Say's FAQ


Can I turn off autopay?

No, all Say customers are required to keep an autopay method on file. This feature means you don't have to worry about remembering to pay monthly. Also, it helps you to avoid pesky late fees!That being said, you can make one-time manual payments before your payment date whenever you want. If you need to make an early payment, you can pay the monthly amount through the payments page on your My Say account. If you can’t pay the full monthly amount, you can make an early partial payment by calling our Say Service Squad at 1-800-225-5729.

Can I change my autopay method online?

Yes, you can change your payment method at anytime online! Simply log into your My Say account and go to the payments section, where you can manage your autopay method.

I’m trying to update my autopay method. Why won't it save?

If you try to add a new autopay method and it doesn't work, it may be because the card you are adding is a payroll or prepaid card. At Say we accept debit cards, credit cards, and bank accounts as autopay methods, but not prepaid cards. So, how do you know if it's a prepaid card? A payroll or prepaid card is a card you or an employer may have loaded with money. Unlike a debit or credit card, a prepaid card isn't linked to a bank account. If this does not pertain to your debit or credit card and you believe the card should be working, call our Say Service Squad at 1-800-225-5729. We will help you to figure out what the problem might be. Even though payroll or prepaid cards can't be used for your autopay method, you're welcome to use them to make a payment before your autopay date.

Payment Date

Will my payment be withdrawn before the due date?

If your autopay method is a credit or debit card, we will not process the payment until your due date. It may show that it was withdrawn the day before on our website, but no need to fear, the amount won't be processed early.For bank accounts, we request funds a few days before your payment date so your bank can process it on your due date.

Can I move, postpone or schedule my payment date?

At this time, we don't offer payment date changes. When you purchase, the date you choose to start your policy on will become your autopay date moving forward. We know sometimes this date may not fit your financial schedule, so we always allow for you to make a manual payment before your scheduled payment date. You can pay the monthly amount due from the payments page of your My Say account at any time. If you need to make an early partial payment, you can do so by calling our Say Service Squad at 1-800-225-5729.


When will I get my refund, and how will I receive it?

Refunds can take up to two weeks. If your autopay method is a debit or credit card then your refund will be mailed to you. If you use a bank account as your autopay method, the refund will be deposited directly into that account. All that being said, if you have an upcoming payment scheduled, we will apply your refund to the following month's bill.

Missed Payments

Missed payments: What happens if my payment doesn't go through?

Bank Accounts: If one of your payments doesn’t go through, we will send you an email to let you know. If this happens, you will be charged a $20 late fee and after a grace period you could be canceled. Credit or Debit Cards: If one of your payments doesn’t go through, we will send you an email to let you know. You’ll have 24 hours to check your autopay method. Whenever you update your autopay method, or once 24 hours has passed, we will attempt to run the payment a second time. If that second attempt fails, you will be charged a $20 late fee. Two Failed Payments: If at first your payment does not go through, Say will attempt to contact you. However, if your payment ultimately fails and you are charged the $20 late fee, we consider this your first "failed payment." If you have two failed payments during one 6-month term, you will be asked to pay off the remainder of that term in addition to your late fees. Example: If you pay $100 a month and your first payment fails, you will owe $100 plus a $20 late fee, and could be at risk of being canceled. Imagine you pay the $120 to keep your policy active, but later your second monthly payment fails, you’ll now owe $520. This covers the $20 late fee plus the remainder of your 6-month term. After two failed payments, we require the full term to be paid to avoid cancellation.

Why do I have to pay the remainder of my term?

You will only be asked to pay the remainder of your term if you have two failed payments in the same 6-month term. See what happens if my payment doesn’t go through?

My payment didn’t go through, but I’m not sure why. What happened?

If you're sure your payment method is valid (no prepaid or payroll cards!), but charges are still not going through, then there is a chance that your bank is blocking the transaction. Unfortunately, Say can't do much to fix this issue. You’ll have to call your bank to see why they are blocking the charges.

Still have questions? Contact us.