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Customer Service


World Class Customer Service

At Merchants Insurance Group, we know that we must earn our customers’ trust every day. Outstanding service, competitive rates, personalized attention and a wide array of products are the qualities a customer looks for in an insurance carrier – and we strive to provide those services every day.

Although we have the financial size and strength to meet the challenges of today’s competitive business environment, we still provide our agents and policyholders with the level of personal service they expect and deserve.

Regional Offices

Each of our regional offices are led by our Regional Managers and are staffed with underwriting and customer service personnel along with field representatives, referred to as our Territory Managers (TMs).  TMs are insurance professionals who develop and manage the relationship with the independent insurance agency. 

Technology

Merchants Insurance Group is committed to new technologies and online capabilities.  We continuously implement new features to make doing business with us faster and easier than ever.   Please see the upper right corner of your screen to select the appropriate area for your needs, whether you are a policyholder, an agent or vendor. Once clicking on a link, you will be directed to the correct page.

Policyholders

Our website enables you to quickly and securely take advantage of the following features:

ePolicy and eBill
Merchants Insurance Group offers 24/7 convenience, with options such as ePolicy and eBill. ePolicy enables you to view and print policy information on your Personal Auto, Home Owners, Dwelling Fire and Personal Umbrella policies online, and eBill allows you to receive your invoices electronically. If you'd like to simply view your documents online, but still receive paper copies via the postal service, you can use eView.

Payment Options
Merchants' policyholders have a number of options for paying their invoices:

In addition to mailing us a check, you can now use "Merchants Mobile", our online app for iPhone and Android smart phones. This free app allows you to pay your bill, check payment histories and due dates. If you have not already downloaded the app, which can also be used for Personal Auto claim reporting, simply visit your respective app store, download the app and begin using it immediately. You must use your Merchants' ID and password to access the app once downloaded.

Policyholders can also have their billing payment automatically deducted from their checking or saving account via Electronic Funds Transfer (EFT). To sign up for EFT or online payments, please click on the "Payment Options" tab on the top of this page.

You can make an eCheck payment over the telephone by calling our automated integrated voice response system toll free, 1-800-462-8182, 24 hours a day, 7 days a week. This phone number allows you to access our Automated Voice Response system. Using your telephone keypad, you can make a payment as well as get answers to common billing questions.

You can also securely store your checking or savings account information online for future payments. Please note: This is NOT a recurring payment plan.

We also accept credit cards, which can be used online.

Our customer service representatives can be reached at 1-800-462-8182, Monday - Friday, 8:00 a.m. - 5:00 p.m. EST.

Claims
A loss never comes at a good time, but Merchants has a number of options to make reporting a claim fast and easy with an option to suit your needs.

With online claims reporting, a Merchants' policyholder can follow the simple instructions under the "Claims" tab on our homepage. After answering a few questions, a dedicated Merchants' claims representative will contact the claimant to continue the claim process. Information on the claims process and frequently asked questions are also available on the website.

Personal auto policyholders with a claim can download our claims' reporting app, "Merchants Mobile", for their iPhone or Android smartphones. To get Merchants Mobile, visit your respective app store and search for "Merchants Insurance". The free app can be downloaded quickly and used immediately to report a personal auto claim.

And remember, a claim can always be directly reported to your agent or one of our regional claim offices. For more information, please click on the "Claims" tab at the top of this page.

Logging In
To take advantage of all our website features, please visit the Policyholders Login page and click on the "Sign up now" link.

Once successfully registered, an email will be sent to you for confirmation, and our website features will be immediately available.

Agents

Merchants also provides a section of our website exclusively for agents. In this area, agents can use Policy Inquiry, Billing Inquiry and Internet Quote and Issue for many of our product lines. Agents will also find all of our product manuals in this section. This password-protected area of our site is available to all Merchants' agency personnel in an easy to use format 24 hours per day, 7 days per week. To learn more about becoming a Merchants agent, please see Agent Qualification.

Word travels fast in our business, and a company quickly becomes known for how well it performs when called upon.  Merchants Insurance Group is up to the challenge – and earns our customers’ trust…every day.