Customer Care FAQs
Below is a list of frequently asked customer care questions. Please call Customer Care at
1.855.465.7722 if you can't find the answer to your question below or you would like to talk to a Customer Care representative.
General Information
- I have questions about my Prudential* life insurance, whom do I call?
- I am speech or hearing impaired. Do you have a TDD?
- How can I purchase a Plymouth Rock automobile or umbrella policy?
- How can I purchase flood insurance?
- How do I sign up for paperless eDocuments?
- What is a "Buyer's Guide" and where can I get one?
- How do I contact the New Jersey Motor Vehicle Commission?
- I do not qualify for standard homeowners coverage. Whom can I contact to obtain coverage?
- I do not qualify for standard automobile insurance. Whom can I contact to obtain coverage?
Billing Information
- How can I enroll in EFT?
- What payment options do you accept?
- Why is there a fee associated with paying my bill?
- How do I make a payment on my car or homeowners insurance?
- What discounts are available to me?
- What is the PLIGA charge indicated on my bill?
- I received a notice of cancellation, what should I do?
- What are my options for payment plans?
- Can I manage my insurance policy online?
Automobile Policy Questions
- Why did my premium increase/decrease?
- What is collision coverage?
- What is comprehensive coverage?
- What is bodily injury liability coverage?
- What is an endorsement?
- Should I have collision or comprehensive coverage for my older car?
- What is the difference between property damage liability insurance and collision insurance?
- I am driving to Canada, how do I obtain a Canadian ID card?
Homeowner Policy Question
Motorcycle, Boat or Other Insurance Questions
General Information
I have questions about my Prudential* life insurance, whom do I call?
1.800.778.2255 or your Prudential agent.
I am speech or hearing impaired. Do you have a TDD?
Yes. Please dial 1.800.453.3022 for service.
How can I purchase a Plymouth Rock automobile or umbrella policy?
Call your agent (click here to find an agent) or 1.800.516.9242 for a quote.
How can I purchase flood insurance?
To purchase flood insurance authorized by FEMA (Federal Emergency Management Agency), please call your agent (click here to find an agent) or 1.800.516.9242.
For questions regarding an existing National Flood Association policy, please call 1.800.638.6620.
How do I sign up for paperless eDocuments?
It's easy and free to sign up online. With eDocuments, you'll get all your Plymouth Rock bills and other policy documents sent to the email address of your choice. You can even pay your bill directly from the email we send you.
What is a "Buyer's Guide" and where can I get one?
The "Buyer's Guide" is a document to help you understand the choices you have for your car insurance coverage here in New Jersey. You can download a copy here.
How do I contact the New Jersey Motor Vehicle Commission?
General information: 1.609.292.6500
Restoration/surcharges: 1.609.292.7500
I do not qualify for standard homeowners coverage. Whom can I contact to obtain coverage?
NJFAIR New Jersey Homeowners Insurance
I do not qualify for standard automobile insurance. Whom can I contact to obtain coverage?
Billing Information
How can I enroll in EFT?
Simply complete and return our EFT form:
- If you bought insurance through Plymouth Rock, High Point Auto Insurance or from a Prudential Financial Professional, please use this EFT form.
- If you bought insurance through a Plymouth Rock or Palisades Insurance independent insurance agent, please use this EFT form.
What payment options do you accept?
We accept checks, Visa, Mastercard, or Discover credit cards.
Why is there a fee associated with paying my bill?
If you choose to pay in installments, there is no fee for your first installment; however, there is a fee for each of the remaining installments.
You can avoid service fees by paying your premium in full or by enrolling in Electronic Funds Transfer (EFT). With EFT, there are no service fees, and you can pick the day of the month funds are transferred.
How do I make a payment on my car or homeowners insurance?
There are several options for making payments, including:
- Online with Manage My Policy
- Through email for customers that sign up with paperless eDocuments (please note this service is not available for Palisades homeowners policies)
- Through mail to the appropriate payment address
- By contacting your agent or by using our automated telephone system available 24/7
What discounts are available to me?
On top of Plymouth Rock’s already competitive rates, a variety of auto insurance discounts are available to eligible drivers, including multi-car discounts, claims-free discounts, customer loyalty discounts and more. Additional group discounts are available to members of organizations that have partnered with Plymouth Rock.
What is the PLIGA charge indicated on my bill?
The New Jersey Property-Liability Insurance Guaranty Association (PLIGA) is a New Jersey state regulation that establishes a pool of money to pay claims of insolvent insurance companies. All car insurance companies in New Jersey are required to be a member of PLIGA and contribute funds for its operation.
I received a notice of cancellation, what should I do?
Please call your agent or Customer Care. A service specialist will be happy to review your policy status.
What are my options for payment plans?
We offer you the flexibility of paying for your policy in full or in monthly installments. To discuss your options or change your plan, please contact Customer Care.
Can I manage my insurance policy online?
Yes. To get started, have your policy number available and sign up here. Following enrollment, you will be able to pay bills, view policy information and track claims online.
Automobile Policy Questions
Why did my premium increase/decrease?
There are several factors that may cause your premium to change:
- Have you moved since your last policy renewal? Rates can be impacted by where you live.
- Do you use your car to get to work? The number of miles you travel can affect your premium.
- Did you add or remove cars or drivers?
- Were any discounts added or removed?
- Did any driver listed on your policy have any accidents, moving violations, or claims since your last renewal?
What is collision coverage?
Collision covers damage to your automobile caused by collision with another object.
What is comprehensive coverage?
Comprehensive covers damage caused by theft, vandalism, glass breakage, or hitting an animal.
What is bodily injury liability coverage?
Bodily injury liability coverage pays for injuries you or anyone covered by your policy may cause to others.
What is an endorsement?
An endorsement is a change that is made to your policy. An example of an endorsement is adding a new car, changing your address or deleting a driver.
Should I have collision or comprehensive coverage for my older car?
Buying collision insurance is a personal decision. You may want to consider the value of your car or the amount of loss you can afford.
What is the difference between property damage liability insurance and collision insurance?
Property damage liability insurance covers the cost of damage you may cause to the property of others. Collision insurance covers damage to your own car caused by a crash, minus any deductible.
I am driving to Canada, how do I obtain a Canadian ID card?
Please call Customer Care and a service specialist will be happy to assist you.
Homeowner Policy Question
I need help with my homeowners policy. Whom do I call?
- Plymouth Rock customers that have purchased a policy through High Point Insurance:
1.800.437.5556 - Plymouth Rock customers that have purchased a policy through Palisades Insurance:
1.877.725.6423 - Coastal Agents Alliance, Mercer Insurance Group or Narragansett Bay Insurance Company customers: 1.800.343.7565
- Homesite customers: 1.800.466.3748
Not sure which number is right for you? Call us at 1.855.465.7722 and we'll get you to the right person.
Motorcycle, Boat or Other Insurance Questions
I have a billing question about my insurance policy for a motorcycle, boat or collector car. Whom do I call?
If you have questions about your bill or a payment for an insurance policy bought directly from Plymouth Rock, we're here to help. Just give us a call at 1.800.343.7565.
* The Prudential Insurance Company of America and Plymouth Rock are not affiliated companies.
