Support 客戶支援
Answers when you need them. 需要時有我們在。
Claims, billing, ID cards, policy endorsements — email us and Tiffany typically replies within one to two business days. 理賠問題、繳費、保卡、批單異動 — 歡迎來信，Tiffany 通常會在一至兩個工作天內回覆。
In an accident or claim 事故與理賠
How to file a claim. 如何申請理賠。
Stay safe & document 確保安全並記錄
Make sure everyone is safe. If anyone is injured or property is damaged, call 911 and the police. Take photos from every angle — they help the adjuster. 先確保所有人安全；若有人員受傷或財物損壞，請撥打 911 並報警。拍攝多角度照片，協助公估人員。
Email Tiffany within 24 hrs 於 24 小時內來信 Tiffany
Send photos plus a short description to ntutiffany@gmail.com. Include your policy number and the date / time of loss. 請將照片與簡短說明寄至 ntutiffany@gmail.com，並附上保單號碼與事故日期時間。
We open the claim 我們協助開立理賠案
We file the First Notice of Loss (FNOL) with the carrier within one business day and request an adjuster assignment. 我們於一個工作天內向保險公司提交首次損失通知（FNOL）並請求指派公估人員。
You get a claim # and adjuster 取得理賠案號與公估聯絡
The carrier emails you a claim number, the adjuster's contact info, and next steps (inspection, rental, repair shop). 保險公司會提供理賠案號、公估人員聯絡資訊以及後續流程（檢驗、租車、修車廠）。
After-hours emergency? Most carriers print a 24/7 claims hotline on your ID card — call it directly to open the claim, then forward the claim number to Tiffany. 緊急狀況？ 多數保險公司於保卡上印有 24 小時理賠專線，您可直接致電開立理賠案，事後再將案號轉寄給 Tiffany。
Quick actions 常用服務
One-click requests. 一鍵發送請求。
Each tile opens an email pre-filled with the right subject line. 點擊後將開啟已預填主旨的電子郵件。
Request an ID card 申請保險卡
Tell us your policy # and which vehicle(s) — most carriers issue same-day. 請告知保單號碼與車輛資料，多數保險公司可當日核發。
Email →寄出 →Update mortgagee or lienholder 更新抵押權人 / 留置權人
Send the new lender's mailing address + loan number. 請提供新貸款方的郵寄地址與貸款編號。
Email →寄出 →Add or remove driver / vehicle 新增或移除駕駛 / 車輛
Driver's license # + VIN to add, or the effective date to remove. 新增需提供駕照號與 VIN；移除請註明生效日期。
Email →寄出 →Change address or garaging 變更地址或停放地點
New address and the date you'd like the change effective. 請提供新地址與希望生效的日期。
Email →寄出 →Update payment method 變更繳費方式
We'll send a secure link directly from the carrier — never paste card numbers in email. 我們將寄送保險公司的安全連結，請勿在郵件中貼上信用卡號。
Email →寄出 →Request a policy review 申請保單檢視
Send your latest declarations page — the review is free. 請附上最新的保單聲明頁，檢視服務免費。
Email →寄出 →FAQ 常見問題
Frequently asked questions. 常見問題集。
How long until I get a quote back?報價需要多久？
Online submissions are typically reviewed within one to two business days. Complex commercial or specialty submissions can take longer; we'll keep you posted on progress.線上送件通常於一至兩個工作天內審核完成。複雜的商業或特殊險案件可能較久，我們會主動回報進度。
When do I get my ID cards and policy documents?何時可以收到保險卡與保單？
Most carriers email digital ID cards within minutes of binding. Physical policy packets typically arrive within 7–14 days. You can also access them in the carrier's app or portal.多數保險公司在保單成立後數分鐘內以電子郵件寄送電子保卡；紙本保單包通常於 7 至 14 天內送達。亦可於保險公司 App 或網站查閱。
How do I file a claim after hours?非上班時間如何申請理賠？
Call the 24/7 claims line printed on your ID card to open the claim immediately. Then forward the claim number to Tiffany — we'll follow up with the carrier the next business day.請致電保卡上的 24 小時理賠專線立即開立理賠案，並將案號轉寄給 Tiffany；我們將於下一個工作天接續處理。
How do endorsements / mid-term policy changes work?批改／保期中異動如何處理？
Most changes (address, drivers, vehicles, mortgagee) take effect on the date you specify, with premium prorated automatically. We'll send you the updated declarations page once it's issued.多數批改（地址、駕駛人、車輛、抵押權人）會於您指定的日期生效，保費自動按比例計算。出單後我們將寄送更新後的批單。
Can I cancel mid-policy? Is there a short-rate penalty?保期中可以解約嗎？是否有短期費率扣費？
Yes. Most Texas personal-lines policies cancel pro-rata (you get the unused premium back). Commercial policies sometimes apply a short-rate penalty. We'll show you the numbers in writing before you sign.可以。多數德州個人險為按比例退費（未使用保費可退回）；商業險有時會以「短期解約」計算扣費。簽署前我們會以書面提供明確金額。
How does Texas SR-22 work, and how long must I carry it?德州 SR-22 如何運作？要保多久？
An SR-22 is a financial-responsibility certificate your auto insurer files with TX DPS, usually after certain convictions, judgments, or at-fault crashes without insurance. Texas requires two continuous years — any lapse and the two-year clock restarts, plus your vehicle registration may be suspended.SR-22 為保險公司向德州 DPS 申報的財務責任證明，通常在特定判決、判賠或無保險肇事後需提交。德州規定須連續維持兩年 — 一旦中斷便重新計算，車輛登記亦可能被吊扣。
What payment options exist?有哪些繳費方式？
Most carriers allow monthly EFT / ACH (bank draft), credit card (often with a service fee), or paid-in-full (usually with a 5–10% discount). We'll lay out the options when we quote.多數保險公司提供按月銀行帳戶扣款（EFT/ACH）、信用卡（通常有手續費）或一次付清（通常享 5–10% 折扣）。報價時我們會完整說明。
What's the difference between collision and comprehensive?碰撞險與綜合險有何不同？
Collision covers damage from hitting another vehicle or object. Comprehensive covers everything else — hail, theft, vandalism, falling tree, animal strike, flood, glass. Both are optional but typically required by lenders.碰撞險保障您撞到其他車輛或物體所造成的損失；綜合險則涵蓋其他事故 — 冰雹、失竊、毀損、樹倒、撞動物、洪水、玻璃。兩者均為選擇性，但貸款方通常會要求投保。
When should I add an umbrella policy?什麼時候需要加保傘式責任險？
If you own a home, have meaningful savings or investments, drive a lot, have a swimming pool / trampoline / dog, or have teen drivers in the household — an umbrella is usually one of the best dollar-per-dollar coverages available.若您擁有房屋、有相當存款或投資、行車里程較高，或家中有泳池、彈跳床、犬隻、青少年駕駛 — 傘式責任險通常是性價比最高的保障之一。
How do hail / wind deductibles work on a Texas homeowner policy?德州房屋保單的風雹自負額如何計算？
Most Texas HO3 policies use a separate wind / hail deductible — usually 1%, 2%, or 5% of the dwelling limit — plus an "all-other-peril" deductible (often $1,000 to $2,500). Choosing a higher hail deductible can lower your premium materially.多數德州 HO3 保單將風雹自負額與其他災害自負額分開計算 — 風雹常見為房屋保額的 1%、2% 或 5%，其他災害約為 1,000 至 2,500 美元。提高風雹自負額可明顯降低保費。
Am I in a TWIA-eligible county?我所在的郡是否屬於 TWIA 範圍？
TWIA covers the 14 first-tier coastal counties — Aransas, Brazoria, Calhoun, Cameron, Chambers, Galveston, Jefferson, Kenedy, Kleberg, Matagorda, Nueces, Refugio, San Patricio, Willacy — plus parts of Harris County east of Highway 146. You generally must be denied wind coverage by a private carrier to qualify, and the property must meet building-code certification.TWIA 承保德州 14 個第一線沿海郡：Aransas、Brazoria、Calhoun、Cameron、Chambers、Galveston、Jefferson、Kenedy、Kleberg、Matagorda、Nueces、Refugio、San Patricio、Willacy，以及 Harris 郡 146 號公路以東地區。投保通常需先被一家私人保險公司拒保風險，且建物須符合建築規範認證。
Do I need flood insurance separately?需要另外投保洪水險嗎？
Yes — standard homeowners and renters policies do not cover flood. Texas flood risk is broad (Harvey 2017, repeat Houston floods, hurricane storm surge). We write through NFIP and private flood markets including Wright Flood.是的 — 標準房屋與租屋保單「不含」洪水險。德州洪水風險廣泛（2017 年哈維颶風、休士頓多次洪災、颶風風暴潮）。我們可透過 NFIP 以及 Wright Flood 等私人洪水市場協助投保。
How do I provide proof of insurance to a lender or the DMV?如何向貸款方或 DMV 提供保險證明？
Tell us who needs it (lender name, address, loan # / VIN). Most carriers issue evidence of insurance the same day — Acord 27 for home, Acord 25 for commercial certificates of insurance, or a digital ID card for auto.請告知對象資訊（貸款方名稱、地址、貸款號或 VIN）。多數保險公司可當日核發保險證明 — 房屋採 Acord 27、商業採 Acord 25、汽車則提供電子保卡。
What happens if my policy lapses?保單中斷會有什麼後果？
In Texas, an auto lapse can trigger a DMV registration hold, an SR-22 requirement, and higher rates when you re-quote (most carriers surcharge lapsed drivers). Home lapses can void mortgage compliance. Set up autopay or call us before your payment is late.德州若汽車保單中斷，DMV 可能凍結車輛登記、要求重新提交 SR-22，重新投保時費率也會偏高（多數保險公司對中斷投保者加收費率）。房屋保單中斷可能違反房貸合約。請設定自動扣款，或於繳費截止前與我們聯繫。
Still need help? 仍有疑問？
Email Tiffany directly — typical reply within one to two business days. For urgent matters, write "URGENT" in the subject line. 歡迎直接來信給 Tiffany，通常於一至兩個工作天內回覆；若為緊急事項，請於主旨註記「URGENT／緊急」。