PURE Programs FAQs

PURE Programs FAQs

FAQ for Customers
FAQ for Brokers
FAQ for Customers

Billing

How can I set up different payors on my Billing Accounts?

Billing accounts can be set up for customers, other individuals and legal entities. Please contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

What are my billing plan options?

PURE Programs insurance policies are typically billed on a quarterly basis with an option to be billed annually. To enroll in annual billing, please contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

When will I receive my billing statement?

When you first become insured through PURE Programs, your initial statement will be sent by your preferred delivery method within two weeks. All following statements will be mailed 20 days before payment is due. If your account is paid in full, you will not receive a statement until your renewal, unless there is new activity on your policy.

When is payment due?

Payment is due 20 days from the statement date. The due date is indicated below the balance due displayed on your invoice. Statements marked as "overdue" are due immediately. Should you need to change your due date for future bills, please contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

How should I submit my payment?

Pay by Mail: You can mail a personal check payable to PURE Programs to our billing facility at the appropriate address below. Please attach the payment coupon located at the bottom of your PURE Programs billing statement and include your Billing Account number on the check.

PURE Programs, Lockbox #5965, PO BOX 95000, Philadelphia, PA 19195-0001

If you are sending your check via overnight mail:

Attn: Accounting, PURE Insurance, 44 S Broadway, Suite 301, White Plains, NY 10601

What types of payment methods can I use to pay my premium?

Checking or Savings Account: You can pay your premium from a checking or savings account by mail.

Can I combine my PURE and PURE Programs policies into a single billing account or consolidate my payments?

PURE and PURE Programs are two separate legal entities, therefore they must be billed and paid separately. We cannot apply cash or credit between PURE and PURE Programs policies.

What are my bill delivery options?

PURE Programs policies can be sent through eDelivery or mail. You can sign up for eDelivery or change your billing address by contacting your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

I'm signed up for eDelivery. How can I obtain a hard copy of my statement?

You can contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com to request a hard copy of your statement.

I'm signed up for eDelivery, and I've just received my eBill. How do I open the PDF?

When you click the PDF attachment for your billing statement, enter your billing zip code when prompted for your password. Please note that you can also access our one-time payment site directly from the PDF.

Why is my first quarterly installment larger than future installments?

The first installment includes 25% of the annual premium as well as the full amount of the inspection fee (if applicable) and any other required state taxes or fees. The remaining installments will represent only 25% of the annual premium.

Can I have my mortgage company billed for my Homeowners policy?

Yes. If PURE Programs is advised that your mortgage company is your policy’s payer, we will bill your mortgage company directly. The Homeowners policy that is billed to your mortgage company will not appear on your account billing statement, nor will you receive a copy of the mortgagee bill.

I forgot to pay my bill and received an overdue bill notice. What should I do?

If you have received an overdue notice, your policy is in danger of cancellation. Please contact us immediately to pay your bill. Note that cancellation will not take effect without you being notified.

I have changed my insurance carrier and want to cancel my policy. How can I do this?

We are sorry to see you go. To cancel your policy, contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com. Please note, if you are seeking to cancel your policy with an effective date in the past, you must provide proof of replacement coverage.

How can I investigate a specific charge?

Recent transactions will always be displayed on the last page of your statement. You may also contact Member Services at 888.813.7873 or service@pureinsurance.com.

How can I speak to someone about my statement?

Contact Member Services at 888.813.7873 during regular business hours: Monday through Friday between 7:00 AM and 9:00 PM ET, and Saturday between 8:00 AM and 8:00 PM ET. You may also email service@pureinsurance.com, and we will respond to your inquiry in a timely manner.

I received a bill in the mail after I sent my payment. Is any further action required of me?

It is possible that your payment was processed after we sent the bill. If you would like to verify that your payment was received, please contact Member Services at 888.813.7873 or service@pureinsurance.com.

Claims

Who do I call if I have a claim outside of normal business hours?

PURE claims service support is available 24 hours a day, seven days a week at 888.813.7873. Outside of regular business hours (Monday through Friday between 8:30 AM and 6:00 PM ET), customers reporting a claim will reach an external service specializing in receiving first notices of losses. Emergency situations will be referred to PURE claims adjusters.

I've just filed my claim. Now what can I expect?

After discussing with you the nature of your claim, your licensed adjuster will make arrangements to view damages to your property and address your loss. You can expect one-on-one service and consistent communication throughout this process.

There were significant damages to my property, and I'd like help repairing them. Can PURE Programs help me find and make arrangements with the right contractors and service providers?

Yes, a PURE Member Advocate® can assist you. PURE Programs may provide a personal advocate to customers following a claim to help assist with the administrative hassles associated with a loss. Your Member Advocate will be happy to provide recommendations regarding highly qualified professionals and repair or replacement options for damaged property. Your Member Advocate is also there to help arrange temporary living accommodations when your home is inaccessible. Contact a Member Advocate at memberadvocate@pureinsurance.com or by phone at 888.813.7873.

I want to work with a PURE Member Advocate® to repair my property, but I already have a service provider that I'd like to use. Can a Member Advocate still help me coordinate appointments and schedule service?

PURE Member Advocates® are happy to work with our customers' preferred providers. Simply let us know that there is a contractor or professional that you like, and we'll get in touch with them to facilitate service for you. We're always looking to grow our list of preferred service providers, and we appreciate our customers' input. Contact our Member Advocates at memberadvocate@pureinsurance.com or by phone at 888.813.7873.

FAQ for Brokers

Broker Appointment

Can I work with PURE Programs without a PURE appointment?

Brokers working with PURE Programs must be appointed with PURE Insurance or PURE Connect.

How do I get an appointment with PURE Programs?

Please fill in our broker appointment application to apply for an appointment with PURE Programs. A Business Development Manager will contact you about the status of your application.

Do I need to be a licensed E&S broker to work with PURE Programs?

No, PURE Programs is a Managing General Underwriter and holds the appropriate surplus lines licenses. Brokers need to be licensed in the states where their client's policy is written to provide the appropriate diligent effort requirements.

Commission

When is commission paid?

PURE Programs pays commission on the 15th of the month. PURE Programs commission statements and payments are separate from PURE.

Does my PURE Programs production count toward my Profitable Growth Reward with PURE?

No, PURE Programs is a separate entity. Production with PURE Programs does not count toward the PURE PGR.

Writing Companies

What are the writing company NAIC numbers?

Indian Harbor: 36940

National Fire & Marine: 20079

What is the AM Best rating of our writing companies?

PURE Programs works only with carriers rated A or better by AM Best.

Quoting

How do I quote with PURE Programs?

Brokers can quote themselves through PURE Online, or brokers can send quotes to our team at quotes@pureprograms.com.

Can I offer a PURE Programs quote if my client has a PURE admitted option?

No, PURE Programs will not offer terms if PURE admitted is offering a quote.

Who do I contact with download inquiries?

You can contact download@pureinsurance.com with questions about download.

FAQ for Customers
FAQ for Brokers
FAQ for Customers

Billing

How can I set up different payors on my Billing Accounts?

Billing accounts can be set up for customers, other individuals and legal entities. Please contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

What are my billing plan options?

PURE Programs insurance policies are typically billed on a quarterly basis with an option to be billed annually. To enroll in annual billing, please contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

When will I receive my billing statement?

When you first become insured through PURE Programs, your initial statement will be sent by your preferred delivery method within two weeks. All following statements will be mailed 20 days before payment is due. If your account is paid in full, you will not receive a statement until your renewal, unless there is new activity on your policy.

When is payment due?

Payment is due 20 days from the statement date. The due date is indicated below the balance due displayed on your invoice. Statements marked as "overdue" are due immediately. Should you need to change your due date for future bills, please contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

How should I submit my payment?

Pay by Mail: You can mail a personal check payable to PURE Programs to our billing facility at the appropriate address below. Please attach the payment coupon located at the bottom of your PURE Programs billing statement and include your Billing Account number on the check.

PURE Programs, Lockbox #5965, PO BOX 95000, Philadelphia, PA 19195-0001

If you are sending your check via overnight mail:

Attn: Accounting, PURE Insurance, 44 S Broadway, Suite 301, White Plains, NY 10601

What types of payment methods can I use to pay my premium?

Checking or Savings Account: You can pay your premium from a checking or savings account by mail.

Can I combine my PURE and PURE Programs policies into a single billing account or consolidate my payments?

PURE and PURE Programs are two separate legal entities, therefore they must be billed and paid separately. We cannot apply cash or credit between PURE and PURE Programs policies.

What are my bill delivery options?

PURE Programs policies can be sent through eDelivery or mail. You can sign up for eDelivery or change your billing address by contacting your broker or Member Services at 888.813.7873 or service@pureinsurance.com.

I'm signed up for eDelivery. How can I obtain a hard copy of my statement?

You can contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com to request a hard copy of your statement.

I'm signed up for eDelivery, and I've just received my eBill. How do I open the PDF?

When you click the PDF attachment for your billing statement, enter your billing zip code when prompted for your password. Please note that you can also access our one-time payment site directly from the PDF.

Why is my first quarterly installment larger than future installments?

The first installment includes 25% of the annual premium as well as the full amount of the inspection fee (if applicable) and any other required state taxes or fees. The remaining installments will represent only 25% of the annual premium.

Can I have my mortgage company billed for my Homeowners policy?

Yes. If PURE Programs is advised that your mortgage company is your policy’s payer, we will bill your mortgage company directly. The Homeowners policy that is billed to your mortgage company will not appear on your account billing statement, nor will you receive a copy of the mortgagee bill.

I forgot to pay my bill and received an overdue bill notice. What should I do?

If you have received an overdue notice, your policy is in danger of cancellation. Please contact us immediately to pay your bill. Note that cancellation will not take effect without you being notified.

I have changed my insurance carrier and want to cancel my policy. How can I do this?

We are sorry to see you go. To cancel your policy, contact your broker or Member Services at 888.813.7873 or service@pureinsurance.com. Please note, if you are seeking to cancel your policy with an effective date in the past, you must provide proof of replacement coverage.

How can I investigate a specific charge?

Recent transactions will always be displayed on the last page of your statement. You may also contact Member Services at 888.813.7873 or service@pureinsurance.com.

How can I speak to someone about my statement?

Contact Member Services at 888.813.7873 during regular business hours: Monday through Friday between 7:00 AM and 9:00 PM ET, and Saturday between 8:00 AM and 8:00 PM ET. You may also email service@pureinsurance.com, and we will respond to your inquiry in a timely manner.

I received a bill in the mail after I sent my payment. Is any further action required of me?

It is possible that your payment was processed after we sent the bill. If you would like to verify that your payment was received, please contact Member Services at 888.813.7873 or service@pureinsurance.com.

Claims

Who do I call if I have a claim outside of normal business hours?

PURE claims service support is available 24 hours a day, seven days a week at 888.813.7873. Outside of regular business hours (Monday through Friday between 8:30 AM and 6:00 PM ET), customers reporting a claim will reach an external service specializing in receiving first notices of losses. Emergency situations will be referred to PURE claims adjusters.

I've just filed my claim. Now what can I expect?

After discussing with you the nature of your claim, your licensed adjuster will make arrangements to view damages to your property and address your loss. You can expect one-on-one service and consistent communication throughout this process.

There were significant damages to my property, and I'd like help repairing them. Can PURE Programs help me find and make arrangements with the right contractors and service providers?

Yes, a PURE Member Advocate® can assist you. PURE Programs may provide a personal advocate to customers following a claim to help assist with the administrative hassles associated with a loss. Your Member Advocate will be happy to provide recommendations regarding highly qualified professionals and repair or replacement options for damaged property. Your Member Advocate is also there to help arrange temporary living accommodations when your home is inaccessible. Contact a Member Advocate at memberadvocate@pureinsurance.com or by phone at 888.813.7873.

I want to work with a PURE Member Advocate® to repair my property, but I already have a service provider that I'd like to use. Can a Member Advocate still help me coordinate appointments and schedule service?

PURE Member Advocates® are happy to work with our customers' preferred providers. Simply let us know that there is a contractor or professional that you like, and we'll get in touch with them to facilitate service for you. We're always looking to grow our list of preferred service providers, and we appreciate our customers' input. Contact our Member Advocates at memberadvocate@pureinsurance.com or by phone at 888.813.7873.

FAQ for Brokers

Broker Appointment

Can I work with PURE Programs without a PURE appointment?

Brokers working with PURE Programs must be appointed with PURE Insurance or PURE Connect.

How do I get an appointment with PURE Programs?

Please fill in our broker appointment application to apply for an appointment with PURE Programs. A Business Development Manager will contact you about the status of your application.

Do I need to be a licensed E&S broker to work with PURE Programs?

No, PURE Programs is a Managing General Underwriter and holds the appropriate surplus lines licenses. Brokers need to be licensed in the states where their client's policy is written to provide the appropriate diligent effort requirements.

Commission

When is commission paid?

PURE Programs pays commission on the 15th of the month. PURE Programs commission statements and payments are separate from PURE.

Does my PURE Programs production count toward my Profitable Growth Reward with PURE?

No, PURE Programs is a separate entity. Production with PURE Programs does not count toward the PURE PGR.

Writing Companies

What are the writing company NAIC numbers?

Indian Harbor: 36940

National Fire & Marine: 20079

What is the AM Best rating of our writing companies?

PURE Programs works only with carriers rated A or better by AM Best.

Quoting

How do I quote with PURE Programs?

Brokers can quote themselves through PURE Online, or brokers can send quotes to our team at quotes@pureprograms.com.

Can I offer a PURE Programs quote if my client has a PURE admitted option?

No, PURE Programs will not offer terms if PURE admitted is offering a quote.

Who do I contact with download inquiries?

You can contact download@pureinsurance.com with questions about download.