Frequently Asked Questions

ACCOUNT

Expand How do I reset my password?
  • To reset your password, click the “Manage Account” tab on the Home screen.
  • Under the Reset Password section, enter your new password.
  • The password must be at least eight characters long, contain at least one numeric value, one or more lowercase characters, and one or more special characters (! @ # $ % ^ & *).
  • Once you have completed your changes, click the “Change Password” button.
  • Expand How do I make changes to my login account information?
  • To make changes to your login account information, click the “Manage Account” tab on the Home screen.
  • Under the My Account section, you can change your first and last name, phone numbers, and email address.
  • Once you have completed your changes, click the “Update Account” button.
  • Note: Changing your login account information will not update your policy. Please contact your agent to change your address, phone number, or email address on your policy.
    Expand How do I add another policy to my account?
  • To add another policy to your account, you will need your policy number (this can be found on your Declarations page or your ID Card) and your garaging or property zip code.
  • Click the “Manage Account” tab on the Home screen.
  • Under the Policies section, enter the policy number, zip code, and a policy description.
  • Once you have entered the information, click the “Add Policy” button.
  • PAYMENTS

    Expand How do I make a payment?
  • To make a payment, select the Policy Number on the Home screen to open the Quick View screen.
  • Click the “Make Payment” tab.
  • Select your payment amount.
  • Choose your payment type and complete the required fields.
  • If payment type is Credit Card, we will charge your credit card for the payment. We accept Visa or Master Card.
  • If payment type is eCheck, we will draft the payment from your checking or savings account.
  • Click the “Submit Payment” button.
  • Once payment is submitted, you will see a Payment Confirmation screen. Record the payment confirmation number for your records.
  • Expand How long does it take to process a payment?
  • Imperial processes payments every night at 7:00 p.m. CST. Any payment made after 7:00 p.m. will be processed the next day.
  • You should see the transaction on your credit card or bank statement within 48 hours.
  • Expand How do I cancel a payment?
  • To cancel a payment, select the Policy Number on the Home screen to open the Quick View screen.
  • Click the “Billing” tab.
  • Under the Pending Payments section, click the red X to delete the pending payment.
  • Once the payment has been canceled, you will receive email verification with the date and time the payment was cancelled.
  • POLICY

    Expand How do I print an ID card?
  • To print an ID card, select the Policy Number on the Home screen to open the Quick View screen.
  • Click the “ID Card” tab.
  • A new window will open displaying the current ID Card.
  • Note: Pop-up blockers must be disabled to view the current ID card.
    Expand Can I receive documents by email or text?
  • Yes! To update your Paperless options, click on the "Home" tab.
  • Click on the leaf icon leaf next to the Policy Number.
  • Change your settings, and click the "Update" button.
  • Expand How do I file a claim?
  • To file a claim, select the Policy Number on the Home screen to open the Quick View screen.
  • Click the “File Claim” tab.
  • Under the File a Claim or Check Status section, click the "Add a New Claim" button.
  • Fill out all the required fields, and submit the claim.
  • Once your claim is submitted, you will receive a confirmation number. Record the confirmation number for your reference.
  • Expand How do I change my policy information?
  • Changes to your policy information are not available through the my.imperialfire.com website.
  • Please contact your agent to make any changes to your policy.
  • Expand How do I contact my Agent?
  • To contact your agent, select the Policy Number on the Home screen to open the Quick View screen.
  • Your agent’s name, address, and phone number can be found at the top of the screen.
  • Expand Can I make a payment if my policy is canceled or expired?
  • You cannot make a payment on a cancelled or expired policy through my.imperialfire.com.
  • Please contact your agent to renew or reinstate your policy.
  • REGISTRATION

    Expand How do I register for my.imperialfire.com?
  • To register for my.imperialfire.com, you will need your policy number (this can be found on your Declarations page or your ID Card) and your garaging or property zip code.
  • To begin the registration, go to https://my.imperialfire.com.
  • Click the “Register Now” link.
  • Enter your Policy number and garaging or property zip code and click the “Begin Registration” button.
  • Complete the name, phone number, and email address fields for the login account, and enter a password.
  • The password must be at least eight characters long, contain at least one numeric value, one or more lowercase characters, and one or more special characters (! @ # $ % ^ & *).
  • Click the “Register” button to confirm your registration and login your account.
  • Expand What browsers does my.imperialfire.com support?
  • Internet Explorer 9 and above, Firefox, and Google Chrome are supported by my.imperialfire.com.
  • To determine which browser you are using, click "Help" in your browser's Menu bar.
  • Click the "About" menu option – your browser information will be displayed.
  • For additional assistance, please contact Imperial Customer Service.
  • Please provide your Policy or Claim Number when you contact us.
  • E-mail: insuredhelp@imperialfire.com
  • Phone: 800.960.7777