Frequently asked questions
At MAPFRE, we constantly work to improve our services and develop the best relationships we can with our customers. Answers to commonly asked questions about your insurance policies and insurance billing documents can be found below.
Policy and Billing Frequently Asked Questions (FAQs)
How and when will I receive my renewal package?
If you still receive paper documents, you will receive a mailed package approximately 20-30 days before your policy effective date. If you have signed up for paperless, you will receive an email that your documents are ready to review in your online account approximately 25-30 days before your policy effective date. If you wish to sign up for paperless, you may sign up at myaccount.mapfreinsurance.com.
How do I contact customer service with billing questions?
Contact Phone Number: 855-MAPFRE-7 (855-627-3737)
Our customer service hours are Monday through Friday 7 a.m. to 9 p.m. and Saturday 8 a.m. to 5 p.m.
I have a question regarding a Commercial Lines Premium Audit, who should I contact for billing and other information?
Our Commercial Lines Team can answer any billing or other information relevant to your premium audit. They are available Monday through Friday between 8:00 am and 4:30 pm . You can reach them by email at premaudit@mapfreusa.com or by phone at 855-648-7200.
What is the minimum payment due upon renewal?
Depending on your policy type, a 10% or 20% renewal payment is due by the policy effective date to avoid cancellation. Future installments will be based upon the payment plan you selected.
If I make automatic payments through EFT, what do I need to do to update bank information or my deduction date?
Typically, no action is needed when you make automatic payments through EFT. However, you can log in to your MAPFRE online account if you need to change account information or deduction date.
If I pay electronically through my bank, do I need to take any action?
If the cost of your policy changes, your minimum amount due may increase or decrease. If this happens, you must update your payment amount through your bank.
What if I have an outstanding balance from my previous policy term?
Any policy balance from the previous policy term will be automatically rolled over onto your next billing statement.
What are my payment options?
- Sign up for autopay for a direct EFT payment for convenient, automatic on-time payments
How do I receive a Paid-in-Full discount?
If your policy is eligible, an up to 10% paid-in-full discount applies if payment is made in full for your renewal by the first installment due date.
What are the self-service option available on myaccount.mapfreinsurance.com?
- Sign up for autopay (EFT) payment
How do I update my coverages?
You may contact your agent if you wish to make changes to your policy.
How does equity billing work?
Equity-based billing determines how much premium should be charged for each day of coverage based on the policy length and total premium.
What if I overpay my bill?
We will apply the overpayment amount to the next bill. If your overpayment pays off the next bill, you will not receive a bill until equity has run out and money is now due.
Multi-Factor Authentication (MFA) Frequently Asked Questions (FAQs)
How does MAPFRE Insurance protect my information and accounts?
At MAPFRE, we take the security of your customer information and your accounts very seriously. This is why we have introduced Multi-Factor Authentication (MFA) on your MAPFRE customer account, which adds an extra layer of security to verify your identity when accessing your account.
What is Multi-Factor Authentication?
Multi-Factor Authentication (MFA) enhances security by requiring two forms of verification to access your MAPFRE account. Along with your user ID and password, you’ll receive a temporary code via phone or email, which you must enter to log in. This added step helps protect your account even if your password is compromised.
Why should I set up Multi-Factor Authentication?
Setting up Multi-Factor Authentication is important because it provides an additional layer of security for your MAPFRE customer account. This makes it significantly more difficult for hackers to access your account, even if your password is compromised.
Does Multi-Factor Authentication take much time?
Multi-Factor Authentication adds only a few extra minutes to your login process while significantly enhancing your account’s security.
I've never done Multi-Factor Authentication. How does it work?
Setting up Multi-Factor Authentication is easy! You’ll need to complete two steps to log into your account:
- Enter your user ID and password.
- We will send you a temporary code to your phone or email. Just click the link or enter that code to verify your identity while logging in.
If you are logging in through the MAPFRE mobile app, you can choose to skip entering the code by enabling biometrics.
What is a temporary code?
A temporary code is a numerical code sent to your phone or email, used to verify your identity when logging in.
Why don’t you use security questions like my mother's maiden name or my first pet's name?
Security questions can be weaker than other forms of authentication. Temporary codes are a stronger option because they are randomly generated, sent only to your device, and expire within a few minutes, enhancing your security significantly.
Can I set up more than one phone number or email address to verify my identity?
Currently, customers can only set up Multi-Factor Authentication with one phone number and one email address.
Can I set up Multi-Factor Authentication using methods other than a temporary code?
Currently, we can only provide a temporary code via email or phone for Multi-Factor Authentication. However, we recognize that cybersecurity technology is continuously evolving. We are dedicated to exploring new options to enhance our security measures and better protect your MAPFRE customer account. We will keep you informed as more authentication methods become available.
What should I do if I need to change my Multi-Factor Authentication phone number or email address?
If you are still able to receive a temporary code at your current phone number or email address and wish to update that information, please follow these steps:
- Log in to your MAPFRE customer account.
- Click on “My account” from the home page.
- Click on “Multi-Factor Authentication details”.
- Follow the prompts to update your phone number or email address.
What should I do if I need to change my Multi-Factor Authentication phone number or email address but no longer have access to my current methods?
If you can no longer receive a temporary code at the phone number or email address associated with your account, please contact the MAPFRE Customer Service department. For security reasons, they cannot directly change or update your Multi-Factor Authentication information. Instead, they will unenroll you from Multi-Factor Authentication, and you will need to set it up again with your new phone number or email address.
What should I do if I have a problem logging in?
If you’re having trouble logging in because you exceeded the number of attempts to validate your temporary code, please wait 30 minutes and try again.
For any other issues, you can reach out to the Customer Service department.