Create an Account
The Andover Companies Notice of our Privacy and NY Protocol for Victims of Domestic Abuse Policies
Customer Privacy is Our Concern
We maintain physical, electronic and procedural safeguards that comply with state and federal regulations to guard the personal information in our records. We also limit employee access to personal information to those with a business reason for knowing such information. Employees are required to know and comply with our privacy and confidentiality rules and we take measures to enforce employee privacy responsibilities.
We do not disclose personal information about our applicants, customers or former customers to anyone except as permitted or required by law. We make no disclosures of personal information to other companies for their direct marketing activities; for example, we will not sell customer names to catalog companies.
The Types And Sources Of Personal Information We Collect
We obtain most of our personal information from applicants and customers, directly or through independent insurance agents, on application or other forms, by phone, mail, via online submissions, or in person. Such information may include identifying and biographical information, e.g., social security number; driver’s license number; information about employment status and history; marital status; residency and home ownership; insurance coverage, premium, and claim history; and investigative information related to claims such as witness statements and police reports. We may also use information about customers from their other transactions with us and our independent insurance agents.
Depending on the nature of an insurance transaction, we may need additional information about an applicant or a customer. As an example, for Personal Umbrella Coverage, we may need information from motor vehicle records; for property coverages, we may send someone to inspect the property and verify information about its value and condition. A photo of any property to be insured might be taken. We may review claim and loss histories, such as insurance claims information and other loss information reports, and we may also obtain financial information to adjust some claims.
We may obtain the additional information we need from third parties, such as other insurance companies, government agencies, insurance support services, information clearinghouses, courts and other public records. We may receive consumer credit information from a consumer reporting agency. The agency that prepares a consumer report for us may retain that report and disclose it to other persons as permitted by law. We do not gather information through investigative consumer reports, i.e., a consumer report in which information about a natural person’s character, general reputation, personal characteristics or mode of living is obtained through personal interviews with the person’s neighbors, friends, associates, acquaintances or others who may have knowledge concerning such items of information.
Our Uses Of Personal Information
We collect and use personal information for business purposes in connection with our insurance relationship with our customers and prospective customers. These business purposes include evaluating applications for our insurance products or services, administering our products or services, responding to claims for coverage and benefits, and processing other transactions requested by our customers. We review such personal information in acting on applications for insurance coverage and in determining premium rates, issuing and servicing insurance policies and settling claims.
If coverage is declined or the charge for coverage is increased because of information contained in a consumer report we obtained, we will inform the applicant as required by state law and the federal Fair Credit Reporting Act. We also will give the applicant the name and address of the consumer reporting agency making the report.
Disclosure Of Personal Information
We will disclose personal information to others only when it is necessary to conduct our business or is required by law. We may disclose all information we collect, as described above, to the following types of third parties for the following purposes:
- Providers of various business services, to enable them to perform such services for us or on our customers’ and/or on our behalf, such as assisting us in evaluating and processing requests for insurance or benefits, assisting with other transactions requested by prospective and actual customers, and performing general administrative tasks for us. Such recipients may include, though would not necessarily be limited to:
- insurance agents and brokers;
- claim adjusters, appraisers, investigators and attorneys who need the information to investigate, defend or settle claims involving our customers;
- our auditors, data processors, and reinsurance companies;
- consumer reporting agencies; and
- insurance support organizations, to whom we may provide policy and claim history information for use in insurance transactions, including for the purpose of detecting and preventing insurance crimes, misrepresentation, nondisclosure, and fraudulent claims;
- Certificate holders or policyholders, to inform them about the status of an insurance transaction;
- Lienholders, mortgagees, lessors or other persons shown on our records as having a legal or beneficial interest in a customer’s policy;
- Insurance regulatory agencies in connection with the regulation of our business;
- Law enforcement or other governmental authorities to protect our legal interests or in cases of suspected fraud or illegal activities;
- Authorized persons as ordered by a subpoena, warrant or other court order or as required by law; or
- To other third parties as permitted by law.
Access To And Correction Of Information
Customers have the right to be informed whether we have certain types of personal information in our files about them, to have reasonable access to it, and to receive a copy. However, we may elect not to disclose certain types of information collected in connection with evaluation of claims or possible lawsuits.
To exercise the right to access described above, a customer must submit a written inquiry to our Chief Information Security Officer at the contact address provided below. Such inquiry must state the customer’s name, address, date of birth, type of policy held or applied for, and the number(s) of all policies issued by us to the customer. The inquiry must also provide a copy of personal identification of the customer, such as a driver’s license, as well as a reasonable description of the information to which the customer wishes to have access.
If such information is in our possession and is reasonably locatable, retrievable and available, we will, within thirty days of our receipt of the customer’s request, inform the customer in writing of the nature and substance of such information and, upon the customer’s request, will send him or her a copy of such information. In addition, we will disclose to the customer the identity, if recorded, of persons to whom we have disclosed the customer’s personal information within two (2) years prior to the customer's request or, if such identity is not recorded, the names of organizations and persons to whom we normally disclose such information. We will also inform the customer of the name and address of any consumer credit reporting agency that prepared a report about the customer so that he or she may contact the agency for a copy of that report.
If, after reviewing such information, a customer notifies us that any of it is incorrect and should be corrected, amended or deleted, we will consider the request and within thirty business days either change our files, or inform the customer that we did not change our files, and the reason for that determination. If we do not make changes, the customer will have the right to insert in our file a concise statement containing what he/she believes to be the correct, relevant or fair information and explaining why he/she believes the information on file to be improper. We will notify persons designated by the customer to whom we have previously disclosed the information of the change or the customer’s statement. Subsequent disclosures we make also will include the customer’s statement.
Notice Regarding New York Domestic Violence Protections
New York Insurance Law § 2612 provides certain confidentiality protections for victims of domestic violence. Under that law, if a person covered by an insurance policy provides the insurer with a valid order of protection against a policyholder or another insured under the policy, then the insurer may not disclose the protected insured’s address or telephone number to that person for the duration of the order. The law also prohibits insurers from taking various types of actions against an individual solely because he or she is a victim of domestic violence.
If you are covered under an Andover Companies insurance policy in New York and would like to request confidentiality in connection with a valid order of protection, please send a copy of the order of protection via certified mail to the address listed below. Along with this request, you may also provide us with an alternative address, telephone number, or other method of contacting you.
For additional information about domestic violence resources in New York, you may contact the New York State Domestic and Sexual Violence Hotline by calling 1-800-942-6906.
We may be contacted in writing at:
Chief Privacy Officer
The Andover Companies
95 Old River Road
Andover, MA 01810-1078
The Andover Companies
Use of the Policy Portal
Submission of Payments
Payments made through the Policy Portal, like other payment methods, are subject to the terms, conditions, and requirements of your insurance policy and the payment plan that applies to your insurance policy. Payments submitted through the Policy Portal must be for at least the minimum "Amount Due" shown on your most recent invoice, but should be no more than the "Amount to Pay in Full" shown on your most recent invoice. Payments made with respect to a canceled policy will not operate to reinstate the policy.
By submitting a payment through the Policy Portal, you authorize your credit or debit card to be charged or your or your payment account to be debited, as applicable, for the specified amount. By submitting a payment, you represent that you are authorized to submit the payment, and that you are an authorized user of the credit card, debit card, or payment account from which the payment is being made.
A payment submitted through the Policy Portal may not be credited to your insurance policy the same day it is submitted, but will typically be credited by the following business day.
Payments submitted but not yet processed will appear in the Payment History section of the Portal as "pending". When a payment has been processed, it will be reflected as a "Completed Payment" in the Payment History. If your payment is not reflected as a "Completed Payment" within 1-2 business days after submission, please contact The Andover Companies Billing Department for assistance.
If a payment that you submit through the Policy Portal fails for reasons such as insufficient funds in your payment account, this will be considered a rejected payment. A $20.00 fee may be assessed for each rejected payment. If more than one payment is rejected from the same payment account, then future payments from that account may not be permitted.
The Andover Companies will notify you should any payment be rejected. A rejected payment will be considered non-payment of premium for purposes of the cancellation provisions of your insurance policy and will be handled in accordance with the terms, conditions, and requirements of your policy and the payment plan applicable to your policy.
Eligible policyholders may choose to report insurance claims to The Andover Companies using the Policy Portal's claim-reporting feature, where available. Information that you submit through the claim-reporting feature will be transmitted to The Andover Companies for processing. A confirmation screen should appear following successful submission of claim information; if a confirmation screen does not appear, you should contact The Andover Companies' Claims Department to confirm that your claim has been successfully submitted.
You are responsible for the accuracy of any information you submit in reporting a claim. By submitting claim information, you represent that you are authorized to do so and that the information is true and accurate, and you acknowledge and agree that The Andover Companies may use and rely on this information in processing and evaluating your claim. Processing and evaluation of claims submitted through the Policy Portal will be governed by the provisions of your insurance policy.
If at any time the claim reporting feature is unavailable, is experiencing down time, or otherwise is not operational, or if you are not able to access the claim reporting feature, then you should contact your insurance agent to report a claim.
Claims submitted through the Policy Portal will be processed during The Andover Companies' normal business hours. To report an urgent claim outside of The Andover Companies' normal business hours, you should contact your agent or call 1-800-225-0770 for instructions regarding emergency claim reporting.
By accessing and using the Policy Portal, you represent that you are authorized to do so and that you are accessing the Policy Portal for an authorized and legitimate purpose. Use of the Policy Portal by any unauthorized person, or for any illegal, fraudulent, improper or unauthorized purpose, is strictly prohibited. You may not use the Policy Portal in a manner that interferes with or disrupts its operation, or the operations of The Andover Companies, or in any manner that is harassing, threatening, defamatory, or that infringes on the intellectual property rights of The Andover Companies or third parties.
Protection of Log-In Information
Access to the Policy Portal is restricted to authorized users who have registered a user ID and password for the Policy Portal. Each user is responsible for keeping his or her user ID and password secure. User IDs and passwords may not be provided to unauthorized persons, and you may not allow unauthorized users to access the Policy Portal using your user ID or password information. You must notify The Andover Companies immediately if you learn or suspect that your user ID or password has been obtained by an unauthorized person or otherwise compromised.
To the fullest extent permitted by law, The Andover Companies disclaim liability for any loss, costs, damages, or expense, including, but not limited to, any incidental or consequential damages, arising or resulting from a user's failure to secure his or her Policy Portal user ID or password, or the use of a user ID or password by any unauthorized person.
Credit card, debit card, and payment account information entered through the Policy Portal will be received and processed by a payment processor ("Payment Processor"), which is independent from The Andover Companies. The Andover Companies do not control the processing or transmission of payment information by the Payment Processor, and do not warrant or guarantee the privacy or security of the Payment Processor's site.
The Policy Portal may not be available for use with all policies or in all locations. Access to the Policy Portal is on an "as is" and "as available" basis. The Andover Companies do not warrant or guarantee the availability, accessibility, timeliness, or functionality of the Policy Portal or the functions, features, or services available through the Policy Portal, The Andover Companies also reserve the right to suspend or discontinue the Policy Portal, and/or any of the functions, features, or services available through the Policy Portal, at any time.
If at any time you are unable to make a payment, submit a claim, or access policy information due to down time or other unavailability of the Policy Portal, then you should contact your agent for assistance with those actions.
The Andover Companies do not warrant or guarantee that any information you enter or submit through the Policy Portal will be free from risk of interception, misappropriation, and/or destruction by third parties. The Andover Companies similarly do not warrant or guarantee that information you obtain through the Policy Portal will be timely, accurate, or complete, or that the Policy Portal will be available, accessible, uninterrupted, secure, or free from viruses, so-called trojan horses, or other harmful conditions or components.
TO THE FULLEST EXTENT PERMITTED BY LAW, THE ANDOVER COMPANIES DISCLAIM ALL WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
TO THE FULLEST EXTENT PERMITTED BY LAW, THE ANDOVER COMPANIES SHALL NOT BE LIABLE FOR DAMAGES OF ANY KIND, INCLUDING, BUT NOT LIMITED TO, DIRECT, INDIRECT, CONSEQUENTIAL, SPECIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, EMOTIONAL DISTRESS, LOST PROFITS, BUSINESS INTERRUPTION, LOST DATA, OR PUNITIVE OR EXEMPLARY DAMAGES, RESULTING OR ARISING OUT OF THE USE OF OR INABILITY TO USE THE POLICY PORTAL, YOUR SENDING OR SUBMISSION OF ANY DATA OR INFORMATION TO OR THROUGH THE POLICY PORTAL, OR THE PROCESSING, HANDLING OR TRANSMISSION OF DATA OR INFORMATION SUBMITTED TO OR THROUGH THE POLICY PORTAL, INCLUDING, WITHOUT LIMITATION, ANY ERRORS OR FAILURES IN PAYMENT PROCESSING OR TRANSMISSION OF FUNDS.
Return of Payments
The Andover Companies may return payments that have been made through the Policy Portal for various reasons. These may include, but are not limited to: the insurance policy number is not valid or cannot be located, the policy has been cancelled, or the premium has already been paid in full. In these instances, payments will be returned in the form of a check.
If you learn or suspect that there is an error in a payment or claim information that you submitted through the Policy Portal, or if you learn or suspect that your user ID or password for the Policy Portal has been compromised or obtained by an unauthorized person, you must contact The Andover Companies as soon as possible to report the issue.
We can be reached at:
The Andover Companies
95 Old River Road
Andover, MA 01810
For questions concerning payments made through the Policy Portal, please contact The Andover Companies' Billing Department at ext. 400.
For questions concerning claims submitted through the Policy Portal, or your user ID or password for the Policy Portal, please contact The Andover Companies' Claims Department.
If you have questions about your insurance policy, coverage selections, or payment plan, if you would like to make policy changes, or for general policy-related inquiries, please contact your insurance agent.
4834-6493-4052, v. 3