Why Highway is the certificate holder
When a carrier lists Highway as Certificate Holder on its COI, Highway is notified when renewal policies are bound. Certificate Holders cannot alter coverages or make claims on policies.
You can help carriers keep their broker connections in good standing by reminding them to keep their insurance information current. Agencies do not always notify Highway of renewals, so carriers can also ask their agency to send updated COIs whenever policies change.
Certificate holder information
Ask the carrier’s insurance agency to list:
Highway App, Inc.
5931 Greenville Ave #5620
Dallas, TX 75206
Note: Some agency forms show "Highway." The carrier should ask the agency to use the full holder name and address above.
Agency submissions only
Highway accepts COIs only from insurance agencies—not directly from carriers, brokers, or insured parties.
Important: If a carrier sends a COI directly, their agency must reissue it to insurance@certs.highway.com.
Help the carrier request and submit a COI
Use these steps when a carrier needs Highway to gather an updated COI from their agency, is onboarding and needs insurance on file, or asks what their agency should send.
1. Guide the carrier through a self-service COI request
Ask the carrier to go to Equipment → Insurance.
Have them select Update Insurance.
Have them enter their insurance agency information.
Have them select Submit Request.
Tip: To expedite the update, the carrier can also ask their agency to email the COI directly with Highway listed as Certificate Holder.
2. Ask the carrier’s agency to email Highway
Email: insurance@certs.highway.com
Ask the carrier to have their agency include:
Highway App, Inc. as Certificate Holder at 5931 Greenville Ave #5620, Dallas, TX 75206
All required policy details: limits, coverage types, and effective dates
Full 17-digit VINs for Scheduled Auto policies
Reefer breakdown or trailer interchange limits and deductibles, if applicable
Note: A VIN schedule on a separate page in the same email is acceptable. For Scheduled Auto details, see Provide Scheduled Auto VINs on your COI.
Do not submit:
Policies marked TBA/TBD
Binders only
Expired policies
Packet insurance step
During onboarding, the carrier also enters agency contact information in Step 5 - Insurance.
Important: Remind the carrier not to put a website URL in the email field. A website in that field blocks Continue.
Help the carrier check COI status
Ask the carrier to log in to Highway for Carriers.
Have them open Equipment → Insurance tab.
Ask them to confirm the posted COI is their most recent policy version.
If the COI is not received yet
If the carrier’s COI is not on file yet, their agency may not have sent a complete COI to Highway, or the email may still be processing.
Ask the carrier to contact their insurance agent and request that the agent email the COI to insurance@certs.highway.com.
Confirm that the agency lists Highway App, Inc. as Certificate Holder with the correct address.
Confirm that the email includes the required policy details and Scheduled Auto VINs when applicable.
If the COI is still missing, ask the carrier to follow up with coiservice@highway.com. They should include the date and time the agent sent the email, or the email subject line.
Expiring or updated insurance
Highway proactively requests renewal COIs from the carrier’s agency. If the carrier has switched agencies, remind them to tell Highway. They may also ask their new agency to send an updated COI with Highway listed as Certificate Holder.
Important: If the carrier’s policy expires within 10 days, ask them to submit the renewal immediately to avoid broker rule failures.
Insurance rush request
To help expedite a carrier’s insurance update:
Ask the carrier to notify their agent that they need an updated COI with all VINs and coverage details.
Have them ask the agent to email insurance@certs.highway.com.
Confirm that the agency lists Highway App, Inc. as Certificate Holder with the correct address.
Ask the carrier to confirm with their agent that the email was sent, then allow processing time.
If they still need help, ask them to email coiservice@highway.com.
Tip: Encourage carriers to verify that the COI is complete before it is sent, act early on renewals, and ensure policy numbers and VINs match their registrations.
If the COI is not posting or updating
If a carrier’s COI is missing, rejected, or not updating, help them check these items in order:
Confirm that the agency emailed insurance@certs.highway.com, rather than relying only on a carrier-uploaded PDF.
Confirm that Highway App, Inc. is listed as Certificate Holder with the correct address.
Confirm that the policy is not expired, a binder only, or marked TBA/TBD.
For Scheduled Auto, confirm that full 17-digit VINs are included.
Confirm that the email field in the onboarding packet does not contain a website URL.
If the issue continues, direct the carrier to contact support using the options below.
Need assistance? Contact us.
COI support: coiservice@highway.com
Frequently asked questions
Can Highway change a carrier’s coverage or file a claim as Certificate Holder?
No. When Highway is listed as Certificate Holder on a carrier’s COI, Highway is notified when renewal policies are bound. Certificate Holders cannot alter coverages or make claims on policies.
What exact name and address should the carrier’s agency use for Highway?
The agency must list Highway App, Inc., 5931 Greenville Ave #5620, Dallas, TX 75206. If a form only shows "Highway," ask the agency to use the full legal name and address.
Can a carrier or broker upload the COI instead of sending it through the agency?
No. Highway accepts COIs only from insurance agencies—not directly from carriers, brokers, or insured parties. If a carrier or broker sends a COI directly, the carrier’s agency must reissue it to insurance@certs.highway.com.
Where should the carrier’s agency email the COI?
The carrier’s insurance agency should email the COI to insurance@certs.highway.com with Highway App, Inc. listed as Certificate Holder at the address in this article.
What should the agency include in the COI email?
Ask the carrier to have their agency include Highway App, Inc. as Certificate Holder, required policy details (limits, coverage types, and effective dates), full 17-digit VINs for Scheduled Auto policies, and reefer breakdown or trailer interchange limits and deductibles when applicable. Policies marked TBA/TBD, binders only, or expired policies should not be submitted.
How can a carrier check whether their most recent COI is on file?
Ask the carrier to log in to Highway for Carriers, open Equipment → Insurance, and confirm the posted COI is their most recent policy version. If it is missing, they should ask their agency to email insurance@certs.highway.com and follow up with coiservice@highway.com if needed.
What should a carrier do if their insurance expires within 10 days?
Ask the carrier to submit the renewal immediately to avoid broker rule failures. Their agency should email the updated COI to insurance@certs.highway.com with Highway listed as Certificate Holder. The carrier can also use the rush request steps in this article.
How can a broker help rush a carrier’s insurance update?
Ask the carrier to notify their agent that they need an updated COI with all VINs and coverage details, and to have the agent email insurance@certs.highway.com with Highway App, Inc. as Certificate Holder. Have the carrier confirm the email was sent, allow processing time, and contact coiservice@highway.com if they still need help.