‘Pending’ indicates that you have not yet purchased coverage, or the policy has not yet started.
Frequently Asked Questions
Got questions? We have answers!
For product-specific FAQs, please refer to the bottom of our product pages linked here.
Event Insurance
Vendor Insurance
Tenant Insurance
General Support FAQs
My policy status is “pending”, how do I change that status?
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 with 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 you may have!
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:
- Go to the Duuo home page and click ‘Login.’
2. Click on ‘Forgot Password.’
Check your email (including junk and spam folders) for an email from us with the next steps.
Payment FAQs
What name will appear on my credit card statement? *Update*
Please be advised that we have updated the name on your credit card statements. It will no longer show ‘Duuo Insurance Services Inc.’ Moving forward, you will see ‘Co-operators’ instead.
There is no change to your policy or coverage due to this adjustment.
Please let us know if you have any additional questions, and we will be happy to help.
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
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.
How do the monthly payments work? When will I be billed? *Tenant Insurance*
When you are ready to purchase your tenant insurance coverage, the first payment is taken at that time and covers the first month (or a partial month if you purchase midterm).
Since our coverage renews on the 1st of every month, our automated payment system will attempt to collect the premium for the upcoming policy on the last day of each month (at approximately 12:01 a.m. EST).
If the first payment is missed, our system will attempt a charge once every 72 hours, with a maximum of four attempts during the payment grace period. This means the payment is attempted on the last day of each month, then again on the 3rd, the 6th, and the final attempt on the 9th.
** Your coverage will not be interrupted as long as the premium is paid within the four-attempt grace period.
If required, please log into your online Duuo account to update the credit card that we have on file. Unfortunately, we cannot process a manual payment within the automated system.
Did my premium increase recently?
We recently completed a rate review and determined we needed to adjust our premiums, resulting in an increase for most customers.
Even if you have not personally filed a claim or changed your coverage, overall market factors in the insurance industry can impact rates and cause premium increases. Rate reviews and premium changes are common in the insurance industry and includes factors such as inflation, economic conditions, or claims trends. Since these factors can fluctuate and change over time, rates are reviewed periodically and increased if needed.
The review process ensures that our products are priced so that we can continue to offer the coverage and support our customers expect from us. Please note that Duuo policies can fluctuate from month to month. This is noted during the sign-up/purchase process.
Please contact us for any questions you may have.