Top 10 New Member FAQs

Online Accounts and Mobile App

1. Why should I set up an online account?

By setting up an online account, you are able to access a wealth of helpful resources and materials available through our Member Site and mobile app, including

• Viewing your current bill and billing history
• Making a payment
• Reporting a claim
• Reviewing available discounts
• Finding your agent information
• Printing or requesting ID cards
• Enrolling in paperless billing and policy delivery

Learn much more about managing your membership online with our Online Account FAQs.

Billing & Payments

2. What are my payment options?

Pay online: To make a payment online, you will need to create an online account. Once you log in, you can make a one-time payment, set up recurring payments with a debit/credit card, or enroll in Easy Pay EFT.

Other payment options: In addition to paying online, you can also pay your premiums by phone or by mail. Learn more here.

3. Are there any payment processing fees?

Our payment card processing provider automatically adds a 2.99% processing fee to all payments made with a debit or credit card. Mutual of Enumclaw does not benefit financially from the fee in any way.

To avoid this processing fee, we highly recommend enrolling in our Easy Pay EFT program. With Easy Pay, we automatically deduct your payment directly from your checking or savings account via Electronic Funds Transfer (EFT). Learn more about Easy Pay EFT with our Easy Pay FAQs.

4. Do you have a six-month payment plan?

No, we don't. You can choose from our monthly and full-pay options.

5. Do you offer a discount for paying in full?

We do not offer a discount for paying in full. However, we do provide other potential discounts to our members, so please contact your agent or our Member Services team to discuss discount options and eligibility.

Policy Management & ID Cards

6. How do I get my insurance ID cards?

If you’ve already signed up for paperless policy documents, you will not receive a physical ID card. A digital version of the ID can be instantly accessed via our member site and mobile app.

If you’d like a physical ID card, you can print one at home right away from your online account. If you'd prefer to receive a printed card in the mail, you can request one through your online account or contact Member Services.

7. How do I make changes to my policy or coverages?

Changing your policy or coverages, including adding or removing vehicles or drivers from your policy, requires assistance from your agent or our Member Services team (though you can always access your policy documents and proof of insurance through your online account).

Adding a vehicle: To add a vehicle, you’ll need to provide the vehicle identification number (VIN), license plate number, and the vehicle’s make and model. You may be asked about the mileage and condition of the vehicle as well.

If you’ve taken out a car loan or you have a leasing agreement, you’ll need to provide the name and address of the financing company or lender as well.

For outdoorsy members, ask your agent about coverage for campers, trailers, motor homes, motorcycles, and boats.

Adding or removing a driver: To add a new driver to your policy, you’ll typically need to provide their legal name, birth date, gender, Social Security Number, and driving history. Occupation might be necessary as well.

When should you add a driver? If a person drives the insured vehicle regularly and/or shares the same permanent residence, it's typically a good idea to update your policy. This could be a teen or young adult, a live-in partner, or a spouse.

You might also want to add children who live away at college if they still drive your vehicle when at home. Another example might be someone who works for you and uses your car, such as home healthcare workers, housekeepers, and childcare workers.

Adding or changing coverages: If you're interested in exploring additional coverage options or changing your coverage limits, please reach out to your agent or our Member Services team. They'll take a look at your policy and insurance needs to determine eligibility and find your optimal coverage mix.

Here are a few options for additional protection that can be added to an eligible policy at any time:

• Equipment Breakdown Coverage
• Utility Service Line Coverage
• Cyber Protection Coverage

If you have both a home and an auto policy with us, be sure to ask about increasing your protection with a Personal Excess Liability policy, too.

Paperless Billing and Policy Documents

8. What are the benefits of going paperless?

By opting for Paperless Documents and Paperless Billing, you enjoy the convenience of receiving notifications by email. You are alerted when billing and/or policy documents are available to be viewed on our member site. This includes everything from bills and policy declarations to late payment and change notices.

Please note that you will still see a billing invoice service charge unless you are enrolled in Easy Pay EFT. This is because an invoice is still created with paperless billing—only the delivery method is changed.

Need copy of your policy for proof of insurance? Even if you go paperless, you can view, download, or print your billing and policy documents, including your policy declarations pages through your online account. If you'd prefer a mailed copy, please contact our Member Services team.

Claims

9. How do I file a claim?

You can submit your claim online or by phone. For the fastest results, have as much information ready as possible. In addition to your name, address, and contact information, you’ll need to share your policy number and the date, time, and description of the incident, as well as information from anyone else involved.

Our Claims Process

Once you file a claim, you will be assigned a claim number that is submitted to a claims adjuster. That person will connect with you and evaluate and estimate your loss. We’ll work together with you to resolve the situation. See our Claims FAQs for answers to common claims questions.

Claims Billing & Contact Information

We can send members and claimants claims-related payments by paper check or Electronic Funds Transfer (subject to some limitations). Please note that our Easy Pay EFT option for premium payments cannot be used for Claims payments.

Please contact our 24/7 Claims Response Center at 877-425-2580 or submit the form on our Contact Us page for questions or assistance.

• Claims billing address: Mutual of Enumclaw, 1460 Wells Street, Enumclaw, WA 98022
• Phone: 877-425-2580
• Fax: 866-899-7599

Managing Your Insurance Needs Over Time

10. When should I consult Mutual of Enumclaw, and when should I check with my agent?

Ask our Member Services team about

• Help with online account or mobile app access
• Changing the email or password associated with your online account
• Any billing questions or requests, including setting up EFT or Paperless Billing
• Changes to your Easy Pay EFT bank account or other payment information
• Starting a claim after deciding to file
• Eligibility for potential discounts

Ask your agent about

• Account reviews, including deep dives on potential risks or adding endorsements
• Questions about farm or commercial policies (contact Member Services about billing)
• If you should file a claim
• Starting a new line of insurance (such as a farm or commercial policy)
• Exploring moving an existing policy to MOE from another carrier
• Changing or cancelling an existing policy
• Financial planning guidance
• Lowering coverages (not deductibles) including potential needs or negative impacts

Contact either Mutual of Enumclaw or your agent about

• Questions about your policy, including policy updates, quotes, or rate changes
• Adding or removing drivers or vehicles
• Providing updated information about your home or vehicles