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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 - Viewing Your Policies

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

    • Enrollment in My Account establishes your basic account information, such as user ID, password and profile. In order to view your policy information, you must register each policy individually. Registration is quick and easy – all you need is some key information about each of your policies.

      We require that you register your policies before you can view them for a couple of reasons:

      •  To provide another layer of security to protect you against someone claiming to be you on the Internet.
      •  You only view the policies you wish to see.

      If you've registered more than ten policies, only the first ten will be displayed at one time on the Overview page. There will be “Previous” and “Next” controls under the policy list allowing you to page through your registered policies. You can also use the “View all” option to display all registered policies at one time.

      If a policy has been cancelled or has lapsed, the policy will only show up for 90 days. A message will appear across the top of the policy information page indicating that the policy may have lapsed or is out of force. 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 automatically show up again in My Account. You will not need to register the policy again.

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

    • If your policy has been cancelled or lapsed, you will still be able to view your policy information up to 90 days after cancellation or lapse. After 90 days, you will no longer be able to view your policy. Because the online account is still active, your user ID and password, your registration in Online Billing and any other registered policies will still be valid and will continue to work.

  • What data is required to register each policy type?

    • You will need the following information to register your policies on My Account:

      Vehicle:

      •  Policy number
      •  Billing account number
      •  Driver's license state
      •  Driver's license number
      •  Date of birth

      Property:

      •  Policy number
      •  Billing account number
      •  ZIP Code of insured property
      •  Date of birth

      Umbrella*:

      •  Policy number
      •  Billing account number

      * In order to register an umbrella policy, you must first register either an associated personal vehicle policy or property policy.

  • Why do I have to enter information about my policy before I can view it online?

    • By requiring you to enter policy information specific to your policy, we're able to provide another layer of security to protect you against someone claiming to be you on the Internet. Some customers do not want all policies viewable online, so by registering each policy individually you only view the policies you want to see.

  • What types of policies can I register to view online?

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

      •  personal vehicle policies, which includes cars and trucks, boats, motorcycles, snowmobiles, motor homes and other miscellaneous recreational vehicles
      •  personal property policies, which includes homes, condos, renters and mobile homes
      •  personal umbrella policies
      •  farm/ranch umbrella policies

  • Where can I find the information needed to register my policies?

    • Your account number and policy number can be found on a recent bill. Any other additional information needed to register your policies, such as your driver's license number and date of birth, should also be easily accessible during the registration process.

  • Can I register my policies through my agent or over the phone?

    • Unfortunately not. My Account is intended to be set up and accessed directly by the customer on the Internet.

  • Why did my policy registration fail?

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

      •  “One or more of the policies below is invalid. Please note only personal vehicle, property, and umbrella policies can be registered at this time.”
      If you accidentally mistype a policy number, or try to register a type of policy not available online at this time, you will receive the above message. Please remember you can only view the following policies online at this time: personal vehicle, homeowners (including renters and condominium), personal umbrella and farm/ranch umbrella.

      •  “ Policy Number has been entered more than once or has already been registered for this account. ”
      You can only register to view a policy once for your account. If you try to register a policy that is already registered in your account, you will receive this message.

      •  “The information on file does not match the information you provided.”
      You may receive this message if the information we have on file for you is missing or does not match what you provided during registration. Please double check the information you provided. If this still does not correct the error, you will need to contact your agent to resolve these inconsistencies.

      •  “One or more of the required fields is invalid. Please provide all required information and click submit again: Policy Number should only contain Alphanumeric and dashes (-) for each policy.”
      The system will only accept       alpha and numeric characters and dashes. If you attempt to enter any other character, you will receive this error.

      •  “Before you can view an umbrella policy, you must successfully register an underlying vehicle or property policy.”
      For added security, you must register either a vehicle or property policy that is covered by the umbrella policy. This is another way to validate you have viewing privileges for the policy.

      •  “You are not able to register one or more of the policies below because: Error Icon One or more of the policies below has already been registered for this account.”
      You can only register to view a policy once for your account. If you try to register a policy that is already registered in your account, you will receive this message.

  • 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, and 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.

      We are committed to customer self-service on the Web and will be working to improve the system continuously. We welcome any feedback you may have to improving our Web site and encourage you to send us an email with your comments.

  • How do I contact my agent?

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

      •  Click “Contact 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 will appear on the right-hand side of the page. Phone numbers will be listed as well as an option to email your agent.
      •  After you log in to My Account and go to Online Billing, you may email your agent by clicking the agent's email address on the Bill Detail page or by selecting “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 no online bills have been received, please refer to the last paper bill for your agent's e-mail 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 will 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. Please refer to your policy declaration or contact your agent for questions about your coverage.

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

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

  • How do I remove a previously registered policy from My Account?

    • If you no longer wish to view a policy in My Account, you can either click "unregister your policies" on your Overview page, or please contact the Customer Care Center at 1-800-MYAMFAM (1-800-692-6326).

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

    • No. The information concerning your policy is provided for your convenience only and is not a declaration of coverage, and it is not proof of insurance. Your American Family agent can answer any questions you may have about your policy.

      In order to obtain your Proof of Insurance cards you will need to contact your American Family Insurance agent.

  • 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. For example, let's assume that the premium amount is $200 for a particular policy. A change is made in the middle of the term that raises the premium to $300. For the first half of the policy term the premium for that policy was $200. For the second half of the policy the premium was $300. The amount billed will be somewhere in between $200 and $300. However, the premium displayed online will either be $200, if the policy was viewed during the first half of the policy, or $300 if the policy was viewed in the second half of the term. The current premium is the premium amount for the coverage displayed at that particular point in 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.

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