FAQ > My Account, the Virtual Customer Service Representative (VCSR)
- I'm having trouble accessing my account. I keyed in my information but when I "submit", I receive a message - "At this time your customer record cannot be validated." Why is this happening?
- Why do you need all of that information for me to access my records?
- I've forgotten my user name and password. How can I access the my account?
- I tried to access my account with my policy number, but I was told that I have no active policies at this time. I don't think that's true. What do I do?
- On the page with all of my policy information (the Main Menu), I see that you don't have my correct name and/or address. How can I change those fields?
- Why can't I change some of the fields in the change of address form? I don't agree with some of the contents of the form.
- I tried to use the credit card renewal page, but I did not agree with the amount due on my policy. How can I resolve this discrepancy?
- I paid my policy renewal with a credit card, but when I returned to the Main Menu, my policy still showed an amount due. What should I do?
- I requested a faxed certificate and I have not yet received it. Where is my fax?
- I don't have an existing policy. How can I create one?
1. I'm having trouble accessing my account. I keyed in my information but when I "submit", I receive a message - "At this time your customer record cannot be validated." Why is this happening?
There are one of two reasons why this may occur. First, you may have to try re-keying your policy number without using the letter that precedes your policy number as well as the single digit that follows the dash at the end of your policy number.
For example, if your policy number is N 155789542-8, you would key in "155789542" as your policy number for our VCSR.
Second, we may not have collected the appropriate information from you. Feel free to contact us by phone (1-800-247-1500, 8AM-6PM, ET) to verify that your policy record includes your date of birth and social security number.
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2. Why do you need all of that information for me to access my records?
We collect the data requested in order to verify that the person who is trying to access your account is actually you. No other party will be able to access your account unless you have given them authority to do so along with your personal information.
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3. I've forgotten my user name and password. How can I access my account?
You'll need to call our toll-free line (1-800-247-1500, 8AM-6PM, ET) to receive your password to access your account. We will not send your user profile via e-mail at this time, because we can not sufficiently confirm the identity of the requestor. When you call we will ask specific questions to ascertain your identity, thereby protecting others' access of your personal information.
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4. I tried to access my account with my policy number, but I was told that I have no active policies at this time. I don't think that's true. What do I do?
You should contact us by e-mail or by phone (1-800-247-1500, 8AM-6PM, ET) to confirm coverage or begin a new policy, if you need to reactivate coverage.
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5. On the page with all of my policy information (the Main Menu), I see that you don't have my correct name and/or address. How can I change these fields?
You can make these types of corrections using our change of address form. Just scroll down that page, and you'll see an option to "Change my address."
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6. Why can't I change some of the fields in the change of address form? I don't agree with some of the contents of the form.
Some of the fields on the change of address page cannot be changed in your online account since they affect the rating or type of policy that has been issued to you. If a change is needed, we need to verify the information you provide to us, such as date of birth and your profession, and confirm by e-mail or by phone before your policy is updated. Please e-mail us if you have questions about your policy record.
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7. I tried to use the credit card renewal page, but I did not agree with the amount due on my policy. How can I resolve this discrepancy?
You should contact us by e-mail or by phone (1-800-247-1500, 8AM-6PM, ET) so that we can verify your amount due. If you would like to upgrade or downgrade your coverage, and pay a different amount due, we will need to make the appropriate change before we accept your payment.
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8. I paid my policy renewal with a credit card, but when I returned to the Main Menu, my policy still showed an amount due. What should I do?
Your credit card payment should post to your account within 60 seconds. If you do not see your payment reflected on your account, you may want to wait 60 seconds and then click on the "Refresh" or "Reload" button on your browser. If you still do not see your credit card payment go through (your amount due should equal "$0"), contact us by e-mail or by phone (1-800-247-1500, 8AM-6PM, ET).
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9. I requested a faxed certificate and I have not yet received it. Where is my fax?
Typically, you should receive your fax within 10 minutes of your request, although it can take longer during peak times. If you do not receive your fax within 1 hour, you can certainly try again, or contact us by e-mail or by phone (1-800-247-1500, 8AM-6PM, ET) to check on the status of your request. You may want to check your fax, printer or modem connection as well.
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10. I don't have an existing policy. How can I create one?
If you would like to initiate coverage, you can do so by returning to our home page and selecting the appropriate product. In many cases, you can apply for coverage on-line.
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