Accessibility
Lilypad is committed to making this website usable for everyone, including people with disabilities. If you need to pay a bill, report a claim, look up a policy, or find an agent, you should be able to do it here — with a keyboard, with a screen reader, or however you browse.
The standard we follow
We build and test this site against the W3C Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. These are the guidelines most widely used as the benchmark for web accessibility, and the ones U.S. federal guidance points to.
What we are doing
We test this site with automated tools and by hand across the tasks that matter most: making a payment, reporting a claim, looking up a policy, and finding an agent. When we find a problem we fix it and re-test to confirm the fix worked.
This is ongoing work rather than a one-time project. As we add pages and features, we test those too.
Where we know there is more to do
We are not claiming this site is perfect. Some areas are still being improved. Parts of the experience also run on systems we do not control — including the portals used for payments, policy management, and claims — so their accessibility is not ours to fix directly. If you hit a barrier in one of those, get in touch and we will help you finish what you came to do another way.
If you use a relay service
If you are deaf, hard of hearing, or do not use your voice to communicate, you can reach us through 711 or another relay service.
Tell us about a problem
If something here is hard or impossible to use, we want to hear about it. Tell us which page you were on and what happened, and we will look into it and follow up with you. You can call us, email us, or send a message from our Contact Us page.
We’re Here 24/7
Customer service is available 24 hours a day, 365 days a year.