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888.813.7873

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FAQs

PURE Insurance Billing

  • What are my payment options?

    All PURE members are enrolled in a quarterly payment plan with the option to pay in full at any time. The minimum amount due and the remaining balance on your account will both be clearly displayed on your quarterly statement.

  • When is payment due?

    Payments are due 20 days from the statement date. The due date will be indicated below the minimum amount due displayed on your invoice. Statements marked as "overdue" are due immediately.

  • How should I submit my payment?

    PURE offers several different ways to submit payment, none of which are associated with any fees:


    Online Payment: You can pay your premium for individually billed policies online via the PURE Member Portal. Consolidated policies can be paid via our one-time payment portal, which is also accessible by clicking the button displayed at the top of all electronically delivered statements.


    Pay by Phone: You can pay your premium over the phone by calling our Member Services team at 888.813.7873. We are available to assist you with the payment process Monday through Friday between 7:00 AM and 9:00 PM ET, and Saturday between 8:00 AM and 8:00 PM ET.


    Pay by Check: To pay by personal check, please mail payment to our billing facility at the appropriate address below. Please attach the payment coupon located at the bottom of your PURE billing statement and include your member identification number on the check.


    If you are a PURE Insurance member, please mail your check to PURE Insurance, Lockbox #2655, PO BOX 95000, Philadelphia, PA 19195-0001


    If you are a PURE Programs policyholder, please see our PURE Programs Billing FAQs.


    If you are sending a check via overnight mail for any type of policy, please mail your check to Attn: Accounting, PURE Insurance, 44 S Broadway, Suite 301, White Plains, NY 10601


    Autopay: You can enroll in a recurring payment plan to have premium installments automatically drafted from a checking account, credit card or debit/A.T.M. card. Autopay registration can be completed within the PURE Member Portal or by calling our Member Services team at 888.813.7873.


    For credit and debit/A.T.M. cards, recurring payment plans must draft the full balance annually. For checking accounts, you may choose to have the minimum due drafted quarterly or the full balance drafted annually.

  • What types of payment methods can I use to pay my premium?

    Checking or Savings Account: You can pay your premium from a checking or savings account online, over the phone or by mail.


    Credit or Debit/A.T.M. Card: Credit cards and debit/A.T.M. cards may be used for full balance payments or installments that exceed a total of $2,500. We accept Visa, MasterCard, American Express and Discover.


    Wire Transfer: To obtain PURE’s account information for wire transfers, please contact Member Services at 888.813.7873.

  • When will I receive my billing statement?

    When you first join PURE, your initial invoice will be sent within two weeks via your preferred delivery method. All following statements will be sent on or around the 10th of the month in which premium is due. If your account is paid in full, you will not receive a statement until your renewal, unless there is new activity on your policy.

  • I’m signed up for eDelivery. How can I obtain a hard copy of my statement?

    You can print a hard copy of your statement at any time from the PURE Member Portal. You may also call your broker or Member Services at 888.813.7873 to request a copy.

  • I've signed up for eDelivery, and I've just received my eBill. How do I open the PDF?

    When you click the PDF attachment for your billing statement, it will request a password. Your billing zip code serves as your password. Please note that you can also access our one-time payment site directly from the PDF.

  • Why is my first quarterly installment larger than future installments?

    The first installment includes 25% of the annual premium along with the full amount of your surplus contribution and any other required state taxes or fees. The remaining installments will represent only 25% of the annual premium.

  • Can I have my mortgage company billed for my Homeowners policy?

    Yes. If PURE is advised that your mortgage company is your policy’s payer, we will bill your mortgage company directly. The Homeowners policy that is billed to your mortgage company will not appear on your account billing statement, nor will you receive a copy of the mortgagee bill.


    Please note that mortgage companies will sometimes make payments for premium only. Please contact your mortgage company to notify them that they must also include payment for surplus contributions and state mandated taxes/fees, if applicable. 

  • My statement indicates that my account is "overdue." Is my policy going to be cancelled?

    Overdue notices are sent if the amount due for a given month is not paid by the next statement date. If payment is not received once you have received an overdue notice, your policy will be in danger of cancellation. Please note that explicit notice will be given before any cancellation takes effect.

  • How can I investigate a specific charge?

    Recent transactions will always be displayed on the second page of your statement. If you have any questions, you can access further details in the PURE Member Portal. You may also call Member Services at 888.813.7873 or email service@pureinsurance.com.

  • How can I speak to someone about my statement?

    Please feel free to contact Member Services at 888.813.7873 during regular business hours (Monday through Friday between 7:00 AM and 9:00 PM ET, and Saturday between 8:00 AM and 8:00 PM ET). You may also email service@pureinsurance.com, and we will respond to your inquiry in a timely manner.

  • I received a bill in the mail after I sent my payment. Is any further action required of me?

    It is possible that your payment was processed after we sent the bills in that particular month. If you would like to verify that your payment was received, please log in to the PURE Member Portal or call Member Services at 888.813.7873.

PURE Programs Billing

  • What are my payment options?

    All PURE Programs insurance policies are enrolled in a quarterly payment plan with the option to pay in full at any time. The minimum amount due and the remaining balance on your account will both be clearly displayed on your quarterly statement. At this time, your policy can only be paid via personal check. We do not accept credit cards or other payment methods.

  • When is payment due?

    Payments are due 20 days from the statement date. The due date will be indicated below the balance due displayed on your invoice. Statements marked as "overdue" are due immediately.

  • How should I submit my payment?

    We request that you mail a personal check payable to PURE Programs, LLC to our billing facility at the appropriate address below. Please attach the payment coupon located at the bottom of your PURE billing statement and include your policy number on the check.

    For regular PURE Programs payments to Indian Harbor Insurance Company:

    PURE Programs, Lockbox #5965, PO BOX 95000, Philadelphia, PA 19195-0001

    For regular PURE Programs payments to National Fire & Marine Insurance Company:

    PURE Programs, Lockbox #1312, PO BOX 95000, Philadelphia, PA 19195-0001

    If you are sending your check via overnight mail:

    Attn: Accounting, PURE Insurance, 44 S Broadway, Suite 301, White Plains, NY 10601

  • What are my bill delivery options?

    All PURE Programs policies will be invoiced via paper mail. You can change your billing address at any time, but the invoice will always be mailed and the full balance shown on the statement will always be due. 

  • When will I receive my billing statement?

    When you first become insured through PURE Programs, your initial invoice will be mailed within two weeks. All following statements will be mailed on or around the 10th of the month in which premium is due. If your account is paid in full, you will not receive a statement until your renewal, unless there is new activity on your policy.

  • Why is my first quarterly installment larger than future installments?

    The first installment includes 25% of the annual premium as well as the full amount of the inspection fee (if applicable) and any other required state taxes or fees. The remaining installments will represent only 25% of the annual premium.

  • Can I have my mortgage company billed for my Homeowners policy?

    Yes. If PURE Programs is advised that your mortgage company is your policy’s payer, we will bill your mortgage company directly. The Homeowners policy that is billed to your mortgage company will not appear on your account billing statement, nor will you receive a copy of the mortgagee bill.

  • My statement indicates that my account is "overdue." Is my policy going to be cancelled?

    Overdue notices are sent if the amount due for a given month is not paid by the next statement date. If payment is not received once you have received an overdue notice, your policy will be in danger of cancellation. Please note that explicit notice will be given before any cancellation takes effect.

  • Can I consolidate payment between my PURE Insurance and PURE Programs policies?

    No. Your PURE Insurance and PURE Programs policies must be paid separately, as we cannot apply cash or credit between PURE Insurance and PURE Programs policies. If you send your PURE Programs premium to PURE Insurance, or vice versa, a refund of the excess premium will be issued, and a revised payment will be required.

  • How can I speak to someone about my statement?

    Please feel free to contact Member Services at 888.813.7873 during regular business hours (Monday through Friday between 7:00 AM and 9:00 PM ET, and Saturday between 8:00 AM and 8:00 PM ET). You may also email service@pureinsurance.com, and we will respond to your inquiry in a timely manner.

  • I received a bill in the mail after I sent my payment. Is any further action required of me?

    It is possible that your payment was processed after we sent the bills in that particular month. If you would like to verify that your payment was received, please call Member Services at 888.813.7873.

Claims

  • Who do I call if I have a claim outside of normal business hours?

    PURE claims service support is available 24 hours a day, seven days a week at 888.813.7873. Outside of regular business hours (Monday through Friday between 8:30 AM and 6:00 PM ET), members reporting a claim will reach an external service specializing in receiving first notices of losses. Emergency situations will be referred to PURE claims adjusters.

  • I've just filed my claim. Now what can I expect?

    After discussing with you the nature of your claim, your licensed adjuster will make arrangements to view damages to your property and address your loss. You can expect one-on-one service and consistent communication throughout this process.

  • There were significant damages to my property, and I'd like help repairing them. Can PURE help me find and make arrangements with the right contractors and service providers?

    Yes, a PURE Member Advocate® can assist you. PURE provides a personal advocate to members following a claim to help assist with the administrative hassles associated with a loss. Your Member Advocate will be happy to provide recommendations regarding highly qualified professionals and repair or replacement options for damaged property. Your Member Advocate is also there to assist in purchasing a new vehicle in the case of a total loss and to help arrange temporary living accommodations when your home is inaccessible. Contact a Member Advocate at memberadvocate@pureinsurance.com or by phone at 888.813.7873.

  • I want to work with a PURE Member Advocate® to repair my property, but I already have a service provider that I'd like to use. Can a Member Advocate still help me coordinate appointments and schedule service?

    PURE Member Advocates® are happy to work with our members' preferred providers. Simply let us know that there is a contractor or professional that you like, and we'll get in touch with them to facilitate service for you. We're always looking to grow our list of preferred service providers, and we appreciate our members' input. Contact our Member Advocate at memberadvocate@pureinsurance.com or by phone at 888.813.7873.

  • I have a PURE Auto Policy, and I've just been in a car accident in a rental vehicle. Does my auto coverage still apply?

    Yes. PURE's Private Fleet Automobile insurance applies for rental vehicles worldwide for up to 90 days.

Subscriber Savings Accounts (SSAs)

  • What are Subscriber Savings Account (SSAs)?

    Every insurance company requires capital (often referred to as policyholder surplus) in order to prudently manage the risk of the policies issued. However, capital management strategies can vary greatly depending on the insurance company’s ownership model. As a member-owned (policyholder-owned) insurance company, PURE may allocate a portion of its total capital to individual members through SSAs. 

  • How much did PURE allocate to SSAs for the 2019 calendar year?

    PURE allocated $22,000,000 into Subscriber Savings Accounts (SSAs) for the 2019 calendar year. This marks the eighth consecutive year in which we’ve made an allocation. To date, more than $100,000,000 has been allocated back to the membership through SSAs. To learn more, watch this video.

  • What are the benefits of SSAs?

    Benefits to PURE 

    The funds held within SSAs remain on PURE’s balance sheet and are available to PURE to meet claim and expense obligations. This contributes to PURE’s financial strength and keeps its cost of capital low by reducing the reliance on expensive third-party capital. In addition, SSA allocations can reduce PURE’s taxable income, so they contribute to PURE’s ability to grow its capital in a highly efficient manner. 

    Benefits to Members 

    Because these funds remain on PURE’s balance sheet, they help to keep premiums low. They also provide an incentive for PURE to deliver great service to our membership because, in the event you leave PURE, the funds within your SSA at that time (less any premiums owed to PURE) will be returned to you (or your estate in the case of death).

  • How does the balance of my SSA increase?

    Your SSA balance can increase only as the result of future allocations. The balance does not earn interest and you cannot make deposits into this account. While future allocations are not guaranteed, PURE has made an allocation in each of the past eight consecutive years.*

    *Since SSAs remain on PURE’s balance sheet and are available to PURE to meet its claim or expense obligations, your SSA balance could decrease in the extreme event that the funds were utilized for that purpose. This unlikely scenario has not happened in PURE’s history, nor do we have any reason to believe that it will occur in the future. Allocations will not be made when the earned premium portion would have resulted in an allocation of less than $10. These FAQs are descriptive. The precise handling of SSA’s is subject to PURE’s Subscriber’s Agreement and Power of Attorney, with oversight from the Florida Office of Insurance Regulation. You can view the agreement and obtain additional information at pureinsurance.com. PURE’s operating results depend substantially upon the Company’s loss experience.

  • Can I access these funds or apply them to premiums I owe?

    • For the first nine years of membership, you cannot withdraw from it, nor can the balance be used to pay your premium. The funds within it will remain on PURE’s balance sheet to support PURE’s overall claims-paying ability, benefiting the membership as a whole.
    • After 10 years of membership you become a PURE Gold* member, and in recognition of your loyalty, you will be eligible for annual cash distributions from this account. 

    *PURE Gold is the marketing name used to refer to Senior Members, a designation given to PURE members (policyholders) who have been a part of the membership for ten years or more.

  • What is PURE Gold?

    New this year, PURE Gold is a loyalty program recognizing members who have been with us for ten years or more. PURE Gold members are eligible for annual cash distribution of up to 20 percent of their total SSA balance. 

    Distributions and their amount will be made at the discretion of management (based on the performance of the business in that year,) and require regulatory approval. Members who are eligible for gold status as of December 31, 2019, received an email with two options for their distribution—a mailed check or donation. Distribution checks began mailing the week of July 27, 2020.

  • How much did PURE distribute to PURE Gold members for the 2019 calendar year?

    This marks our first year of making a distribution; more than 2,500 members received a total of $610,000 for the 2019 calendar year.

  • When will PURE Gold members receive their distribution?

    PURE Gold members will receive an email with two options for their distribution: a mailed check or donation. Please login to the Member Portal for more information about distributions.

    You become a PURE Gold member on December 31 of your 10th anniversary with PURE. (To find out when you become a PURE Gold member, visit your Profile Settings page in the PURE Member Portal.) You will receive an email communication with more information about your distribution in July of the following year.


  • Will PURE make a distribution every year?

    Distributions and their amount (up to 20 percent of an individual member’s total SSA balance) are not guaranteed. They will be made at the discretion of management based on the performance of the business in that year, and require regulatory approval.

  • What are the tax consequences to me of my SSA?

    SSA allocations and distributions are generally considered a return of premium so, unless you have a unique circumstance that enabled you to deduct the original cost of your PURE policies from your taxable income, the SSA allocation should not create a taxable event. However, PURE is not a tax advisor and suggests you consult your financial planner or tax preparer with questions or for advice.

  • Who can I contact if I have further questions about SSAs?

    Should you have any additional questions on SSAs, please call 888.813.7873, email service@pureinsurance.com or login to the PURE Member Portal.