Manage Your Policy – Online Account FAQs

If you have a question not addressed in these FAQs, contact us.

Billing and Payment Questions

1. Can I change the payment plan I selected when I bought my policy?

Yes, you can change your pay plan by selecting Change My Pay Plan on any page in your online account. If your mortgage company pays your homeowners insurance premiums, we recommend checking with them first. Note, this feature may not be available yet in all states, for all types of policies. You may also contact us or your agent for help with changing your pay plan.

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2. Can I get my bills delivered electronically, through email?

Yes! You can sign up for eDocs online. Just log in to your online account. Once you sign up, we'll email you your bills and policy declaration pages and hopefully, save a tree in the process. Please note, eDocument delivery is not available yet in all states for all types of policies.

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3. Can I store my bank account or credit card information on your site?

We do not store your bank account or credit card information online for your security. All payment information is encrypted for safety. It is deleted once your online payment is made. Why not sign up for AutoPay (EFT) if you want to use the same bank account for your payments? You'll never have to worry about paying your bill again!

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4. Can I view or print my bill?

Of course! You can view and print your bill from either the Billing page or the Documents page in your online account.

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5. How can I pay my bill?

We offer several different ways to pay your bill:

• Online by clicking on any of the Make Payment buttons or Make a Payment links on any page.
• With AutoPay (EFT) - scheduled payments will be automatically deducted from your bank account. Sign up now and save money on service charges and postage!
• By Mail - send your check and payment stub in the envelope we provided or, print out a copy of your bill from the Documents page in your online account and mail it to us. Don't forget to write your policy number on the check! Please allow at least 5 business days for your payment to process.


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6. How can I update my Mortgagee address?

Please contact us or your agent to request Mortgagee changes.

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7. How long does it take for an online payment to hit my account?

Electronic payments made before 5 pm EST on a regular business day will post to your account that day. Electronic payments made after 5 pm EST or during a non-business day/holiday will post to your account on the following business day. A temporary hold for a small amount may be placed on your credit card until the actual payment is processed. But don't worry, this is part of the CVV (Card Verification Value code) validation process for credit card payments. Rest assured, this hold will be released within 2-3 days of your payment being posted.

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8. I recently made a change to my policy but I haven't received a new bill. What should I do?

Changes to your policy do not always impact your premium. If you do not use our AutoPay (EFT) program, you should pay the minimum due amount seen on the Billing screen in your online account or on your bill. If you're enrolled in AutoPay (EFT), your regular withdrawal will be taken from your account. Any changes will be reflected in your next bill or withdrawal notice.

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9. My policy is cancelled. Can I pay my remaining balance online?

 Yes, you can submit a payment on a cancelled or expired policy through your online account or here. If you are seeking reinstatement for a non-payment cancellation, please contact us or your agent.

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10. What type of payments do you accept online?

We accept electronic withdrawals from your checking or savings account. We also accept Visa, MasterCard and Discover. We do not accept withdrawals from Money Market accounts.

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Claims Questions

1. Can I view and print my claim documents?

You can view and print your claim documents from the Claims or Documents pages in your online account.

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2. How do I report a Claim?

No worries, you can report your claim 24/7 by selecting Report a Claim Online from any page or by calling your agent. You can always contact us directly too.

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Document Questions

1. Can I get my documents delivered electronically, through email?

Yes!  You can sign up for eDocs online. Just log in to your online account and select the Enroll in eDocs link. Once you sign up, we'll email you your bills and policy declaration pages and hopefully, save a tree in the process. Please note, eDocument delivery is not available yet in all states for all types of policies.

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2. Can I view or print my policy?

You can view and print your policy documents on the Documents page in your online account.

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3. I lost my ID card. How do I get a new one?

Getting a new ID card is easy! In fact, you can do it yourself online in just a few minutes. Here’s how to get a replacement

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4. I’m a new customer (or have a policy renewing soon) and haven’t yet received my ID card. Do I need to request one?

No. ID cards are automatically sent in the mail to all new and renewing customers.

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5. What do I do if the document I want to print is not listed?

Please contact us or call your agent if you cannot find the document you're looking for. If you are looking for confirmation of a recent policy change, it may take a few days for a policy change to become available online.

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6. What type of documents can I view or print?

You can view and print:

1. Policy Documents: Policy declaration pages and other policy correspondence
2. Billing Documents: Bills, non-payment notifications, rescission notices, and AutoPay (EFT) related documents.
3. Claim Documents: Letters and notices we have sent about any of your reported claims.

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7. Why am I unable to download my document?

You can access your documents via desktop PC if you are unable to view or download from your phone. We are in the process of upgrading our systems to support additional devices.

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General Questions

1. Can I get my documents delivered electronically, through email?

Yes! You can sign up for eDocument delivery online. Just log in to your online account. Look for the Enroll in eDocs link. Once you sign up, we'll email you your bills and policy declaration pages and hopefully, save a tree in the process. Please note, eDocument delivery is not available yet in all states for all types of policies.

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2. How do I add a policy to my online account? What if it's written by another one of the Plymouth Rock Group of Companies?

All you need is one password to view all of your Plymouth Rock insurance policies, provided they are written under the same Named Insured or Spouse. Just select, Don't see all of your policies...? from any page or go to My Profile, Registered Policies and select, Add a policy.

New England customers:
Plymouth Rock Assurance Corporation underwrites automobile insurance in Massachusetts and Connecticut and is not financially responsible for policies written by Bunker Hill Insurance. Bunker Hill Insurance underwrites home insurance in Massachusetts and Connecticut and is not financially responsible for policies written by Plymouth Rock Assurance Corporation.

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3. How do I cancel my online account access?

Say it isn't so! You can cancel your online policy access by selecting My Profile. If you have more than one policy registered, you can cancel your access to some or all of them. To cancel access to an individual policy, select Delete this policy next to the policy number. Select Disable account if you have more than one policy registered and want to cancel online access to all of them. Cancelling your online access will not impact your policy status. You can continue to make online payments by using QuickPay.

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4. How do I change my email address?

To change your online account email or your eDocument email, select My Profile, then select Change Email. Personal Auto customers can use different emails for online account access and eDocuments. Homeowner customers must use the same email address for both online account access and eDocuments.

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5. How do I change my password?

Select, Change my Password from any page or go to My Profile, then go to Password and select, Change Password. Your new password must be different than your old password, must be at least 7 characters long, and must be a mix of numbers and letters. Passwords are case-sensitive, which means that you need to type in upper and lower case letters exactly the same way each time.

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6. How do I change my security questions?

Select My Profile, go to Security Questions, then select, Change Questions.

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7. I have more than one policy with Plymouth Rock. How do I sign them all up for eDocuments?

It's easy! Select eDocument delivery for each of your policies by logging in to your online account. Look for the Enroll in eDocs link on any page. If you haven't added your other policies to your online account, you can do that in My Profile. Note, eDocuments may not be available yet in all states, for all types of policies.

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8. I'm buying a car and need proof of insurance. What do I do?

In Massachusetts, all you need is your registration as proof of insurance. In New Jersey, you can print a copy of your policy from the Documents page in your online account. For additional proof of insurance, please contact your agent or give us a call.

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9. Is my information safe?

Absolutely! All of the information displayed while logged in is encrypted. Email messages that we send you are authenticated using both encryption and a digital signature. All of your financial information is masked for your protection.

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10. What can I do online?

You can do all this and more:

Make a payment
View and print bills and policy documents
Report and track your claim
Sign up for AutoPay (EFT)*
Change your address, garaging location or pay plan*
Enroll in eDocuments to receive bills and documents by email*
*availability varies based on your state and type of insurance policy

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11. What policy changes can I make online?

You can change your address, garaging location and bill plan. You can also sign up for AutoPay (EFT) and eDocument delivery, depending upon your state and type of policy. To see if you are eligible, please log in to your account.

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12. Why can't I change my preferences for all of my policies?

Preferences can vary by the company and type of insurance policy. Select one policy at a time to update your preferences.

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13. Why can't I download my document?

You can access your documents via desktop PC if you are unable to view or download from your mobile device. We are in the process of upgrading our systems to support additional devices.

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14. Will you sell my personal information?

Of course not! We would never sell your information. You can find our complete privacy policy here.

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Policy Questions

1. Do I have enough coverage?

You may be required to carry specific policy coverage limits if your car is leased or financed. Check with your leasing or finance company for their minimum coverage requirements. If you have an Umbrella (also known as Personal Catastrophe or Excess) policy, you’re required to carry specific coverage limits on your underlying policies, like Personal Auto or Homeowners. If you are unsure about whether or not you have the right amount of coverage, you can contact your agent or give us a call.

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2. Do you offer an Umbrella Policy?

Give us a call and we can walk you through available options to protect your assets.

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3. I don't understand my coverages. What do they mean?

We recommend you call us or your agent to assist you in not only understanding your coverages but also to make sure you have the coverage you need to protect yourself, your loved ones and your belongings.

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4. If I rent a car on vacation, do I need to buy the rental agency insurance?

Great question! The first step is to check your auto insurance policy to confirm what coverage you have. If you or another named insured is driving a car listed on your Plymouth Rock policy, the coverages from that policy extend to the rental car. If you insure multiple cars with us and one car has more coverage than the other, we would extend the maximum coverage you have on any of your insured cars to your rental. Depending on the state you live in, household members insured on your Plymouth Rock policy may also be covered. You can always contact us to confirm coverage before you rent a car.

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5. What discounts do you offer?

Click here to see our Auto discounts or here for our Homeowner's discounts.

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