.
What if I’m hosting several separate events? Example: I’m hosting a basketball game every Thursday.
If you are hosting separate events, you must purchase a policy for each event, even if they are the same event type.
Example: If you are hosting a basketball game every Thursday for two months, you must purchase eight or nine policies, one for each game.
The benefit of purchasing separate policies is that it is easier to cancel or make changes if something does come up. You just need to change/cancel one event, not a series of events.
How do I file a claim and is there a deductible?
If you need to submit a claim, log into your online Duuo account and select the claims tab.
The red + in the top right corner will start the claims process.
** There is no Deductible on your event insurance coverage, as it is a liability policy.
I need help with my event quote
If you need additional information about alcohol coverage check out our events FAQ section.
Is your event if longer than 7 consecutive days, click here for more information.
If you have additional questions. please have a look at the rest of our FAQ page.
How do I submit a claim for my event insurance policy?
If you need to submit a claim, log into your online Duuo account and select the claims tab. The red + in the top right corner will start the claims process.
The Co-operators claims bot will chat with you and ask you a few questions. You’ll have a chance to tell your story and provide any supporting documents.
Once you’ve reported a claim through our app, a claims adjuster will be assigned to help you out. You can expect to be contacted by your assigned adjuster within one business day.
If you have any further questions, reach out to our customer support team.
Why is my claim showing “resolved” when I have not been contacted yet?
When you first submit your claims information to us, it will show “received.” Then once it has moved from intake to our claims team it will show “resolved.” This is only the process of the claim switching from the intake system to the claims system.
A claims representative will be contacting you shortly.
If you have any additional questions, please reach out to our custom support team.
How do I update my credit card information? Do you only accept credit card?
At this time, we accept:
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VISA/debit
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VISA credit
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Mastercard/debit
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Mastercard credit
Update credit card information
To update your credit card information, please follow these steps:
1. Go to your profile (the person icon) in the top right-hand corner
2. Scroll down to ‘Credit Card Information’
3. Update the information
4. Click Save
Event vs Vendor Insurance
Lets take a moment to review when you would be looking to purchase Event Insurance:
Event insurance is purchased when you are the host of an event.
For example if you are renting space and hosting a birthday party or craft show. If you are the one putting all the details together, organizing, and hosting the entire event you would need to look at purchasing an event insurance policy.
** If you are attending an event organized and hosted by someone else, you would need to purchase vendors insurance.
Vendor example, you are attending a craft show as a vendor, with a booth, and products you are looking to sell.
Please note: we do not offer our event or vendor products, for events taking place in Quebec, at this time.
How do I reset my password if I forgot my login information?
If you need to change your password and have already signed up for a Duuo account, simply log out of your account and select ‘Forgot password.’
Steps for a Duuo Password Reset:
1) Go to the Duuo home and click on ‘Login.’
2) Click on ‘Forgot Password.’
Check your email (including junk and spam folders) for an email from us with the next steps.
Did this answer your question?
How do I update my email address?
Your email address is a unique indicator for your account. If you no longer have access to the email linked to your Duuo account, please cancel your current policy. Then create a new account and purchase a new policy through this account.
If you have any further questions, please refer to our other articles or reach out to our customer support team.
Can I change the deductible?
All deductibles on Duuo insurance policies are standard and cannot be changed. The deductibles are as follows:
Tenant Insurance: $0 deductible for liability claims, $1000 deductible for personal property claims.
Event Insurance: $0 deductible.
Vendor Insurance: $0 deductible, $1000 deductible for Business Property Coverage.
If you have any further questions, please refer to our other articles or reach out to our customer support team.
Vendor Insurance FAQs
What is the liability limit for Duuo vendor insurance?
You can choose between a $2,000,000 or $5,000,000 liability limit when purchasing your vendor insurance policy.
Where is Duuo vendor insurance available?
Duuo vendor insurance is available in select Canadian provinces, but it is not yet available in the territories. While not yet available, we expect to launch our vendor insurance product in Quebec soon.
Is there a deductible?
There is no deductible applicable to liability claims, however, if you have purchased our optional Business Property Coverage, there is a $1,000 deductible applicable to those losses.
Can I use Duuo vendor insurance for an event that takes place outside of Canada?
Duuo is exclusively available in Canada, and as a result we can only offer coverage for events that take place in Canada.
Do I need a membership to purchase through one of the farmers market associations?
Yes, you will need to be a member of a farmers market association to purchase multi day flex policies through their preferred partner flow.
We currently work with:
FMO (Farmers Market Ontario)
AFMA (Alberta Farmers Market Association)
BCAFM (British Columbia Association of Farmers Markets)
Please note that it is the policyholder’s responsibility to ensure that all membership fees are paid and that their membership is valid, active, and in good standing. If you need to verify this, please reach out to your market organizer or association contact.
Click here to review the information on our website.
If I have multiple events in the same week, will this policy cover me for each of them?
Our vendor insurance policy is designed to cover one vending event for the selected time frame.
If the event you are attending is the same event, running for several days, that is one policy where multiple days of coverage can be purchased.
If you are attending different events over several days, you will need to purchase a separate policy for each event.
We do have packages available for members of a farmers market association. If you are interested, check out the information on our website.
My market referred me to Duuo, how do I get the discount?
Your market will need to be registered with Duuo for you to receive the discount.
Search for the event and select it from the drop-down menu. Once your market is selected, you can select the package you would like, and the discount will automatically be applied.
This is an example of an event on our list—it will automatically appear in the drop-down menu.
At my booth, I have items on your exclusions list, can I still purchase coverage?
When the items at your booth fall under our policy exclusions, we suggest you find a policy that will offer you full coverage, even if that means we are not the best option for your needs.
If you are vending various items, you can still purchase coverage for the booth area and the items we can offer coverage for.
Please read the exclusions carefully, as coverage will not be extended to any excluded activity or product. Additionally, if you choose to purchase the optional business property coverage, it would not extend to any activity or items on the exclusions list.
Does my vendor policy extend coverage to a commercial kitchen?
Unfortunately, our policy is not designed to extend coverage to a commercial kitchen that is being used to prepare food for the event. You will require business/commercial insurance for the use of the kitchen.
Are candles covered under my vendor insurance?
Unfortunately, our vendors insurance is not able to offer coverage for candles, due to the high risk of reactions to scents.
Can I purchase additional policies if I will be a vendor at one event, for more than 7 consecutive days?
Unfortunately, no. If you are attending an event as a vendor for more than 7 consecutive days, we would not be able to offer coverage unless you have purchased a flex policy. This will provide you with coverage that you can use at any time.
In addition, if you have purchased a flex policy and still need additional days, you can purchase a second flex policy for additional days.
How do I add someone to my coverage?
Any additional insureds required will automatically be listed. If you need to add anyone else to the coverage, you can do this on the last page of the purchase process. You have to proceed past the price details screen and excluded activity agreement to get to this step.
How do I make updates to my certificate of insurance after purchase?
If you need to update your policy after purchase, the fastest way is to cancel and repurchase with the updated information.
If you have additional questions, please contact our customer service team.
** If you have purchased a policy through one of the Farmers Market Associations, you can edit your certificate using the link at the top of your certificate of insurance.
How do I cancel my vendor policy?
You can cancel your policy from your online Duuo account as long as it is before the policy start date.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Vendor’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
** If the event date has passed, please contact us and we will be happy to assist you.
I need help with my vendor quote
I need help with my quote – farmers market members (Flex policies)** Membership required.
Click here if you need assistance with the MB or NS farmers market quote flow.
Click here for the video on how to edit your certificate.
If you have any additional questions, check out our vendor FAQ page.
Does Duuo's vendor insurance cover a pop-up event in a mall?
Unfortunately, our vendor policy is not designed to cover pop ups in a mall. Since the mall is not an event, and the number of visitors is also unknown, it does not meet our underwriting guidelines at this time.
How do I file a claim for my vendor insurance policy?
If you need to submit a claim, log into your online Duuo account and select the claims tab. The red + in the top right corner will start the claims process.
The Co-operators claims bot will chat with you and ask you a few questions. You’ll have a chance to tell your story and provide any supporting documents.
Once you’ve reported a claim through our app, a claims adjuster will be assigned to help you out. You can expect to be contacted by your assigned adjuster within one business day.
If you have any further questions, reach out to our customer support team.
Why is my claim showing “resolved” when I have not been contacted yet?
When you first submit your claims information to us, it will show “received.” Then once it has moved from intake to our claims team it will show “resolved.” This is only the process of the claim switching from the intake system to the claims system.
A claims representative will be contacting you shortly.
If you have any additional questions, please reach out to our custom support team.
If I make a claim is there a deductible?
For a property damage claims, you are responsible for a $1,000 deductible.
This means if you make a $10,000 claim Duuo will pay $9,000 and you will be required to pay the $1,000, which is your deductible.
For liability claims, you are not required to pay a deductible. There is no deductible for personal liability claims.
Please let us know if you have any additional questions.
Can I have a licensed insurance representative call me now?
Duuo is a digital, on-demand, self-serve platform. Please reach out to our Customer Support team with your question(s) for the quickest response. You can do this by chatting us using our chat tool at the bottom of the screen or by sending an email to info@duuo.ca.
If you require telephone support after providing us with your question(s) and a screenshot of where you’re encountering any issues, we will be happy to reach out by telephone if you provide us with your telephone number and a few dates and times that work best for you.
While our Customer Support team cannot quote or purchase coverage on your behalf, we are always happy to help answer any questions that you may have!
How do I update my credit card information? Do you only accept credit card?
At this time, we accept:
-
VISA/debit
-
VISA credit
-
Mastercard/debit
-
Mastercard credit
Update credit card information
To update your credit card information, please follow these steps:
1. Go to your profile (the person icon) in the top right-hand corner
2. Scroll down to ‘Credit Card Information’
3. Update the information
4. Click Save
Event vs Vendor Insurance
Lets take a moment to review when you would be looking to purchase Event Insurance:
Event insurance is purchased when you are the host of an event.
For example if you are renting space and hosting a birthday party or craft show. If you are the one putting all the details together, organizing, and hosting the entire event you would need to look at purchasing an event insurance policy.
** If you are attending an event organized and hosted by someone else, you would need to purchase vendors insurance.
Vendor example, you are attending a craft show as a vendor, with a booth, and products you are looking to sell.
Please note: we do not offer our event or vendor products, for events taking place in Quebec, at this time.
How do I reset my password if I forgot my login information?
If you need to change your password and have already signed up for a Duuo account, simply log out of your account and select ‘Forgot password.’
Steps for a Duuo Password Reset:
1) Go to the Duuo home and click on ‘Login.’
2) Click on ‘Forgot Password.’
Check your email (including junk and spam folders) for an email from us with the next steps.
Did this answer your question?
How do I update my email address?
Your email address is a unique indicator for your account. If you no longer have access to the email linked to your Duuo account, please cancel your current policy. Then create a new account and purchase a new policy through this account.
If you have any further questions, please refer to our other articles or reach out to our customer support team
Can I change the deductible?
All deductibles on Duuo insurance policies are standard and cannot be changed. The deductibles are as follows:
Tenant Insurance: $0 deductible for liability claims, $1000 deductible for personal property claims.
Event Insurance: $0 deductible.
Vendor Insurance: $0 deductible, $1000 deductible for Business Property Coverage.
If you have any further questions, please refer to our other articles or reach out to our customer support team.
Annual Tenant, Homeowner, Condo Insurance FAQs
How do I change the effective date on a home, tenant, or condo quote?
To update your quote’s effective date, go to the “Here’s your quote” summary page, select Customize your coverage and Discounts, answer a few questions, then choose a new date from the calendar options.
If the date you wish to choose falls outside the 30-day window, please reach out to our support team for further assistance.
How do I file a claim?
If you need to file a claim, please contact one of our licensed insurance representatives who can guide you through the initial steps.
If our team is unavailable during business hours, you can contact our national claims department at 1-877-682-5246.
How do I cancel my policy?
If you need to cancel your policy after purchase, please contact one of our licensed insurance representatives for assistance.
You can find our contact information in your online client dashboard under the ‘Contact Us’ Section.
* Please note that our annual policies are one-year contracts. Cancelling before the end of the term may result in a cancellation fee.
How do I submit a complaint?
Please reach out to one of our licensed insurance representatives to discuss your concerns. We are available by phone or chat and can often resolve issues quickly,
You will find our contact details conveniently located in the “contact us” tab of your online client dashboard.
FA
What is the best way to contact a representative?
You can find our contact information in a few simple steps.
– log into your online client dashboard
– Click ‘Contact us’ – Here you will find our phone number, email address, and a live chat option.
How do I update my personal information?
You can update certain personal information through your one loner client dashboard. ** The log in link was emailed to you when you purchased your policy.
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Once signed in, click on ‘personal information’ from the left hand menu.
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From there you can update your email address, phone number, and password.
If you need to make additional changes, please contact our team of licensed representatives.
How do I make changes to my policy?
If you are looking to make changes to your policy, please reach out to our team of representatives for assistance.
You will find our contact details conveniently located in the “contact us” tab of your online client dashboard.
How do I reset my password?
If you’ve forgotten your password, click the ‘forgot password’ button, then select ‘send me an email.’
Follow the instructions in the email to reset your password.
Please note the reset link will expire in 30 minutes, so it’s best to complete the process when you have time to do so.
QHow do I access my client dashboard and find my documents?
To access your client dashboard, use the login link that was emailed to you when you purchased your policy. We recommend saving the link for future reference.
Once you are signed in, click the ‘details’ tab, then ‘Documents.’
How do I set up my online account after purchase?
After completing your policy purchase online, you will receive an email from us:
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Click ‘Activate your dashboard’ within 24 hours to review your policy documents and manage your coverage and services.
I missed a payment, what should I do? (Annual Property Policy)
** Please Note **
These payment details only apply if your policy number is in this format: E00********
If your policy number is this format: AF-***-**** please see Month-to-Month Tenant policy details.
————————————————————————————
If a payment was missed for a reason other than insufficient funds – such as a lost of stolen card – we will not attempt the payment again. You will need to make the payment manually.
If the payment was missed due to non sufficient funds, we will automatically try again in seven days. No action is needed unless the second attempt also fails. If that does happen, don’t worry – you’ll just need to make the manual payment.
** Please note that each time a payment is missed due to non sufficient funds, a $25 fee will be added to the following months payment.
You can make the manual payment in two ways:
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Log into your client dashboard – Click “make payment.”
2. Call one of our representatives, who can assist you over the phone. Please note, you will need to provide the credit card details during the call.
From the dashboard click “contact us” for our phone number, email, and a live chat option.
How do I update my payment information? (Annual Property Policy)
After logging into your online client dashboard, you can update your payment details in a few simple steps.
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Click the billing and payments tab on the left-hand side
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Click the little pencil icon or the edit button to update your banking information.
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From here you can also change the day your payments come out each month. Please note, it can take 1-2 business days to have the information updated. If you are changing the details close to the next draw date, the new information might not apply to the upcoming payment.
Please contact our team if you have any additional questions. We are always happy to help.
I made a payment, why is it not showing in my online dashboard? (Annual Property Policy)
When you make a payment, it won’t show up in your online dashboard right away. The system updates overnight, so you’ll see it there the next day.
If you happen to make an extra payment by mistake, no worries—it will automatically be applied to your next month’s bill.
Example:
Say you pay for your home or auto policy on August 1st. You set up your account, check your dashboard, and don’t see the payment yet. Thinking it didn’t go through, you make another one. In this case, you’ll now have two payments applied. That just means you won’t be charged again until the third billing cycle (in this example, October).
If you have any questions or need help, feel free to reach out to our team anytime!
Auto Insurance FAQs
Policy number format A********* OR E000******
How do I file a claim?
If you need to file a claim, please contact one of our licensed insurance representatives who can guide you through the initial steps.
If our team is unavailable during business hours, you can contact our national claims department 1-877-682-5246
For assistance outside of business hours, please contact our after hours claims department. 1-877-565-2222
How do I cancel my policy?
If you need to cancel your policy after purchase, please contact one of our licensed insurance representatives for assistance.
You can find our contact information in your online client dashboard under the ‘Contact Us’ Section.
How do I submit a complaint?
Please reach out to one of our licensed insurance representatives to discuss your concerns. We are available by phone or chat and can often resolve issues quickly,
You will find our contact details conveniently located in the “contact us” tab of your online client dashboard.
FA
What is the best way to contact a representative?
You can find our contact information in a few simple steps.
– log into your online client dashboard
– Click ‘Contact us’ – Here you will find our phone number, email address, and a live chat option.
How do I update my personal information?
You can update certain personal information through your one loner client dashboard. ** The log in link was emailed to you when you purchased your policy.
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Once signed in, click on ‘personal information’ from the left hand menu.
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From there you can update your email address, phone number, and password.
If you need to make additional changes, please contact our team of licensed representatives.
How do I make changes to my policy?
If you are looking to make changes to your policy, please reach out to our team of representatives for assistance.
You will find our contact details conveniently located in the “contact us” tab of your online client dashboard.
How do I reset my password?
If you’ve forgotten your password, click the ‘forgot password’ button, then select ‘send me an email.’
Follow the instructions in the email to reset your password.
Please note the reset link will expire in 30 minutes, so it’s best to complete the process when you have time to do so.
QHow do I access my client dashboard and find my documents?
To access your client dashboard, use the login link that was emailed to you when you purchased your policy. We recommend saving the link for future reference.
Once you are signed in, click the ‘details’ tab, then ‘Documents.’
How do I set up my online account after purchase?
After completing your policy purchase online, you will receive an email from us:
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Click ‘Activate your dashboard’ within 24 hours to review your policy documents and manage your coverage and services.
I missed a payment, what should I do?
** Please Note **
These payment details only apply if your policy number is in this format: E00********
If your policy number is this format: AF-***-**** please see Month-to-Month Tenant policy details.
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If a payment was missed for a reason other than insufficient funds – such as a lost of stolen card – we will not attempt the payment again. You will need to make the payment manually.
If the payment was missed due to non sufficient funds, we will automatically try again in seven days. No action is needed unless the second attempt also fails. If that does happen, don’t worry – you’ll just need to make the manual payment.
** Please note that each time a payment is missed due to non sufficient funds, a $25 fee will be added to the following months payment.
You can make the manual payment in two ways:
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Log into your client dashboard – Click “make payment.”
2. Call one of our representatives, who can assist you over the phone. Please note, you will need to provide the credit card details during the call.
From the dashboard click “contact us” for our phone number, email, and a live chat option.
How do I update my payment information?
After logging into your online client dashboard, you can update your payment details in a few simple steps.
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Click the billing and payments tab on the left-hand side
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Click the little pencil icon or the edit button to update your banking information.
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From here you can also change the day your payments come out each month. Please note, it can take 1-2 business days to have the information updated. If you are changing the details close to the next draw date, the new information might not apply to the upcoming payment.
Please contact our team if you have any additional questions. We are always happy to help.
I made a payment, why is it not showing in my online dashboard?
When you make a payment, it won’t show up in your online dashboard right away. The system updates overnight, so you’ll see it there the next day.
If you happen to make an extra payment by mistake, no worries—it will automatically be applied to your next month’s bill.
Example:
Say you pay for your home or auto policy on August 1st. You set up your account, check your dashboard, and don’t see the payment yet. Thinking it didn’t go through, you make another one. In this case, you’ll now have two payments applied. That just means you won’t be charged again until the third billing cycle (in this example, October).
If you have any questions or need help, feel free to reach out to our team anytime!