How to File a Claim with Redpoint County Mutual Claims Department

Redpoint County Mutual Insurance Company is a Texas-based auto insurer that often operates as a “fronting” carrier. This means it underwrites insurance policies, while the servicing and claims handling are typically managed by partner agencies or third-party administrators.

If you need to send a letter of representation or a spoliation letter but do not yet have a claim number and only have a police report listing Redpoint County Mutual, you should direct your correspondence to Redpoint’s claims department. It is also important to understand how their claims process is administered.

Below is the most current contact information and related guidance:

Claims Department Fax and Email

For legal correspondence — such as attorney letters of representation or evidence preservation requests — you can contact Redpoint County Mutual’s claims department using the following:

Fax: (512) 708-9486
Email: info@redpointinsurance.com

Since you may not have a claim number, it is recommended to include a cover page or email subject line that references the insured’s name, date of loss, accident location, and any available police report number. Providing these details will help Redpoint or its third-party administrator locate the correct policy or claim.

Redpoint’s claims department can also be reached by phone at (737) 615-4700 (local) or toll-free at 1-833-919-4267. While these numbers can be useful for obtaining claim information, written legal notices are best sent via the fax or email listed above.

Claims Handling: Direct vs Third-Party Administrators

Redpoint County Mutual does not typically handle claims directly in-house. Instead, it partners with various managing general agents (MGAs) and third-party administrators (TPAs) to service its policies and handle claims on its behalf. In practice, this means your claim correspondence may ultimately be forwarded to — or handled by — another company responsible for administering the policy.

Key points to keep in mind:

• Redpoint is a Texas – only insurer that “relies on local agents” and program partners. It does not have a direct consumer website or an online claims portal. Policies are sold and managed through these partners, so claims are often handled by the partner company’s claims department rather than by Redpoint’s corporate office.
• Multiple administrators service Redpoint policies, depending on which agency or program issued the policy. Examples include:
  • Pronto Insurance (MGA) — Redpoint underwrites certain auto policies sold by Pronto Insurance. In these cases, Pronto’s claims department manages the claim. Notably, Pronto provides a dedicated contact email (pronto@redpointinsurance.com) specifically for Redpoint-underwritten policies.
  • Embark General — Following the 2020 liquidation of ACCC Insurance Co., Redpoint assumed many of those Texas policies. Embark General was appointed to administer these policies and handle related claims. Embark’s claims contact information (phone: 833-362-2751) applies to these policies.
  • Elephant Insurance — In Texas, Elephant Insurance auto policies are underwritten by Redpoint County Mutual because Elephant does not own a Texas-based carrier. However, Elephant’s own claims department handles these claims. Elephant makes it clear that Redpoint County Mutual is only the underwriter, not part of the Elephant corporate group. If the at-fault driver was insured by Elephant, claim correspondence should go directly to Elephant at claims@elephant.com.
  • Hartford / AARP Program — In Texas, Hartford’s AARP auto insurance program is underwritten by Redpoint in a fronting arrangement. However, Hartford manages the claims directly. Insurance cards in these cases may display Hartford’s contact information, even though Redpoint is the legal insurer.
• Bottom line — Redpoint serves as the licensed insurer, but the day-to-day handling of claims is usually performed by the partner company that sold the policy. Your letters of representation or spoliation will ultimately be routed to an adjuster with that partner or administrator. Redpoint’s central office will direct you accordingly once the correct administrator is identified.

How to Determine the Correct Claims Administrator

If Redpoint County Mutual is listed on the police report, but there is no clear indication of a specific insurance brand, you may need to do some investigating to determine which partner company is actually handling the claim.

Here are steps to help identify the correct claims administrator:

• Check any insurance information from the at-fault driver. If you have access to the insurance card or a declarations page (sometimes police reports include brief notes), look for clues such as a program name or MGA. Branding like Pronto Insurance, Elephant Insurance, Hartford/AARP, Lamar General Agency, or similar may indicate the appropriate claims handler. The presence of an agency name, logo, or a different company’s name on any documents is a strong sign that you should contact that company’s claims department first — even if Redpoint is listed as the underwriter.
• Call Redpoint’s main claims line. If you cannot determine the program based on available documents, call Redpoint’s toll-free claims number at 1-833-919-4267. Provide the insured’s name, date of accident, and any policy number or license plate number, if available. Redpoint — or its call center or TPA — can look up the policy and tell you which administrator or adjusting company is handling the claim. They may also provide you with specific contact information, such as a dedicated claims email or phone number for that administrator. For example, they might direct you to an Embark General adjuster, a Pronto claims office, or another partner depending on the policy.
• Use the Texas Department of Insurance (TDI) as a last resort. If you are unable to identify the servicing company through other means, you can contact the Texas Department of Insurance (TDI) for assistance. Redpoint is a Texas-regulated insurer, and TDI can confirm the policy’s servicing company or help provide contact information if you are unable to get answers elsewhere. TDI’s consumer helpline is 1-800-252-3439.

Important: Until you are certain which company is handling the claim, it is best practice to send your letter of representation or spoliation to Redpoint’s claims department (using the fax or email provided above). This places responsibility on Redpoint to forward the notice to the appropriate party.

Under Texas law, once Redpoint receives notice of a claim or representation, they are required to acknowledge it and begin processing — even if that means forwarding it to a partner company. Texas insurance regulations require insurers to provide written acknowledgment of a claim within 15 days of receiving notice. Therefore, notifying Redpoint directly (via fax or email) should trigger a response or direction to the correct contact.

How To Submit Legal Claim Letters  

When submitting a letter of representation or spoliation letter to an insurance company without a claim number, it’s important to be thorough and clear. The following practices will help ensure your correspondence is effective and properly directed:

• Include all identifying details. List the insured’s full name, policy number (if known), date and location of the accident, vehicle information, and the police report number. Clearly state that Redpoint County Mutual is listed as the insurer per the police report. Providing these details helps the insurer or administrator open a claim file and assign it to an adjuster.
• Clearly state your representation and requests. In your letter, formally announce that you represent the claimant or injured party. If you are sending a spoliation letter, specifically itemize the evidence that must be preserved, such as the insured vehicle, any onboard data recordings, or other physical evidence. Sending this letter via both fax and email provides a documented timestamp of your request.
• Use fax or email for speed and proof of delivery. Faxing your letter to (512) 708-9486 and emailing it to info@redpointinsurance.com provides written confirmation that the notice was sent and received. It is advisable to use both methods when possible. The fax confirmation page and sent email receipt serve as evidence that you notified the insurer. (It is worth noting that Redpoint’s online reviews suggest phone contact can sometimes be difficult, making written communication preferable for critical notices.)
• Follow up for a claim number and adjuster contact information. After sending your letter, follow up by calling Redpoint’s claims line a few days later to obtain a claim number and the adjuster’s direct contact information. Either Redpoint or its third-party administrator should assign an adjuster, who will likely contact you or acknowledge receipt of your letter. For example, one attorney reviewer noted that after emailing Redpoint with policy details, they were promptly directed to the correct department and received assistance. Be sure to obtain the adjuster’s direct phone number and email address for future communications.
• Be prepared for multiple administrators. If Redpoint informs you that a specific third-party administrator is handling the claim, it is good practice to resend your letter directly to that administrator as well (or cc: them). For instance:
  • If Redpoint advises that Embark General is handling the claim, you can email your correspondence directly to communications@embarkgeneral.com or request the adjuster’s direct contact information. Embark General typically handles claims for Redpoint policies assumed from ACCC Insurance Co.
  • If the policy is underwritten by Redpoint but administered by Elephant Insurance, you should send your correspondence to claims@elephant.com in addition to your initial notice to Redpoint.
    
    

Sources

• Redpoint County Mutual contact information (phone, fax)    
• Clearsurance overview of Redpoint (no consumer website; claims phone numbers)    
• Elephant Insurance note on Redpoint underwriting (TX policies)  
• ACCC/Redpoint receivership notice (Embark General administering Redpoint policies)    
• Pronto Insurance program contact (email and address for Redpoint policies)  
• BBB profile and reviews (Redpoint’s address, partner (Pronto) website, customer experiences)   
• Texas Dept. of Insurance consumer guidance (claim acknowledgment requirements)