Frequently Asked Questions

View commonly asked questions about Orchid Insurance


How do I cancel a policy?

Cancellation requests should be sent to [email protected]. Please include a signed cancellation request (LPR) along with any supporting documentation. Supporting documentation could be a warranty deed or HUD statement if the home has been sold, a certificate of occupancy if the home is no longer under construction, or any documentation showing why a cancellation must be effective on a specific past date.

Where is my policy?

Policy issuance can vary by system. Most of our policy requests are bound within 36 hours. Depending on the carrier or some other scenarios, policies can take a week to be returned. You can email [email protected] to see if there is anything specific holding up your policy.

How do I make an endorsement?

E-mail processing at [email protected]. Include the insured’s name, policy number, the effective date of the change requested, and the changes you’d like made.


How do I make a payment?

Agencies can make payments with a check or through an ACH or EFT. We also accept credit card payments through our website. Click here for payment options.

Can I make monthly payments?

Orchid does not accept monthly payments. However, we can get a quote for you from a third-party finance company if needed. Please contact accounting at [email protected] to get a quote.

How do I get a refund for a cancelled policy?

To request a refund for an endorsement or canceled policy, please send a request to [email protected]. Include the name of the insured and the policy number.

Agency Maintenance

How can I get my agency appointed with Orchid?

Click here to fill out our Appointment form. Our Business Development team will respond to every inquiry promptly.

How do I add a user?

You will need to e-mail us and provide the name, phone number, e-mail address, and agency code of the user you would like to add. Please e-mail all requests to [email protected].


How do I report a claim?

All claims are reported directly to the carrier. Reporting may be done by either the agent or the insured. For additional information on how to contact the carrier to file a claim, please click here to go to our claims page. You will then report the claim to the carrier directly, either by e-mail or phone. It is the insured’s responsibility to secure their property until the adjuster can get there.

When will the adjuster reach out to me?

After you file the claim, the adjuster will reach out within 24 hours. It is the insured’s responsibility to take the necessary steps that are required to negate any further damages and secure the property until an adjuster can be on site.


Why do you have three quoting portals, and which one am I using?

Orchid Connect will eventually be the only portal. We are undergoing extensive testing to make sure it is an excellent product for all our agents. The following breakdown will help you determine which system(s) you’re currently using:

  • Connect – Any commercial quotes, plus personal lines quotes for TX, LA, MS, AL, GA, SC, NC (new and renewal business); CT, DE, MA, MD, NY, NJ, RI, and VA (new business)
  • Policy Plus – For all Personal Lines in any state where Orchid writes policies (excluding the states listed for Connect). Policy Plus requires a submission that results in a quote from an underwriter typically within 24 business hours
  • Coastal Agents Alliance Rater – Coastal Agents Alliance has been acquired by Orchid. All new business should be submitted on Connect, while renewals are still processed through Net Rate.