Auto Claims

Is my claim covered?

Once your claim is filed, your policy will be reviewed by a Claims Representative to determine coverages that apply.

Do I need an attorney?

You always have the right to seek legal advice.

Do I have to wait to have my damaged property repaired?

We may need to examine the damaged property before it is repaired.
If needed, make temporary repairs to prevent further damage from occurring to your property. Save any receipts for claims consideration.

I need a rental today.

If you choose to contact a rental company, save all billing or receipts so you can turn those in to the adjuster for possible reimbursement.

What is my deductible?

Your Claims Representative will discuss that when the claim is submitted.
Contact your agent to discuss your policy.
Review your policy documents.

I am injured. Can I go to the doctor?

If you choose to go to a medical facility following an auto accident, keep all receipts for review for possible reimbursement.

Can I do temporary repairs on my vehicle?

Avoid starting repairs unless temporary repairs are required for the safe operation of the vehicle.
If you need to make temporary repairs, take photos of the damaged area, keep any parts you are replacing and keep receipts for the replacement parts for possible reimbursement.

Where do I get an estimate? Do I need multiple estimates?

The claims process and what you will need to provide will be discussed with you by your Claims Representative. In most areas, we can recommend a Car Care Repair facility to save you from having to obtain multiple estimates. Please ask your Claims Representative for more information.
If you have a repair shop of choice, we will still need to inspect your vehicle. Once you have been contacted by your claims Representative, inspection will be requested on your vehicle, and we can forward a copy of the estimate to your shop of choice.

I am away from home and my car is disabled.

Have your vehicle taken to a local shop.
Keep all receipts for any unplanned hotel stays, meals and taxi services for possible reimbursement.

Should I call the police if I am in an automobile accident?

Call the police immediately following any auto accident. Cooperate with the police, providing your statement regarding the facts of loss.

Will filing a claim affect my policy?

Contact your local agent to discuss your individual account.

Is there a time limit to report a claim?

Report any incidents immediately to allow time for proper investigation.

Should I take photos?

If it is safe, take photos of your car, any other vehicles involved in the auto loss and their location. Scene photos are also helpful.
Take photos of any non-auto property that was damaged.

What information should I collect?

Be sure to write down names, addresses and license numbers of persons and witnesses involved, as well as the time of the accident.

My vehicle is disabled, and I need a tow.

Contact a towing facility or repair shop of your choice, and have your vehicle towed to the the shop or your residence.
Keep all receipts for review for possible reimbursement.

What information should I give to other parties?

If a police report is being completed, the police officer can also provide required information to any other party.
Do not admit fault at the scene or discuss your accident with anyone except a Claims Representative or the police.
You can provide the phone number for your agent or claims office. If you have an insurance card that shows evidence of insurance, you may feel comfortable providing that to other parties. However, you should not provide information regarding specific coverage or coverage limits.


Business Claims

Is my damage claim covered?

Once the claim is filed, your policy will be reviewed by a Claims Representative to determine your coverages.

What is my deductible?

Your Claims Representative will discuss that when the claim is submitted.
Contact your agent to discuss your policy.
Review your policy documents.

One of my customers is making a claim against me; what do I do?

Advise your customer that you have turned the claim in to your insurance company. A Claims Representative will contact you to go over your applicable coverages as it relates to your customer.

Do I have to wait to have my damaged property repaired?

We may need to examine the damaged property before it is repaired.
If needed, make temporary repairs to prevent further damage from occurring to your property. Save any receipts for claims consideration.

Is there coverage for my loss of business?

Once the claim is filed, your policy will be reviewed by a Claims Representative to determine coverages that may apply to your loss.

Is there a time limit to report a claim?

Report any incidents immediately to allow time for proper investigation.

Is my claim covered?

Once your claim is filed, your policy will be reviewed by a Claims Representative to determine coverages that apply.

My business cannot function due to a loss. What do I do?

If your loss does not involve a fire, please make temporary repairs to mitigate your loss. Please take detailed photos and save any damaged materials/parts and all receipts for consideration.

Can I start repairs?

Do not start repairs on property or equipment until you have been contacted by a Claims Representative. If you must do any temporary repairs, please take detailed photographs. Retain any damaged materials and your receipts for any temporary repairs.

Will filing a claim affect my policy?

Contact your local agent to discuss your individual account.

I've had a fire. What do I do now?

Do not disturb any fire or smoke-damaged property until you have been contacted by a Claims Representative. It is important that no repair work or debris removal is started until a Claims Representative has inspected the damage.

Do I need an attorney?

You always have the right to seek legal advice.

I have a water leak. What do I do now?

Shut off water.
Contact a plumber to fix any leaks, saving your receipt.
Extract water and dry any damaged areas.
Contact a water mitigation company if needed.


Farm Claims

My farm equipment is damaged; can I have it repaired?

Do not start repairs on damaged property or equipment until you have been contacted by a Claims Representative. If you must do any temporary repairs, please take detailed photographs and retain any damaged parts.

My farm employee is injured; is this covered?

Once the claim is filed, your policy will be reviewed by a Claims Representative to determine your coverages.

Do I need an attorney?

You always have the right to seek legal advice.

Can I start repairs on my damaged home?

Do not start repairs on damaged property or equipment until you have been contacted by a Claims Representative. If you must do any temporary repairs, please take detailed photographs and retain any damaged materials.

I have a water leak. What do I do now?

Shut off water.
Contact a plumber for repairs, saving your receipt.
Extract water and dry any damaged areas.
Contact a water mitigation company if needed.

What is my deductible?

Once the claim is filed, your policy will be reviewed by a Claims Representative to determine your coverage and any deductibles.

Will filing a claim affect my policy?

Contact your local agent to discuss your individual account.

Is there a time limit to report a claim?

Report any incidents immediately to allow time for proper investigation.

Is my damage claim covered?

Once the claim is filed, your policy will be reviewed by a Claims Representative to determine coverages that may apply to your loss.

I've had a fire. What do I do now?

Do not disturb any fire or smoke-damaged property until you have been contacted by a Claims Representative. It is important that no repair work or debris removal is started until a Claims Representative has inspected the damage.

Do I have coverage for my livestock?

Once the claim is filed, your policy will be reviewed by a Claims Representative to determine your coverages.

Is my claim covered?

Once your claim is filed, your policy will be reviewed by a Claims Representative to determine coverages that apply.

Do I have to wait to have my damaged property repaired?

We may need to examine the damaged property before it is repaired.
If needed, make temporary repairs to prevent further damage from occurring to your property. Save any receipts for claims consideration.


Paperless Document Delivery

I am signed up for paperless document delivery but I have not been sent an e-mail notification. Who can I contact about this?

For assistance you may contact ANPAC's Client Service Center at:

(417) 887-0220

Monday - Friday (7am - 8pm CST)
Saturday (8am - 6pm CST)
Sunday (1pm - 5pm CST)

My policy is set up for paperless document delivery, so why am I still receiving policy documents through standard US mail?

Some states have specific standards for document size and paper weight/grade. Automobile insurance ID cards are one example of this standard. Document delivery requirements vary by state so a particular document may be mailed to satisfy state regulations.

Policy documents requiring a response from you, or a signed authorization may also be mailed.

Where do I go to review my policy documents once I have logged in to Client Services at anpac.com?

Policy documents generated within the last 95 days can be viewed within the “Recent Documents” tab. This page will display available documents for all policies. Unfortunately, we are unable to offer online documents for commercial policies at this time.

Policy documents older than 95 days can be viewed within the “Policy Information” tab. Once in the “Policy Information” tab, click on the policy number for the policy you would like to view in more detail. On the following screen, you will find a “View Policy Documents” button for further information.

Can I have paperless e-mail notifications sent to multiple e-mail addresses?

No, only one paperless e-mail address recipient is allowed at this time.

Do I have to enroll in paperless document delivery for all of my policies?

No, you may enroll all or pick individual policies to enroll in paperless document delivery

What types of e-mails can I expect to receive from enrollment in paperless document delivery?

A “Welcome to paperless” e-mail for each policy enrolled in paperless document delivery is sent.

A “Documents are available online” e-mail is sent each time documents are generated for a specific policy.

I would like my paperless delivery email notifications to be delivered to a different email address. How do I change this?

  • Log into Client Services from www.anpac.com
  • Click on the ‘Manage Your Profile’ button
  • Under personal information click on the edit link beside the e-mail address you wish to change
  • Type in the new e-mail address and click on save
  • The mobile version of Client Services does not allow access to your profile at this time.

How does paperless document delivery work?

  • Any named insured on a policy may enroll or un-enroll a policy for paperless document delivery.
  • Policies enrolled in paperless document delivery will no longer receive policy documents and bills through standard US mail*.
  • Each time policy documents are produced, an e-mail notification will be sent to the designated e-mail recipient.
  • At this time we send e-mails to only one e-mail address; however, all named insured clients have access to online documents via Client Services at anpac.com.
  • Policy documents and bills may be viewed, printed, or saved to your PC in PDF format by creating a Client Services online account at www.anpac.com or logging into Client Services if already registered.
  • At any time, you may return to receiving policy documents in the mail by changing the policy paperless enrollment status in the Client Services “Manage Your Profile” section.
*We are required by law to mail certain documents to you.
  • The mobile version of Client Services does not allow access to your profile at this time.
  • How do I enroll or un-enroll in Paperless document delivery?

    • Log into www.anpac.com/clientservices (you will need to register if you do not have an existing User ID and Password)
    • Click on the “Manage your Profile” button
    • In the Paperless Enrollment Section select any or all policies that you would like to enroll or un-enroll in Paperless.
    • Policies already enrolled in paperless will have a check mark in the box to the left of the policy number and the e-mail recipient name to the right.
    • Click Submit
    • Confirm or update your existing e-mail address
    • Read and agree to the terms for paperless delivery
    • Click Continue
    • The profile page will display again showing policies enrolled in paperless document delivery and their e-mail recipient.
    • The mobile version of Client Services does not allow access to your profile at this time.

    Why should I choose to “Go Paperless”?

    • Save time and reduce clutter by receiving less mail
    • Access your insurance information even when you’re away from home
    • Decrease the likelihood that your personal information can be stolen from the mail
    • Help the environment by:
    • Saving trees and water used to produce paper
    • Using less fuel to mail documents, and
    • Producing less wastewater, gas emissions, and paper trash

    Does one named insured have to be the e-mail recipient of paperless documents for all policies enrolled?

    No, where multiple named insured are listed on the policy, any of them may be selected as the e-mail recipient. If only one named insured is listed on the policy then that named insured must be the e-mail recipient.

    Is there a charge to switch to paperless document delivery?

    No, it is free of charge.

    Why can’t I view my policy documents online?

    Documents are displayed in Adobe PDF format. Most document and Web page display problems are caused by out- of- date software. Upgrades to newer versions of your browser (e.g. Internet Explorer, Firefox, Safari, etc.), Adobe Reader, and Adobe Flash usually correct most display problems. Upgrades to software may be downloaded from the software developer’s website.


    Policy List

    Why do I not see any policies listed or not see all my policies listed?

    Policies are shown based on whether you are a named insured (owner) of the policy. If you are not a named insured you will not be able to view the policy at this time. In the future, we will be adding a feature that will allow the named insured to grant permission to others to view policy information.

    Note: At this time Commercial / Business policies will not be displayed in your web account policy list. However, you may make a web payment by clicking on "Make a Web Payment on a policy not shown" link located at the botton of the policy list page or by clicking here and then entering the policy number and policy mailing address ZIP code.

    Why can't I see my Cashback information?

    The Cashback summary pages are only available to the Cashback owner. If you are not the Cashback owner, you will not see a link to the Cashback summary page.

    Are all policies displayed in my web account?

    No. Life, Flood, and Commercial/Business policies are not displayed at this time.


    Property Claims

    Is there a time limit to report a claim?

    Report any incidents immediately to allow time for proper investigation.

    I have a tree down on my property.

    Remove tree if it will cause further damage or if dangerous. Take pictures beforehand and save receipts for claims consideration.

    Is my claim covered?

    Once your claim is filed, your policy will be reviewed by a Claims Representative to determine coverages that apply.

    Will filing a claim affect my policy?

    Contact your local agent to discuss your individual account.

    Do I need an attorney?

    You always have the right to seek legal advice.

    I have had a fire at my house.

    Do NOT clean up, remove, paint or tamper with any fire or smoke-damaged property until the Claims Representative gives authorization and/or the appraiser has examined damages.

    I have a broken or leaking water pipe.

    Shut off source of water leak.
    Contact plumber for repairs, saving any damaged parts.
    Extract water and dry out water-damaged areas.

    I have ice/snow on my roof and it is leaking.

    Clean up water inside to prevent further damage.
    Put buckets under leaking areas.
    If the threat of roof collapse exists, contact a roofer to clear the snow. Please save your receipt for possible reimbursement.
    We recommend you do NOT attempt to climb on roof to remove snow youself.

    Do I have to wait to have my damaged property repaired?

    We may need to examine the damaged property before it is repaired.
    If needed, make temporary repairs to prevent further damage from occurring to your property. Save any receipts for claims consideration.

    I have wet carpet.

    Extract water.
    Use fans.
    Fold back carpeting, do not remove.
    Remove padding if necessary.

    What is my deductible?

    Your Claims Representative will discuss that when the claim is submitted.
    Contact your agent to discuss your policy.
    Review your policy documents.

    My residence is unlivable.

    Naturally, you will want to prevent further damage to your property whether you have insurance coverage or not. Your policy requires you to take necessary steps to minimize your loss.
    Please wait to have damage repaired so we can inspect the property, unless immediate action is needed to prevent further damage. If you must make emergency repairs to prevent further damage, please do your best to document the damage prior to repair.
    Save your receipts. Your Claims Representative will need to review receipts and other documents related to the loss to determine how your policy coverage may apply to this situation.
    If the residence is unlivable due to a damaged appliance, such as an air conditioner, hot water heater or heating unit, and you need to repair or replace one or more, please make sure to keep all parts for inspection by the insurance company.

    My roof is leaking.

    Cover the damaged roof area with tarp or plastic to prevent further water damage.
    If roofer does temporary repairs, save receipts for coverage consideration.

    Flood-rising water seeping from outside.

    Protect property and do what is necessary to prevent further damage.
    Please be aware that there is no coverage under a typical homeowner policy for flood. You may want to contact the National Flood Insurance program.
    If you have other damage, such as a wind-damaged roof, please make sure to contact the insurance company immediately in addition to reporting under any flood insurance policy you may have.


    Web Access

    Why didn't I receive the email that lets me finish setting up a WebPAY account?

    Some email providers have trouble receiving emails from the type of address we use for our website registrations. When this occurs, try a different email address or email our Help Desk at servicecenter@anpac.com for assistance. The Help Desk will begin your registration process and then forward the resulting email to your account. You will need to change the email address listed for your account from ours to your own after registration is complete.

    How do I obtain help with accessing my account information on-line?

    For assistance on accessing your account information on-line you may contact ANPAC's Client Service Center at:

    (417) 887-0220

    Monday - Friday (7am - 8pm CST)
    Saturday (8am - 6pm CST)
    Sunday (1pm - 5pm CST)

    Why do I need to provide an e-mail address?

    In short, added security. If you have forgotten your password we can email you a temporary one time password that will allow you to gain website access immediately. We will also be adding web account alert e-mails for when changes to your web account have been made. E-mail notifications will be used to notify you when web account activity has occurred. In disaster situations, such as hurricanes, floods, fires, etc we will be able to communicate important information such as where on-site claims adjusters will be located or alternative methods of submitting a claim.

    I already had a user ID / password. Why do I need a NEW one?

    We have enhanced our website security to allow us to provide clients with more online capabilities.

    In the past we have allowed one user ID and password per account. We have expanded to allow User ID / password access for each Named Insured / Owner in the account. This requires that we verify the identity of each individual setting up a user ID and password. You may use the same user ID and password that you have used in the past by simply setting it up again.
    You will be asked to provide:
    • A policy number for a policy where you are listed as the Named Insured/Owner
    • The policy mailing address ZIP code listed on the policy declarations page or a recent bill
    • The last four digits of the social security number for the policy Named Insured/Owner.
    • An e-mail address
    • Answers to security questions
    We appreciate your time in helping us protect your personal and policy information.

    Why can’t I set up a user ID and password?

    We may not have sufficient information on file to confirm your identity over the internet. If you have received an error message please contact your agent or (417) 887-0220 to update our records with the correct information. Life and Flood policies may not be used in the web site registration process.

    At this time we do not allow User ID/password set up for commercial / business policies. However, web payments may still be made by clicking on the Web Payment link on the sign in page.

    Why do I need to provide a policy number, mailing address ZIP code, and the last four digits of my social security number?

    Providing a policy number allows us to determine what account you are wanting to access. The mailing address ZIP code is an added verification. The last four digits of your social security number is used to verify your identity. Life and Flood policies may not be used in the web site registration process.

    Why has the web site changed?

    Our website is evolving to better serve our clients. We will continue to enhance our website to provide clients with more online capabilities.

    How does the website registration process work?

    Click on the "Click here to register" link on the Client Services Login page.
    • Provide a policy number that you are named insured or owner
    • Life and Flood policies may not be used in the web site registration process
    • Provide the mailing address ZIP code for that policy
    • Provide the last four digits of your Social Security Number
    • Provide a valid e-mail address
    Click Continue and an e-mail will be sent to the e-mail address provided
    Access the e-mail account and open the e-mail titled "Email address confirmation"
    Click on the "Continue Registration" link in the body of the e-mail (the link will be active for 48 hours)
    • Create a User ID. A User ID can be no longer than 20 characters
    • Create a password. 6-8 characters with at least 1 letter and 1 number. "@" "#" and "$" are also valid characters.
    • Select two security questions from the list and provide answers
    • Create a unique security question and provide the answer
    Click submit
    A successful registration will display the policy list page.

    How do I update my password, e-mail address, phone numbers, or security questions?

    Sign into Client Services and click on the Manage Your Profile button located on the top of the policy list page. The mobile version of Client Services does not allow access to your profile at this time.

    Why do I need to select Questions and answer them?

    Answering the security questions will provide an additional way for us to verify your identity at a later time. An example, if you request we tell you your password online, providing the same answers as given originally is an added verification that the request for a password is coming from you. It is important to make your answers simple and memorable but not obvious enough for someone to guess.


    Web Payments

    Can I make more than one payment per day?

    You may only make one payment per policy per business day. Saturday, Sunday, and Monday are considered one business day for payment purposes. You may make payments on multiple policies per day.

    Is there any cost for using WEB Payment?

    There are no additional fees for making a web payment. However, installment payment plans do incur a service charge. There are no service charges if you pay the full policy term premium or sign up to have your premiums automatically drafted monthly using Easy Pay - The Checkless Way®. Click the preceding link to find out more about Easy Pay.

    When will my insurance policy account reflect my payment?

    Your policy will show payment within 1-2 business days depending on when you submit your WEB Payment request. Saturday, Sunday, and Monday are considered one business day for payment purposes.

    What is Web Payment?

    WEB Payment is an electronic payment method.   The Bank information you provide allows us to send an electronic transaction through the Federal Reserve ACH (Automated Clearing House) network to your bank.  Your bank debits your checking or savings account for the amount you specify.  And we apply that amount to pay your insurance premium.

    Can I cancel a payment?

    You may cancel a payment transaction any time prior to our payment process, Monday – Friday between 8pm and 11pm Central Time (excluding holidays). Once the payment has been selected for processing it cannot be cancelled.

    What are the benefits of WEB Payment?

    You save postage, cost of a check, and avoid mail delays.

    Can I use my Credit Card?

    Credit Card payments are not accepted at this time.

    Can I use my Debit Card Account Number?

    No. Debit Card Account Numbers differ from Checking / Savings Account Numbers and cannot be used at this time.

    How do I make a payment if the policy is not listed in my list of policies?

    Click on the Web Payment link located at the bottom of the policies page. Key in the policy number and policy mailing address ZIP code. Select the payment amount, complete the bank information, click continue, verify the information, and click I authorize.

    Why is my policy currently not available to make a web payment?

    • Policy is active or cancelled with no amount due
    • Policy is on a recurring automatic draft plan (Easy Pay or PreAuthorized Check)
    • Policy is on a Monthly Account Payment Plan (Arizona, Rhode Island, Texas)
    • A policy change or payment is being processed
    • Additional information may be obtained through our Client Service Center using the “Contact Us” link located at the bottom of the page

    How quickly is the money withdrawn from my Bank Account?

    Usually money is withdrawn from your account in 1 to 4 business days.