✍️Mortgage company calls in needing to add themselves to a policy 
✍️Customer needs more time to install the smart home devices but wants to make sure they do not lose the discount 
✍️Customer needs to add the spouse to the policy
✍️Customer needs to change billing method
✍️Customer needs to update contact information  (email, phone, mailing address )
✍️Customer wants to discuss what discounts are available
✍️Customer needs to add a 2nd mortgage
✍️Customer would like to go over their billing (next payment, amount due, payment options available)
✍️Reinstating a cancelled policy
✍️Discussing the Smart Home Program 

Refunds

Refunds are processed in the order that they are received and therefore can take up to 30 days to process.  By default, refunds are issued in the same method that payment was received. Review the past charges section on the billing page to determine how a refund will be issued.

Refund Time Frames
Checks:

Regular Mail: 7-15 Business days.
Expedited Mail: 3-5 Business days.
Overnight Mail: 1-2 Business days.

NOTE:
- Mail time frames are approximate and rely on the postal office/mail carrier.
- Escrow/Check payments must clear for 1 week before funds are eligible to be refunded.
 
Credit Card: 5-10 Business days is the standard timeframe. However, once we process the refund it will be dependent upon the card issuer or financial institution when those funds reflect on their end.
*Once a credit card refund has been issued, we CAN NOT undo/stop the refund.
 
ACH: 5-10 Business days is the standard timeframe. However, once we process the refund it will be dependent upon the card issuer or financial institution when those funds reflect on their end.

👨‍💻Fun Facts:

📞If a customer would like a check instead of it going back to the card or ACH, a follow-up can be made to billing.

📞A refund can NOT be issued to a different ACH or CC that was never charged.

📞An ACH cannot be partially refunded unless a refund is due from a cancellation or overpayment.

📞CC and ACH refunds CANNOT be reversed – in the event a refund is processed to a card that is canceled or expired, the financial institution of the card will be responsible for returning the funds to the customer. The customer can reach out to the financial institution for processing time. Once the refund is processed it is out of our hands.

📞If there are two different payment methods (ie: CC and escrow) the refund will process to the CC/ACH first, then any remaining refund due will be issued as a check.

📞ACH charges that are over 180 days old will be refunded as a check.
A refund can still go back to a CC or ACH even if the banking information is removed.

📞Check refunds will not be processed until after 5 business days from when the check was received- this allows time for the check to clear. This also includes refunds to a CC or ACH for duplicate payments or overpayments.

📞All stop-pay and refund reissue requests will be subject to a 30-day waiting period. 
           i.e.: If the refund was issued on 10/20/2022 and the customer requested it to be sent to a different address after the refund has been processed, we will not place a stop pay or reissue until 11/20/2022. This allows time for the check to either be returned to us or gives USPS time to forward it to the correct party - saving us money from the stop-pay fee.


👨‍💻Who will a check refund be made out to? 

📞The refund will default to the named insured(s) or if requested it can be sent to the lender

📞Canceled policies: If there is a named insured and a second named insured, we are legally obligated to make a refund to both names on the policy. NO EXCEPTIONS WILL BE MADE. 

📞Alternatively, we can issue the check back to the lender ON FILE. If the customer states, there is a different lender it defaults back to both insureds on file

📞Death of the Insured: With the correct documentation we can make the refund out to “The Estate of...". 
We will require:

the death certificate
executorship documentation
and/or estate documents.