FAQs

  1. Where should I mail my payment?
  2. How do I make a payment online or by phone?
  3. I need to make changes on my policy (i.e., mailing address, billing plan, coverages, etc.). Whom should I contact?
  4. What happens when I update my payment method online?
  5. What should I include with the payment?
  6. My policy premium is paid by my mortgage company, and I received a Notice of Cancellation for non-payment of premium. What should I do?
  7. What is the relationship between Tower Hill and our agents?
  8. I have a new policy.  Will Tower Hill need to inspect my home?
  9. How does the underwriting process work with a new policy?
  10. What are state assessments?

Where should I mail my payment?

Property Insurance
A payment coupon and envelope are included with each premium invoice for your convenience. You may send the payment to:
Tower Hill Insurance Group
P.O. Box 865001
Orlando, FL 32886-5001

Overnight payments should be sent to:
Tower Hill Insurance Group
Lockbox Services Lockbox Number 865001
11050 Lake Underhill Rd
Orlando, FL 32825

Tower Hill Prime Flood Insurance
Please mail your flood policy payment to the address below. With questions, please email towerhillcs@torrentcorp.com or call (877) 826-6920:
Tower Hill Prime Insurance Company
PO Box 911968
Denver, CO 80291-1968

Overnight payments should be sent to:
Lockbox Services MAC C7301-L25
1740 Broadway St. Floor L2
PO Box 911968 Tower Hill Prime Insurance Company
Denver, CO 80274

Lloyd’s Flood Insurance
Please mail your flood policy payment to the address below:
Tower Hill Insurance Group
P.O. Box 865001
Orlando, FL 32886-5001

Overnight payments should be sent to:
Tower Hill Insurance Group
Lockbox Services Lockbox Number 865001
11050 Lake Underhill Rd
Orlando, FL 32825

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How do I make a payment on-line or by phone?

To pay online using a checking account, Visa, MasterCard, American Express, Discover, or a debit card (with the Visa or MasterCard logo), Access Your Policy Information. To register, you will need your policy number, agent ID, and property zip code; this information is located on your policy declarations page. To make a premium payment by phone, please call (800) 342-3407.

If you have a Tower Hill Prime flood policy, you can visit https://towerhill.torrentflood.com/Flood/PayRenewals to pay online, call (877) 826-6920, or mail your payment directly to the insurance company listed on your flood policy (see the “Where should I mail my payment?” Q&A above for details).
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I need to make changes on my policy (i.e., mailing address, billing plan, coverages, etc.). Who should I contact?

Your insurance agent can assist you with making policy changes. For your convenience, your agent’s name and phone number are listed on your policy declarations page and on your premium notices.
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What happens when I update my payment method online?

We appreciate you taking the time to keep your payment method up-to-date.  If you correct a credit card expiration date, enter a new card, or add a checking account that information will be stored if you ask us to do so.  Please be aware, however, that entering this information will not trigger payment for one that was previously rejected, on a past-due invoice, or a Non-Pay Cancellation Notice.  If you need to make a payment in these circumstances, please call our Customer Service Center at (800) 342-3407, Monday through Friday between 8AM and 6PM Eastern for assistance.
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What should I include with the payment?

Please include your payment coupon, if available. Write your policy number in the memo field of your check. If you are sending a money order or cashier’s check, be sure to also include your name as it is listed on your insurance policy.
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My policy premium is paid by my mortgage company and I received a Notice of Cancellation for non-payment of premium. What should I do?

Contact your mortgage company as soon as possible to confirm when they sent the payment to Tower Hill. If the mortgage company has already sent the payment, request that a front and back copy of the cleared check be faxed to Tower Hill at fax number (352) 332-9999. Your policy number, your name (as it appears on your policy), and payment amount should be clearly identified on the fax.
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What is the relationship between Tower Hill and our agents?

Tower Hill uses independent agencies to place business with us and service the policies.  We are not a direct-writer company that sells policies to the consumer.  Your agent controls your policy and can place it with any insurance carrier that you and your agent decide provides you with the best value.   Your agent may also place other policies for you, and therefore has a comprehensive knowledge of your family’s exposures and all the insurance products you’ve purchased.

If you contact our Customer Service Center, we are pleased to provide assistance with billing because Tower Hill bills you or your mortgagee directly and your agent is not responsible for that function. We can also help explain policy rating factors such as credits and surcharges, but we cannot recommend changes. If you would like to make a policy change or review your coverage options, we will ask you to speak to your agent because he or she has the more complete knowledge of your insurance program. Your agent can also assist you with policy notices that require an explanation from our Underwriting Department.

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I have a new policy.  Will Tower Hill need to inspect my home?

Yes, Tower Hill contracts with a company that inspects almost all of our new policies. The inspector will come to your home 1-3 weeks after the policy is put into effect, knock on the door, and announce himself. If no one is home he will leave a card or door hanger stating he was there. The inspector will measure the perimeter of the home and take photos. He will not try to access locked areas.

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How does the underwriting process work with a new policy?

Homeowners coverage is different from most other new insurance policies in that coverage can be bound by an appointed agency, but the company Underwriting Department will review and approve it afterwards. This is because a homeowners policy often has to be bound right away for a new home purchase.  The State of Florida gives the insurance company 90 days to complete their Underwriting process. This includes review of the application, all supplemental inspections, the company’s own inspection, and consumer reports. Typically the Underwriting Department waits until all the information is available to begin their review. Coverage and pricing are not final until the Underwriting process is concluded.

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What are state assessments?

Two state-ordered policy assessments are being removed in 2015.

  • The Florida Hurricane Catastrophe Fund (FHCF) Assessment Fee will no longer appear on your next policy issued after 1/1/15.
  • The Citizens Property Insurance Corporation (CPIC) Emergency Assessment 2005 will no longer appear on your next policy issued after 7/1/15.

These assessments were placed on your policy when it was next issued after the assessment took effect, and will be removed in the same manner. A partial year charge was not made when it was put on, and correspondingly there will be no partial year refund as it comes off.

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