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

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  • What if I forget my password?

    • If you forget your password, you can click “Forgot Password?” on the My Account Login screen. After you enter your user ID and answer your security questions, the system will email a temporary password for one-time use. You will need to choose a new password after you log in. Your temporary password will be sent to the email address we currently have on file in your My Account profile.

      Remember, it is important to always keep your email address current.

  • What if I forget my user ID?

    • If you forget your user ID, please contact the Customer Care Center at 1-800-MYAMFAM (1-800-692-6326). You will be asked for answers to your security questions and other information to validate who you are.

      Once you provide this information, the Customer Care Center will email your existing user ID.

  • Why can't I login?

    • Logging in may fail for a number of reasons. These reasons are explained below:

      “ The user ID or password you entered is invalid.”
      Please remember your password is case-sensitive. If you have forgotten your password, click “Forgot Password.” If you have forgotten your user ID, please call the Customer Care Center.

      “This account has been locked due to security reasons. Please call the Customer Care Center at 1-800-MYAMFAM (1-800-692-6326).”

      If you make five attempts to log in using an incorrect password, the system will lock your account and you will not be allowed to login. Please contact the Customer Care Center to have your account unlocked.

  • What do I need to know about the answers to my security questions?

    • Your security questions are not case-sensitive; however, if you use spaces in your answer (i.e. green beans) you will need to re-type the answer with the same spacing. Please try to provide answers that are easy for you to remember but difficult for others to guess.

  • Why do you ask for three security questions and answers?

    • We take the security of your personal information very seriously. We use three questions and answers to validate that you are the owner of the account. If you click on “Forgot password?” on the Login page, or if you contact the Customer Care Center for assistance with your account, you will be prompted to provide the answers to these questions.

      Please ensure that the answers to your security questions are unique and not easily guessed by another person, yet something that you will remember. It is also a good idea to write down your user ID, password and security answers and store the information in a safe place.

  • What if I cannot remember the correct answers to my security questions or the system will not accept the answers I provided?

    • If you have forgotten your password and the system will not accept the answers you provided to your security questions, please call the Customer Care Center at 1-800-MYAMFAM (1-800-692-6326). If you can answer your security questions correctly over the phone, a Customer Care Center representative can reset your password.

      Once logged in, you can update and view your security questions in the “Profile” section of My Account.

  • What should I do if I think my online account has been compromised?

    • If you think someone has accessed your online account without your permission, you have two options:

      1) Go to your Profile page and click "disable my account"
      2) Contact the Customer Care Center immediately at 1-800-MYAMFAM (1-800-692-6326).

  • How do I cancel my enrollment in My Account?

    • If you've already enrolled in My Account but no longer wish to use it, please call the Customer Care Center at 1-800-MYAMFAM (1-800-692-6326). A representative will assist you in closing your online account – remember, this does not change any of your existing policy or profile information.

      NOTE: If you have any Online Billing accounts, each one must be deactivated before your access to My Account is disabled. You can deactivate your Online Billing accounts by logging in, selecting "Go To Online Billing" and selecting "Deactivate Account" from the left navigation bar.

  • What if I forget to logoff?

    • After 15 minutes, you will be logged off by the system. If this happens, you will be required to login again. We encourage you to use the logout function for maximum security when you are finished with the system or before you walk away from your computer.

  • Why did the system ask me to change my password after I logged in?

    • You may need to change your password if:

      •  you received a temporary password because you forgot your previous one
      •  your password does not meet our new security standards; i.e., your password must be seven characters in length
      •  your user ID and password are the same. Due to our new security rules, your user ID and password cannot match.

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