Answers to Frequently Asked Questions

Contents

Get answers to frequently asked questions here. Below is a listing of the major subject areas.

General Information
  • Our personalized Auto Insurance means that the coverage you need will be there when you need it. Auto insurance is there to protect you, your family and your assets should you get into an accident. That's why it's important for you to have the right types and the right amount of coverage.

  • It is required by the State of Hawaii. Just as importantly though, auto insurance can help protect you from expensive financial loss. If you didn't have auto insurance and caused an accident, you would have to pay for the damage you caused out of pocket and possibly replace or repair your vehicle if it's damaged. You could also be legally responsible in an accident that results in serious injury to another person or expensive property damage and assets such as your home, savings and future earnings could be at risk. Protecting yourself with appropriate auto insurance coverage allows you to safeguard against potential financial damages and give you peace of mind.

  • The amount of insurance coverage you need depends on a variety of factors. It's very important to make sure you have the right amount of coverage so that you are protected against loss when you need it.

     

    We can help you evaluate your situation so you can choose the personalized policy that's right for you and your needs! Here are some factors to think about:

    • Your assets and financial situation are key factors in deciding on the amount of insurance that's right for you. The more assets you have, the more insurance coverage you need to protect them.
    • How comfortable you are with risk. If you choose lower amounts of coverage, you may be personally responsible financially for damages that exceed those limits. Also consider how much you can pay out of pocket when choosing a deductible.
    • The type of vehicle you drive. It's wise to have higher amounts of coverage for vehicles that can cause more damage or that require more expensive repairs.
    • The amount of your car payments can also affect your need to have Collision and Other Than Collision coverages in addition to Liability coverage. If you have a brand new vehicle, you may want to increase coverage to protect your investment.
    • The number of drivers can also affect the amount of your premium and the kinds of coverages required.
  • The penalties of driving without insurance, if convicted, may include heavy fines, suspension of your driver's license, surrendering of your registration certificate and license plates, and possible imprisonment.

  • Your rate quote depends on many factors including your driving history, type of vehicle, vehicle usage, available discounts and other variables. Our system is designed to seek out the lowest rate you qualify for, given the coverage and deductibles you select, but we may be able to offer an even better rate if you call us at 533-2444 or toll-free 1-877-533-2444 from the Neighbor Islands.

  • A Declaration page is a document detailing information about your auto insurance policy such as your name, address, policy period, vehicles insured, coverages and limits, premium amounts, etc.

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Online Profile
  • Click the 'Sign up for an account' link on the Policy Self-Service Login screen.

  • The Primary Insured's date of birth and email address must be in the automobile insurance file. If the information needs to be added or updated, please call us at 533-2444 or toll-free 1-877-533-2444 or email our Customer Service Department at service@farmershawaii.com

  • Call us at 533-2444 or toll-free 1-877-533-2444 or email our Customer Service Department at service@farmershawaii.com to update your Date of Birth and Email Address. You can then create your account online.

  • Your policy number is located on your:

    • Insurance Card - Above the Policy Period
    • Policy Declaration - In the rectangle box at the top half of the 1st page to the left, above the Effective Date
  • Simply contact our Customer Service Department at 533-2444 or toll-free 1-877-533-2444 or send an email to service@farmershawaii.com and we'll be happy to update your email address.

  • The Username is a unique identifier. The Username is needed along with a password to login into the Policy Self-Service system. The Username is created (by you) on the 'Sign up for an account' screen. The Username must be alphanumeric (A-Z, a-z, 0-9, _) and not have more than 20 characters.

  • A secret question that only you are able to answer will ensure the security of your online profile, which includes the ability to change your password and/or security question and answer.

  • Prior to using the 'Forgot Your Username' link, please be sure the following information is on file:

    • Primary Insured's Date of Birth
    • Valid Email Address
    • Our Customer Service Department will be happy to assist if you need to update this information.
  • Please click on the Forgot Your Password link to reset your password.

  • Your password cannot start or end with a number and must contain a combination of at least 8 letters and numbers. For added security, we recommend creating a password that can't be easily guessed.

  • Once you Login, click the 'Your Online Profile' button located on the right sidebar. Then click the 'View or modify your online profile' link.

  • Once you Login, click the 'Your Online Profile' button located on the right sidebar. Then click the 'View or modify your online profile' link.

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Personal Information
  • Please contact our Customer Service Department to add your spouse to the policy.

  • Your email address is needed to send you a confirmation of your online registration and changes to your policy. Your privacy is very important to us and your email address will not be sold or given to other companies. From time to time we may send emails to your email address to confirm your information, provide rate and policy information to you, and update you about services and products. For 'Opt-out' information, please refer to the Privacy Notice which can be accessed through the side menu bar under the 'Your Policy Documents' tab.

  • If you are moving in less than a month, enter your new address. Otherwise, please use your current address. Once you move, contact us and we will update your records.

  • Please contact our Customer Service Department at 533-2444 or toll-free 1-877-533-2444 or email our Customer Service Department at service@farmershawaii.com

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Drivers
  • Use the 'Add driver' link to add the driver you would like to include on the policy. Then use the 'Remove driver' link on any driver you no longer want to include on the policy.

  • Anyone who is of driving age in your household should be listed, whether they plan to drive the vehicle being insured, or not.

  • Yes, as long as the driver has not been at fault in an accident or had any violations. In the Driver Section of the Policy Summary screen, click the 'Driver Update' link. A list of Drivers will then be displayed. In the Actions column, click the 'Remove' link for the applicable driver you wish to delete from the policy. If you have any questions or need further assistance in this matter, please contact our Customer Service Department at 533-2444 or toll-free 1-877-533-2444 or email our Customer Service Department at service@farmershawaii.com

  • Driver Details (Date of Birth, Marital Status, Address, Occupation & Driver's Lic #) may be updated by contacting our Customer Service Department at 533-2444 or toll-free 1-877-533-2444 or email our Customer Service Department at service@farmershawaii.com

  • Please contact our Customer Service Department at 533-2444 or toll-free 1-877-533-2444 or email our Customer Service Department at service@farmershawaii.com to add your spouse to the policy.

  • Incidents are automobile accidents and/or moving violations.

  • Yes. All tickets received while you or other drivers on your policy were driving should be reported. Do not include parking tickets.

  • Use your best recollection for when the incident occurred.

  • Provide us with your best estimate.

  • Only accidents/violations that occurred within 3 years from end of your current policy term are displayed.

  • Please contact our Customer Service Department who will be able to assist you.

  • The primary policyholder is the first person listed on the policy.

  • IV = Insured Vehicle, and OV = Other Vehicle.

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Driver Assignment
  • Each vehicle should be assigned a primary driver and each driver should be assigned to a vehicle. If there are more drivers than vehicles, then each remaining driver should be listed as a secondary driver to a vehicle.

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Vehicles
  • Yes, if you have the vehicle identification number. Once you Login, click the 'Vehicle Update' link in the 'Vehicles' section. Then click the 'Add Vehicle' link.

  • The VIN (Vehicle Identification Number) is found on the:

    • Vehicle Registration
    • Certificate of Title
    • Purchase Contract or Bill of Sale
  • Once you Login, click the 'Vehicle Update' link in the 'Vehicles' section. In the 'Actions' column, click the 'Remove' link for the applicable vehicle you wish to delete from the policy.

  • Replacing a vehicle means the vehicle you selected will be deleted from the policy and be replaced by the vehicle you are adding (e.g. trading in a vehicle for another).

  • Additional coverage may be purchased to repair or replace certain equipment or accessories in or on your covered auto that the manufacturer did not install or apply at the factory. Examples of special equipment include window tint, pinstripes, camper shells, luggage racks, custom wheels, tonneau covers and spoilers not installed by the auto manufacturer. Stereos, speakers, amplifiers and other car audio components are not eligible for this coverage. Please call us at 533-2444 (on Oahu), or toll-free at 1-877-533-2444 from the Neighbor Islands for details regarding the special equipment coverage.

  • Your daily commute to and from work is not considered business use. Business use applies when your vehicle is driven to meet business needs that are required by your job, such as traveling to meetings or making deliveries to customers.

  • Select the closest retail value of this vehicle when it was brand new.

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Coverage
  • BI coverage is mandatory. It protects your assets in the event you (or others as defined in your policy) are at fault in an auto accident resulting in serious injury as defined below. We will defend you and pay the damages the injured party is legally entitled to recover subject to the terms, conditions, and exclusions in your policy.

     

    In Hawaii, an injured person is entitled to make a claim against your BI coverage only if the accident results in:

    • Death, or
    • Permanent and serious disfigurement, or
    • Permanent loss of use of a body part, or
    • Personal Injury Protection benefits incurred equal to or exceeding $5,000 (please refer to the included definition of personal injury protection benefits).
  • The maximum amount we pay to an injured party is subject to the coverage limit you purchase. Some of the available BI coverage limits are:

    • $20,000 each injured person / $40,000 each accident
    • $50,000 each injured person / $100,000 each accident
    • $100,000 each injured person / $300,000 each accident
    • $300,000 each injured person / $300,000 each accident
  • The limit for "each injured person" is the most we will pay to any one person injured or killed as a result of a single accident. The limit for "each accident" is the most we will pay as a result of a single accident.

  • PD coverage is mandatory. It protects your assets in the event you (or others as defined in your policy) are at fault in an auto accident resulting in damage to someone else's property (auto, fire hydrant, fence, house, etc.). We will defend you and pay for the property damage subject to the terms, conditions, and exclusions in your policy.

     

    The amount we pay is subject to the coverage limit you purchase. Some of the available PD coverage limits are: $10,000, $15,000, $20,000, $25,000, $30,000, $35,000, $50,000, and $100,000 per accident.

  • PIP coverage is mandatory. It protects you, your family members, and others as defined by the policy, in the event of injury caused by an auto accident. PIP pays medical and some related expenses that are substantially comparable to those required to be provided under health insurance plans in Hawaii. As your insurer for PIP benefits, we will pay covered benefits regardless of who was at fault in the accident.

     

    PIP benefits also include coverage for chiropractic and acupuncture, limited to a combined total of at most 30 visits. The most we will pay for each visit is $75.00. Massage therapy is also covered when prescribed by a medical doctor.

     

    You may purchase this mandatory coverage in limits of: $10,000, $20,000, $30,000, $50,000, $75,000 and $100,000 per injured person.

  • UM coverage and UIM coverage both protect an "insured" (you, your family members, and others as defined by the policy) injured or killed in a motor vehicle accident involving an auto covered under your policy. UM coverage and UIM coverage further protect you and your family members (as defined in the policy) involved in a motor vehicle accident regardless of whether an auto covered under your policy is involved, including when you or a family member are injured as a pedestrian. UM and UIM coverages apply when the accident was caused by or the fault of another party.

     

    You may purchase either or both UM and UIM coverage up to but not greater than the Bodily Injury Liability coverage limits in your policy.

     

    We suggest you seriously consider UM and UIM coverage because they provide substantially more protection for a relatively modest increase in premiums

     

    a) Uninsured Motorists (UM) Coverage

    (Bodily Injury only) applies when the at-fault driver in an accident has no automobile insurance or is the operator of an unidentified motor vehicle (i.e. the driver of a "hit and run" vehicle) and causes an accident which results in injury or death to an "insured" and is reported to the police.

     

    b) Underinsured Motorists (UIM) Coverage

    (Bodily Injury only) applies when the at-fault driver has automobile insurance, but the Bodily Injury Liability (BI) policy limits under his/her policy are not enough to fully compensate for the injury or death sustained by an "insured."

     

    The limit for “each person” is the most we will pay to any one person injured or killed as a result of a single accident. The limit for “each accident” is the most we will pay to all persons injured or killed as a result of a single accident.

     

    c) Stacked UM & UIM Coverage Limits (if you insure more than one auto):

    Stacked coverage means that in the event of a covered UM or UIM loss, the total coverage limits will be the sum of the UM or UIM coverage limits for all autos covered under your policy.

     

    For example, if you purchase Stacked UM coverage for $50,000 and insure three autos under your policy, your total available UM limit is three times $50,000 or $150,000. Stacked UIM coverage limits apply the same way.

     

    Either or both Stacked UM and Stacked UIM coverage can be purchased if you insure more than one auto under your policy. Be sure to carefully review your stacked, compared to your non-stacked, coverage options to determine the lowest premium for the amount of coverage you desire. In some instances, the premium for stacked coverage will be higher than that for non-stacked coverage. In other instances, the premium for non-stacked coverage will be higher than that for stacked coverage.

     

    d) YOUR OPTIONS (for UM and UIM):

    You must complete and return the appropriate Coverage Selection Form if you select any of the following options:

    • You desire UM coverage limits that are lower than your Bodily Injury Liability coverage limits. You may select maximum UM coverage limits up to the Bodily Injury Liability coverage limit in your policy.
    • You desire UIM coverage limits that are lower than your Bodily Injury Liability coverage limits. You may select maximum UIM coverage limits up to the Bodily Injury Liability coverage limit in your policy.
    • You insure more than one auto and do not wish to carry Stacked UM coverage.
    • You insure more than one auto and do not wish to carry Stacked UIM coverage.
    • You wish to reject UM coverage.
    • You wish to reject UIM coverage.

    Even if you have an existing policy, you must complete and return the Coverage Selection Form if you want to select any of the options listed above. If you do not do so, your Policy will provide UM and UIM coverage limits equal to your Bodily Injury Liability coverage limits. Also, if you do not return the Coverage Selection Form and you insure more than one auto, your policy will provide stacked UM and Stacked UIM coverage. Your policy will reflect appropriate premium charges for these coverages.

  • Wage Loss Benefits coverage is optional. Wage Loss Benefits will be paid when the covered person’s injuries prevent the person from working in the employment position he/she held immediately prior to the accident.

     

    Benefit payment will be made for lost income before taxes subject to both a monthly and a per accident limit. Any change in benefits applies only to losses from future motor vehicle accidents.

  • Death Benefit coverage is optional. In the event of death resulting from an auto accident, Death Benefits will be paid to your spouse, dependents, or estate.

  • Funeral Expense coverage is optional. Funeral Expenses of up to $2,000 will be paid in the event of death resulting from an auto accident.

  • Alternative Care coverage is optional. You may purchase coverage for naturopathic, acupuncture, non-medical remedial care, and treatment rendered in accordance with the teachings, faith or belief of any group which relies upon spiritual means through prayer for healing.

  • OTC (sometimes called Comprehensive) pays for accidental losses to your auto such as fire, theft, vandalism, broken windshield, etc. This coverage excludes personal contents of the vehicle.

     

    OTC is optional unless your auto is financed. It is written with a deductible. The deductibles we offer for Other Than Collision coverage are: $50, $100, $150, $200, $250, $500, $1,000, $1,500 and $2,000. If you have an OTC loss, you pay the deductible and we pay the actual cash value for damages over that amount.

  • This coverage pays for damage to your auto caused by upset or collision with another object. Collision coverage is optional unless your auto is financed, and you must have OTC to be eligible to purchase this coverage. It is always written with a deductible, and the deductibles available for Collision coverage are the same as those available for Other Than Collision coverage. If you have a Collision loss, you pay the deductible and we pay the actual cash value for damages over that amount.

  • This coverage applies when the at-fault driver in an accident has no automobile insurance and the accident results in damage to your covered auto.

     

    This coverage is only available for autos not insured for Collision coverage and the limits for this coverage cannot exceed the limits of your Property Damage coverage. It is available in limits $10,000 and $20,000, is paid based on the actual cash value of the covered auto at the time of the accident, and is subject to a $500 deductible.

  • This coverage pays towing or roadside service expenses if your car is disabled.

     

    Actual Cash Value (ACV) : This option covers your basic towing costs.

    • Must file for reimbursement of services rendered
  • Emergency Roadside Service (ERS)*** : For as little as $0.83 a month, the following additional benefits are available:

    • No upfront payment for roadside assistance
    • Complementary winch services, lockout assistance, fluid delivery, jump starts and tire changes
    • 24-hour concierge services for airline reservations, alternate transportation and hotel reservations
    • Emergency call services to contact your friends and family if your car is broken down while on the road
  • *** ERS is not available for vehicles garaged on Molokai and Lanai.

  • This coverage pays for a rental car or other transportation (such as bus or taxi) if a covered auto is out of service for more than 24 hours due to a collision or other loss covered under your policy. You must have at least Other Than Collision coverage to be eligible to purchase Extended Transportation Expenses coverage.

     

    There are two coverage levels available:

    • $15 per day up to a maximum of $450, or
    • $30 per day up to a maximum of $900.
  • This coverage pays to repair or replace equipment or accessories in or on your covered auto that the manufacturer did not install or apply at the factory. Payment is based on the actual cash value (less depreciation) of the equipment or accessories at the time of loss.

     

    Examples of customizing equipment include window tint, pinstripes, camper shells, luggage racks, roll bars, custom wheels, bras, tonneau covers, spoilers, air dams, and ground effects equipment not installed by the auto manufacturer. Stereos, speakers, amplifiers, CD players, and other car audio components are not eligible for this coverage.

  • *** If you wish to purchase or change this coverage, please contact us.

  • This is not an easy question to answer but there are several factors you should consider such as:

     

    • What is the state's minimum coverage requirement?

      Bodily Injury Liability: $20,000 per person / $40,000 per accident

      Property Damage Liability: $10,000 per accident

      Personal Injury Protection or Managed Care: $10,000 per person

    • How much potential loss can you cause or sustain?
    • How much coverage can you afford to purchase?
    • How much out of pocket expense are you able to comfortably withstand?

     

    Keep in mind that having adequate coverage is a means of keeping your family financially protected.

     

    Here are more helpful guidelines:

    The Insurance Information Institute (I.I.I.) recommends $100,000 of bodily injury protection per person and $300,000 per accident. If your net worth is more than $300,000, consider buying additional liability insurance. You should also consider purchasing an umbrella or excess liability policy. These policies cover excess damages after your auto insurance policy coverage limits have been used up/exhausted. You can typically purchase an umbrella or excess liability policy for between $200 and $300 per year for a million dollars in coverage.

     

    In addition to Bodily Injury coverage, you should consider adding Collision and Comprehensive (Other Than Collision) coverages when requesting an auto insurance quote. These coverage amounts are based on the market value of your car and the cost of repairing it, so you would be covered for the cash value of the vehicle. For collision and comprehensive coverages you will need to select deductibles. The deductible is the amount you would pay out of pocket before your insurance pays your claim. Typically, deductibles are $500 or $1,000; the higher your deductible, the lower your premium.

     

    Remember, you can always call us if you have any questions about coverage. We can answer any questions and help you decide before you buy.

  • A deductible is the amount you pay out of your own pocket – before your insurance pays your claim. For example: your car's window is broken and replacement costs are $500. If you have a $100 deductible, you pay the first $100 and the insurance company will pay the remaining $400. Selecting a higher deductible will lower your premiums while choosing a lower deductible will result in higher premiums.

  • The first amount is the individual coverage limit per person, per accident. The second amount is the total coverage limit for the entire incident.

  • If you are interested in additional coverages or options please call us at 533-2444 (on Oahu), or toll-free at 1-877-533-2444 from the Neighbor Islands.

  • The premium difference displayed is based on your policy term. The actual premium due will be pro-rated based upon the effective date of the transaction.

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Payments
Policy Change Estimate
Report a Claim
  • Click on the "Report a Claim" tab in the right side menu, then click on the "Auto Claim" link. Enter the required claim information and then click on "Submit" to submit your claim information. You will receive a reference number if your claim is confirmed. Please record this number for your reference. A HelpPoint Claim Service representative will be contacting you to review your claim and to provide you with important claim information. If you would like to contact us, please call 1-800-413-1711.

  • Enter an approximate date.

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Policy Document
Miscellaneous
  • Please contact our Customer Service Department at 533-2444 or toll-free 1-877-533-2444 or send an email to service@farmershawaii.com as soon as possible.

  • Please contact our Customer Service Department at 533-2444 or toll-free 1-877-533-2444 or send an email to service@farmershawaii.com as soon as possible.

  • Please contact our Customer Service Department Department at 533-2444 or toll-free 1-877-533-2444 or send an email to service@farmershawaii.com as soon as possible.

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Walk-in Locations
  • Honolulu Restaurant Row

    Six Waterfront Plaza, 3rd Floor
    500 Ala Moana Boulevard
    Honolulu, HI 96813
    Walk-in Hours: Mon-Fri 8am-4:30pm

    Hilo Office

    111 East Puainako Street, Suite 705
    Hilo, HI 96720
    Walk-in Hours: Mon-Sat 9am-6pm

    Kona Office in Walmart

    75-1015 Henry Street
    Kailua-Kona, HI 96740
    Walk-in Hours: Mon-Fri 9am-6pm

    Maui Office in Walmart

    101 Pakaula Street
    Kahului, HI 96732
    Walk-in Hours: Mon-Sat 9am-6pm

    Kauai Office

    3016 Umi Street #1
    Lihue, HI 96766
    Walk-in Hours: Mon-Fri 8am-5pm
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