Frequently Asked Questions

General

  • Q: Is there a fee to use the One Time Payment service?
  • A: No. There is no additional fee for using this service.
  • Q: Is this service secure?
  • A: Yes. For security and privacy of transactions, Fidelity uses 128-bit encryption, which is the safest encryption technology.
  • Q: Why do I have to enter the property zip code?
  • A: We use your property zip code for security purposes to help verify your identity and to ensure that the appropriate account is accessed. Please be sure to enter the zip code for the actual property being insured and not the mailing address if it’s different. If you have an auto policy, just enter the garaging zip code.
  • Q: If I choose EFT (Electronic Check) as the payment method, what can I expect to see on my checking account statement when you charge my account and the charge is finalized?
  • A: We transmit the policy number and policyholder name along with the request for an electronic funds transfer. Each banking institution has its own guidelines for what information it will display on your statement. The payment amount will be the amount specified by you.
  • Q: Do you accept credit/debit cards?
  • A: Yes, if the credit/debit card has the card issuer's logo on it and the card issuer is MasterCard, Visa, American Express, Discover or Diner's Club.
  • Q: If I choose credit/debit card as the payment method, what can I expect to see on my credit/debit card statement when you charge my account?
  • A: If you have a Flood policy the merchant name will read "Flood Ins 1-800-820-3242". If you have any other type of policy (not Flood) the merchant name will read "Fidelity National Insu 800-849-6140". In either case the payment amount will be the amount specified by you.
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Flood

Other than Flood

  • Q: How do I contact Fidelity?
  • A: Customer Service is available Monday – Friday 8:00am – 9:00pm EST Toll Free at 1-800-849-6140. Our Toll Free fax number is: 1-866-877-6355. Our email address is: ins@fnf.com
  • Q: The system will not allow me to process a One Time Payment. Why?
  • A: The One Time Payment system will only allow you to process a payment on an active policy and one that is not already on an automatic monthly withdrawal plan. If a policy is expired or lapsed you will not be able to process a One Time Payment. Also, if the policy is on an automatic monthly withdrawal plan it is not eligible for a One Time Payment. Please call Toll Free at 1-800-849-6140 and a customer service representative will help determine the reason and can assist in processing the payment if the policy is eligible.
  • Q: My policy is set up on an automatic monthly withdrawal plan (sometimes also called EFT – Electronic Funds Transfer). I am trying to process a One Time Payment and the system will not allow me. Why?
  • A: We are sorry, but the One Time Payment system cannot accept payment on policies that are already set up as an EFT (Electronic Funds Transfer - set up for an automatic monthly payment withdrawal).

    Additional EFT info: If an EFT (automatic monthly withdrawal) needs to be stopped, or account info needs to be changed, you must notify us no less than 5 business days prior to the withdrawal date. You may call customer service Toll Free at 1-800-849-6140 or send the request by fax to Accounting at 1-904-997-7543 or by email to payments@fnf.com. If a request is received after the 5 business days cut off, the payment cannot be stopped or the account info cannot be changed and Fidelity will not be responsible for any fees related to the withdrawal. For more info on EFT payment restrictions please contact customer service Toll Free at 1-800-849-6140.

  • Q: Does Fidelity have any type of "grace" period?
  • A: In general, we do not have a "grace period" as payments must be made by the due date indicated on bills and other notices. The acceptance of late payments is determined by policy type and policy status. Please call Toll Free at 1-800-849-6140 and a customer service representative will review the policy to see if it is eligible for payment, and if so will assist in processing a payment.
  • Q: If I choose credit/debit card as the payment method, what can I expect to see on my credit/debit card statement when you charge my account?
  • A: The merchant name will read "Fidelity National Insu 800-849-6140". The payment amount will be the amount specified by you.
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