Billing & Payment FAQs
What are my payment options?
All PURE members are set up on a quarterly payment plan. Members also have the option of paying their full account balance as well as the minimum due as reflected on their statement at time of quarterly payment.
PURE offers several different methods of payment for your premium. There are no additional fees associated with any payment methods.
 Directly from your PURE eBill
If you receive your billing statements via eDelivery, you can pay your bill safely and securely without leaving your PURE statement form. Secure payment can be made via credit card or electronic funds transfer from your bank account. Please note, credit card payment is available for payment infull only.
 Online Payment Center [insert link to OPC]
If you prefer to review your statements and pay your bills securely online, please visit paymybill.puremembership.com.
 Pay your total balance by credit card, debit card, or electronic funds transfer from your bank account. PURE accepts VISA, MasterCard or
American Express. Please note, credit card payment is available for payment in-full only.
 Pay your minimum with your debit card or electronic funds transfer.
 Set up your account for automated payment. You can enroll in automatic payment via electronic funds transfer using PURE's
Online Payment Center. [insert link to OPC]
 Personal Check
To pay by personal check, please mail payment to our billing facility at the address below. Please attach the payment coupon located at the bottom of your PURE billing statement and include your 10-digit member identification number on the check.
Payments should be sent to:
PURE Insurance
PO Box 95000-2655
Philadelphia, PA 19195-2655
How can I make an electronic, debit/credit card payment or enroll in automatic payments?

Simply access PURE's Online Payment Center. [insert link to OPC] In just a few minutes you will be able to make a one time payment or enroll in automatic payments using our secure website. If you have questions about the site, please contact Member Services at (888) 813-PURE during regular business hours.
I'm signed up for eDelivery, but I would like a hard copy of my statement.
Simply call your agent or Member Services at (888)813-PURE to request a paper copy of your billing statement.
I've signed up for eDelivery, and I've just received my eBill. How do I open the
PDF?
Simply open the email, and enter your billing zip code as your password to open the secure PDF and view your quarterly billing statement. Then remit payment via credit or debit card directly from the PDF.
Why is my first quarterly installment larger than future installments?
The first installment includes 25% of the annual premium along with the full amount of your surplus contribution and any other required fees and surcharges. Future installments are 25% of the annual premium.
Can I have my mortgage company billed for my Homeowners policy?
Yes. When advised that the mortgage company is the payer, your policy will be issued or endorsed to reflect this. PURE will bill your mortgage company directly. This policy will not be listed on your account billing statement, nor will you receive a copy of the mortgagee bill. Please note that mortgage companies will sometimes make payment for premium only. Please contact your mortgage company if you would like them to pay your surplus contribution and fees as well.
When will I get my billing statement?
Member billing statements are mailed monthly on or about the 10th of each month. Statements reflect any new, renewal or endorsement transactions or payment installments that are due within the next 30 day period. If your account has been paid in full you will not receive a statement unless there is new activity on your account.
When is payment due?

Payments are due 20 days from the statement date and will be indicated below the minimum amount due. Statements marked as Overdue are due immediately.
My statement indicates that my account is "Overdue." Is my policy going to be cancelled?
Overdue notices generate when the prior month's statement was not paid infull before the next statement date. This will be marked "Overdue." If payment is not received immediately policies are subject to cancellation. Further notice will be given before any cancellations will take effect.
How can I find out what a specific charge is for?
For questions about your statement, please contact Member Services at (888)
813-PURE (7873) during normal business hours. Or you may send an email to service@purehnw.com. We will respond to your inquiry in a timely manner.
Where do I send my check?
Please remit payment along with the payment coupon to the address below. If you do not have the payment coupon, please include your Member ID number which is found at the top of your statement.
PURE HNW Insurance
PO Box 95000-2655
Philadelphia, PA 19195-2655
What address should I use to overnight my check?
All rush payments should be sent to our White Plains, New York office:
PURE
1 North Lexington Avenue
Suite 1450
White Plains, NY 10601
Attn: Accounting
If you do not have the payment coupon, please include your Member ID number, which can be found at the top of your statement.

How can I speak to someone about my statement?
For questions about your statement, please contact Member Services at (888)
813-PURE (7873) during normal business hours. Or you may send an email to service@purehnw.com. We will respond to your inquiry in a timely manner.
I received a bill in the mail after I paid my bill.
It is more than likely that your check was processed after we generated the bills for that particular month. If you would like to verify that your payment has been received please contact Member Services at (888) 813-PURE (7873) during normal business hours. Or you may send an email to service@purehnw.com.
We will respond to your inquiry in a timely manner.

General FAQs
Why does the replacement cost of my home differ from the market value or assessed value of my home?
The Replacement cost refers to the cost of reconstructing all the unique feature of your home using material and craftsmanship of similar quality. PURE's replacement cost includes all fees to hire an architect, a general contractor and builder profit and overhead.
The market value is the amount that a one may expect to sell their home in the open real estate market and is based on current market conditions and recent comparable sales. The assessed value is the value placed on a home, co-op or condominium by the town, city or county assessor for determination of property taxes. This method is generally based on a percentage of your home's overall market value.
Why is the square footage in my insurance appraisal report greater than then square footage listed in my real estate documents?
The square footage measurements taken during your insurance appraisal are taken from the outside perimeter walls of a home to account for the inclusion of the exterior walls, interior hallways, closets, stairwells, bathrooms and other areas typically overlooked when measuring the home internally for real estate purposes. All areas must be included in order to accurately determine the cost to rebuild.
I understand the difference between market value and replacement cost, but I feel the replacement cost figure on my appraisal report is high. How was this established?
PURE's valuation approach encompasses a combination of information from various sources, including national valuation tools such as, e2Value, Xactware and Marshall & Swift. In addition to these tools we also gather construction information from published pricing indices, along with conducting our own internal research.
The insurance replacement cost established is greater than the market value of my home. Why is this?
There are several reasons for this:
 Rebuilding costs do not fluctuate with the real estate market. Many people assume that if sales prices are down so too are rebuilding costs.
That is always not true.

 Sometimes builders will establish themselves in a new market by constructing a new home at a discounted price. That discount will not apply if the home needs to be rebuilt by the insurance company.
Similarly, the original builder of a home may not be available to rebuild and another contractor may need to be employed, thus influencing the cost.
 When rebuilding a home, often there are items to replace that were added after the home was built and were not accounted for in the rebuilding cost, such as interior decorations, wall coverings, stereo systems, theatres and phone systems. All of the finished features of the home must be included in the final replacement cost of your home.
 We often hear builders say, "If I built this house again I could never build
it for what I charged the homeowner." That's because, a custom-built home typically takes 12-18 months to build; and in that time, constructions costs, supply and demand and economic conditions can impact the cost of the project.
 Builder profit, overhead and the fees to employ an architect and engineer can add as much as 20% or more to the cost of building a home. All of these fees must be factored into the replacement cost of the home.
 For homes built within a residential development area, where multiple homes were constructed in the same timeframe, the rebuilding for one home will significantly more expensive than the original costs because greater efficiencies were taken during the original construction.
Older homes have additional items to consider:
 Rebuilding an older, a historical home may require the expertise of a variety of skilled artisans to reproduce unique or custom features.
 Generally, replacing distinctive features of a home such as millwork, plaster, antique hardware, leaded glass windows, light fixtures and other features require materials that are often rare or in short supply and therefore costly to repair and/or replace.
 Balancing the requirements to rebuild to current building codes while maintaining the historical integrity of the replaced items or structure can be costly.
Why are architect fees included in the replacement cost if I already have a copy of the plans?

If you have a copy of your plans that is great. We recommend that you keep them in a secure place in case you ever have a loss. Having a copy of your plans could potentially lower the architectural fees; however, they would not be completely eliminated. Architectural fees go beyond just the scope of creating drawings of a home. In the case of rebuilding a home demolition plans must be created, building codes updated, and more often than not a homeowner may request a design change to the home. Regardless, depending on the scope of the reconstruction, most projects require some sort of architectural oversight, even if new plans are not created.
My home is built of materials that will not burn if there is a fire (i.e. solid masonry, stone or concrete). Why is it necessary to insure my home to full value when these items will not be damaged during a loss?
In reality these types of homes can and do burn. Masonry homes tend to retain intense heat, destroying a home's interior and structural integrity; and once the temperature of a fire reaches a certain level the mortar in the masonry actually turns into a powder creating structural problems of a home. Even if a home isn't completely damaged, most of the materials cannot be reused or require a great deal of engineering. Insurance companies have often had to tear out and replace foundations because rebuilding required additional excavation, it was required by a local building code or damage to an exterior wall demanded it.
Our home took several years to build and we would never build it again. Why do we have to insure the home to full replacement cost value?
As part of your insurance contract, PURE is obligated to reimburse for the amount it would cost to rebuild your home of current residence, whether you would choose to rebuild it or not. In addition, most losses to homes are partial losses. Members who suffer a total loss can also choose the cash settlement option in lieu of rebuilding. Regardless of the option a member chooses, PURE requires that the home is insured for the amount it would cost to rebuild in its current state.
Several of the materials in my home would be difficult to replace or rebuild and may no longer be available today. Why do I need to insure these items for replacement cost?
Under the insurance contract we are obligated to rebuild your home with the same features that are currently in place. Since most losses are not total losses, when replacing or repairing a partial loss it's important to match the damaged materials with what is left of the home. Even if something is constructed of rare, unique or outdated materials we will do our best at a time of loss to rebuild or replace these items. If needed we will consult preservation experts to help reconstruct your home back to its original character.

In what circumstance would I need to insure my condominium/co-op for more than the master policy?
Master policies can differ in the coverage provided. Most associations will insure the building and its common elements based on several approaches:
 Single entity: The association will insure the building, as well as certain fixtures inside the unit including carpeting, cabinets and appliances.
The owner is only responsible for personal property inside the unit and for any additions or alterations made to the original structure.
 Bare walls: The association will insure only the general building parts such as the exterior walls, roof, floor structure, elevators, etc. The association is not responsible for insuring anything inside the unit such as appliances, cabinets, carpeting, wallpaper, interior partitions, plumbing, wiring and bathroom fixtures. Therefore the unit owner is responsible for repairing everything in the unit. This is the most common type of coverage.
Since the most common coverage provided by master polices is "bare walls" our replacement costs are based on the assumption that the member is responsible for insuring everything inside the unit. If the member has evidence that the master policy will provide coverage based on the "single entity" approach, the estimate for the additions and alteration can be adjusted accordingly. However, for "single entity" policies it is important that the loss settlement term be reviewed, as often these policies are settled on an actual cash value basis not a replacement cost basis.
Why is the cost per square foot for the condo/co-op additions and alterations almost equal what the cost per square foot is to build a home?
Most condos/co-ops are located in highly desirable, often difficult to access locations, such as New York City, Chicago, Miami and Los Angeles. A major consideration for condo/co-ops is access, staging, debris removal, special permits and the hours contractors can work in the building. Often there are restrictions that limit a contractor's ability to work efficiently.

Claims FAQs
Who do I call if I have a claim outside of normal business hours?
PURE claims service support is available 24 hours a day, seven days a week at
(888) 813-PURE (7873). Outside of regular business hours, members reporting a claim will reach an external service specializing in receiving first notices of losses. Emergency situations will be referred to PURE claims adjusters.
I've just filed my claim. Now what can I expect?
After discussed with you the nature of your claims, you licensed adjusted will make arrangements to view damages to your property and address your loss.
You can expect one-on-one service and consistent communication throughout this process.
There were significant damages to my property, and I'd like help repairing them. Can PURE help me find and make arrangements with the right contractors and service providers?
It sounds like you're looking for a Member Advocate. PURE provides a personal advocate to members following a claim to help assist with the administrative hassles associated with a loss. Look to your Member Advocate for recommendations regarding highly qualified professionals and repair or replacement options for damaged property. Your Member Advocate is also there to assist in purchasing a new vehicle in the case of a total loss and to help arrange temporary living accommodations when your home is inaccessible.
I want to work with PURE's Member Advocate to repair my property, but I already have a service provider that I'd like to use. Can a Member Advocate still help me coordinate appointments and schedule service?
PURE's Member Advocate is happy to work with our members' preferred providers. Simply let us know that there is a contractor or professional that you like, and we'll get in touch with them to facilitate service for you. We're always looking to grow our list of preferred service providers, and we appreciate our members' input.
I have a PURE Auto Policy, and I've just been in a car accident in a rental vehicle. Does my auto coverage still apply?
Yes. PURE's Private Fleet Automobile insurance applies for rental vehicles worldwide for under 90 days.