Learn & Plan

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
• Email Preferences
• Registering or Unregistering an Account
• Account Information
• Payments
• Payment Methods
• Automatic Payments
• Billing Statements
• Fees

Registration

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What policies can I pay with Online Billing?

The following policies can be paid online:

• Auto
• Boat
• Camper/Trailer
• Condominium
• Homeowners
• Mobile/Manufactured Home
• Motor Home
• Motorcycle
• Renters
• Snowmobile
• Umbrella
• Business Auto
• Business Key Package

• Businessowners
• Commercial Property
• Commercial Umbrella
• Contractors Package
• Crime
• Employee Benefits Liability
• Farm & Ranch
• General Liability
• Inland Marine
• Liquor Liability
• Non-Profit Directors and Officers Liability
• Workers Compensation

How do I register for Online Billing through American Family Insurance?

You can register for Online Billing after enrolling in My Account. The process takes less than five minutes. You will need your most recent insurance bill with your account number and only one policy number. The policy number helps verify that the account is valid.

Do I have to enter registration information each time I login?

Registration information is only entered the first time an account is set up on Online Billing. After that, you can access Online Billing from the My Account Overview page, by entering your user ID and password. Then, click “Go to Online Billing.”

Is the Online Billing system available in Spanish?

Yes. The Online Billing system is available in English and Spanish.

Will I still receive paper bills?

Paper bills will not be mailed once you are registered for Online Billing. You will receive an email notifying you that your bill can be viewed on our Web site at www.amfam.com.

In place of receiving a paper bill, you can now print a copy of your bill. After registering for Online Billing, click “Billing Account Summary” on the left navigation bar to display the Billing Account Summary page. Click “View Bill” under the Quick Links column for the billing account you would like to view. Select the Print icon on your toolbar to print a copy of your bill.

Can I pay my current paper bill I received via the U.S. Mail online?

Your current paper bill can be paid through Online Billing.

Do I have to set up a checking/savings account and debit/credit card for payment when I register?

You may wait to set up a payment method until you pay your bill.

Email Preferences

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What are email preferences?

Email preferences are optional emails you can elect to receive.

• Due Date Reminder - If you have not already scheduled a payment, this optional email reminds you that your payment is due in a certain number of days. You can choose to receive the reminder from 1 – 7 days before the account due date.

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

If your email has changed and you haven’t updated it, you won’t receive any emails from American Family Insurance 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:

• American_Family_Web@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.

Registing or Unregistering an Account

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Can I have multiple billing accounts registered on one Online Billing account?

You can have multiple billing accounts registered on one Online Billing account. Once you have entered the information for one billing account in Online Billing, select “Register Another Billing Account” to add additional accounts. You will need to complete the following fields:

• Billing 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 billing accounts that I can have registered on one Online Billing account?

There is no limit to the number of billing accounts you can have registered on one Online Billing account.

How do I remove an account from Online Billing?

Once you access your account, select “Unregister Billing Account” on the left navigation bar. Unregistering your Online Billing account will not cancel your insurance coverage. It will only change the status of your Online Billing account.

What happens when I unregister an account from Online Billing?

When you unregister an account from Online Billing, all payments scheduled to be made will be deleted immediately and any automatic payments will be stopped. You will no longer be able to view, receive, or pay your bills online for unregistered accounts. You will receive your next bill through the U.S. Mail and may be subject to a monthly fee.

How will I know that an account has been unregistered?

Your request to unregister an account will be verified and confirmed. In addition, your account will no longer appear on the Billing Account Summary page.

Account Information

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How current is the Online Billing account information?

Your policy information is updated on the Billing Account Summary page whenever a policy change is made. However, a policy change cannot be reflected on your bill until the next bill that is available after the policy change was made.

Will I be able to see activity for inactive accounts?

You will not be able to see activity for inactive accounts. Once an account goes inactive it is unregistered from Online Billing.

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. Choose an account number and click “Pay This Account” on the Billing Account Summary page. You can also select “Make a Payment” on the left navigation bar and click “Pay This Account.” Either of these choices will take you to the Enter Payment Information page where you can choose your payment amount, method of payment and date your payment will be made.

When will my payment be reflected?

In most cases, payments and policy cancellations will be reflected in your minimum amount due and account balance within one business day. Please allow up to three business days for payments to be reflected around holidays.

Is every payment I make displayed on the Web site?

All successful, deleted, returned or currently scheduled Online Billing payments that have been made since your most recent bill are shown on the Make a Payment page.

Where can I see a history of Online Billing payments I have scheduled?

After scheduling a payment, you can view its details on the View/Edit Payments page. This page contains all of the payments that have been made in the last six months through Online Billing that were successful, deleted, returned, scheduled or unsuccessful.

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

Each time you pay your bill you can pay the minimum amount due, account balance 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?

You can pay using your debit/credit card. American Family Insurance accepts MasterCard and Visa.

What is the minimum amount due?

The minimum amount due is usually one month of premium, plus any applicable fees. You must pay at least the minimum amount due on your bill to continue your insurance coverage without interruption.

What is the account balance?

The account balance is the total balance owed on an account. Online Billing accepts up to $50 over the account balance on active accounts.

Can I make changes to a payment once a payment is scheduled?

If you wish to make changes to a scheduled payment, select “View/Edit Payments” on the left navigation bar and click “Edit” under the Quick Links column.

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.

Payment Methods

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What can I use to pay my bill?

A U.S. checking/savings account and/or MasterCard or Visa debit/credit card can be used to pay your bill online. Payments must be made in U.S. dollars.

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. If you wish to schedule a payment, select “Make a Payment” on the left navigation bar and click “Pay This Account” under the Quick Links column.

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).

Can I change or cancel a payment I scheduled?

If you wish to change or cancel a scheduled payment, select “View/Edit Payments” on the left navigation bar. Under the Quick Links column, click “Edit” or “Delete” next to the scheduled payment you would like to change or cancel.

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

If you wish to revise your checking/savings account or your debit/credit card payment method, select "View/Edit Payment Methods" on the left navigation bar. Under the Quick Links column, click "Edit" next to the payment method you would like to revise.

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

You can delete a payment method. To do so, select "View/Edit Payment Methods" on the left navigation bar. Under the Quick Links column, click "Delete" next to the payment method you would like to delete. You will be asked if you want to delete the payment method, resulting in any scheduled payments to also be deleted and not applied to your account. Click "Delete Payment Method" to delete the payment method.

What is a Checking/Savings Account Authorization Agreement?

This is an agreement you ‘sign’ using your My Account 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.

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 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 or Billing Account Summary pages.

What happens if the amount due changes?

If the amount due changes from one month to the next, you will receive 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 set up automatic payments, we suggest that you regularly log in 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 emails we send.

We recommend you regularly check the View/Edit Payments 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?

If you wish to change the amount or date of your scheduled automatic payment, select “View/Edit Payments” on the left navigation bar. Click “Edit” under the Quick Links column for the billing account that you would like to change. Only your scheduled payment amount, payment method and/or payment date can be modified. Your automatic payment process will continue.

Can I change or cancel the automatic payment option once a payment has been scheduled?

You can change or cancel the automatic payment option by clicking either “Edit” or “Stop” under the Quick Links column on the Automatic Payments page. If a payment was scheduled prior to the change or cancellation of the automatic payment option, the scheduled payment will be made unless you change or cancel it. Go to the View/Edit Payments page and click “Edit” or “Delete” under the Quick Links column to change or cancel your next scheduled payment.

Billing Statements

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Can I view my previous bills through Online Billing?

Not at this time. The Online Billing system currently displays your most recent bill.

Can I view my online bill in Spanish?

Yes. The first step is to contact your agent to be set up to receive paper bills in Spanish. Then, once you register for Online Billing, you can view your future online bills in Spanish. At that point, paper bills will no longer be available.

How do I print a copy of my online bill?

Click “Billing Account Summary” on the left navigation bar to display the Billing Account Summary page. Click “View Bill” under the Quick Links column for the billing account you would like to view. Select the Print icon on your toolbar to print a copy of your bill.

Fees

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What is an Administration Fee?

It is a monthly fee, which varies by state, and is charged whenever a payment for less than the account balance 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 a payment for less than the account balance 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 amount due 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 account balance 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.