Service and Support FAQs
Property & Casualty insurance made easier.
Frequently Asked Service Questions
The Property & Casualty insurance questions below are some of the most frequently asked.
- What are your hours of operations?
Property & Casualty Clients: We can be reached Monday-Friday, 8:30 a.m. to 8:00 p.m. EST at 1-800-524-7024. Or email us at firstname.lastname@example.org
- How do I view secure email from ADP and ADPIA?
View our reference guide for details.
- How do I make changes to my authorized insurance contact information?
You can make changes to your authorized insurance contact information by filling out the authorization form. Once completed, email it back to email@example.com.
- What should I do if I receive a notice of policy cancellation?
To ensure that your coverage is uninterrupted, it’s imperative that you contact Automatic Data Processing Insurance Agency immediately upon receiving a notice of cancellation.
Property & Casualty
- How do I request a certificate of insurance?
Online: Current ADPIA clients can request a Certificate of Insurance (COI) online or from their mobile device by clicking here.
Certificates of Insurance: Workers’ compensation clients utilizing ADP’s Pay-by-Pay® Premium Payment Program can create, update, renew and retrieve your certificates of insurance* directly from your RUN powered by ADP® payroll account**
Phone: If you need a Waiver of Subrogation with your COI, please call Client Services (800) 524-7024, Option 2
- How do I report a claim?
To assist you in reporting a claim, our carrier partners offer dedicated customer service claim centers and online resources. Refer to your policy for your carrier’s contact information, or call our customer service department at 1-800-524-7024, option 3, and we’ll point you in the right direction.
- How does ADP’s Pay-by-Pay® program work?
Each time a client runs payroll with ADP, the premiums for their workers’ compensation policy are calculated and forwarded directly to the insurance carrier.
- What are the benefits of ADP’s Pay-by-Pay®?
- ADP’S Pay-by-Pay automates the payment of insurance premiums, offering clients:
- Improved cash flow—since your payments are spread over your ADP Payroll cycle
- Greater convenience with premium payments made directly to your carrier reduced administrative burdens by eliminating the time and guesswork involved in calculating premium payments
- Accurate accounting with premiums based on your actual payroll data
- What are the requirements to participate in ADP’s Pay-by-Pay® program?
- Clients who meet the following criteria are eligible:
- Are using ADP Payroll and subscribe to ADP Payroll Tax Filing
- Have consistent payroll processing
- Hold an insurance policy with an ADPIA participating carrier partner in which ADPIA is the agent of record (excluding Ohio)
- How can I determine the premiums I’ve paid on my policy?
- As an ADP Pay-by-Pay client you will receive the Pay-by-Pay® Premium Report that helps you track your policy premiums. This report is available every time you process payroll, and provides a breakdown of premiums paid by: employee, class code and check date; and also gives you a year to date total. Click here for a sample Pay-by-Pay report.
- How can I access ADP’s Pay-by-Pay® Premium Payment Reports?
- Since Pay-by-Pay reports contain highly sensitive information, such as employee payroll amounts, we offer three secure ways to obtain them:
- Via secure email each time you process payroll
- Via your payroll platform online processing system, available 24 hours a day/ 7 days a week to our ADP RUN clients
- By contacting our customer service department at 1-800-524-7024, option 3
- My business is in Ohio, can I participate in ADP’s Pay-by-Pay program?
- Yes. Automatic Data Processing Insurance Agency cannot provide the insurance coverage to Ohio-based businesses – that must be obtained through the Ohio Bureau of Workers’ Compensation (BWC) - but we do offer ADP’s Pay-by-Pay service to Ohio clients. This benefit enables the insured to have their premiums calculated on actual payroll runs. Automatic Data Processing Insurance Agency then remits those premium payments to the Ohio BWC.
- How am I billed for worker’s compensation insurance if I’m not using ADP’s Pay-by-Pay?
- Direct billing is an option for clients that prefer to receive a bill for their workers’ compensation premiums that comes directly from their insurance carrier.
- What is a certificate of insurance?
- A certificate of insurance demonstrates evidence of an insurance policy to a third-party. It contains policy information, such as: insurance carrier, policy number, limits of liability and effective dates.
- What is a waiver of subrogation?
- A waiver of subrogation is an agreement between two parties in which one party agrees to waive subrogation rights against the other in the event of a loss.
- How are premiums calculated?
- Rate X Payroll (Per $100) = Premium
- This calculation results in your base rate and can be found on the declaration page of your policy.
- Why is there a difference between the rate listed on my policy and the rate listed on my Pay-by-Pay report?
Additional factors that can impact your base rate include:
- Experience Modification
- Premium Discount
- Expense Constant
- State Assessments and Taxes
- Terrorism Charge
The above items are factored into your base rate to calculate your net rate.Net rates are used in the collection of premiums via ADP’s Pay-by-Pay product.
- What is an additional insured?
- Additional insureds are third-party entities that were not originally named on your workers’ compensation policy, and cannot be added. This is because your workers’ compensation policy is intended to cover your employees only. However, additional insured endorsements can be included in general liability policies.
- What changes do I need to notify ADPIA about?
- Please notify ADPIA about any modifications made to your business operations, including (but not limited to) changes to:
i. your authorized contacts
ii. operating locations
iv. entity and ownership status
- You do not need to advise ADPIA when you terminate employees.
- Why am I having an audit and how can I prepare?
- All worker’s compensation policies are subject to audit. You may be required to participate in an end-of-policy term audit to confirm the accuracy of your premiums and coverage. If so, your carrier will contact you within 30-60 days of your policy expiration to arrange the audit.
Rest assured that ADPIA is here to help you through the audit process. Prior to contacting us, please have the following documents handy:
- Quarterly reports or 941s
- Payroll journal/master payroll file
- Federal tax records
- State unemployment reports
- Overtime pay by employee
- Payments to subcontractors (if a subcontractor provides materials as part of a job, be sure the invoice specifies payment for work and materials separately)
- Certificates of insurance for each 1099 and/or sub-contractor who maintains their own workers’ compensation policy
- CA clients with dual wage classifications: You may be required to provide timecards
- Who handles my audit?
- The audit must be completed by an authorized representative of your business. ADPIA can help by providing copies of reports and answering questions related to the audit process, but ADPIA does not perform the audit.
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