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American Family Insurance currently serves 18 states; however, not all products are available in all states.
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Billing FAQs - Online Billing

Please use the questions and answers below to help guide you through American Family Insurance Online Billing.

The questions are categorized by topic:

Registration

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Email Preferences

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  • What are email preferences?

    • Email preferences are optional emails you can elect to receive.

      •  Confirmation of Scheduled Payment - Includes the amount of your payment and the date you requested the payment to be made. You will receive this email the next calendar day following your payment request.

      •  Due Date Approaching – If you have not already scheduled a payment, this email reminds you that your payment is due in a certain number of days. We suggest you select 1 - 5 days before the account due date to receive this email.

      •  Modify Scheduled Payment - Describes changes you made to either your previously scheduled payment amount, payment method or the date your payment was scheduled to be made. You will receive this email the next calendar day following your change to a scheduled payment.

      •  Payment Successful - Informs you that the payment you requested was successfully transmitted. You will receive this email the next business day following the successful transmission.

  • My email has changed. What will happen if I do not change it before my next bill is available?

    • If your email address has changed and you haven't updated it, you won't receive any emails from us about your billing account(s). However, you are still responsible for paying at least the minimum amount due on your account. Regardless of whether you receive a bill online or any email reminders, payments must be received by the specified due date to prevent any interruption in coverage.

      If you do not receive regular monthly emails from American Family Insurance, we suggest that you login to My Account to check the status of your account. Please verify that your email is correct on the Profile page. You can edit your email under the Contact Information section.

  • I am not receiving emails from American Family Insurance. Why not?

    • It could be because your Internet Service Provider (ISP) or email provider is mistakenly filtering American Family Insurance email as “spam.” The amount of unsolicited emails or “spam” that we all receive continues to grow. As a result, more ISPs and email providers are using filtering systems to keep these unwanted emails out of customers' inboxes. These filtering systems sometimes mistakenly block emails that you have requested to receive. In many cases, neither you nor the sender is notified that the email was not delivered.

      To make sure our emails are not filtered into your “junk” or “bulk” email folders, please add the following email addresses to your list of trusted senders or to your address book:

      AmFamOnlineBilling@amfam.com
      Customer_Care_Center@amfam.com

      If your ISP needs the domain from which we are emailing, it's amfam.com. You can also ask your ISP to “whitelist” American Family Insurance. A whitelist is a list of electronic addresses to which an anti-spam filter will not be applied.

      If you are still unable to receive our emails, please contact your ISP or email service provider for additional assistance.

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Activating or Deactivating an Account

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  • Can I have more than one Online Billing account?

    • You can have multiple accounts set up on Online Billing. Once you have registered one account in Online Billing, select “Activate New Account” on the left navigation bar to add additional accounts. You will need to complete the following fields:

      •  Account Number
      •  Policy Number

      This information can be found on your most recent paper bill for the account you would like to add.

  • Is there a maximum number of accounts that I can have?

    • There is no limit to the number of accounts you can have on Online Billing.

  • How do I remove an account from Online Billing?

    • Once you access your account, select “Deactivate Bill Account” on the left navigation bar. Deactivating your Online Billing account will not cancel your insurance coverage. It will only change the status of your Online Billing account to inactive. Your future bills will be sent via the U.S. Mail, not electronically, until you reactivate your Online Billing account.

  • How will I know that an account has been deactivated?

    • Your request to deactivate an account will be verified and confirmed. In addition, the status of your account will appear as inactive on the Account Summary page.

  • How do I reactivate my Online Billing account?

    • To reactivate your Online Billing account, login to Online Billing and select “Activate New Account” on the left navigation bar on the Account Summary page. You will then need to enter your billing account number and policy number. You will be prompted to verify both numbers. Once verified, an “Account Activated Confirmation” page will display. Your billing account is now active and you will receive your next bill online.

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Account Information

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  • How current is the Online Billing account information?

    • Online Billing account information is only updated on the Account Summary page when a new online bill is generated. Also, payments are not reflected on the Bill Summary page. To verify that a payment has been made, click your account number on the Account Summary page to display the Bill Summary page. Then select “Payment Summary” on the left navigation bar to display a list of your payments that have been successful, unsuccessful, canceled or are scheduled to be made.

  • Will I be able to see activity for inactive accounts?

    • You will be able to see the online activity of a deactivated account up to 24 months after deactivation.

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Payments

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  • How do I pay my bill?

    • Login to My Account, then select the Online Billing tab near the top of your page. Select an account number and click “Pay This Bill” on the Bill Summary page. You can also select “Make a Payment” on the left navigation bar. Either of these choices will take you to the Make a Payment page where you can choose your payment amount, method of payment and date your payment will be made.

  • Is every payment I make displayed on the Web site?

    • Only payments made using the Make a Payment function or the Automatic Payments function of Online Billing are shown on the Payment Summary page. Payments made via the U.S. Mail, Pay Now, Pay by Phone or at your agent's office are not displayed on the Web site.

  • Where can I see any payments I have scheduled?

    • After scheduling a payment, you can view its details on the Payment Summary page. This page contains all of the payments that have been made through Online Billing that were successful, unsuccessful, canceled or are currently scheduled.

  • Can I select a different payment amount each time I pay?

    • Each time you pay your bill you can make the minimum payment, optional payment, full payment or other amount. These options may vary depending upon where you are in the billing cycle.

  • Can I use a debit/credit card to pay my bill?

    • debit/credit cards can only be used to pay the full account balance.

  • What is a minimum payment?

    • The minimum payment is one month's premium. You must pay at least the minimum amount due on your bill to continue your insurance coverage without interruption.

  • Can I pay less than the minimum payment shown on the bill?

    • Any amount less than the minimum payment shown on the bill will not be accepted online. If you miss a due date and receive a bill for two months' premium, the two months' premium is the only amount that will be accepted online.

  • What is an optional payment?

    • It is the minimum amount due plus two additional months of premium. An optional payment may not always be available based upon where you are in the billing cycle.

  • What is a full payment?

    • It is the total amount due for an account at the time the bill is generated. Online Billing will only accept payments up to $50.00 over the full payment amount shown on your bill.

  • Can I make changes to a payment once a payment is scheduled to be made?

    • If you wish to make changes to a scheduled payment, select “Payment Summary” on the left navigation bar and click “Modify” under Actions.

  • Can I cancel a payment once a payment has been scheduled?

    • If you wish to cancel a scheduled payment, select “Payment Summary” on the left navigation bar and click “Cancel” under Actions. A payment must be canceled at least three business days before it is scheduled to be made.

  • What will happen if my payment is deducted from my checking/savings account, but my account does not have sufficient funds?

    • Your financial institution may choose to return the item and/or charge you a non-sufficient funds (NSF) fee. If the item is returned to us, we will reverse any credit given for the payment, charge a returned bank item (RBI) fee, and assess any other applicable fees or charges. In addition, you are still responsible for paying the minimum amount due on your account. Payments must be received by the specified due date to prevent any interruption in coverage.

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Payment Methods

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  • What can I use to pay my bill?

    • The following payment methods can be used to pay your bill online:

      •  U.S. Checking/Savings account
      •  debit/credit card (MasterCard or Visa)

      Payments must be made in U.S. dollars. You may add or delete a payment method as long as a payment has not been scheduled using that same payment method. You may choose a different payment method each time you pay your bill.

  • Do I have to pay my bill the same day I view it?

    • You may choose any date to pay your bill, from the time you receive an email stating your bill is available to view, up to the due date of your payment. Go to the Make a Payment page to choose your payment amount and date.

  • What is a scheduled payment?

    • It is the amount you have selected to be paid on a certain date using one of your payment methods (e.g., your checking/savings account or your debit/credit card).

  • Can I change or cancel a payment I scheduled to be made?

    • If you wish to change or cancel a scheduled payment, select "Payment Summary" on the left navigation bar. Under the Actions column, click “Modify” or “Cancel” next to the scheduled payment you would like to change or cancel. A payment must be canceled or modified at least three business days before it is scheduled to be processed, or the payment will proceed as originally scheduled.

  • How do I revise my checking/savings account or debit/credit card payment methods?

    • For security reasons, once a checking/savings account or debit/credit card payment method is entered and verified, it cannot be revised or edited. If you wish to revise a payment method, you must first delete the checking/savings account or debit/credit card payment method and then reenter it with your new information.

  • Can I delete a payment method? If so, how?

    • You can, as long as no payments are scheduled using the payment method you want to delete. If a payment is scheduled to be made, you must first cancel it on the Payment Summary page or wait for the payment to be made. Then, in order to delete the payment method, go to the Account Summary page and click on an account number. Select Payment Methods from the left navigation bar to bring up the Payment Methods page. Find the payment method you would like to delete. In the far right column under Actions, click "Delete." You will be asked to confirm that you want to delete a payment method. Click "Submit" to delete the payment method.

  • What is a Checking/Savings Account Authorization Agreement?

    • This is an agreement you ‘sign' using your user ID and password while setting up your checking/savings account as a payment method. The agreement authorizes American Family Insurance to electronically deduct a payment from your checking/savings account.

  • How do I obtain a copy of my Checking/Savings Account Authorization Agreement?

    • If you did not print a copy of the Authorization Agreement while setting up your checking/savings account payment method, you can contact your agent to obtain a copy.

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Automatic Payments

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  • What are automatic payments and how do they work?

    • Automatic payments allow you to pay your premium each month without the need to select a payment method or amount every time. For example, if your minimum payment is $50.00 each month, you could set up automatic payments to pay the minimum payment each month from your checking account. If an automatic payment is set up after an online bill has been generated, it won't take effect until your next bill. You must pay your current online bill using either the Make a Payment, Bill Summary, or Bill Detail pages.

  • What happens if the amount due changes?

    • If the amount due changes from one month to the next, we will send an email telling you the new amount that is scheduled to be made. However, your next automatic payment(s) will still proceed at the new amount.

      Even if you enroll for automatic payments, we suggest that you regularly login to Online Billing to check the status of your account. Please verify that your email is correct on the Profile page. We also suggest that you regularly take appropriate action to make sure your email box is not full so you may receive our emails.

      We recommend you regularly check the Payment Summary page to verify the exact amount and due date of your next scheduled automatic payment and make any adjustments, if needed. If an insurance coverage change is made after your online bill has already been generated for the month, you should pay at least the minimum amount due that is shown on your online bill to keep your coverage in force. The balance of any extra amount due or any credit/refund amount will be reflected on the following month's online bill.

  • Can I make changes to an automatic payment once a payment has been scheduled to be made?

    • If you wish to change the amount or date of your scheduled automatic payment, select “Payment Summary” on the left navigation bar. Click “Modify” under Actions for the scheduled payment you would like to change. Only your scheduled payment amount or your payment date will be modified. Your automatic payment process will continue.

  • Can I cancel an automatic payment once a payment has been scheduled to be made?

    • You can cancel an automatic payment that has been scheduled to be made by clicking “Cancel” under Actions on the Automatic Payments page. A payment must be canceled at least three business days before it is scheduled to be processed, or the payment will proceed as originally scheduled.

      Please note that if you received an online bill before the cancelation of your automatic payment, your next scheduled payment will be made unless you cancel it. Go to the Payment Summary page and click “Cancel” under Actions to cancel your next scheduled payment.

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Billing Notices

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Fees

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  • What is an Administration Fee?

    • It is a monthly fee, which varies by state, and is charged whenever less than the full payment is made. This fee is not charged to Online Billing customers and does not apply to Missouri customers.

  • What is a Premium Installment Charge?

    • A monthly charge that applies to customers in the state of Missouri only. Similar to the Administration Fee, it is charged whenever less than the full payment is made. This charge does not apply to Online Billing customers.

  • What is a Handling Fee?

    • It is a fee, which varies by state, and is charged when the minimum payment is not received by the due date. This fee applies to Online Billing customers.

  • What is a Returned Bank Item Fee?

    • It is a fee charged by American Family Insurance when your financial institution does not honor your check or electronic payment. This fee applies to Online Billing customers.

Please note a monthly Administration Fee is charged whenever paying less than the full payment and may vary by state. However, this fee is waived when paying your bill using Automated Funds Transfer (AFT) or Online Billing. A service fee is not charged to pay your bill over the phone or online.

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