Customer Service FAQ's (Frequently Asked Questions)

• Question: How do I make changes to my insurance policy?

• Question: When is my bill due or how much is due this month?

• Question: Why did my rate increase/decrease?

• Question: Why did my policy cancel?

• Question: How do I request to cancel my insurance policy?

• Question: How do I get a quote for making a change to my policy?

• Question: How do I obtain proof of insurance?

• Question: How do I report a claim?

Question: How do I make changes to my insurance policy?

Answer: See information below for how to request specific changes. Your changes may not be processed if your policy is not in force at the time that you request the change. If required information is not received with your request, your endorsement may not be processed. Policy changes can take as long as four to six (4-6) weeks to be processed, so do not be surprised if you do not receive paperwork for the changes immediately. If you receive a bill that reflects old information, you will still need to pay that bill.

For an address change, a correction, or a change of loss payee, additional insured, or mortgagee:
Your request can be submitted  in writing, signed by the Named Insured, via fax or mail; or by calling our Customer Service Center at (916) 485-1334 or (800) 486-1866.

For adding/changing/deleting . . .

. . . Vehicles: Your request needs to be submitted in writing. You may do this in your local office (a service fee may apply), or by mailing or faxing a written request to our Corporate office. Your request must have a date and the Named Insured's signature. The request must state what coverages you are requesting, and you must include a registration or sales contract if adding or changing vehicles. If you are deleting a vehicle, and you have an SR-22 filed with the Department of Motor Vehicles (DMV), you must show proof that you no longer own the vehicle. This can be in the form of a Release of Liability or a Certificate of Non-Operation. Your insurance company may need photos and/or an inspection of your vehicle and may require a down payment. Please call our Customer Service Call Center at (916) 485-1334 or (800) 486-1866 to find out if your insurance company will require photos, an inspection, or a down payment

. . . Coverages: Your request needs to be submitted in writing. You may do this in your local office (a service fee may apply), or by mailing or faxing a written request to our Corporate office. Your request must have a date and the Named Insured's signature on it, and it must state what coverages you are requesting to add/change/delete. If you are deleting Uninsured Motorist coverage, you will need to sign an Uninsured Motorist Waiver. This form is available by calling our Customer Service Call Center at (916) 485-1334 or (800) 486-1866 or by visiting your local office. If you are adding Uninsured Motorist or Comprehensive and Collision coverages, your insurance company may need photos and/or an inspection of your vehicle. If you are adding any coverage, your insurance company may require a down payment. Please call our Customer Service Call Center to find out if your insurance company will require photos, an inspection, or a down payment.

. . . Drivers: Your request needs to be submitted in writing. You may do this in your local office (a service fee may apply), or by mailing or faxing a written request to our Corporate office. Your request must have a date and the Named Insured's signature on it, and it must state the change requested. If a driver is being added, a copy of their California Driver License must be submitted. If a driver is being deleted, a Driver Exclusion form must be signed. This form is available by calling our Customer Service Call Center at (916) 485-1334 or (800) 486-1866, or by visiting your local office. If a name change is being requested, a copy of the name change, a California Driver License, or a Marriage Certificate will be required.

Question: When is my bill due or how much is due this month?

Answer: This information can be obtained from your actual bill, or directly from your insurance company's automated system or website, if one is offered. Please click HERE for a list of insurance companies . If you are unable to locate this information, please contact our Customer Service Call Center at (916)485-1334 or (800) 486-1866. Be sure to write your policy number on your actual check or money order when you mail it out.

Question: Why did my rate increase/decrease?

Answer: There are many reasons for a rate increase or decrease. If you have moved, you may have moved into an area with higher or lower rates. Any changes to your policy may result in an increase or decrease, including adding or deleting drivers, adding or deleting vehicles, and any changes to coverage. Insurance companies also have periodic rate changes that may increase or decrease your premium. For specific information regarding your policy, please call our Customer Service Call Center at (916)485-1334 or (800)486-1866.

Question: Why did my policy cancel?

Answer: Insurance policies often cancel for non-payment. Check to make sure if you have paid your recent bill. If you have a monthly policy, you should be making a payment every 30-31 days, even if you do not receive a bill. Insurance policies can also cancel for lack of information. If your insurance company has requested that you provide them with information (for example, a California Driver License, Vehicle Registration, etc), be sure that you get that information to them before the due date, or your policy will cancel. Once your policy has cancelled, it can often be reinstated if you act quickly. Please call our Customer Service Call Center at (916) 485-1334 or (800) 486-1866 to see if your policy can be reinstated.

Question: How do I request to cancel my insurance policy?

Answer: Please contact our Customer Service Department at         (800) 486-1866 or (916) 485-1334 for options/instructions on how to cancel your policy.  You may also visit any of our offices to complete your request.

Question: How do I get a quote for making a change to my policy?

Answer: Please call our Customer Service Call Center at (916) 485-1334 or (800) 486-1866 to obtain policy change quotes. If you would like to obtain a quote to add a driver, please have the driver's date of birth, gender, marital status, and years licensed available. If you would like to obtain a quote to add or change a vehicle, please have the year, make, and model available. The quote will be more accurate if you are also able to supply us with the number of cylinders, number of doors, and the Vehicle Identification Number (VIN#). You will also need to let us know what type of coverage you require on the vehicle. Some quotes will be available immediately and some will require a call-back.

Question: How do I obtain proof of insurance?

Answer: Your individual insurance company should keep you supplied with proof of insurance. If you need proof of insurance, and it is not urgent, please call our Customer Service Call Center at (916) 485-1334 or (800) 486-1866 and we will arrange for proof of insurance to be mailed to you. If you need proof of insurance immediately, please go to your local office. They will be able to give you proof of insurance (a service fee may apply) as long as your policy is current.

Question: How do I report a claim?

Answer: Some insurance companies require you to call their claims department directly and immediately. Often, this phone number will be printed on the back of your insurance Identification Card. Some insurance companies require our office to fill out a preliminary report for you. If our office takes a report, you can expect a Claims Adjuster from your insurance company to contact you within 72 working hours. Please call our Customer Service Call Center at (916) 485-1334 or (800) 486-1866. Please be sure to have your policy number ready.