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Frequently Asked Questions

Register

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Have immediate access to the policy used for registration, add all your contracts and policies, consult, and manage them from our Insured Portal. Report claims, keep track of invoices, and pay. Generate documents like a Payment Letter for your bank, Coverage Certificates for Property and Casualty, and various Coverage Certifications from your health plan.

You may also update your contact information; address, telephone, and email. Change the postal address for each of your policies individually. Authorize additional users so they can also have access to manage the contracts. You can get the digital image of your health plan card and request a card duplicate.

Register through our mobile app MIS SEGUROS or our webpage www.mapfre.pr in our Insured Portal and Customers Zone.

Select a link to download:

Download the Android version here.

Download the iOS version here.

Register through our webpage www.mapfre.pr from your PC, tablet or cell phone by clicking here.

If you have any difficulties registering or logging in as an existing user you may reach MAPFRE Contact Center at 787-250-5214 (metro area), 1-888-835-3634 (toll free) or 1-866-616-4947 (USVI), 24 hours, 7 days a week and a Service Representative will assist you.

Health

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Request Coverage Certifications including Maternity, Student, and Accreditable Coverage Certification and you will automatically receive the document via email or fax, according to the method you select. Request the card duplicate for you and any of your dependents.  Consult preventive services and validate eligibility, confirming if an insured is active. Request maintenance prescriptions online to get them by mail.  Generate your Vaccines Coverage Certification and get the digital image of your health plan card. Register on our Insured Portal and everything will be easier for you where you can generate the documents. Under View my Policies you can check the contracts active period, request to add or eliminate dependents, request to change your information, and obtain request forms.  Your dependents may register and have access to their information and card.

Get the request forms you need to fill. They include instructions on how to complete and file your claim in order to guarantee their seamless transmittal.  

These transactions are subject to the underwriting guidelines on the policy.

Order prescriptions by mail                               –       Complete the request form and send to:
                                                                                         MedVantx, Inc.
                                                                                         PO BOX 5736
                                                                                         Sioux Falls, SD 57117
    
Prescriptions Reimbursment                                –    Complete the request form and send to:
                                                                                         MAPFRE LIFE INSURANCE COMPANY OF PUERTO RICO
                                                                                         PO BOX 70297
                                                                                         SAN JUAN, PR 00936 -8297

Medical and Dental Services Reimbursement      –    Complete the request form and send to:
                                                                                          MAPFRE LIFE INSURANCE COMPANY OF PUERTO RICO
                                                                                          PO BOX 70297
                                                                                          SAN JUAN, PR 00936 -8297

  Pre-Authorization of Services                              –    Complete the request form and send via any of these options:
                                                                                          oam@mapfrepr.com
                                                                                          via fax 787-772-8476, 787-772-8503

Authorization to Disclose Protected Health Information    –        Complete the request form and send to:
                                                                                                                 hipaa@mapfrepr.com

These transactions are subject to the underwriting guidelines and coverage on the policy. They should be submitted through your plan administrator.

Continuance of Handicapped Child Coverage     –    The completed form can be send via any of these options:
                                                                                           faxsuscripciones@mapfrepr.com
                                                                                           via fax 787-772-8448
                                                                                           MAPFRE LIFE INSURANCE COMPANY OF PUERTO RICO
                                                                                           PO BOX 70297
                                                                                           SAN JUAN, PR 00936 -8297

Employee Transaction                                        –    The completed form can be send via any of these options:
                                                                                      faxsuscripciones@mapfrepr.com
                                                                                      via fax 787-772-8448
                                                                                      MAPFRE LIFE INSURANCE COMPANY OF PUERTO RICO
                                                                                      PO BOX 70297
                                                                                      SAN JUAN, PR 00936 -8297

For MAPFRE Health Self-Service Options click here.

MAPFRE Contact Center is available 24 hours a day, 7 days a week. You can reach us at 787-622-7780 (metro area), 1-888-981-3271 (toll free), and 1-866-616-4947 (USVI). Our office hours are Monday through Friday 8:15 am to 4:45 pm.

The information is available online through our mobile app MIS SEGUROS and our webpage www.mapfre.pr under Medical Providers Network. Search by name, specialty and/or city. The result includes names, physical addresses, and telephones.  Click on “Maps”” and you will get the exact location of the selected facility or provider. You can also call MAPFRE Contact Center at 787-622-7780 (metro area), 1-888-6164947 (toll free), and 1-866-616-4947 (USVI).

For a health care provider or facility on our network click here.

Visiting a participating provider will keep you expenses at a minimum, you will incur in deductibles, co-payments, co-insurance and/or services not covered by your plan. You are responsible for the full cost of any care you receive out of network at the time of service. You may file a reimbursement claim according to the terms of your plan.

The underwriting rules establish dependents can only be added during renewal period with evidence establishing your relationship to them. You have thirty (30) days after a qualified life event (childbirth, marriage, among others) to apply for enrollment changes.  Please refer to you benefits certificate for your dependents’ eligibility. You may be required to submit your request through your group plan administrator. Dependents can be removed at any time.

If you received care from a medical provider that is not part of the network of preferred or PPO MAPFRE Health providers for services under your plan you must thoroughly complete a claim form for Medical and Dental Services Reimbursement available through our webpage and mobile app MIS SEGUROS. Print, complete the form, and mail it to PO Box 70297 San Juan, PR 00936-8297or turn it in personally at our main offices or branches within 12 months after receipt of services. You must attach original receipts for services rendered.

Click here to download the reimbursement form.

If your claim is complete, form thoroughly filled and receipt (s) attached, it will be processed as soon as possible and no later than 30 calendar days after submission. MAPFRE will issue an Explanation of Benefits detailing the determination and will mail it to the address specified to MAPFRE by the policyholder during enrollment and/or subsequent official changes. If you do not receive your Explanation of Benefits within the above mentioned period of time, you can call MAPFRE Contact Center at 787-622-7780 (metro area), 1-888-981-3271 (toll free), or 1-866-616-4947 (USVI) and a Service Representative will assist you.

Refer to your Summary or Certificate of Benefits, if you still do not find the answer call MAPFRE Contact Center at 787-622-7780 (metro area), 1-888-981-3271 (toll free), and 1-866-616-4947 (USVI) and a Service Representative will assist you.

Your Summary or Certificate of Benefits identifies specific services that are subject to pre-authorization under your plan. If required for a service, you or the service provider must request the authorization from MAPFRE 7 days prior to the date set for the service by completing the form and submitting it to oam@mapfrepr.com. Not pre-authorizing services may result in a reduction of your benefits.  

Click here to download the form from our webpage. You can also do it through our mobile app MIS SEGUROS selecting Self Service Options, Request Forms.

For more information, please call MAPFRE Contact Center at 787-622-7780(metro area), 1-888-981-3271 (toll free), or 1-866-616-4947 (USVI).

There are several options:

  • Have immediate access and even be able to share the digital image of your Insurance card by using our mobile app MIS SEGUROS
  • To download Android version click here
  • To download iOS version click here
  • Request a Card Duplicate on line on our webpage on this link here
  • Obtain your Letter of Coverage on our webpage selecting the following link Coverage Certificate 
  • Call MAPFRE Contact Center at 787-622-7780 (metro area), 1-888-981-3271 (toll free), and 1-866-616-4947 (USVI) and use the interactive options for duplicate of card or coverage certificate. 
  • Talk to a Service Representative at MAPFRE Contact Center.

Please be aware that you will need to have your contract number or social security number and date of birth readily available.

Once you make your request you should receive your card in approximately 10 days. Ask your Plan Administrator to find out the way card duplicate delivery was previously coordinated for the group, through them or directly to your mail address.

The Certification of Coverage will be sent at the moment via email or fax, according to the method you select. Your Plan Administrator will get also get a copy.

Life and Disability

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You can buy MAPFRE PROTECTOR, insurance  for cancer and 28 additional diseases (Pernicious Diseases), and even add benefits by endorsements  completely online here.  Call MAPFRE Contact Center at 787-753-6161 Monday through Friday from 8:15 am until 4:45 pm, visit any of our branch offices or consult your authorized representative or producer.

You must complete a claim form and follow the instructions on it for the evidence and documents to be included in order to file a claim and guarantee a seamless transmittal of your request.  

These transactions are subject to underwriting rules and terms on your policy.

This is what you need to file your claim (additional documents may be required).

Group or School and Activities Accident

  • Group or School and Activities Accident Claim Form
  • Part of the request form should be completed by the school or group, they provide the form
  • Evidence of medical treatment received within 48 hours of the accident
  • Receipts of incurred medical expenses
  • Please read the claim protocol on the back of the request form

For more information contact us at reclamacionesvida@mapfre.pr or 787-753-6161 Monday through Friday from 8:15 am until 4:45 pm and a Service Representative will assist you.

You must complete a claim form and follow the instructions on it for the evidence and documents to be included in order to file a claim and guarantee a seamless transmittal of your request.  

These transactions are subject to underwriting rules and terms on your policy.

This is what you need to file your claim (additional documents may be required).

Individual Life

Claimant’s Statement Form

  • Death Certificate indicating cause of death
  • If it was an accidental cause you should  include:
    • Police Report
    • Forensic Report
  • Photo ID of the relatives
  • Original Policy

For more information contact us at reclamacionesvida@mapfre.pr or 787-753-6161 Monday through Friday from 8:15 am until 4:45 pm and a Service Representative will assist you.

You must complete a claim form and follow the instructions on it for the evidence and documents to be included in order to file a claim and guarantee a seamless transmittal of your request.  

These transactions are subject to underwriting rules and terms on your policy.

This is what you need to file your claim (additional documents may be required).

Cáncer     

Verify your policy title to identify the corresponding claim form

  • MAPFRE PROTECTOR  - Claim Form for Cancer and Harmful Diseases, Additional Endorsement and Critical Illnesses
  • Cáncer 2002 –Claim Form for Cancer and Harmful Diseases
  • Pathology
    Verify the corresponding Checklist for all the documents required with your claim form:
    • MAPFRE PROTECTOR -  Claim Checklist for Cancer and Harmful Diseases Insurance MAPFRE PROTECTOR
    • Cáncer 2002 – Claim Checklist for Cancer and Harmful Diseases Insurance

MAPFRE LIFE reserves the right to request additional documents if necessary for the evaluation of the claim.

Additional Endorsements to a Cancer and Harmful Diseases Policy

  • Use Claim Checklist for Cancer and Harmful Diseases Insurance  Endorsements
For more information contact us at reclamacionesvida@mapfre.pr or 787-753-6161 Monday through Friday from 8:15 am until 4:45 pm and a Service Representative will assist you.

You must complete a claim form and follow the instructions on it for the evidence and documents to be included in order to file a claim and guarantee a seamless transmittal of your request.  

These transactions are subject to underwriting rules and terms on your policy.

This is what you need to file your claim (additional documents may be required).

Credit Unemployment

Credit Unemployment Claim Form (3 sections) to be filled by claimant, employer and financial institution, then returned to your financial institution or filed by you.

  • Letter of dismissal
  • Copy of job search registry
  • Copy of the checks from Unemployment Office as unemployed
  • The information is required monthly for every month you have been continuously unemployed
  • Copy of the Involuntary Unemployment Insurance Certification
  • Employer Certification including the date of first notice of termination
Endorsement for Total Physical Disability 

Total Physical Disability Endorsement Claim Form

  • Part of the document must be completed by your employer
  • Part of the document must be completed by an authorized physician, psychologist or chiropractor
Credit Disability


Credit Disability Claim Form (2 sections) to be completed by claimant and physician

  • Copy of all tests and labs results
  • Copy of the test or lab with which the doctor determined the disability

SINOT Disability

SINOT Claim Request Form

  • Does not required additional documents
  • Part of the document must be completed by the employer
  • Part of the document must be completed by an authorized physician, psychologist or chiropractor

For more information contact us at reclamacionesvida@mapfre.pr or 787-753-6161 Monday through Friday from 8:15 am until 4:45 pm and a Service Representative will assist you.

Send the corresponding documents, as explained on the previous question. Remember to include your name, last name, phone number, email and address and sent it via any of these methods:

Email:                                reclamacionesvida@mapfrepr.com
Mail address:                   MAPFRE LIFE – Reclamaciones
                                           PO Box 70297
                                           San Juan, PR  00936-8297
Fax:                                   (939) 205-5772
In person:                        At any of our branches or main office

For more information contact us at reclamacionesvida@mapfre.pr or 787-753-6161 Monday through Friday from 8:15 am until 4:45 pm and a Service Representative will assist you.

Property and Contingency

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MAPFRE Contact Center is available 24 hours a day, 7 days a week. You can reach us at 787-250-5214 (metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) or email us MAPFRE_INFO_GENERAL@mapfrepr.com.

Our main office and branches` hours are Monday through Friday from 8:15 am until 4:45 pm, call us at 787-250-6500 or visit us.

For branches locations click here.

You may go through the rest of our Frequently Asked Questions and our webpage for information on products and services offered for you and your business. To buy an insurance policy you may quote through our self-service options here, call our or visit our nearest branch office, call Televentas at 787-250-5215, or contact your authorized representative or producer.

Obtain a claim number when reporting a loss to a Compulsory Liability Insurance, Private Auto, Commercial Auto, Multiplan and Dwelling policies. You may also notify losses of other business lines under the Other Products icon. You will receive a confirmation number and a Service Representative will contact and provide you with a claim number.

Click on the following link to report a claim: claim

Quote these products online, here is the information you need you to provide:
  • Private Auto, Liability, Road Assistance, and Extended Warranty – vehicle’s make, model, and year. For extended warranties, mileage and date of original registration on the vehicle’s license.
  • Segurviaje (travel)– Departure and return travel dates, name and date of birth of passengers.
  • Dwelling – Physical address of the property, construction type, occupancy and property value.

Get a quote here, call the nearest branch office or call Televentas at 787-250-5215.

Request the changes calling MAPFRE Contact Center at 787-250-5214 (metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) or via fax at 787-772-8409. You may visit one of our branch offices located throughout the island. You can also do it through your authorized representative, producer or general agency. For the change to be effective you must receive a confirmation from MAPFRE to your postal address or via email.  If the change leads to additional premium it must be paid to enter into force.

Once you become a registered customer on our Insured Portal through our mobile app MIS SEGUROS or our webpage www.mapfre.pr you may automatically change your mailing address, mobile phone number and email on your user account.

Each of your policies has a registered address for all communications, policy copy, renewals, notifications, invoices, etc. If you want to check the address on any of your policies you must select each one individually under View my Policies, Active Contracts. Once a policy is selected you are able to see the current address. Go to Online Services and Change Postal Address. Enter the new address and confirm. Form that moment on all written communication for the policy will be sent to the new address.

You may also call MAPFRE Contact Center at 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) and a Service Representative will assist you.

Register on our insured Portal through our mobile app MIS SEGUROS or webpage www.mapfre.pr  and you can check your policies insured risks, coverages and limits.  For a copy call MAPFRE Contact Center 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI), via fax at 787-772-8409, visit one of our offices conveniently located around the island or directly with your authorized representative, producer, or general agency.

Register on our Insured Portal through our mobile app MIS SEGUROS or webpage www.mapfre.pr  and you will have immediate access to your policy’s information, effectiveness, endorsements, claims, etc. You may call MAPFRE Contact Center at 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) 24 hours, 7 days a week and a Service Representative will assist you.

MAPFRE will mail the voucher 60 prior to the expiration date of your vehicle registration permit if your policy has been paid in full and you could also find it on the Documents section of your policy on the Insured Portal. If you didn’t get yours, please call MAPFRE Contact Center at 787-250-5214 (metro area), 1-888-835-3634 (toll free), 24 hours, 7days a week or visit one our branches to request it.

Our branch offices are conveniently located throughout the Island, click here to find the nearest branch.

If you didn’t use the voucher for the renewal of your vehicle's permit, you can request reimbursement sending a copy of the vehicles registration license marked as paid along with the Compulsory Liability Insurance Selection Form, your policy number, phone and mailing address via fax at 787-772-8409, mail to PO Box 70333, San Juan, PR, 00936-8333 or visiting one of our branches conveniently located throughout the Island.

Claims

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  • Email (to file online) 
  • Policy Number
  • Vehicle Plate Number and zip code (if you do not have the policy number)
  • Complaint number (indispensable requisite for Compulsory Liability Insurance claims)
  • General information of the accident (date, time, location, and brief description)
  • Name and telephone of the policyholder

The following documents must be provided for the analysis and evaluation of the claim:

  • Vehicle’s registration (license)
  • Valid driver’s license
  • Friendly Accident Report(for Compulsory Liability Insurance)

Additional documents or may be required:

  • Police Report
  • Claimant’s vehicle permit evidence of payment (Compulsory Liability Insurance)
  • Other

Select the following link to report claim.

  • Refer to information and documents needed to report a claim
  • Complete the blanks and click on “Someter”
  • The system will return a claim number
  • You will be able to set the appointment for inspection of the damaged vehicle online at your convenience
Select the following link to report claim.
You can do this through our mobile app MIS SEGUROS, calling our Contact Center at 787-250-5214 (metro area), 1-888-835-3634 (toll free), 1-866-616-4947 (USVI) through your authorized representative, producer or general agency.

It is convenient to schedule an appointment online for the appraisal of your vehicles damages on one of our branch office since we will be able to reduce your wait. You will need your claim number. You may also do it by phone with MAPFRE Contact Center at 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI), 24 hours a day, 7 days a week.

Click on the following link to schedule your appointment Sistema de Citas.

In order to schedule an appointment you must have reported your loss and have a file claim number.

MAPFRE has a network of repair shops located throughout the Island.  In the metro area is MAPFRE’S own MULTISERVICAR Collision Repair Center. Call 787-710-2180. Click on the following link to see all the repair shops on our network: here

Our insureds can benefit from the services rendered by our certified residential and commercial construction providers. They are able to respond after an event of a covered loss. Their work is guaranteed for one year and they inspect the structure and recommend according to the condition of the properties when they visit.

In case of an emergency our providers can do water cleanup and damage repair, soot and smoke cleaning, disinfection and deodorization, restoration, and rebuilding. Additional services like plumbing, cabinetry and electricity, contents cleaning and air conditioning are also available.

Ask our MAPFRE Contact Center Service Representative or your claims adjuster about the program.

Payments

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  • Pay your policies online by clicking on the following link Pay
  • Use our interactive option when you call our Contact Center at 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) available 24 hours a day 7 days a week
  • Ask for a Service Representative
  • Visit one of our branches throughout the Island

The following payment methods are accepted: direct debit from a savings and checking account, credit cards (VISA/MASTERCARD/AMEX), checks, ATM and cash (on our branches).

There are three payment options when you purchase a policy:

  • Pay your policy in full in a single payment
  • Finance your policy premium entering a contract with MAPFRE Finance and have 9 payment terms

This option requires and upfront payment amount equivalent to 30% of the policy cost. For more information please call MAPFRE Contact Center at 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) or talk to your authorized representative, producer or nearest branch office. Some restrictions and charges apply.

  • Use deferred payment and pay your policy in 4 payment terms

The cost of your policy must exceed $200. For additional information call our Contact Center at 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) or talk to your authorized representative, producer or nearest branch office. Some restrictions and charges may apply.

Call MAPFRE Contact Center at 787-250-5214(metro area), 1-888-835-3634 (toll free), and 1-866-616-4947 (USVI) and request a Service Representative, he/she will be able to take your payment, mail a check or money order to PO Box 70333, San Juan, PR 00936-8333 or pay at any of our branches offices .  

Click on the following link for more questions and answers about MAPFRE FINANCE.
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