New and Legacy Chubb Policyholders

How do I request a copy of my Policy papers?

Simply log in to the Masterpiece Policyholder Center and select the View Policy Paper link in your Policy Information section where you can view, print or save reference copies of your policy, including your vehicle insurance card, and your valuable articles schedule, from our web site. Or if you prefer, your insurance agent will be happy to process your request.

Which policies are not currently accessible online?

Currently, you cannot add yacht, North Carolina homeowners and auto, expatriate policies and most collector vehicles policies to your Online Desktop. If you're having trouble adding your policy to your Online Desktop, feel free to contact the Chubb Customer Care Team at our toll-free number, 1-866-324-8222 (1-866-eChubb2).

How do I change my Policy Mailing address?

Contact your insurance agent or broker with your policy mailing address change. This change will NOT affect your coverage location.

How do I change my Billing address?

If you would like your bill sent to a different address, contact your insurance agent or broker with the new billing address. This change does NOT affect your coverage location.

How do I enroll in Chubb Hurricane Property Assistance?

Call 1-866-444-0360 for enrollment assistance. You will be required to complete an authorization form and sign it in order to grant Chubb permission to access your property. Please provide accurate contact information so that we may quickly reach you in the event of a catastrophe. You can also access the authorization form any time by clicking here.

How do I enroll in Wildfire Defense Service?

Eligible homeowners policyholders must complete and sign an authorization form in order to enroll in this service. Doing so will grant Chubb representatives permission to access your property and take preventative measures in the event of a threatening wildfire. Look for an authorization form in your policy enhancement notification letter, policy issuance letter, or policy renewal letter. You can also access the authorization form any time by clicking here.

How do I change my password?

In order to help protect your personal information, Chubb requires that you answer three Challenge Questions during Registration. If you would like to change your password, you will need to answer these Challenge Questions. If you have forgotten your challenge information, please contact the Chubb Customer Care Team at our toll-free number, 1-866-324-8222 (1-866-Chubb2) to have your password reset.

New and Legacy ACE Private Risk Services Policyholders

How do I request a copy of my Policy papers?

Simply log in to the legacy ACE Private Risk Services Policyholder Center and select “Policy Docs, Auto ID cards” from the left-side menu. From this section you can view, print or save reference copies of your policy, including your vehicle insurance card, and your valuable articles schedule, from our web site. Or if you prefer, your insurance agent will be happy to process your request.

How do I change my Policy Mailing address?

Contact your insurance agent or broker with your policy mailing address change. This change will NOT affect your coverage location.

How do I change my Billing address?

If you would like your bill sent to a different address, contact your insurance agent or broker with the new billing address. This change does NOT affect your coverage location. For other billing related questions, please click here.

How do I enroll in Chubb Hurricane Property Assistance?

Call 1-866-444-0360 for enrollment assistance. You will be required to complete an authorization form and sign it in order to grant Chubb permission to access your property. Please provide accurate contact information so that we may quickly reach you in the event of a catastrophe. You can also access the authorization form any time by clicking here.

How do I enroll in Wildfire Defense Service?

Eligible homeowners policyholders must complete and sign an authorization form in order to enroll in this service. Doing so will grant Chubb representatives permission to access your property and take preventative measures in the event of a threatening wildfire. You can access the authorization form any time by clicking here.

How do I change my password?

In order to help protect your personal information, Chubb requires that you answer three Challenge Questions during Registration. If you would like to change your password, you will need to answer these Challenge Questions. If you have forgotten your challenge information, please contact the Chubb Customer Care Team at our toll-free number, 1-866-324-8222 (1-866-eChubb2) to have your password reset.

New and Legacy Recreational Marine Policyholders

How do I request a change to my ACE Recreational Marine Insurance policy?

If you need to make a change to your ACE policy, please contact the agent or broker shown on your policy Declarations Page and they will be happy to assist you.

Where do I mail my premium payments?

If you received a bill from your insurance agent or broker, you should remit payment directly to them. If you received a bill from ACE, you should return your payment in the envelope provided. If you do not have the return envelope, please mail your payment along with the remittance stub to:

ACE USA
Direct Bill Payment
Dept. CH 14089
Palatine, IL 60055-4089
Overnight Payments:
Chicago Regional
Lockbox
Attn: Box #14089
5505 N. Cumberland
Ave., Suite 301
Chicago, IL 60656
Can you accept credit card or electronic payments?

Yes, you may pay your insurance premium electronically using a credit card or by setting up automatic deductions from your bank account. Click Pay Your Premium to learn more about paying your premium electronically, or call us toll-free at 800 847-5442 (Monday - Friday 9:00 am to 5:00 pm Eastern Time) if you would prefer to speak with a customer service representative about paying by credit card.

How do I enroll for online payments?

Step 1: Login screen - If you previously created a User ID and Password from the Payment Services website, then enter that information, click Log in and skip to step 5 below.
Click Sign Up from the Payment Services website if you don’t have an ID and Password.

Step 2: Sign up screen 1 - Select the Recreational Marine radio button, enter your policy number and click Continue. Note: Your policy number is a 9-digit number beginning with ‘Y’ or ‘P’. Do not include the three letter policy symbol that precedes your policy number.

Step 3: Sign up screen 2 - Create your ID and Password, complete all the Contact Information fields and then click Continue. Note: Your e-mail address is required in order to send you important notices regarding your electronic payment activity.

Step 4: Activation Confirmation screen - Click Log in to ACE Payment Services. When prompted, enter your new ID and Password and click Log in.

Step 5: Any screen - Click Payments in the left menu. To make a one-time payment, select Pay my policy premium in the left menu. To set up recurring payments for paying your premium automatically when due, select Automatic Payments in the left menu.

Step 6: Follow the step-by-step instructions on each screen. Note: For recurring payments, it is recommended to leave the Payment Amount field blank to ensure that a sufficient payment amount is applied.

Get answers to additional frequently asked questions on the Recreational Marine Payment Services website.

How long do I need to keep damaged items?

Talk to your examiner before discarding any damaged items. Once we have inspected the property or obtained documentation from you supporting that the damaged articles are non-repairable, the items can typically be discarded. In some cases, we may want to obtain your damaged items for salvage.

Who do I call to get answers to billing questions?

Please call 877 490-7427. Listen to the voice prompt and select the appropriate option based upon whether your question is direct bill or agency bill related.

Legacy Fireman’s Fund Policyholders

How do I sign up for Online Bill Pay?

The easiest way to register is to fill out our Online Billing Registration form.

Please have ready:

  • Your policy number
  • First and last name of the policyholder
  • 5-digit registration code from your billing account statement (located under your agent’s information)

You will be asked to create a user ID and password, then enter your email address and answer four security questions.

Click “Enter” and the page will confirm that you have registered successfully and that you now have access to Online Bill Pay.

PLEASE NOTE: At this time, payments by Credit Card are only accepted over the phone. Call us at 866-386-3932 and select Policyholder Option 2 and then choose Personal Billing.

Can I make a payment online?

Yes. Once you register for Online Bill Pay, one time or recurring online payments for our Personal Lines policyholders can be scheduled.

PLEASE NOTE: At this time, payments by Credit Card are only accepted over the phone. Call us at 1-866-386-3932 and select Policyholder Option 2 and then choose Personal Billing.

Can I make a payment over the phone?

Yes. Policyholders can make a payment over the phone using Check by Phone, Visa or MasterCard. You can call us at 866-386-3932 and select Policyholder Option 2 and then choose Personal Billing.

How do I view my statement online?

Once you register for Online Bill Pay, you can sign in to view your account information. When logged in, click on the account number where you will see three tabs at the top of your page: “Open Bills”, “Payment Activity”, and “Account Settings”.

If a payment is due, there will be a link to the invoice on the “Open Bills” tab. The invoice is also available to view under the “Payment Activity” tab, which allows you to view any prior invoices or previous payments. Click on the hyperlink associated with the invoice you wish to view and a separate page will open with a PDF of the invoice.

How do I set up Electronic Funds Transfers?

If you are a Personal Lines policyholder registered in Online Bill Pay, you can set up your EFT through Online Bill Pay. Sign into your account and click on the “Account Settings” tab. Towards the middle of the page, you will see the section labeled “Your Automatic Debit Authorizations”. If you have not previously entered your banking information, you will need to add the bank details prior to authorizing the EFT. Once you have saved your bank details, click the “Grant” button to authorize the automatic debit from your account. You can change banking details or stop the EFT at any time through Online Bill Pay.

To set up EFT without using Online Bill Pay, please download the EFT form (PDF). Send the completed form via fax to 888-249-8909 or by mail to:

Fireman’s Fund Insurance Company
Attention: St. Louis Customer Service Center
1 Progress Point Parkway
O’Fallon, MO 63368

You can also call us at 866-386-3932 and select Policyholder Option 2 and then Option 1 to contact Personal Insurance Billing.

Whom should I contact with questions about or changes to my policy?

The best person to assist you with any changes or questions regarding your policies is your agent. Their contact information can be found on the front of your policy declarations page or by calling us at 1-866-386-3932 and selecting Policyholder Option 4 to contact Support Central. You can also email us at any time.

How do I enroll in Chubb Hurricane Property Assistance?

Call 1-866-444-0360 for enrollment assistance. You will be required to complete an authorization form and sign it in order to grant Chubb permission to access your property. Please provide accurate contact information so that we may quickly reach you in the event of a catastrophe. You can also access the authorization form by clicking here.

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