Policyholder Guide

Welcome to OpenInsure. This guide explains everything you need to know about your commercial insurance policy — from reading your dec page to filing a claim and understanding your renewal. Your producer (agent) is your primary contact for most questions; this guide helps you understand the process end-to-end.

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1. Your Policy Documents

When your policy is issued, you receive several documents. Here is what each one means.

1.1 Document Overview

Document	Purpose
Binder	Temporary proof of coverage while the full policy is processed (valid 30–60 days)
Declarations Page (Dec Page)	One-page summary of your policy — the most important document
Policy Jacket	The full policy contract with all terms, conditions, and exclusions
Endorsements	Additions or changes to the standard policy jacket
Certificate of Insurance (COI)	Proof of coverage issued to third parties — not the same as the policy

1.2 Reading Your Declarations Page

The dec page is your quick reference. It contains:

• Named Insured — the legal entity covered; must match your business registration exactly
• Policy Number — your unique identifier (e.g., GL-2026-000042)
• Policy Period — the dates coverage is in force (from 12:01 AM on the effective date)
• Coverage Type — General Liability, Workers’ Compensation, Commercial Auto, etc.
• Limits of Insurance — the maximum amounts the policy will pay (see §1.3 below)
• Deductible — the amount you pay out of pocket before insurance responds (if applicable)
• Premium — the annual cost of coverage
• Carrier — the insurance company providing the backing for your policy
• Producer — your agent’s name and contact information

1.3 Understanding Your Coverage Limits

General Liability

| Limit | What It Covers | |-------|---------------| | Each Occurrence | Maximum for a single accident or event | | General Aggregate | Maximum for all claims combined in the policy year | | Products/Completed Operations Aggregate | Maximum for product and completed work claims | | Personal & Advertising Injury | Libel, slander, copyright infringement | | Medical Payments | Minor injuries paid without fault determination (typically $5,000–$10,000 per person) |

Workers' Compensation

| Limit | What It Covers | |-------|---------------| | Part One — Workers’ Compensation | Statutory benefits required by state law (unlimited in most states) | | Part Two — Employers’ Liability (Each Accident) | Bodily injury by accident per occurrence | | Part Two — Employers’ Liability (Each Employee) | Bodily injury by disease per employee | | Part Two — Employers’ Liability (Policy Limit) | Disease aggregate for the policy period |

Commercial Auto

| Limit | What It Covers | |-------|---------------| | Liability — Bodily Injury Per Person | Maximum paid to one injured person | | Liability — Bodily Injury Per Occurrence | Maximum paid to all injured in one accident | | Liability — Property Damage Per Occurrence | Maximum for property you damage | | Uninsured Motorist | Protection if you’re hit by an uninsured driver | | Collision | Damage to your vehicle from an accident | | Comprehensive | Damage to your vehicle from non-collision (theft, fire, weather) |

1.4 Key Policy Terms

Occurrence policy — covers claims for losses that occur during the policy period, regardless of when the claim is filed. Most GL policies are occurrence-based.

Claims-made policy — covers claims filed during the policy period, regardless of when the loss occurred (subject to the retroactive date). More common in professional liability and E&O policies.

Exclusion — a provision that removes specific types of losses from coverage. Common GL exclusions include: expected or intended injury, professional services, pollution, and contractual liability (with exceptions).

Condition — a requirement you must meet to maintain coverage. Common conditions include: giving timely notice of claims, cooperating with the investigation, and not admitting liability without consent.

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2. Making a Payment

2.1 Payment Options

Online Portal

1. Go to portal.openinsure.dev 2. Sign in with your email and password (or your producer can access this for you) 3. Click Payments in the navigation 4. Select the invoice to pay 5. Enter your payment method (credit card, ACH/bank account) 6. Click Pay Now — you receive an email confirmation immediately

Autopay

1. Log in to the portal and go to Payments → Autopay Settings 2. Add a payment method (ACH preferred — no fee; credit card may have a convenience fee) 3. Select your payment frequency (monthly installments or pay-in-full) 4. Enable autopay — payments draft automatically on the due date each period 5. You receive an email reminder 7 days before each draft

Through Your Agent

If your policy is set up as agency bill, your producer collects your premium and remits it to us. Contact your agent directly for payment questions on agency-bill policies.

2.2 Payment Plans

Most policies offer installment plans to spread your premium over the policy year:

Plan	Down Payment	Remaining Payments	Service Fee
Pay in Full	100%	None	None
2-Pay	50%	1 payment at 6 months	None
4-Pay	25%	3 quarterly payments	$15/installment
10-Pay	20%	9 monthly payments	$15/installment

Contact your producer to change your payment plan. Plan changes take effect at the next scheduled installment.

2.3 Late Payments and Non-Payment Cancellation

Caution

If a payment is missed, you will receive a Notice of Intent to Cancel with a cancellation date typically 10–15 days from the notice date. To avoid a lapse in coverage, pay the overdue amount before the cancellation date.

If your policy is cancelled for non-payment:

1. A cancellation notice is mailed and emailed with the effective cancellation date
2. You may reinstate by paying the overdue balance plus a reinstatement fee (if applicable) before the cancellation date
3. After the cancellation date, reinstatement may not be possible — you may need to reapply
4. There is no coverage for losses occurring after a cancellation effective date, even if you pay afterward

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3. Filing a Claim

3.1 What to Do Immediately After a Loss

1. Ensure safety first — call 911 if there are injuries or immediate danger 2. Preserve the scene — take photographs before anything is moved or repaired 3. Collect information — names, contact information, and statements from any witnesses 4. Get the police report number — if law enforcement responded 5. Do not admit fault or liability — even if you believe your business may have contributed to the loss 6. Notify your producer — they can help you report the claim and guide you through the process 7. Report the claim — within 24 hours or as soon as reasonably possible

Tip

Most policies require “prompt notice” of a claim. Waiting days or weeks to report a loss can jeopardize your coverage. When in doubt, report it — early reporting is always better.

3.2 How to Report a Claim

Option 1 — Online (fastest):

1. Go to portal.openinsure.dev 2. Click Claims → Report a Claim 3. Complete the FNOL form (takes approximately 10 minutes) 4. Upload any available photos or documents 5. You receive a claim number by email within 1 hour

Option 2 — Phone: Call 1-800-XXX-XXXX available 24 hours a day, 7 days a week including holidays. Have your policy number ready.

Option 3 — Through your producer: Your agent can submit the FNOL on your behalf through the producer portal.

3.3 What Happens After You File

1. Acknowledgment — you receive written acknowledgment within 24 hours (or sooner) with your assigned adjuster’s contact information 2. Investigation — the adjuster contacts you to schedule a statement and inspection within 2–3 business days 3. Coverage determination — if all information is available, a coverage determination is issued within 15 business days of complete information receipt 4. Resolution — once coverage is confirmed and damages are quantified, a settlement offer is presented 5. Payment — if you accept the settlement, payment is issued within 30 days

3.4 Your Duties During the Claim

The policy requires you to:

• Cooperate with the investigation — provide statements, records, and access to premises
• Preserve evidence — do not destroy, repair, or alter damaged property before inspection without adjuster approval (emergency repairs to prevent further damage are acceptable — document them)
• Provide requested documentation — medical records, invoices, payroll records, contracts, etc.
• Not admit liability or settle without consent — do not make payments to claimants without adjuster guidance
• Assist with recovery — help the insurance company recover amounts paid if another party caused the loss (subrogation)

Failure to cooperate is a policy condition that may result in denial of the claim.

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4. Requesting a Certificate of Insurance

4.1 What Is a COI?

A Certificate of Insurance (COI) is a document that proves you have insurance coverage. Clients, landlords, lenders, and government agencies often require certificates before doing business with you. A COI is not the policy — it summarizes key coverage information but does not change or expand your coverage.

4.2 How to Request a Certificate

Option 1 — Self-service through the portal:

1. Log in to portal.openinsure.dev 2. Click Documents → Request Certificate 3. Enter the certificate holder information: - Legal name and address of the party requiring the certificate - Any additional insured requirements - Any specific language required in the “Description of Operations” field 4. Click Issue Certificate — the ACORD 25 certificate is generated immediately as a PDF 5. Download and send, or use the portal to email directly to the certificate holder

Option 2 — Through your producer: Contact your agent with the certificate holder’s information. Most agents can issue certificates within minutes through the producer portal.

4.3 Additional Insured Requests

Some contracts require you to add the requesting party as an Additional Insured on your policy — not just name them on a certificate. This provides them direct coverage under your policy.

Caution

Simply naming a party on a certificate does not make them an additional insured. If a contract requires additional insured status, contact your producer to add the endorsement to your policy before issuing the certificate.

Common additional insured types:

• Blanket additional insured — covers any party required by contract (if your policy includes this endorsement, ask your producer)
• Specific additional insured — a named entity added by endorsement
• Primary and non-contributory — your policy pays first before the additional insured’s own coverage

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5. Requesting an Endorsement

An endorsement is a change to your policy. Common reasons to request an endorsement:

Change Needed	Endorsement Type
Add a business location	Additional premises endorsement
Add a new vehicle	Vehicle addition
Add a new employee driver	Driver addition
Increase your coverage limits	Limit endorsement
Add a lender or lessor as loss payee	Loss payee endorsement
Change your business name	Named insured amendment
Add a business partner	Named insured amendment

5.1 How to Request an Endorsement

Contact your producer with the details of the change. Your producer submits the endorsement request to underwriting. Most routine changes are processed within 1–2 business days.

Tip

Contact your producer before the change occurs when possible. For example, if you’re adding a vehicle, notify your producer before the vehicle is put into service so coverage is in place from day one.

5.2 Mid-Term Premium Adjustments

Endorsements that change your exposure (adding locations, increasing payroll, adding vehicles) will result in an additional premium charge. Endorsements that reduce exposure will result in a return premium credit. Premium adjustments are pro-rated for the remaining policy term.

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6. Understanding Your Renewal

6.1 Renewal Timeline

When	What Happens
90 days before expiry	Renewal process begins; your producer is notified
60 days before expiry	Your producer submits renewal information (updated loss runs, any business changes)
45 days before expiry	Renewal quote or non-renewal notice is issued
30 days before expiry	Latest date for non-renewal notice (most states)
Expiry date	Policy expires if not renewed

6.2 What to Expect at Renewal

Your renewal quote includes:

• Updated premium based on current rates and your loss experience
• Any coverage changes recommended by underwriting
• Any subjectivities required for renewal (updated loss runs, inspections, etc.)

Your premium may change at renewal due to:

• Changes in market rates
• Changes in your business (more locations, more employees, more vehicles)
• Your claims experience during the prior policy year
• Changes in the rating territory or class code rates

6.3 If You Choose Not to Renew

If you decide not to renew with OpenInsure, notify your producer at least 30 days before expiry. Your producer can assist you in obtaining replacement coverage. Make sure there is no lapse in coverage — a gap in your insurance history can make it harder and more expensive to obtain coverage in the future.

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7. Cancellation Rights and Notice Periods

7.1 Your Right to Cancel

You may cancel your policy at any time by:

1. Contacting your producer or submitting a signed cancellation request through the portal
2. Specifying the cancellation effective date (cannot be before today)
3. The MGA will process the cancellation and calculate any return premium

Return premium calculations:

• Pro-rata cancellation — you receive a proportional refund for unused premium (most states)
• Short-rate cancellation — a small penalty (typically 10%) is applied if you cancel before expiry

7.2 Our Right to Cancel (Mid-Term)

The policy can be cancelled mid-term by the insurance company for the following reasons:

Reason	Notice Period Required
Non-payment of premium	10–15 days (varies by state)
Material misrepresentation on application	30 days
Substantial change in risk	30 days
Loss of carrier authorization	30 days

7.3 Notice Periods by State

State	Mid-term Cancellation Notice	Non-Renewal Notice
Georgia	30 days	45 days
South Carolina	30 days	45 days
North Carolina	30 days	60 days
Tennessee	30 days	60 days
Virginia	45 days	60 days
Florida	45 days	90 days

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8. Grievance and Appeal Process

8.1 If You Disagree with a Claim Decision

1. Contact your adjuster — ask for a detailed written explanation of the decision 2. Provide additional information — if you have documentation that addresses the coverage question, submit it to the adjuster 3. Request supervisor review — if unsatisfied with the adjuster’s response, request escalation to the Claims Manager 4. Submit a formal appeal — in writing to claims@openinsure.dev, including all supporting documentation 5. Appraisal process — for property damage disputes, the policy may include an appraisal clause allowing each party to select an independent appraiser; the appraisers select an umpire to resolve disputes 6. State DOI complaint — you have the right to file a complaint with your state Department of Insurance if you believe the claim was handled improperly

8.2 Filing a State Regulatory Complaint

If you believe your claim has been mishandled, you have the right to contact your state Department of Insurance:

State	DOI Website	Phone
Georgia	oci.ga.gov	800-656-2298
South Carolina	doi.sc.gov	803-737-6160
North Carolina	ncdoi.gov	855-408-1212
Tennessee	tn.gov/commerce/insurance	615-741-2176
Virginia	scc.virginia.gov/pages/Insurance-Home	877-310-6560
Florida	myfloridacfo.com/division/consumers	877-693-5236

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9. Contact Directory

Need	Who to Contact
Policy questions, endorsements, renewals	Your producer (see your dec page)
Make a payment	portal.openinsure.dev → Payments
Report a claim	1-800-XXX-XXXX (24/7) or portal.openinsure.dev
Certificate of insurance	Your producer or portal.openinsure.dev → Documents
Claims status	portal.openinsure.dev → Claims, or call your adjuster directly
Billing disputes	Your producer, or support@openinsure.dev
Cancel your policy	Your producer
Claims escalation	claims@openinsure.dev
General questions	support@openinsure.dev

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This guide is for informational purposes. Your actual coverage is determined by the terms of your policy. In the event of any conflict between this guide and your policy documents, the policy documents control.