Frequently Asked Questions

View commonly asked questions about Orchid Insurance

Policies

How do I request a document?

Do you need a copy of a Declaration Page for a policy written through Orchid? Appointed agents must download the DEC page from the policy system or submit a case through the Salesforce agent portal. If you are a named insured or additional interest on the policy, please complete the form below. Once your request is assigned, the most recent document will be sent via e-mail within 2 business days.

Click this link to create a case

PLEASE NOTE: Requests will only be honored if they are received from a party currently associated with the policy according to the latest DEC page. For any other requests, please call us at 1-866-370-6505.

How do I cancel a policy?

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

When submitting the case, upload a signed cancellation request (LPR), along with any additional supporting documentation. Supporting documentation is a document that shows why a cancellation must be effective on a specific date. Examples of such documentation include but are not limited to a warranty deed, HUD statement if the home has been sold, a certificate of occupancy if the home is no longer under construction.

Where is my policy?

Policy issuance can vary by system. Most of our policy requests are bound within 36 hours. Depending on the carrier or some other scenarios, policies can take a week to be returned. If you are an Agent, you can request status of policy issuance via the Salesforce Agent portal. Follow the standard instructions to create a case for the Service Operations team to complete your policy status inquiry. All other parties or Agents with no Salesforce Agent portal access should call us at 1-866-370-6505.

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?

Agencies can make payments with a check or through an ACH or EFT. We also accept credit card payments through our website. Click here for payment options.

Can I make monthly payments?

Orchid does not accept monthly payments. However, we can get a quote for you from a third-party finance company if needed. Please contact accounting at [email protected] to get a quote.

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.

Agency Maintenance

How can I get my agency appointed with Orchid?

Click here to fill out our Appointment form. Our Business Development team will respond to every inquiry promptly.

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?

All claims are reported directly to the carrier. Reporting may be done by either the agent or the insured. For additional information on how to contact the carrier to file a claim, please click here to go to our claims page. You will then report the claim to the carrier directly, either by e-mail or phone. It is the insured’s responsibility to secure their property until the adjuster can get there.

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.

Quoting

Why do you have three quoting portals, and which one am I using?

Orchid Connect will eventually be the only portal. We are undergoing extensive testing to make sure it is an excellent product for all our agents. The following breakdown will help you determine which system(s) you’re currently using:

  • Connect – Any commercial quotes, plus personal lines quotes for TX, LA, MS, AL, GA, SC, NC (new and renewal business); CT, DE, MA, MD, NY, NJ, RI, VA, and FL (new business)
  • Policy Plus – For all Personal Lines in any state where Orchid writes policies (excluding the states listed for Connect). Policy Plus requires a submission that results in a quote from an underwriter typically within 24 business hours
  • Coastal Agents Alliance Rater – Coastal Agents Alliance has been acquired by Orchid. All new business and renewals are handled on Connect.

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.