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Customer Service FAQ Frequently asked Customer Service Questions

  • What is the difference between Building Coverage and Contents Coverage?

    Flood insurance protects two types of insurable property: building and contents. The first covers your building, the latter covers your possessions; neither covers the land they occupy. 

    Building coverage includes: 
    • The insured building and its foundation 
    • The electrical and plumbing system 
    • Central air conditioning equipment, furnaces, and water heaters 
    • Refrigerators, cooking stoves, and built-in appliances such as dishwashers 
    • Permanently installed carpeting over unfinished flooring 
     
    Contents coverage includes:
    • Clothing, furniture, and electronic equipment 
    • Curtains 
    • Portable and window air conditioners 
    • Portable microwaves and dishwashers 
    • Carpeting that is not already included in property coverage 
    • Clothing washers and dryers 
     
  • What exactly is a flood?

    Anywhere it rains, it can flood. A flood is a general and temporary condition where two or more acres of normally dry land or two or more properties are inundated by water or mudflow. Floods can result from many conditions: hurricanes, broken levees, outdated or clogged drainage systems and rapid accumulation of rainfall. 

    Just because you haven't experienced a flood in the past doesn't mean you won't in the future. Flood risk isn't just based on history; it's based on a multiple factors like rainfall, river-flow and tidal-surge data, topography, flood-control measures, and changes due to building and development. 

     

  • Is flood insurance included in standard homeowners insurance?

    No. 

  • How do I know if I'm at risk?

    Flooding can happen anywhere, but certain areas are especially prone to serious flooding. To help communities understand their risk, flood maps (Flood Insurance Rate Maps, FIRMs) have been created to show the locations of high-risk, moderate-to-low risk, and undetermined-risk areas. Here are the definitions for each:

    High-risk areas (Special Flood Hazard Area or SFHA)

    High-risk areas have at least a 1% annual chance of flooding, which equates to a 26% chance of flooding over the life of a 30-year mortgage. All homeowners in these areas with mortgages from federally regulated or insured lenders are required to buy flood insurance. They are shown on the flood maps as zones labeled with the letters A or V.

    Moderate-to-low risk areas (Non-Special Flood Hazard Area or NSFHA)
    In moderate-to-low risk areas, the risk of being flooded is reduced, but not completely removed. These areas are outside the 1% annual flood-risk floodplain areas, so flood insurance isn’t required, but it is recommended for all property owners and renters. They are shown on flood maps as zones labeled with the letters B, C or X (or a shaded X).

    Undetermined-risk areas
    No flood-hazard analysis has been conducted in these areas, but a flood risk still exists. Flood insurance rates reflect the uncertainty of the flood risk. These areas are labeled with the letter ‘D’ on the flood maps.

  • My daughter will be driving next year. When do I need to add her to my policy?
    All household members age 14 and older need to be listed on your automobile insurance policy. If the household member has a permit or drivers license we will list them as a driver. Premium will not be charged for household members who have a permit or are not licensed.
  • What methods do identity thieves employ?

    Theft of wallets and purses was once the most common way to obtain identity documents and account information. Today, identity thieves attack virtually every area of an individual's life, wherever personal information is stored or sent.

     
    These are among the most common methods:
    • Dumpster diving in trash bins for credit card statements, loan applications, and other documents containing names, addresses, account information, and SSNs
    • Stealing mail from unlocked mailboxes to get preapproved credit offers, credit cards, utility bills, bank and credit card statements, investment reports, insurance statements, benefits documents, and tax information
    • Impersonating a loan officer, employer, or landlord to get fraudulent access to credit files
    • Insider access to names, addresses, birth dates, and SSNs in personnel or customer files
    • Shoulder surfing at ATM machines and phone booths to capture PINs
    • Online sources of personal data, such as public records and fee-based information sites
  • What does my earthquake policy cover?

    Earthquake insurance covers your dwelling, personal property, additional living expenses, and loss of use. 

  • What do most boat insurance policies cover?

    Basic coverage usually includes damage from collision, storms, fire and lightning, whether in or out of the water. Some policies will cover medical costs, towing costs, wreck removal, and personal effects. Liability coverage is also available.

  • Do you offer a good student discount?
    Yes, we offer a good student discount for students attending an accredited high school or college full time (12 academic units for undergraduates; 9 academic units for graduate students). The student must achieve one of the following scholastic standings in the most recent grading period:
     
    • Upper 20% of class
    • Grade average of "B" or better
    • Numerical GPA of 3.0 or above
    • Deans List or Honor Roll
     
    To apply for the discount we need a copy of the grade transcript from the most recent grading period or a completed Good Student Discount application. This information will also be needed at each renewal to continue the discount.

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