MutualAid eXchange ("MAX") offers Flexible Claim Payment Options:
Common Questions:
Q: Is the payment portal secure?
A: The payment portal has privacy and security safeguards in place to protect your information. The payment portal also conforms to industry security standards (such as: requirements of the Gramm-Leach-Bliley Act (GBL), the Payment Card Industry Data Security Standard (PCI-DSS) and the rules governing the ACH Network (NACHA).) Always remember to only log on to the payment portal from a personal or non-public computer.
Q: Why am I having trouble logging in?
A: Please ensure the information you are entering is correct and that you are logging in within 7 days of receiving the email.
Q: Where can I find information about the payment methods being offered?
A: Each payment method has a "More Info" link located at the bottom. Please click on the link to obtain a description of the how the payment method works.
Q: How will I know that I have completed the process?
A: A payment receipt page will display after you have submitted your payment and you will receive a confirmation email as well.
Q: How long do I have to complete the payment method selection?
A: You will have 7 calendar days to submit through the online portal process. After 7 days, your access will expire and a check will be mailed to the address on your policy.
Q: My address that is displayed in the payment portal is not correct.
A: If you have chosen check as your payment method, you can update your address in the payment portal that you want the check mailed to.
Q: The name displayed in the payment portal is incorrect.
A: Please contact your adjuster to make any corrections.
Q: Can I change my payment method?
A: Once you have completed the payment method selection process, it cannot be changed.
Q: How long will it take to receive my payment?
A: The time to receive your payment depends on the payment method selected. Direct to Debit Card is the fastest method, which could be received in as fast as 30 minutes, whereas a check could take up to 10-15 days depending on mailing times.
Q: When I try to access the Claims Payment Portal, I am receiving a page that says I am locked out.
A: You have exceeded your login attempts with incorrect information or your site access has expired. A check will be mailed to the address on your policy.
Q: I have not received my payment.
A: If you have not received your payment within the quoted timeline for the payment method, please contact your adjuster.
Q: Can I access this site from my mobile device?
A: Yes, you can access the site from your mobile phone or personal tablet to select your payment method. For security purposes, it is recommended that mobile phones and personal tablets should have a firewall, as well as antivirus software installed. Message and data usage fees may apply; check with your wireless provider for more information.