Agent Frequently Asked Questions - FAQs

Frequently Asked Questions from Our Agents

Q: I forgot my username and password, where can I retrieve it?

A: The easiest way to retrieve a password is to click here. You can also click the recover password button located below where normally log in. Input the primary email address associated with your affiliate ID (agent code) and we will send you a link that will allow you to reset the password and enter our system. If that still does not work, give us a call, chat with or send us a message at the Contact above so we can help you log in.

Q: How do I retrieve a previously issued policy?

A: There are two possible ways to search for a policy you have issued or was purchased on your website. The first and easiest way is to utilize the “Search Policies/Quotes” box in the upper left of your browser. Simply enter the policy number and hit “Go”. The second option is to locate the policy using the “Search Policies (All Systems)” button. When searching with this option, less is more in regards to inputting information. For best results only use the year when the policy was purchased and one other search criteria. Policy number is always the best, however, an email address, insured’s last name, or phone number may also be used.

Q: How do I make changes to a policy?

A: First thing will be to retrieve the policy in question. Once you locate the policy you would like to change, simply click the “options” button. If it is a non-premium bearing change, such as changing or updating the insured name, address, phone number, email, the VIN (Vehicle Identification Number) or lienholder information, you will be able to update the declaration page and reprint or email the updated page to your client. For premium bearing changes such as adding values, changing effective dates, increasing the number of days, please contact us with the policy number and specific change requested. Below are some tips on policy endorsements:

  1. Transfer of coverage to second vehicle (one time vehicle change)
    1. Only available for six and 12 month policies.
    2. Must have year, make, model, VIN, license plate, and value of the vehicle for the change
  2. Date changes are not available once the policy goes into effect.

Q: How do I void a policy?

A: First thing will be to retrieve the policy in question. Once you locate the policy you would like to change, simply click the “options” button. Under the options menu, click the “void/cancel” button. You will need to input your name and reason for cancellation in the space provided for. A processing fee may apply. If the policy was purchased online through our systems using a credit or debit card, the refund may take up to 72 hours and will be refunded to the card that was used. Cancellations cannot be processed by you if the policy has gone into effect. Contact us to process cancellations on policies which are already in force.

Q: My customer has previously bought a policy. Is there an easy way to issue a new policy without re-inputting all the data?

A: The first step will be to retrieve the previous policy. Once you locate your customer’s policy, simply click the “Click here to re-issue this policy” button. All the information from the previous policy will carry over into the new policy. Make sure to update the dates, verify the vehicle and all other information before binding the policy.

Q: My client will be going to Mexico for 25 days. Do you offer a monthly rate? The daily rate isn’t available, and the shortest option I see is for 6 months. Is there a shorter term?

A: In our system, if the 6-month rate is cheaper than the daily rate, the system will not show you an option for the daily policy. Generally for any policy that is longer than 24 days, the six month and annual policy will be discounted to the point where it will be cheaper to purchase than that daily rated policy. Sometimes you may find our carriers will offer a special discount on a 31 day policy, however it might not always be cheaper than a six month policy.

Q: Can my client cancel their 6-month or annual policy when they return from Mexico for a refund?

A: All 6-month and annual policies are considered fully earned 20 and 30 days respectively after the effective date of the policy. Daily policies are not eligible for refunds or cancellations after the effective date of the policy. Six month and annual policies allow for refunds and/or cancellations up to 20 and 30 days respectively after effective date at a pro-rated daily rate. Pro-rates will be based on the actual cost of the number of days the insured used the policy. A cancellation fee equal to half of the Policy Fee will be retained on all cancellations.

Q: How do I get a link to put on my website?

A: After logging into your affiliate area, on the left hand side of your screen you will see a tab labeled “Agent Resources”. Clicking on the button will expand to reveal all of our resources available to you including links for your website. Choose which of the products you wish to post on your website, from there you will be given different banners to choose from as well as a bare link, which you can hyperlink in social media, email blasts, etc. To use the banner you have chosen, click on “Click here to view HTML code”. Below the banner will be the code you will copy and paste into your website for the banner to appear.

Q: What training is available?

A: We have a number of opportunities for agent training available to you online. They can be found in your affiliate area under the “Agent Resources” tab and clicking on Training Material. We provide online training guides that walk you step by step from everything to quoting and issuing policies, servicing any policies, and more. We have a quick glance producer cheat sheet with all of the coverages provided by our carriers. You may always contact your Affiliate manager or contact our team to set up agent or agency training via webinar as well. Our most common questions for agents and insureds alike can be found within their respective FAQ’s too.

Q: Can you help me understand the coverage options?

A: This is a great question. A couple of things to remember:

  1. This is a named peril policy.
  2. There are different levels of coverage.

The quote results page explains all available coverages if you click on any of the checkmarks or “more info”, however if you have any specific questions take a look at the PRODUCER CHEAT SHEET or please call us, chat us, or use the Contact link above.

Q: What do the finance companies require?

A: If your client has a financed vehicle they will need to get a letter of permission from their finance company in order to take their vehicle into Mexico. It is not necessarily an “insurance thing,” but rather is required to get the temporary vehicle permit that will keep the insured from problems with the authorities and it is also a requirement of most finance contracts. Each lending company has different requirements, but all have some commonalities such as being current on payments/payment history, having a Mexico Tourist Auto policy in place, and being listed on the Mexico insurance policy as the finance company. In addition, we have found that most carriers have coverage requirements such as a minimum of $100,000 CSL in liability, and fixed deductibles with a maximum of $500 for collision related perils and $1,000 for theft related perils. Asking your client EARLY if they are financed will help you avoid having to cancel and rewrite the policy later due to insufficient coverage. Trust us, this is a pain for you and your client, but unfortunately THIS IS BY FAR THE MOST COMMON SERVICE ISSUE WE SEE DURING THE HOLIDAY SEASON.

Q: My client has two registered owners?

A: A MIO Mexico insurance policy does not require that all of the owners or drivers of the vehicle be listed on the policy. One registered owner must be listed. Any driver with a valid non-Mexican driver’s license, and the owner’s permission to drive, will be covered as if their name were on the policy.

Q: How are claims handled?

A: Remember the insured must report the claim in Mexico. Numbers and instructions are provided with each policy. An adjustor will be dispatched to the scene of the accident to file a report. Once the report has been completed the adjustor will help the client understand their options. From there the client can return to the US to have the vehicle fixed or can have it repaired in Mexico. Most claim issues are related to miscommunication between the insured and the company. Be sure that the insured complies with the company’s instructions and provides all necessary documentation.

Q: When do I receive my commissions? 

A: Each time a policy is sold from your website, you receive an email confirmation from us. On the 15th of the month following the sales month, we issue commission checks for all of the policies issued in the prior month. We also have the ability to directly deposit these commissions into your account. To take advantage of this service, please review the following Q&A for the EFT Form needed.

Q: What payment options are available?

A: We accept payment via credit card/Debit card (From all major companies include Visa, MasterCard, American Express and Discover) and Cash. If you do not see the Agent Issue option that will allow you to accept cash you will need to complete our EFT form and fax it to 928-779-7221. Please complete all the fields on the EFT Form.

Q: I am interested in reviewing the insurance company’s actual coverage contract? 

A: Review all applicable coverage, claims, and disclosure forms..

Q: My customer has had a loss in Mexico. What do we do now? How do we follow up?

A: Review all applicable coverage, claims, and disclosure forms.

Q: Why do you call it third party liability?

A: We call it third party liability because that is what it is. The liability coverage in Mexico is covering the damage caused by the insured to third parties. This third party distinction is important, because a passenger is not considered a third party. Meaning that if the passenger sues the driver for bodily injury cause by the driver’s negligence it will not be covered under the Mexico Auto policy form. In other words, passenger liability does not exist on these policies in Mexico. The only coverage for passengers in the auto would be the no-fault medical payments (not available on motorcycle policies).