Frequently Asked Questions
View commonly asked questions about Orchid Insurance
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 use the Orchid Chat Now portal located on the bottom right-hand corner of this website.
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 may create a case via the Orchid Chat Now portal located on the bottom of this website.
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 may create a case via the Orchid Chat Now portal located on the bottom of this website.
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 may create a case via the Orchid Chat Now portal located on the bottom of this website.
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.
