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RLI is a strong supporter of the Agent/Customer relationship. When policyholders need to seek advice or ask questions, his or her local agent should be the first choice. RLI's customer service department is not equipped to answer policy or coverage questions and does not attempt to fill that role.

If a policyholder does call RLI directly they will be referred to the General Agent (which, in your case is Tuscano Agency). You client may not be aware of Tuscano's role in the placement of the policy so instead, the company has tried to give you the tools to meet the needs of your customer.

RLI has created an excellent website, the PUP Access System, to provide producers with instant access to policyholder information.

On PUP Access you can:

• Check the status of policy 
• Confirm that payment was received 
• Confirm that the insured returned their renewal questionnaire 
• Review the insured's answers to the renewal questionnaire. For example: "How did the insured answer question # (__) and is that why his/her premium went up?"
• Research why the insured got a nonrenewal notice 
• Obtain another copy of the insured's renewal questionnaire
• Provide access to RLI PUP Access to other staff members in your office 

All of these customer service inquiries can be done and more on RLI's PUP Access system. There is even more useful information at your fingertips online: the RLI Reference manual, FAQ document, and the RLI Systems manual.  

If your Policyholder would like to make a credit card or ACH payment over the phone, they can call 1-866-302-7925. Please note this number if for payments by policyholders only.

Finally, if you would like a user login for RLI's PUP Access system,  you can request a login here.