Frequently Asked Questions

View commonly asked questions about Orchid Insurance

Policies

How do I request policy documents?

Agents may access policy documents through our policy administration systems or visit the Agent Servicing Portal to submit a case.

Click this link to create a case

If you are a policyholder, please contact your agent for assistance.

How do I cancel a policy?

Agents should submit cancellation requests through the Agent Servicing Portal.

When submitting the case, upload a signed cancellation request (LPR), along with any additional supporting documentation. Supporting documentation may include a HUD statement if the home has been sold, a copy of replacement coverage, or a certificate of occupancy if the home is no longer under construction.

Where is my policy?

Since Orchid utilizes multiple platforms, we encourage agents to visit their Agent Servicing Portal to identify which system they should access for any individual policy.

If you know a policy was bound and are awaiting issuance documents, please note it may take up to 36 hours to process bind requests. However, some markets may take up to one week for issuance. Agents can review status of policies via the Agent Servicing Portal.

If you are a policyholder, please contact your agent for assistance.

How do I make an endorsement?

Agents are required to submit an endorsement request through the Salesforce Agent portal and follow the standard instructions to create a case for the Service Operations team to complete your endorsement request. All other parties or Agents with no Salesforce Agent portal access should call us at 1-866-370-6505.

When submitting a case, include the insured’s name, policy number, the effective date of the change requested, and the changes you would like made.

Payments

How do I make a payment?

We accept payment via credit card, ACH, or check.

For credit card or ACH payments, please click here. For credit card payments (MasterCard, VISA, Discover, American Express), an additional processing fee will apply.

For check payments, please include your policy number, make payable to Orchid Underwriters and mail to:

Standard Payment Address
Orchid Underwriters
PO Box 956397
St. Louis, MO 63195-6397

Overnight Payment Address
Orchid Underwriters
c/o 956397
1005 Convention Plaza
St. Louis, MO 63101

Can I make monthly payments?

Orchid does not accept monthly payments. However, your agent may have premium financing options available to you.

How do I get a refund for a cancelled policy?

To request a refund for an endorsement or canceled policy, please send a request to [email protected]. Include the name of the insured and the policy number.

When will I receive my refund?

Refunds are issued within 2-4 weeks of the transaction being processed. If it has been more than 4 weeks and a refund has not been issued, please contact us or your agent.

Agency Maintenance

How can I get my agency appointed with Orchid?

Click here to fill out our Appointment form. An Orchid representative will respond within 2 business days.

How do I add a user?

You will need to e-mail us and provide the name, phone number, e-mail address, and agency code of the user you would like to add. Please e-mail all requests to [email protected].

Claims

How do I report a claim?

To report a claim, please contact your agent. To file a claim, please click here to locate your carrier’s adjusting firm. If you need assistance, please contact us at 866-370-6505. Once your claim is filed, the adjuster should contact you within 24 hours.

When will the adjuster reach out to me?

After you file the claim, the adjuster will reach out within 24 hours. It is the insured’s responsibility to take the necessary steps that are required to negate any further damages and secure the property until an adjuster can be on site.

Marketplace

What Carriers are available to be quoted for new business in Marketplace?

Once you login using your single sign on, you will start a quote from the page you land on. It is important to take note of the submission and the full quote number as the status will change throughout the process for example it may start as 0218383 and once you complete the application it will become 0218383-01. If you generate the quote and go back and select a different carrier, a new quote number will be generated. Please be sure to update the Replacement Cost Estimator and the risk information.

How can I get an additional quote?

From My Dashboard search for the submission number. Select the desired result. On the top line select the quote number. Scroll to the down and select “Go To Quote”. Then select “Return To Available Markets”. Please be sure to update the Replacement Cost Estimator and the risk information on the new quote.

What do I do if I am not able to navigate to the next page?

Verify that each field has a valid response, these are mandatory fields. Once all are completed you will be able to move forward.

Where do I go to see a policy status?

From Orchid Marketplace, select “My Dashboard” from the top left corner of the page. Search for the policy in question. The status will determine the next steps if it is referred contact Orchid. Please check the Agent Dashboard frequently for any updates.

What do I do if my application is referred or there are no open markets?

Contact Orchid by phone, 866. 370. 6505 for further assistance. Please have the quote number available. Once the issue has been reviewed you will receive notification.

What is the difference between the status of Bound and Issued?

Bound indicates that an offer of insurance has been made and generates a binder. Once the payment has been received and processed the status will update to Issued and the policy package will be available.

How do I enter a claim?

When you select “Go To Application” there is a section called  Agent Questions.   Select “Add Claim” under Claims History.