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Addressing Common Queries and Concerns

Frequently Asked Questions

If you have questions, you’re not alone. We’ve compiled customers’ commonly asked questions, and we’re answering them in thorough detail here.

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Houses of Worship

How often should we review our insurance policy?

It is recommended to review your insurance policy annually or whenever there are significant changes in your house of worship's operations, property or activities. Regularly assessing your coverage ensures that you have adequate protection and can make any necessary adjustments based on evolving needs.

What types of insurance should a house of worship consider?

A house of worship should consider obtaining general liability insurance to cover accidents or injuries on the premises, property insurance to protect against damage to buildings or belongings and management liability insurance to safeguard against lawsuits related to leadership decisions.

Does our house of worship need insurance coverage?

Yes, it is recommended for houses of worship to have insurance coverage to protect against potential risks and liabilities that may arise, such as property damage, theft, accidents or lawsuits.

Nonprofits & Human Services Organizations

Why is having insurance important for nonprofit organizations?

Insurance can safeguard assets, cover legal costs and help mitigate potential risks,allowing nonprofits to focus on their mission without worrying about potential financial setbacks.

How does nonprofit insurance differ from regular insurance?

Nonprofit insurance is specifically designed to address the unique risks and needs of nonprofit organizations. It provides coverage tailored to protect against liabilities common in the nonprofit sector, such as general liability insurance, employment-related practices liability insurance (EPLI) and workers’ compensation insurance.

What types of nonprofits and human services organizations do you serve?

We’re proud to provide specialized coverage to purpose-driven nonprofits and human services organizations, food-related organizations, shelters and overnight facilities, arts and cultural organizations and many more.

Schools & Education

How often should schools and educational institutions review their insurance policies?

Schools and educational institutions should review their insurance policies annually or whenever there are significant changes to their operations, services or property. Regular policy reviews can ensure that the institution has adequate coverage and can make necessary adjustments based on evolving needs or regulatory changes.

Are school events and extracurricular activities covered by insurance?

School events and extracurricular activities can be covered by insurance, but it depends on the specific policy and coverage. It is important to review the insurance policy or consult with us to ensure that events and activities are adequately covered.

What types of insurance should schools and educational institutions consider?

Schools and educational institutions should consider obtaining general liability insurance to cover accidents and injuries on the premises, property insurance to protect buildings and belongings, professional liability insurance for educators and staff members, workers' compensation insurance for employees and possibly cyber liability insurance for data security risks.

Camps, Sports & Recreation

How often should we review and update our insurance policy?

It is important to review and update your insurance policy annually or whenever there are significant changes in your camps, schools or outdoor programs. Regularly assessing your coverage ensures that you have adequate protection and can make any necessary adjustments based on evolving needs, activities or property changes.

What is event cancellation insurance, and should we consider it for our outdoor programs or camps?

Depending on the nature of your outdoor programs or camps, it may be beneficial to consider event cancellation insurance to protect against  severe weather, natural disaster or other unforeseen events that may lead to event cancellation or disruption.

What types of insurance should camps, schools and outdoor recreation programs consider?

Camps, schools and outdoor recreation programs should consider obtaining general liability insurance to cover accidents and injuries, property insurance to protect against damage to buildings or equipment, professional liability insurance for instructors and possibly workers' compensation insurance for employees.

Property Insurance

Does property insurance cover losses due to natural disasters?

Property insurance can provide coverage for losses resulting from natural disasters such as earthquakes, hurricanes or floods. However, specific coverage may vary, so it's important to review your policy and discuss any additional endorsements or riders with Church Mutual.

What factors affect the cost of property insurance?

Several factors influence property insurance costs, including the value of your property, location, construction type, security measures, claims history and the desired coverage limits.

How do I determine the right amount of property insurance coverage?

Assessing the value of your property and its contents, including buildings, equipment and inventory, is crucial. Working with an experienced insurance provider like Church Mutual can help you accurately evaluate your assets and determine the appropriate coverage limits.

What does property insurance cover?

Property insurance covers physical assets such as buildings, equipment and contents against risks like fire, theft, vandalism and natural disasters.

Liability Insurance

How much liability insurance coverage do I need?

The amount of liability insurance coverage you need depends on various factors, including the nature of your business, the risks involved, and the industry standards. It is advisable to work with your insurance provider to assess your specific needs and help determine the appropriate coverage limits.

What types of liability insurance are available?

There are various types of liability insurance, including general liability insurance, professional liability insurance (also known as errors and omissions insurance) and umbrella liability insurance, among others.

Why is liability insurance important?

Liability insurance is important because it can help protect you or your business from potentially devastating financial losses due to legal claims.

What is liability insurance?

Liability insurance provides financial protection against claims or lawsuits resulting from injuries, accidents or property damage caused by you or your business. It can cover legal defense costs and potential settlements or judgments.

Workers’ Compensation Insurance

Do I need workers' compensation insurance for my business?

In most jurisdictions, workers' compensation insurance is required for businesses that have employees. The specific legal requirements vary by location, so it is important to consult the regulations in your area to determine if you need coverage.

What is workers' compensation insurance?

Workers' compensation insurance can provide wage replacement and medical benefits to employees who suffer work-related injuries or illnesses.

Workers' Compensation Payroll Audit

Can you give me a premium breakdown between the church and the school?

The final audit statement will be mailed after the audit is processed. It will breakdown the audit by each code.

What is the reason for the audit charge?

Generally, the estimated payrolls on the policy were lower than the actual payrolls reported causing an increase.

My policy with Church Mutual is cancelled. Why do I have an audit form to fill out?

Even though your coverage is cancelled, the payroll information we are requesting is for the period coverage was provided.

What if I made a mistake on my audit, how do I correct it?

You can submit a revised audit making note of the corrections and why. It will be reviewed to determine if a revised audit should be processed. Or you can contact us by email at premiumaudit@churchmutual.com and ask if a correction is needed.

What is the procedure for submitting audit information?

You can submit the audit via fax, email or online. If the audit is late, there's no penalty, but timely submission is encouraged to avoid additional charges. A spreadsheet or report from accounting software can be used, provided it contains necessary details and excludes personal identifiable information.

How do I report rent-free living?

This value is determined by using the fair market value of similar accommodations in the vicinity or you can write, 'Yes' in the column and we will use our standard yearly rate.

What wages do I report?

Report all gross wages, including bonuses, housing allowances and health insurance premiums paid by employees. Do not include reimbursements like mileage or utilities. For contractors, only include the amount paid for labor, not materials.

Who should be listed on the audit form?

Include anyone who received a W-2 or 1099 during the audit period, such as past employees and contractors. Contractors with their own workers' compensation coverage need not be listed.

What is the audit period and why is it important?

The audit period is the same as your policy period, looking back at the prior year. It's essential for workers' compensation coverage, as it's based on estimated payroll. When your policy expires, we send out the audit form to gather the actual payroll for the audit period. Each state bureau requires we obtain payroll audit information at the end of the policy term. This is also a condition of your workers' compensation policy.

Customer Portal

What billing self-service options are available in the Church Mutual Customer Portal?

The following options are now available:

  • Make a payment.
  • Set up & manage AutoPay (starting Dec. 6, 2025).
  • Save & manage payment methods.
  • Update billing address.
  • View payment history (new billing system only).
  • Download statements (new billing system only).
  • Choose paperless billing (new billing system only).
  • Change policy payment plan (new billing system only).
I have already registered for the online customer portal. How do I log in?

Visit ChurchMutual.com, hover over “Log-in” in the upper right of the navigation bar, click “Customer Portal” and follow the prompts.

How do I register for the new portal?

There are two ways to register for the new customer portal:

  • If you received an email with a registration code, please visit churchmutual.com, hover over “Log in” in the upper right of the navigation bar and click “Customer Portal Log In.” You will be taken to the portal log in screen and should click on “Don’t have an account? Sign up here” (located under the “Sign in” button). Follow the prompts to verify your email and registration code and create your account.
  • If you have NOT received an email with a registration code, please reach out to Customer Service at (800) 554-2642. for an invite to be sent with the registration code.

Billing

General Billing Transition

How will my payment plan be established for a policy?

For a new policy, your desired payment plan should be communicated to your sales representative, broker or agent. The payment plan will be carried forward upon policy renewal and can be changed through the Church Mutual Customer Portal.

Are your installment payment plans changing?

No. We will continue to offer an annual, 2-pay, 4-pay, and monthly installment payment plan. You may select and change your plan via the Customer Portal.

Given the change in billing terms, how can I ensure timely payment?

Paperless billing will be offered through the Church Mutual Customer Portal to allow for expedited delivery of your billing statement. Timely payment can be made by utilizing the Church Mutual Customer Portal to make a payment or to enroll in AutoPay.

Will the billing terms change with the new billing system?

Yes. Billing terms will change from one month (28, 30 or 31 days) to 25 days.

When will all my policies be on the new system?

Policies will move to the new system upon renewal. This varies by policy effective date.

How will I know which bill is from the new system?

Billing statements from the new system have a new design and provide a detailed itemization of policy charges and payments. They are also available as downloadable PDFs in the Church Mutual Customer Portal.

What happens if I combine payments for both statements?

No. Payments mCombined payments may be misapplied, which could result in late fees or policy cancellation.ust be made separately to avoid misapplied payments, policy cancellation(s) or late fees.

Can I pay both bills together?

No. Payments must be made separately to avoid misapplied payments, policy cancellation(s) or late fees.

Why did I receive two billing statements? What do I do?

Policies are moved to the new billing system upon renewal. If you have multiple policies with different effective dates, you may receive a billing statement for policies that are still in the old billing system and a separate statement for policies that are already in the new billing system. Please review and pay each bill separately. As they renew, all your policies will be moved to the new billing system and you will no longer receive separate statements.

Why the switch?

Church Mutual® is modernizing our billing system. As part of this upgrade, we are transitioning to a new third-party payment processor. The new billing system will allow for expanded self-service features through the Church Mutual Customer Portal.

Payments & AutoPay

Upon payment, how quickly will my balance be updated in the Church Mutual Customer Portal?

Immediately for the new billing system and same day for the old billing system.

What if I miss a payment during the transition?

Contact us immediately at (800)-554-2642. We’ll work with you to resolve any issues caused by the transition.

Can I still pay by phone?

The automated phone system (IVR) will be down from Nov. 6, 2025, to Dec. 5, 2025. During this time, you can pay online or by check. Billing representatives can assist with bank account payments. After Dec. 6, 2025, you will again be able to pay your bill via phone.

Will AutoPay in the new system apply to all my policies?

Yes. Once newly enrolled, AutoPay will apply to all policies under your account. You are unable to exclude individual policies from AutoPay.

Why do I need to re-enter my payment info in the new system?

For security reasons, saved payment methods (wallet) will not transfer to our new billing system. Please re-enter your preferred payment method through the Church Mutual Customer Portal.

How can I enroll in AutoPay?

The AutoPay enrollment option will be temporarily unavailable from Nov. 6, 2025, to Dec. 5, 2025. During this period, payment can be made using the one-time payment option in the portal or mailed using the payment remittance coupon attached to your billing statement. You can begin enrolling in AutoPay on the Church Mutual Customer Portal beginning Dec. 6, 2025.

Will my existing AutoPay be impacted by this change?

Yes. AutoPay payments will not occur for bills dated Nov. 6, 2025, or later. AutoPay will need to be reestablished after Dec. 6, 2025, through the Church Mutual Customer Portal.

How do I pay my bill online?

Go to churchmutual.com/epay to pay your bill. Based on the format of your billing statement, directions will be provided regarding the next steps to make a payment. Billing statements from the new system have a new design and provide a detailed itemization of policy charges and payments. Payment may also be mailed using the payment remittance coupon attached to your billing statement.

Statements & Fees

Are these fees permanent?

Yes. This fee structure applies to billing statements beginning Nov. 6, 2025. The late fee, reinstatement fee, NSF fee and increased installment fee are charged for policies billed by the new billing system. Policies billed by the old billing system will retain the previous fee structure until they are moved to the new billing system, upon policy renewal. The credit/debit card fee is charged for all payments regardless of whether the payment applies to the old billing system or the new billing system.

What are the new fees?

The new system may include:

Fee Type 

Amount 

When It Applies 

Installment Fee 

Up to $5 per installment

Applies to each billing installment for policies on a payment plan. 

Late Fee 

Up to $5 per policy

Applied if payment is not received by the due date. 

Reinstatement Fee 

Up to $25per policy 

Applies if coverage lapses and the policy must be reinstated. 

NSF Fee 

Up to $15per NSF payment 

Applies to payments returned due to insufficient funds. 

Credit/Debit Card Fee 

1.5% 

A 1.5% fee will be applied to all credit/debit card payments. This fee is collected by our third-party payment processor. Payment using bank account information is provided at no cost. 

Why does my bill look different?

Billing statements from the new system have a new design and provide a detailed itemization of policy charges and payments.

Troubleshooting & Support 

Who do I contact for help?

For billing or payment questions, call Church Mutual Customer Service at (800)-554-2642.

What if I don’t re-enter my wallet info?

You won’t be able to use saved payment methods for one-time or AutoPay transactions.

What if I don’t re-enroll in AutoPay?

Your payments will not be processed automatically. You’ll need to pay manually until you re-enroll.

I used an old payment link and my payment didn’t go through. What now?

Go the churchmutual.com/epay to pay your bill. Based on the appearance of your billing statement, directions will be provided regarding the next steps to make a payment.