Pay Online / My Policy Questions

  • Where do I pay online?

    We are in the process of transitioning to a new system. During this transition, different policies reside in different systems. Please use this guide to identify where to make a payment:

    Personal insurance policies:

    • Use My Policy to pay your bill or access your account.

    Commercial insurance policies:

    • If your policy starts with a 3 letter prefix followed by 1000 (e.g. CBA100012345), use My Policy to pay your bill or access your account.
    • All other commercial policies, please click here to pay your bill.

    Visit our Pay Online / Log In page for additional information.
  • What credit cards may I use?

    MasterCard or Visa.
  • How do I get started using My Policy?

    To complete the one-time registration process, you will be asked to enter your policy number (first 13 characters up to the dash only) and account number exactly as they appear on your most recent invoice or billing letter. Click here for instructions.
  • Does My Policy have any browser requirements?

    Use Google Chrome for the best viewing experience. My Policy is incompatible with Internet Explorer.
  • Is My Policy mobile and tablet compatible?

    Use a personal computer to access My Policy for the best viewing experience.
  • What do I do if I’m having issues logging into My Policy?

    Click here for instructions on how to register for a My Policy account. If you follow these instructions and are still unable to create an account, call (808) 527-7777 and select option 8 during regular business hours (Mon-Fri, 8am-4pm) for assistance. We are working on fixing a known defect related to passwords not working when certain characters or sequencing of characters are used.
  • How do I change my My Policy password?

    Click the “Forgot your password?” link on the My Policy login page. You will be prompted to enter your email used for the account. An email will be sent to this address with a password reset link. Follow the prompts to reset your password.
  • Can I set up automatic payments in My Policy?

    Yes. My Policy allows you to view or change your current payment plan, start or stop automatic payments via a bank account or credit card, and update your automatic payment method. Click here for instructions.
  • Can I view all my FICOH policies in My Policy?

    You may access other accounts and policies you have with First Insurance through My Policy, if your policy number starts with a 3 letter prefix followed by 1000 (example HPX1000123456). Please note, only personal insurance policy documents are viewable in My Policy. Click here for instructions.
  • How come I can’t view my policy in My Policy?

    Only personal insurance customers can view policy documents in My Policy. Commercial customers cannot view policy documents in My Policy but they can make payments and set up automatic payments. Click here for instructions on how to view your policy documents.
  • How do I pay for future installments in My Policy?

    The My Balance section in My Policy only shows billed invoices. To view and pay for future installments due, you must click on the Billing tile.
  • Can I print my vehicle insurance identification card in My Policy?

    Yes, if you are a personal insurance customer, you can download and print a copy of your insurance identification card from the Policy Details screen in My Policy. To request a replacement card on watermarked paper, you may 1) click the “Get ID Card” link next to the identified vehicle in My Policy, or 2) contact our Customer Service department at (808) 527-7345 during regular business hours (Mon-Fri, 8am-4pm).

    Commercial customers currently cannot print vehicle identification cards in My Policy. To request a replacement card, please contact your independent agent.

  • Can I set up my account to be paperless through My Policy?

    No. To opt in for policy e-delivery, please contact your independent agent or our Customer Service department at (808) 527-7345 during regular business hours (Mon-Fri, 8am-4pm). Your agent’s contact information can be found on your premium invoice, declarations page or policy page. Please note e-delivery is not currently available for commercial lines policyholders.
  • Are international accounts allowed in My Policy?

    International accounts from American Samoa, Australia, Bermuda, Colombia, Japan, France, French Polynesia, Germany, Guam, Italy, South Korea, Malaysia, Micronesia - Federated States, Netherlands, New Caledonia, New Zealand, Northern Mariana Islands, Norway, Philippines, Portugal, Puerto Rico, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, the UK and Canada are available at this time. Access to My Policy from other countries remains unavailable due to a delay in necessary security enhancements. 

Billing Questions

  • Does FICOH charge a credit card processing fee?

    A 2.1% processing fee is applied to commercial policy credit card payments. There is no fee for personal policy credit card payments.
  • I don’t see the option to pay in full on my invoice. Can I still pay in full?

    Yes. If your invoice doesn’t display a “pay in full” option, you may pay in full by doing one of the following:
    1. Log in to My Policy. Go to Billing and click Make a Payment, then select all installments to pay in full. You will receive a refund for the installment fees.
    2. Request a payment plan change within My Policy. Go to Billing then click Manage Payments. The change will be processed within 1-2 days. Return to My Policy to pay in full without incurring installment fees.
    3. Remit a check for the total annual amount. Please refer to the second page of your invoice and add the installment amounts to determine the total.
  • I think I may have accidentally double paid my premium in My Policy. How do I get a refund?

    Please contact our Billing department at (808) 527-7313 during regular business hours (Mon-Fri, 8am-4pm).
  • I got my policy in the mail, how come I didn’t receive an invoice?

    For personal insurance customers, this may happen if your mortgagee is billed for and pays for your home insurance. For commercial insurance customers, this may happen if your agency is responsible for billing invoices. If so, payment should be sent to your agency.
  • What happens if I make a late payment?

    With the exception of Work Comp policies, First Insurance policies cancel upon expiration if payment is not received by the effective date. Reminder notices are generated 20 days prior to the renewal effective date for your convenience; this is the final notice to pay. There is a $25 reinstatement fee that will apply if your policy cancels and you would like to reinstate it. To reinstate your policy, please contact your agent. Your agent’s contact information can be found on your premium invoice, declarations page or policy page.

Claim Questions

  • How do I file a business insurance claim?

    Visit our Claims Resolution Center for complete claim filing instructions. Please file your claim with us or your insurance agent as soon as you become aware of an incident that causes damage to your property, other people’s property or causes injury to others or your employees.
  • How do I file a personal insurance claim?

    Visit our Claims Resolution Center for complete claim filing instructions. Please file your claim with us or your insurance agent as soon as you become aware of an incident that causes damage to your property, other people’s property or causes injury to others or your employees.
  • What do I do if a claim is filed against me?

    Visit our Claims Resolution Center for complete claim filing instructions. Please file your claim with us or your insurance agent as soon as you become aware of an incident that causes damage to your property, other people’s property or causes injury to others or your employees.
  • What should I do if I’m in an automobile accident?

    • If possible, drive your vehicle out of the flow of traffic to where you can safely assess the damage and speak to the other driver without obstructing traffic. If you are on the side of the road, turn on your flashers to alert other drivers.
    • Stay calm and courteous.
    • Call the police to report the accident.
    • Do not speculate on why the accident occurred. Do not offer to pay or accept any money at the accident scene.
    • Obtain the driver’s name, contact information, driver’s license number and insurance information. If there are passengers in the other vehicle, get their names and contact information as well.
    • Get name(s) and contact information for any witnesses to the incident.
    • If possible, take pictures of the damage to both cars and of the accident scene.
    • File your claim with us or your insurance agent as soon as possible. You may refer to our Claim Resolution Center for guidance on filing your claim.
  • What do I do if my car needs to be towed?

    Call a tow company of your choice. If you have Towing & Labor coverage, submit the original copy of the road service bill (including your policy number) for reimbursement. Mail to PO Box 2866, Honolulu HI 96803; email to ClaimsReportsDesk@ficoh.com; or fax to 808-545-3120. We will reimburse you based on the limits of your policy coverage. 
  • What is an insurance deductible?

    A deductible is the amount of damage you elect to pay before your insurance policy will cover any loss. The loss must exceed this amount before your insurance policy responds. For example, if the amount of your damage is $1,000 and your deductible is $500, your insurance policy would pay the amount over $500, subject to the terms and conditions of your insurance policy. Policies with higher deductibles typically cost less.
  • What is Bodily Injury (BI) and Property Damage Liability coverage?

    These are auto insurance coverages that work as follows:
    • Bodily Injury Liability coverage: When you are at fault, this coverage pays for the medical expenses, loss of income and pain and suffering of other parties involved in the accident up to your policy’s limits of liability.
    • Property Damage Liability coverage: When you are at fault, this coverage pays for damage to others’ property (such as a mailbox, vehicle or sign) up to your policy’s limits of liability.
  • What is Personal Injury Protection (PIP)?

    If you are in an automobile accident, Personal Injury Protection (PIP) pays for your medical expenses and other coverages you have purchased, regardless of who is at fault. Coverage extends to passengers in your car as well as any pedestrians or bicyclists involved in the accident.
  • Can I report a claim online?

    Personal insurance customers may report a claim in My Policy. Click here for instructions on creating a My Policy account.

Misc. Questions

  • How can I obtain an insurance quote?

    Contact an independent agent to inquire about any of our products or to receive a quote. If you don’t have an independent agent, you can find one here. Alternatively, you may request a quote for most of our products on our website.
  • How do I request a policy change?

    Please contact your independent agent to make any policy changes. The name of and contact information for your agent can be found on your premium invoice, declarations page or policy page. Personal insurance customers may also contact our Customer Service department at (808) 527-7345 during regular business hours (Mon-Fri, 8am-4pm) for certain changes, including amending mortgagees or lenders, changing payment plans, or adding or deleting a vehicle.