FAQs

Questions

Agent FAQs

  1. How do I become an agent?
  2. Independent Agent

Automatic Payment FAQs

  1. Is my policy eligible for recurring automatic payments?
  2. When can I enroll in the automatic payments program?
  3. What are the available payment plan options for the automatic payments program?
  4. Will I be notified of each installment withdrawal?
  5. Can I change the dates of my withdrawals?
  6. Are there fees associated with participating in the automatic payments program?
  7. How will earned premium be withdrawn in the event my policy term is expired or cancelled?
  8. What if my payment is returned due to insufficient funds?
  9. How will my audit premium be withdrawn once my audit is completed?
  10. How do I update my checking account information?
  11. How do I terminate my participation in the automatic payments program?
  12. What information do I need to enroll in the automatic payments program?

Billing FAQs

  1. Where can I find my agent's telephone number?
  2. Where can I find my policy number?
  3. What are the effective and expiration dates of my policy?
  4. What if I pay my premium and then my mortgage company pays?
  5. What if I have a cancellation notice for nonpayment of premium?
  6. Why is my bill amount different than last month's invoice?
  7. Does my payment have to be received or postmarked by the due date?
  8. How can I change my current payment plan?
  9. What credit cards does Cumberland accept?
  10. How long will it take Cumberland to process my credit card payment?
  11. Can a partial payment be paid by credit card or electronic check?
  12. What will happen if my payment is returned as NSF (Insufficient Funds / Bounced Check)?

Claims FAQs

  1. How do I file a claim?
  2. How do I find information about my Insurance claim?
  3. How long will my claim take?
  4. What's a Deductible?
  5. The accident wasn't my fault. Will I have to pay my deductible?
  6. What should I do if I receive notice of a claim against me?
  7. Will my insurance premium increase if I file a claim?
  8. Is my claim covered?
  9. What if I have an emergency situation and need repairs immediately?
  10. Do I need to file a police report?

General FAQs

  1. AM Best Rating
  2. Mutual Company
  3. Minerva



Answers

Agent FAQs

  1. Q. How do I become an agent?
    A. Please contact us through our website: http://cumberlandgroup.com/surveys/become-an-agent

  2. Q. Independent Agent
    A. The Independent Agents representing The Cumberland Insurance Group are committed to meeting your needs and expectations in the most professional manner possible. Currently the number of Independent Agents representing The Cumberland Insurance Group totals over 400 in the states of New Jersey, Pennsylvania, Delaware and Maryland. Independent Agents are experts in their field. They are supported by a variety of professional associations that provide them with information on industry changes, educational seminars and the training necessary to help them serve you better. Your Independent Agent is your neighbor, available to answer your insurance questions and stand by you in your time of need. They can also assist you through the claims process by completing forms and working with adjusters. In their role as our representative, they present you with individualized service at a fair price, tailoring your insurance coverage to your needs. They provide a local presence offering the expertise to assist you in minimizing the risks which may threaten your financial security. Talk to your agent about your insurance needs and take the mystery out of insurance. Unlike agents who represent only one insurance company, your Independent Agent can select an insurance company who can provide you with the best coverage at a reasonable price.

Automatic Payment FAQs

  1. Q. Is my policy eligible for recurring automatic payments?
    A. All direct bill policies are currently eligible for recurring automatic payments. Mortgagee bill or premium finance bill policies are not eligible for recurring automatic payments.

  2. Q. When can I enroll in the automatic payments program?
    A. When your policy is up for renewal, you can enroll from the time you receive your renewal paperwork in the mail up until the effective date of your policy term. If your policy is a new business policy, you can enroll within 20 days of your policy effective date.

  3. Q. What are the available payment plan options for the automatic payments program?
    A. We offer four payment plan options for the automatic payments program:
    Annual: Premium Withdrawn in One Annual Installment
    Semi-Annual: Premium Withdrawn in Two Semi-Annual Installments
    Quarterly: Premium Withdrawn in Four Quarterly Installments
    Twelve Pay Monthly: Premium Withdrawn in Twelve Monthly Installments

  4. Q. Will I be notified of each installment withdrawal?
    A. After your enrollment is processed, you will receive one notice explaining future payment amounts and dates. If you select either the semi-annual or quarterly payment plan options, you will receive a withdrawal reminder prior to each installment being withdrawn. You will receive an email confirmation after each successful installment withdrawal. Please note that if you are enrolled in Automatic Payments 12 pay you will not receive a monthly invoice, unless there is a change to the installment amount (endorsement or other premium-altering transaction).

  5. Q. Can I change the dates of my withdrawals?
    A. No, your installment withdrawal date is determined by the effective date of your policy. For example, a policy that is effective on January 5th will have each installment withdrawn on the 5th day of each month according to your selected payment plan. If your withdrawal date falls on a weekend or holiday, your payment will be withdrawn on the next business day. If your withdrawal date falls on the 29th, 30th, or 31st of the month, your payment will be withdrawn on the first business day of the following month.

  6. Q. Are there fees associated with participating in the automatic payments program?
    A. A reduced installment fee of $1/installment will apply to each installment after the first one of each policy term. There are no other participation fees associated with the automatic payments program.

  7. Q. How will earned premium be withdrawn in the event my policy term is expired or cancelled?
    A. Earned premium generated on an expired or cancelled policy term will be automatically withdrawn within 30 days of the expiration/cancellation date. A notice will be mailed prior to withdrawal.

  8. Q. What if my payment is returned due to insufficient funds?
    A. If your payment is returned due to insufficient funds, a $15 insufficient funds charge will be applied to your account. You must replace the returned payment (including the insufficient funds charge) prior to the next scheduled withdrawal. If two or more of your payments are returned due to insufficient funds within a twelve month period, you will be ineligible to continue participating in the automatic payments program. You will only be eligible to re-enroll after twelve additional months have elapsed and your policy is within the enrollment window timeframe mentioned above.

  9. Q. How will my audit premium be withdrawn once my audit is completed?
    A. Audit premium generated on auditable commercial lines policies will be automatically withdrawn within 30 days of the completion of the audit process. A notice will be mailed prior to withdrawal. If the audit premium generated is more than $15,000, the audit premium will not be automatically withdrawn. An invoice will be mailed within 30 days of the completion of the audit process.

  10. Q. How do I update my checking account information?
    A. To update your checking account information, please go to Billing & Payments and log into the Customer Portal. Once you have logged in, click My Wallet. On this page you can edit, remove, or add payment methods.

  11. Q. How do I terminate my participation in the automatic payments program?
    A. To terminate your participation in the automatic payments program, please go to Billing & Payments and log into the Customer Portal. On the Policies screen, find the policy you wish to remove automatic payments from and click the Yes/No button under Automatic payments. A confirmation box will appear, review the policy number to ensure you selected the correct policy and then click confirm.
    Your enrollment termination must be received at least 5 business days prior to your scheduled withdrawal in order to be effective for that installment. Once your enrollment termination is processed, your policy will be endorsed to direct bill and you will begin to receive invoices for each installment due. Your payment plan will be assigned according to the direct bill payment option that most resembles your previous automatic payment plan, which may result in an increase in your scheduled payments. Please note that a 12 pay plan is not offered for direct bill, if you were enrolled in the automatic 12 pay plan you will be assigned to the direct bill 10 pay plan.

  12. Q. What information do I need to enroll in the automatic payments program?
    A. To enroll in the automatic payments program, you will need your policy number, billing zip code, bank routing number, account number, and name on the account from which you would like the payments withdrawn.

Billing FAQs

  1. Q. Where can I find my agent's telephone number?
    A. The agent's telephone number is located on your policy declaration and invoices.

  2. Q. Where can I find my policy number?
    A. Your policy number is located on the top of your policy declaration and invoices. It is indicated by a two or three digit alpha prefix followed by a series of numbers.

  3. Q. What are the effective and expiration dates of my policy?
    A. The policy term dates can be found on your policy declaration page as well as your invoice. You can contact your agent for more details.

  4. Q. What if I pay my premium and then my mortgage company pays?
    A. Unless otherwise directed, Cumberland will send the refund to the insured.

  5. Q. What if I have a cancellation notice for nonpayment of premium?
    A. Payment must be received by Cumberland no later than the date stated on the cancellation notice.

  6. Q. Why is my bill amount different than last month's invoice?
    A. Your bill amount may be different due to several reasons. Some of the more common reasons are as follows:
    a. Endorsement premium charge or credit
    b. Cancellation of policy
    c. Overpayment or underpayment of a previous invoice
    d. Audit charge or credit (commercial only)

  7. Q. Does my payment have to be received or postmarked by the due date?
    A. Your payment must be received by the due date.

  8. Q. How can I change my current payment plan?
    A. Changes to your automatic payment plan can be made through the customer billing portal. Any other requests for plan changes must be made directly to your agent.

  9. Q. What credit cards does Cumberland accept?
    A. We currently accept Visa, MasterCard, Discover, and most major debit cards.

  10. Q. How long will it take Cumberland to process my credit card payment?
    A. Payments made before 7:45pm EST Sunday through Thursday will post to your account that night. Payments made Friday and Saturday will post to your account on Sunday night.

    Payments are not processed on New Year’s Day, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Columbus Day, Thanksgiving Day, The Day After Thanksgiving, Christmas Day, and any other company holidays.

  11. Q. Can a partial payment be paid by credit card or electronic check?
    A. No, the full balance or entire installment amount must be paid when paying electronically.

  12. Q. What will happen if my payment is returned as NSF (Insufficient Funds / Bounced Check)?
    A. Check payments not honored by the financial institution will not be redeposited. An insufficient fund fee of $15 will apply for all checks not honored due to insufficient funds.

Claims FAQs

  1. Q. How do I file a claim?
    A. To Report a Claim Online:
    Go to http://cumberlandgroup.com/report-a-claim/online-claims-report

    To Report a Claim by Phone or Mail:
    Please contact your Independent Insurance Agent who will be able to assist you
    with the handling of your claim. If you do not know the name or number for your agent, you may contact our home office at 1-800-232-6992 for assistance.

    For Emergency Claims Requiring Immediate Attention after Hours:
    Please contact a Cumberland Representative at 1-800-232-6992.

  2. Q. How do I find information about my Insurance claim?
    A. The best way to get information on your claim is to contact the Claim Adjuster or Analyst assigned to your claim. If you do not know the name of your adjuster, you may contact our home office at 1-800-232-6992 for assistance. When calling, please have your policy number available.

  3. Q. How long will my claim take?
    A. Every claim is unique, and there are many different factors that could affect how long it takes to resolve your claim.

    Keep in mind that even though filing a claim is probably a rare event for you, our claims team is made up of experienced professionals who work with issues similar to yours day in and day out. We'll always do our best to resolve your claim efficiently.

  4. Q. What's a Deductible?
    A. Your deductible is the amount you've agreed to pay out of your pocket before Cumberland pays for any covered losses.

    Here's an example. Assume you have $2,000 worth of covered damage, and you chose a $500 deductible, applicable to that coverage, when you bought the policy. In this scenario, you pay $500, and Cumberland Insurance pays the rest.

  5. Q. The accident wasn't my fault. Will I have to pay my deductible?
    A. Regardless of who was at fault, you'll pay a deductible for certain coverages. However, during the claim investigation, if the facts indicate there's a chance to recover payment from the person responsible for the damage, we'll attempt to recover the costs, including your deductible. If we aren't successful, you have the option of trying to recover the deductible on your own.

  6. Q. What should I do if I receive notice of a claim against me?
    A. You should report the claim immediately and provide a copy of any documents you have received notifying you of the claim. You should not discuss the circumstances surrounding the claim with anyone other than your attorney or a representative of your insurance company.

  7. Q. Will my insurance premium increase if I file a claim?
    A. Every policyholder's claim, claim history, and situation is unique, so depending on your circumstances, your premium may be affected. If you are concerned, don't hesitate to discuss with your agent.

  8. Q. Is my claim covered?
    A. Your policy was designed to suit your specific needs, so it is the best source of information on what is and is not covered. If you're not sure, we recommend filing a claim with Cumberland Insurance. The claim representative assigned to your claim will investigate the facts surrounding the loss and your specific coverage to determine if your claim is covered.

  9. Q. What if I have an emergency situation and need repairs immediately?
    A. For emergency repairs, like when a water line breaks in your home, please take care of the problem immediately so you and your family are safe. You should undertake all reasonable and necessary measures to protect your property from further damage. Save all receipts and invoices for this work and take multiple photographs throughout the process.

    For Emergency Claims Requiring Immediate Attention after normal business hours: Please contact a Cumberland Representative at 1-800-232-6992.

  10. Q. Do I need to file a police report?
    A. If you are involved in an accident or are the victim of a crime, you will need to file a police report at the time of the incident. This is particularly helpful for claims involving injury, when multiple parties are involved, or when fault is unclear.

General FAQs

  1. Q. AM Best Rating
    A. AM Best's Financial Strength Rating is an independent opinion of an insurer's financial strength and ability to meet its ongoing insurance policy and contract obligations. It is based on a comprehensive quantitative and qualitative evaluation of a company's balance sheet strength, operating performance and business profile.

  2. Q. Mutual Company
    A. A mutual insurance company is owned by its policyholders instead of stockholders. Mutual companies are usually directed by a board of directors who are often policyholders of the company. They select a president and chief executive officer to oversee daily company operations. In a mutual company, premiums are collected into a fund which claims are paid from. Income for a mutual company is generated from premium surplus and investment income.

  3. Q. Minerva
    A. The Minerva is a very important part of Cumberland’s history. Organized fire protection in the City of Bridgeton started in 1819. Sometime around 1840, the City’s original volunteer fire brigade was replaced by the Minerva Volunteer Fire Company. These volunteers used a horse drawn hand pumper fire wagon they called the Minerva. After the formation of the Cumberland Mutual Fire Insurance Company, we worked closely with the organized fire brigades in the area. This cooperation ranged from fire inspection services to outright ownership of fire apparatus such as the Minerva. The Minerva Fire Company disbanded sometime in the 1850s, and unfortunately, the original apparatus was lost. However, the Minerva continued to live on as it became a part of our Company logo. In January 2010, the Company unveiled a full size steel replica of the Minerva at the main lobby circle of the New Jersey corporate offices.

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