Learn & Plan

View Your Policies

expand

Why are my policies not showing up after I log in to My Account?

Enrollment in My Account establishes your identity and associates you with your American Family Insurance policies. Once enrolled, your policies are displayed. If you don’t see a policy on the My Account Overview page, please call the Customer Contact Center at 1-800-MYAMFAM (1-800-692-6326).

If a policy has been cancelled or lapsed, it will only show up for 90 days. A related message will appear across the top of the policy information page. After 90 days, the policy will no longer appear in My Account. Should the policy be reinstated after it has been removed from view, it will appear again in My Account.

Why does it say my policy may have lapsed or is out of force?

After your policy has been cancelled or lapsed, you can still view its information for 90 days. Your User ID, password, registration in Online Billing and any other registered policies will remain active.

What types of policies can I view online?

At this time, you can view the following policies online:

• personal auto policies, which include cars and trucks, boats, motorcycles, snowmobiles, motor homes and other miscellaneous recreational vehicles
• home policies, which include homes, condos, renters and mobile homes
• personal umbrella policies
• farm & ranch umbrella policies

For what types of things should I be contacting my agent?

Please contact your agent if you would like to request a change to a policy, if you feel there are discrepancies in the policy information you are viewing online or if you have any billing-related questions.

Why do I need to contact my agent? Why can't I make the change online?

Policy changes require the knowledge and expertise of American Family Insurance agents. You cannot make any changes to your policies or personal information online. The personal and contact information in your online profile is only for the administration of your online account.

However, when you complete the online “Request Changes” form, your agent is contacted directly to make the changes and will get in touch with you within two business days. We are committed to customer self-service on the Web and are working to improve and expand the capabilities. We welcome any feedback on improving our Website and encourage you to send us an email with your comments or complete the Web Page Feedback survey.

How do I contact my agent?

There are several ways for you to find an agent's contact information on amfam.com:

• Click "Find an Agent" in the top navigation and search by the agent's name or address.
• After you log in to My Account and register to view policies, your agent's information appears on the right-hand side of the page. Phone numbers are listed as well as an option to email your agent.
• After you log in to My Account, you may click the agent's email address on the Bill Detail page or select "Email Us" on the left navigation bar. Agent telephone numbers are also displayed on the Bill Detail page as long as you have received at least one bill online. If you have not received any online bills, please refer to the last paper bill for your agent's email address or phone number.

Why is my policy information incorrect or outdated?

If you recently made a change to your policy, it may not immediately be reflected in the information you view in My Account. This is due to the amount of time it takes to process the change. Also, if you have requested a change to your policy that is to take effect at a future date, the change does not show online until that date occurs.

As a reminder, the policy information you view online is not a declaration of coverage, and it is not proof of insurance. For questions about your coverage, please refer to your policy declaration or contact your agent.

For my umbrella policy, why is the list of underlying policies not accurate?

The policies associated with an umbrella policy may not be updated throughout the policy term. If the policy is cancelled or lapses, or if a policy is added during the term, the online system may not be updated until the policy renews.

How do I remove a policy from My Account?

There is no way to remove a policy from your view on My Account. My Account provides information on all your American Family Insurance policies.

Is the printout on the policy information page proof of insurance?

You can view and print Declaration and Coverage Summary Letters, which serve as proof of insurance within the policy viewing section of My Account.

Your American Family Insurance agent can answer any questions you have about your policy.

Why is the premium amount displayed online different from the amount I was billed?

The premium amount displayed on the policy information page is the current premium for the coverage you are viewing on that policy. If a change was made to your policy in the middle of a term, the amount you are billed could be more or less than the current premium. The current premium is the premium amount for the coverage displayed at that time.

There may be other reasons why the premium online is not the same as the amount you were billed. If you have further questions, please contact your American Family Insurance agent.