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Claims Center

Experiencing any type of loss is stressful, and it’s important to report it as soon as possible. In all cases, it is Merchants’ goal to process your claim as quickly as possible, and to help get your life back to normal.
Report a Claim Online

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Ways to Report a Claim

Report Your Claim Online

  1. Sign in to your Policyholder Account by clicking here.
  2. Once signed in, look for the quick link and click on “Report a Claim”
  3. Not registered for our My Merchants policyholder password protected website? Sign up today!

    Log in to our “My Merchants” policyholder password protected website using your Merchants User ID and password. If you don’t have a Merchants User ID and password, click on the “Login” area in the upper right corner of the page. Select “Policyholders”, and on the next screen, select “Sign up now!”, and complete a few simple steps to get your User ID and password. You will receive a confirmation email.

    Have any questions signing up? Contact us at 800-362-3343 or

    Report a Claim

    Report Your Auto Glass Claim (Business Auto & New York Personal Auto)

    1. Sign in to your Policyholder Account by clicking here.
    2. Click on “Report Auto Glass Claim.”
    3. Not registered for our policyholder’s website?  Sign up today!

    Have any questions signing up? Refer to Report Your Claim Online or contact us at 800-362-3343 or

    Report a Claim


    Call 877-446-0431 to file your glass claim by phone.

    Report a Claim with our Merchants Mobile App

    (NY Personal Auto Only) This app is free to download and allows you to report a personal automobile claim.

    How can I get Merchants Mobile app?

    To get started, log in to the My Merchants policyholder password protected website. If you do not already have a user ID and a password for our policyholder website click “Sign Up Now!” and complete the information. Once you have established a username and password in our policyholder website, simply visit your respective app store and search for “Merchants Insurance”. The free app can be downloaded quickly and used immediately.

    I previously downloaded Merchants Mobile to pay my bill. Is this the same app? Do I need to download it again?

    Merchants Mobile is one app where you can report a personal auto claim and pay all of your bills.  If you downloaded it previously to pay your bill, you DO NOT need to download it again, but your mobile device will indicate the app needs to be updated for the new personal auto claim reporting information to appear.

    What if I have questions that aren’t answered on the app site?

    You can still access our full website, from your mobile device.

    Other Claims Information

    Personal Auto Roadside Assistance

    Merchants’ Roadside Assistance program is an optional coverage for personal auto policyholders in New York and provides you with services 24 hours a day, 7 days a week such as:

    • Towing
    • Battery jump
    • Flat tire
    • Fuel, oil, fluid or water delivery
    • Lockout assistance
    To use this program you must call 1-866-328-5771 for service.

    Assistance obtained through any source other than through the service number is not covered and is not reimbursable.

    Catastrophe Claims

    Catastrophe claims are rare, but when they do occur, they affect large numbers of policyholders and generally cause extensive damage. Catastrophes are usually triggered by natural disasters such as hurricanes, floods, high winds, hailstorms, heavy snowstorms or tornadoes.

    When a catastrophe loss has been declared, Merchants will provide a dedicated claim reporting number on our website.

    Report Fraud

    Merchants is committed to stopping insurance fraud and insurance fraud criminals. That’s why we have established the Special Investigation Unit, our team of highly trained experts who combat insurance fraud. You can be part of that team by providing any information about people who have committed insurance fraud, or intent to commit insurance fraud against Merchants.

    Just call the Merchants Insurance Group Fraud Tip-Line at 800-401-6695, 24 hours a day. We’re in this together. Together we can stop it!

    NY Workers' Compensation Direct Deposit Form

    To begin, change or cancel the transmittal of workers’ compensation benefit checks and/or proceeds from a settlement agreement pursuant to WCL § 32 directly to a financial institution, download this form: Direct Deposit DD-1 form.

    Contact Merchants by Phone


    To report an Auto Glass claim, please call 877-446-0431

    Call Merchants to report all other claims at 800-952-5246