How Do You Contact The General Customer Service?
Last Updated on February 5, 2026
If you need help with a policy, billing, a new quote, or a claim, it’s best to contact The General using the channel that matches your request. That helps you avoid long holds and makes it more likely you’ll reach the right team on the first try.
- Use the Right Line: New claims go to the 24/7 claims hotline; policy and billing questions go to customer service during posted hours.
- Expect Limited Hours for Claim Updates: Reporting a new claim is always available, but existing-claim status updates typically follow weekday business hours.
- Self-Service Can Be Faster: For payments, documents, and ID cards, The General’s online account tools can save you a call.
- Escalate the Smart Way: Keep notes, ask for written confirmation, and contact your state insurance department if you can’t get a fair resolution.
- Quick Ways to Contact The General
- Customer Service Hours
- Does The General Offer 24/7 Support?
- Best Ways to Reach the Right Department
- How to File a Claim With The General
- How to Get Roadside Assistance
- How to Get a Quote or Update a Policy
- How to Cancel The General Policy
- What to Do If You Can’t Resolve an Issue
- FAQs on Contacting The General Customer Service
Quick Ways to Contact The General
The General offers phone support, an online contact form, and self-service tools (like online bill pay and digital ID cards). Use the quick reference table below to choose the fastest option.
| Reason for Contact | Best Contact Method | When It’s Available |
|---|---|---|
| Report a New Auto Claim | 1-800-280-1466 (claims hotline) or start online | 24/7 for new claim reporting |
| Check an Existing Claim / Send Claim Documents | 1-800-280-1466, claims@thegeneral.com, or fax 1-833-464-9908 | Claim follow-up hours are limited (see below) |
| General Customer Service (Policy, Billing, Changes) | 1-844-328-0306 or 1-844-327-9870 | Mon–Sat (closed Sunday) |
| Roadside Assistance Dispatch | 1-844-608-4726 | 24/7 (if you have roadside assistance) |
| Online Form (General Questions) | Contact form (can also schedule a call or chat) | Online anytime; responses vary |
| Mail General Correspondence | 26 Century Blvd, South Tower 100, Nashville, TN 37214 | Allow mailing time |
| Mail Claim Documents | PO Box 8001, Stevens Point, WI 54481-9820 | Include your claim number |
| Report Suspected Fraud | 1-800-280-1466 (Ext. 1115) | Call to report |
Quick tip: Have your policy number, VIN, and the name of the underwriting company shown on your declarations page ready—especially if you’re calling about billing, changes, or a claim.
Customer Service Hours
For general customer service (policy questions, billing, and changes), The General lists the following phone hours (Central Time): Monday–Thursday 7 a.m.–9 p.m., Friday 7 a.m.–8 p.m., and Saturday 8 a.m.–4 p.m. The customer service line is closed on Sundays. Hours can change, so it’s smart to double-check the current schedule on The General’s Contact Us page before you call.
Does The General Offer 24/7 Support?
Yes—for certain urgent needs. The General’s claims hotline (1-800-280-1466) is available 24/7 to report a new claim. If you already have a claim, follow-up and status updates typically have limited hours (commonly Monday–Friday during normal business hours in your time zone).
Roadside assistance dispatch is also 24/7 at 1-844-608-4726 if you have roadside assistance on your plan.
Quick tip: Avoid sending sensitive personal information through a web form or unsecured email. If you need to share something sensitive, call first and ask the representative for the safest way to submit it.
Best Ways to Reach the Right Department
- Claims: Call 1-800-280-1466 or start online at the claims page.
- Policy and billing questions: Call 1-844-328-0306 (or 1-844-327-9870) during posted customer service hours.
- Self-service (often fastest): If you just need to pay a bill, view documents, or get an ID card, try The General’s online account tools (MyPolicy) first.
- Not sure which number to use? Use the Contact Us page form at thegeneral.com/about/contact/ to route your request.
How to File a Claim With The General
If you’ve been in an accident, prioritize safety first, then report the claim as soon as you reasonably can. If you want a walkthrough of what to document and how to avoid common claim mistakes, see InsurancePanda’s guide on the proper way to file an insurance claim after an accident.
To file a claim with The General, use one of the official claim channels below:
- Phone (24/7 new claim reporting): 1-800-280-1466
- Online: The General claims page
- Email (documents and follow-up): claims@thegeneral.com
- Fax: 1-833-464-9908
- Mail: PO Box 8001, Stevens Point, WI 54481-9820 (include your claim number)
How to Get Roadside Assistance
If you have roadside assistance and need help right now, call dispatch at 1-844-608-4726. Roadside assistance is typically an optional add-on and may be administered by a partner program, so benefits and limits can vary.
For a deeper breakdown of what roadside assistance usually covers, when it makes sense, and what to watch out for, see our guide on The General’s roadside assistance.
How to Get a Quote or Update a Policy
You can start a quote online or call customer service for help shopping or making updates. For context on what typically affects pricing (driving record, location, vehicle, limits, and more), read our overview of The General car insurance cost.
- Online quote: https://www.thegeneral.com/quote/
- Quote / service by phone: 1-844-327-9870 or 1-844-328-0306
How to Cancel The General Policy
Cancellation rules can vary by state and by underwriting company, and timing matters (for example, to avoid a lapse in coverage). Before you cancel, confirm your effective cancellation date in writing and ask how any refund or earned premium will be calculated. For details on potential fees and how cancellations typically work, see our guide to The General insurance cancellation fee.
What to Do If You Can’t Resolve an Issue
If you’ve tried customer service and you still can’t get a clear answer (especially for claims delays, denials, or billing disputes), document your contacts and escalate politely: ask for a supervisor, confirm next steps, and request written confirmation when possible.
If you believe your issue isn’t being handled fairly, you can also contact your state insurance department. The NAIC maintains a directory where consumers can find their state regulator and learn how to file a complaint: NAIC State Insurance Departments. Rules and consumer protections vary by state, so your state regulator is the best place for case-specific guidance.
Bottom line: call the claims line for emergencies and new claims, and use the customer service line during posted hours for policy questions, billing, and changes.
