Frequently Asked Questions

...about State Auto's Pay Now service

Using the Site

Please make sure that PayNow@StateAuto.com is in your address book.

In addition, please make sure that your ISP or mail filtering software will allow
e-mails from
PayNow@StateAuto.com - and all StateAuto.com addresses. This will ensure that you receive important emails from State Auto about your PayNow account and your policy.

Always include your account number or policy number in all correspondence with State Auto. This will ensure prompt and accurate service.

Q> I have my policy with State Auto. Your site asks for my account number. I'm confused.
A> Some of the account numbers do match your policy number on your policy declaration page, but many are different. In either case, your account number is located in the upper right-hand corner of your State Auto invoice in a shaded box; you can also find it in the stub area in the perforated section in the lower right. A sample invoice is provided in the link for Account Help.

Q> I received a call (or email) from State Auto about an account error. They wanted my financial information and my Social Security number. Is this OK?
A> State Auto will never contact you and request financial account information. If you have a situation in which a payment is rejected for some reason, we may call you and give you a reference number, and ask you to call us back at 1-800-444-9950 ext. 5118, or e-mail us at PaymentServices@stateauto.com. If you call us with a question regarding your account, we may assist you in making a payment. This may require providing financial information, but only when you contact us for assistance.

Q> I would like to pay my account with a credit card, can I do this?
A> Yes! State Auto is now able to accept MasterCard and Visa credit and debit card payments for your insurance premiums. We are sorry, but we are unable to accept Discover Card or American Express.

Q> I tried to pay my account with a debit card, but was unable to. Why?
A> While many Debit cards are branded with a MasterCard or Visa logo (and thus, are accepted by our system for payment), some cards which are branded only with an ATM network logo (such as NYCE, STAR, PLUS, etc...) are currently unable to be processed by our payment vendor. We hope to expand this functionality in the near future.

Q> My payment isn’t due for a few days yet. Can I enter the payment information now for a future transaction date?
A> Yes you can! To schedule a payment with a future transaction date, you must first be enrolled in the site and have your payment information stored. Then whenever you are ready to arrange a future payment, you can come in to the site and enter the information as you want it. Today’s date will appear in the “Payment Date” field on the payment screen, but you can key over that with the payment date of your choice—up to the due date on your invoice. You won’t be able to enter a payment date that is after the due date, however.

We will send you an email confirmation when you first schedule the payment, and again when we have completed the transaction and submitted it to your bank or credit card on the date you specified.

Q> I want to pay an amount other than what I see in the "Payment Amount" field. Can I do that? If so, HOW?
A> You'll notice that we have pre-filled this field with the Minimum Amount Due from your latest unpaid invoice. However, you can type over this amount and pay a different amount if you choose. We show both the amount currently due and the amount needed to pay the remaining balance on your account in full--you can see this in the Account Detail section at the top of the payment screen.

We do strongly advise that you pay at least the amount shown in the Payment Amount field to ensure continued coverage of your policy/policies. However, you are more than welcome to pay any amount between the amount due and the amount to pay in full. Any amount over the current amount due will reduce your next installment amount.

Q> With all of the talk about identity theft and fraud, how do I know your site is safe?
A> Your financial information is gathered on a secure group of servers which pass internal and external audits on a regular basis. In addition, we utilize SSL and encryption in the data that we gather. We implement encryption of data on every financial transaction that passes through our site. Please read the other FAQs below for additional information regarding security features that we have implemented.

Q> What is an appropriate browser?
A> We use 128-bit encryption to make your information unreadable as it passes over the Internet. Therefore, we strongly recommend that you use the latest version of Microsoft Internet Explorer or Netscape Navigator.

If you need a newer version of Microsoft Internet Explorer, you can download it by going to: http://www.microsoft.com/ie/downloads/default.mspx

If you need a newer version of Netscape Navigator, you can download it by going to: http://browser.netscape.com/ns8/.

Q> Why are only some versions of browsers supported?
A> To help ensure that your confidential financial information is protected in transit, we encrypt all messages between your browser and this service. Some browser versions do not support the levels of encryption we feel are necessary to protect our customers.

Q> How secure is my sensitive banking information and personal information? How can I know that this information will not be intercepted?
A> The Pay Now service uses the following security features:
  • SSL: We use SSL (Secure Sockets Layer) that ensures your connection and information is secure
  • Encryption: We strictly enforce 128-bit encryption security levels for users accessing this service. All users accessing this service must ensure that their Web browsers are set to enable 128-bit encryption.
  • Automatic Sign Out: We automatically sign you out after 20 minutes of inactivity.
Q> How do I know when a secure session has been created?
A> Most of the supported browsers will give you a message box stating when you are going into a secure session. Internet Explorer uses a small padlock icon on the bottom right side of the browser window. When there is a secure session in place, the padlock will appear locked. Netscape Navigator uses a key icon in the lower left corner of the screen to show security status. When the key is solid (i.e., unbroken), the session is secure. Another indication that your browser is operating in secure mode can be found in the website address. The address will begin with (http:) in standard, non-secure mode and with (https:) in secure mode. The 's' in 'https' stands for secure.

Q> What are my obligations to help maintain secure transactions with your Pay Now service?
A> You are responsible for not giving out your bank account information, bank routing information, or account information to unauthorized individuals or sites. You also must be sure that you are using an appropriate browser. Be sure to close your browser immediately after you are finished transacting your payment(s). For more details, please review our Terms and Conditions.

Q> When setting up my Payment Method, where can I find my bank’s routing transit number and checking account number?
A> The routing transit number can be found on the lower left hand corner of your check. For checking, use the nine digit number between the two colons on the bottom of your check. For savings, obtain the nine digit number from your savings statement or call your bank. A sample check illustration is available when adding a new or changing an existing bank account on the Payment Method screen.

Q> Can I set up more than one bank account to use when making online payments?
A> Yes. Just click on Payment Methods to add new bank accounts or modify existing bank accounts.

Q> Do you accept credit card or debit card payments?
A> Yes, we do! Currently we accept online payments made with any card branded with a Visa or MasterCard logo, as well as e-check payments made with a valid checking or savings account on a US Bank.

General FAQ
Q> I didn't get my question answered. Help!
A> Contact Us for more information.