Customer Service
At Merchants Insurance Group, we know that we must earn our customers’ trust every day. Outstanding service, competitive rates, personalized attention and a wide array of products are the qualities a customer looks for in an insurance carrier – and we strive to provide those services every day.
Although we have the financial size and strength to meet the challenges of today’s competitive business environment, we still provide our agents and policyholders with the level of personal service they expect and deserve.
Regional Offices
Each of our regional offices are led by our Regional Managers and are staffed with underwriting and customer service personnel along with field representatives, referred to as our Territory Managers (TMs). TMs are insurance professionals who develop and manage the relationship with the independent insurance agency.
Technology
Merchants Insurance Group is committed to new technologies and online capabilities. We continuously implement new features to make doing business with us faster and easier than ever.
Please see the upper right corner of your screen to select the appropriate area for your needs, whether you are a policyholder, an agent or vendor. Once clicking on a link, you will be directed to the correct page.
Policyholders
On our website our policyholders can review the status of their billing information, their current billing invoice and make electronic payments from either their checking or savings account. To take advantage of our website features, policyholders must register with a valid email address. To obtain a user ID and password, go to the Policyholders Login screen and click on the “Sign up now” link. Once successfully registered, an email will be sent to you for confirmation, and our website features will be immediately available. Policyholders can also have their billing payments automatically deducted from their checking or savings account via Electronic Funds Transfer (EFT). Merchants’ policyholders can authorize premium payments to be automatically deducted from their account by completing the online EFT form on our website.
Electronic payment via EFT offers many advantages, including:
- Save money -- No installment fee!
- Save time -- It's automatic.
- Ensures a safe and secure payment each time.
- Avoids lost or delayed checks in the mail.
- Save on postage.
Policyholders can also make payments over the telephone by calling our DirectLink billing customer service toll-free number
1-800-462-8182, to speak with a customer service representative. Customer service representatives are available Monday - Thursday, 8:00 a.m. - 4:30 p.m. EST, and Friday 8:00 a.m. - 4:00 p.m. EST. In addition, by calling this number, you will have the option to access our Automated Voice Response system. Using your telephone keypad, this system allows you to obtain answers to billing inquiries or make a payment.
Claims
Claims can be reported to your agent via telephone or fax. To find your agent, please click here: Agent Locator. To contact our Claims Department directly Monday – Friday from 8:00 a.m. to 7:00 p.m., call 1-800-952-5246. In addition, we offer our toll-free “After-Hours Emergency Claims Service” at 1-888-644-6680, which allows policyholders to speak with an experienced claim representative around the clock.
Merchants has partnered with Safelite® AutoGlass for our policyholders’ auto glass repair and replacement needs. Safelite® AutoGlass offers our policyholders 24-hour instant auto glass repair scheduling and is the only national company that has an internal certification program to ensure compliance with the new American National Standard Institute (ANSI) auto glass replacement safety standards.
Prompt, fair and equitable claim settlements result in satisfied customers who will keep their insurance with Merchants Insurance Group.
Agents
Merchants also provides a section of our website exclusively for agents. In this area, agents can use Policy Inquiry, Billing Inquiry and Internet Quote and Issue for many of our product lines. Agents will also find all of our product manuals in this section. This password-protected area of our site is available to all Merchants' agency personnel in an easy to use format 24 hours per day, 7 days per week. To learn more about becoming a Merchants agent, please see Agent Qualification.
Word travels fast in our business, and a company quickly becomes known for how well it performs when called upon. Merchants Insurance Group is up to the challenge – and earns our customers’ trust…every day.