Chubb

(2020-04-30)

NOTE: This is the cover page and Table of contents to a 9-page document that is available here and should be viewed in its entirety]

Guidance for Producers on Billing & Collections Related to COVID

Below are the major themes and questions about billing and collections that we have received from our distribution partners as we’ve navigated together through the COVID-19 pandemic. We have worked, and will continue to work, to provide you with such guidance to address your questions and our mutual Clients’ concerns.

We plan on updating this document to address any additional concerns raised in the marketplace. Please contact your local Chubb representative to discuss any items that are not covered below.

Table of Contents
1. Commercial Lines Voluntary 60-day Cancellation Hold
2. Personal Lines Response to COVID-19
3. Producer Agreements / Payment Obligations
4. Commercial Collections Post Cancellation Hold
5. Commercial Cancellations in Process Prior to
Cancellation Hold
6. Premium Finance Companies Cancellation
Requests
7. New York State Mandate on Installment
Accommodations
8. New Jersey Mandate on Billing and Installment
Accommodations
9. Small Business Support
10. Personal Lines Auto Support
11. Post Moratorium Installment Billing
12. Commission Payments for Installments
13. Post Moratorium Cancellations and Earned
Premium Calculation
14. Electronic Distribution of Agency Statements

(2020-04-16)

As the COVID-19 pandemic disrupts day-to-day operations and planning of middle market companies across the country, Chubb is committed to providing you with research and business insights that help your clients run their business with confidence.
Below you’ll find resources to share with clients to help them develop both short- and long-term plans. To realize the greatest benefit from these resources, we recommend you:

• Identify clients for whom the information may be valuable
• Forward them the links while calling attention to items of interest
• Follow up in a week to see if they have any questions

During these unsettling times, we want to reinforce our commitment to you and our mutual clients. While most Chubb colleagues are now working from home, rest assured we remain available to provide the same level of service you have come to expect.


Reduced occupancy and premises shutdown
Vacant or sparsely occupied properties can present unique risks. From potential for pipes to freeze to hazards for individuals who visit the property, this can result in increased frequency or severity of loss. When managing an unattended building, use these tips to help mitigate risk exposures.
View the tips>

Checklist for shutdowns
The following checklist can help prepare a facility for a complete shutdown by mitigating risk exposures to a vacant building, while preparing the facility for a safe start up in the future.
View the checklist >

Coming out of shutdown
Being temporarily shutdown from operations and restarting can be challenging and pose dangerous risks if not planned and well managed. The following document can help prepare a facility to plan and execute a safe turnaround.
Learn more >

Risk engineering services are now offered virtually
Read about the new methods risk engineering is utilizing to engage and assess risk for clients.
Read more >

Access these and other resources at our COVID-19 resource center.

(2020-04-15)

To our Agent and Broker Partners:

We hope this note finds you all healthy, safe and strong. We wanted to provide our partners with a “one month in” update on the state of Chubb and the actions we have taken since the outset of the COVID-19 pandemic.

Since the initial days of this event, we have been carefully analyzing all aspects of our business and how to best adjust our operations to better support you and our mutual clients, our employees and communities in this rapidly changing environment.

Below is a summary of several areas where we’ve taken action over the last month:

For Our Mutual Clients:

• We’ve temporarily suspended policy cancellations for commercial clients who cannot pay their premiums on time due to events related to the pandemic.
• Likewise, for our personal lines customers, we’ve instituted flexible premium payment options and a renewal credit averaging $110 per vehicle to reflect the reduction in their driving habits.
• Provisions for additional living expenses have been temporarily extended for those clients in the midst of homeowner claims where repairs have been delayed due to the pandemic.
• Earlier this week, we announced automatic exposure reductions to help support our retail U.S. small business clients when they need it the most.
• To assist our middle market and large account clients, our teams have detailed guidelines in place for how to address changes in exposures due to this event.
• We’re proud to take a lead role insuring nearly 100 businesses who have quickly retooled their operations to assist in pandemic response efforts.
• We quickly instituted virtual risk inspections to facilitate the critical insurance protection clients require while being mindful of safety and social distancing requirements.
• Several resources for managing risks in this environment are also available – from cyber risks while working from home to guidance on safely shutting down construction projects and managing vacant properties and vacation homes.
• Our claims team remains fully staffed, and dedicated representatives are available 24/7 to handle incoming calls and customer inquiries. The average time to speak with a Chubb representative is 7 seconds.
• Claim adjusters are doing business virtually as well and have conducted hundreds of virtual inspections.

For Agents:

• We recognize the critical role independent agents and brokers play in advising clients, especially during times like these.
• We have one of the broadest and most flexible agency agreements, including provisions regarding credit management.
• Of course, our annual agent compensation plans incorporated assumptions and economic conditions very different than what we see today. In light of the potential cash flow disruption some agents may experience, we are reviewing these plans along with your feedback to make appropriate adjustments as needed. We will update you as soon as this work is finalized.
• Chubb’s extensive professional development and continuing education programs spanning many product areas are now being delivered virtually and have been updated to include content specifically addressing the current environment.

For Employees:

• Our own Chubb colleagues can serve clients, agents and brokers assured in the knowledge that Chubb will not conduct any layoffs while in the midst of the pandemic.
• We have also introduced a series of resources and learning sessions with behavioral health experts to support employees’ well-being during this time.

For Our Communities:

• Our commitment to fighting COVID-19 spans the globe and began at the earliest days of the outbreak.
• In January, Chubb committed pro-bono clinical trial insurance coverage to support Chinese firms developing a vaccine.
• More recently, we pledged $10M to pandemic relief efforts around the world.
• Here in North America, Chubb has donated nearly 100,000 masks to support healthcare workers in New York City and Toronto.
• And earlier this week, we announced Chubb’s commitment to purchase $1M in gift cards from small business clients, which will be donated to healthcare workers and other first responders on the front lines of the pandemic in the communities they serve.

Your local Chubb representative has the latest information on these rapidly changing developments. We’ve also created a resource center on chubb.com that’s continually updated with new information. Stay tuned for additional updates and announcements.

To those of us who work in our industry every day, it came as no surprise that insurance was designated an “essential” industry during this crisis. At Chubb, we are proud of this designation and we take it very seriously.

Thank you for the trust and confidence you place in our team.

(2020-04-07)

(2020-04-06)
(relevant info from links from their bulletin)

During these unsettling times, we want to reinforce our commitment to our clients and underscore the importance of our agent and broker communities. While most Chubb colleagues are working from home, rest assured we remain available and will strive to provide the same level of service you have come to expect. To that end, we’ve developed a dedicated COVID-19 resource center for you and your clients. 

Visit the center

Businesses
Below is a sampling of helpful risk management resources and best practices. Resources are available for clients, agents and brokers through Chubb's Risk Engineering team as well as our health, safety and environmental services offered by Chubb Global Risk Advisors.

Risk Management Resources for Businesses During COVID-19:

Ergonomic Resources
With the current workforce spending more time working remotely, Chubb has resources that may help your workers’ productivity and personal comfort during this time.

 - Telecommuting Ergonomics Toolkit
 - Work at Home Ergonomic Assessment 

Business Continuity Planning
Business continuity planning is a cycle. It requires continual reviews, updates, and adjustments based on changes to your business operations.

 - Business Continuity To the Point 
 - Business Continuity Planning Guide

Crisis Management
Crisis management is a dynamic process. Crisis management plans should be regularly reviewed and updated to reflect potential threats, revised authorities and accountabilities, changing resource demands, and stakeholder profiles. Learn more.

Property & Construction Management
Construction projects that need to be suspended for a prolonged period of time can create property damage exposure and pose a hazard to the public. In the event you close a construction site, we recommend you consider the following information in developing a plan specific to your circumstances. Access the Construction Project Shutdown Plan.

Ten Tips To Stay Cyber-Safe When Working Remotely
Whether for work or personal use, our reliance on technology has never been higher. As this reliance grows, so do the associated cyber risks. And when more people are working or studying from home, the potential for a cyber incident increases in different ways. Learn more.

Health Safety And Environmental Resources

• Protecting Workers.
  While there is no specific Occupational Safety and Health Administration (OSHA) standard covering COVID-19, some OSHA requirements may apply to prevent occupational exposure to COVID-19. Measures for protecting workers from exposure to, and infection with, the novel coronavirus, COVID-19, depend on the type of work being performed and the exposure risk, including potential for interaction with infectious people and contamination of the work environment. Our team can help you assess the exposure and compliance with the relevant OSHA standards.
  
  
• OSHA Recordkeeping Oversight.
  While OSHA Standard CFR 1904.5(b)(2)(viii) exempts recoding of the common cold and flu, it does not exempt COVID-19. Chubb Global Risk Advisors is tracking all alleged COVID-19 claims and carefully evaluating each claim on its merits. Claims where the infection is deemed to be work-related, as well as any work-related COVID-19 death or hospitalization must be reported to OSHA or an applicable state agency. Our experts can evaluate OSHA Logs and assess entries, work with adjusters / risk management team to resolve issues, calculate the specific lost time and restricted duty days, and update your OSHA Log as claims progress.
  
  
• Environmental Decontamination.
  Environmental Decontamination Employers should evaluate whether work areas occupied by people suspected or known to have contracted the virus may have been contaminated, and thus should be decontaminated. Our team can assist with managing both the assessment and decontamination work, including helping to ensure worker safety during this process.
  
  
• Business Continuity Planning/Mitigating the Impact of Business Interruption. 
  Concern about the impact of COVID-19 on the global economy and supply chains is leading some companies to re-evaluate their business continuity plans. CGRA’s team of business continuity specialists is available to help you assess your organization’s exposures and ability to mitigate the impact of a disruptive event through business continuity planning. Our services include plan design, plan testing, and plan evaluation.
  
  Chubb Global Risk Advisors - Additional Information and Resources. For additional information or to speak to one or our team about your specific needs, please contact: globalriskadvisors@chubb.com or 866-357-3797 (toll-free).

(2020-03-27)
Agency Account Bill Position

Chubb understands that many of our policyholders have been severely impacted by the events surrounding the novel coronavirus, and we are committed to working with them to make accommodations based on their specific situations. Our number one priority is to help our clients minimize any disruption. During these uncertain times, we will be looking for ways to accommodate our insureds in alignment with guidance provided by state regulators.

For our commercial clients, Chubb will commence a voluntary 60-day hold on cancellation and nonrenewal notices for all of its US and Canada insureds that advise they cannot pay their premiums due to events related to coronavirus except where a longer period may be required by regulatory order. We will continue to bill premiums but will not cancel for non-payment and no late fees will be assessed during this hold. The hold will commence on March 23, 2020. Commercial insureds may contact us directly or reach out to their brokers and agents to let us know that they will be requesting this accommodation.

In all cases, we will make sure that, in compliance with all applicable regulatory guidance, we are providing accommodations to our insureds where we are required to do so.

Chubb believes insurance companies, agents and brokers are needed more than ever, and we remain available to provide the same level of service and care our clients and partners have come to expect.

(Source: Email from Bryce Graham on 3/26/2020)

 (2020-03-23)

Chubb PRS: Important Message Regarding Billing

 Chubb understands that many of our policyholders have been severely impacted by the events surrounding the novel Coronavirus, and we are committed to working with them to make accommodations based on their specific situations. Our number one priority is to help our clients to minimize any disruption, where we can. During these uncertain times, we will be looking for ways to accommodate our insureds and align with guidance provided by state regulators.

For our Chubb Personal Risk Services clients, we will continue our history of working with clients when they encounter a situation which impacts their ability to pay their premium. For our US clients who cannot pay their premiums on time due to events related to Coronavirus, we will work with them. Any agent or client who would like to discuss the extension of a payment due date should contact our Customer Care Team at 866-324-8222, or customercare@chubb.com. We will review each request individually and follow up as quickly as possible.

In all cases, we will make sure that, in compliance with all applicable regulatory guidance, we are providing accommodations to our insureds where we are required to do so - this includes longer moratoriums on cancellations where specifically required.

Chubb believes insurance companies, agents, and brokers are needed more than ever, and we remain available to provide the same level of service and care our clients and partners have come to expect.

(2020-03-16)

During these unsettling times, we want to reinforce our commitment to working with you to continue meeting your clients’ needs. Carriers and their agents and brokers are needed more than ever, and we assure you that Chubb is well-positioned to continue delivering services and products no matter where you may be working — in the office or remote, as our underwriters, claims and service teams will be doing the same and ensuring lines of communication remain open.

Chubb is closely monitoring the spread of the COVID-19 coronavirus and continually reviewing guidance issued by government health authorities, including the Centers for Disease Control, the World Health Organization and local health authorities. We seek to minimize any disruption to our clients, agents, and brokers, while ensuring the safety of our employees.

Reporting Claims
You and your clients can continue to report claims through available digital channels and over the phone. We have dedicated representatives available 24/7. You can view claim reporting options here.

Chubb's Claims Service Centers are staffed to handle incoming calls and customer inquiries. Adjusters are continuing to provide timely customer response including conducting inspections with safe practices. As updates are provided we constantly educate our teams on best practices recommended by Governmental Health Authorities. We also continue to work with our preferred service providers to deliver the best possible response to your clients.

Submitting Business & Servicing Your Accounts

Included below are quick links to our primary agent and client platforms, which make it easier to service your accounts, do business with us, and access the broadest product set and distribution network in the business.

@chubb: Secure gateway into Chubb to access Commercial and Personal policies, billing, loss information, and resources to quote business, plus so much more.

Worldview: Easy-to-use, web-based application to manage and track all aspects of your risk management programs, including policies, billing, loss information, agreements, local insurance requirements, translation services, and more.

Marketplace: State-of-the-art online quote, bind, issue and service tool for Small Business and Commercial Cyber accounts.

With these digital resources, we feel confident in our abilities to serve you and your clients in good times or challenging ones.

Keeping in Contact

Of course, your primary contact remains your go-to local Chubb underwriting, claims, marketing person, branch manager or regional executive. If you can’t reach them, feel free to contact us.

We are monitoring new developments so that we can quickly adapt and continue to provide the best possible service experience to you and your clients. As always, thanks for the trust you place in Chubb.

Church Mutual

(2020-10-01)

Church Mutual has provided three different COVID-19 Surveys for your use:

- Church Mutual COVID-19 survey for camps nonprofits non-religious schools
- Church Mutual COVID survey for senior living
- Church Mutual COVID-19 survey for religious schools and houses of worship

These files have been placed in the P&C File Cabinet, and the details are here:

Church Mutual COVID-19 Surveys

Cincinnati Insurance

(2020-06-02)

Policyholders are understandably concerned about their ability to pay premiums as businesses and organizations begin to reopen and we return to normal payment schedules on June 28.

Extending suspension of policy cancellations

While we hope that most policyholders can adhere to their current payment arrangements, we want to help by:

• Suspending all agency bill and commercial property casualty cancellations due to nonpayment from March 16 to June 28. This does not apply to personal lines direct-bill policies.
• Extending all life, disability and long-term care insurance grace periods to 60 days for premiums due between May 31 and June 30. This is in addition to the prior offering of 90-day grace periods for premiums that were due between March 16 and May 31.
• Extending to a later date if required by an individual state.

This is an extension of previously announced grace periods for those directly impacted by the pandemic and is not a waiver of payments. Because we automatically extended to policyholders the 15% Stay-At-Home Personal Auto Credit, the June 28 extension does not apply to personal direct-bill policies and invoices will begin going out beginning June 1, payable in 30 days.

Billing and payment information
We understand that many businesses are operating at a reduced capacity or remain closed, and people are still out of work or living on reduced incomes. For those who continue to experience financial hardships, Cincinnati may be able to help.

Direct Bill – If you have standard lines personal, commercial or life policyholders asking about alternative payment arrangements. Please have them contact our billing departments:

• Corporate billing (CinciBill®) – for direct-billed commercial, management liability, excess and surplus including homeowner, or surety accounts, 877-942-2455
• Personal lines billing, 888-242-8811, Ext. 2002
• Life insurance billing, 800-783-4479
• Worksite billing group for companies looking for alternative payment options other than paper check, 877-564-0214

Agency Bill – Please call or email your Cincinnati agency accounting representative to report the policies and premium of affected policyholders, so we can properly track and note our accounting systems. Then follow these guidelines:

• Account Current – For agencies that submit an account current, please include impacted premiums no later than with your June account current, payable August 15.
  • Render Bill – For agencies that pay from our render statement posted to the agency portal, you may pay impacted premiums reported to us no later than with your June statement, payable August 15.
• CSU Producer Resources Inc. – For agency billed E&S policies, you may pay impacted premiums reported to us no later than your June statement, payable July 15.

Please contact your Cincinnati agency accounting representative directly with any questions. General inquiries may also be sent to Accounts_Receivable@cinfin.com. You’ll find this agency bill information on our agency portal COVID-19 page. Direct bill information for your clients is also available on cinfin.com/covid-19 under Billing.

Thank you for trusting Cincinnati Insurance to help protect your clients.

(2020-05-18)

A Message From Steven J. Johnston Chairman, President & CEO

To Our Agents:
As insurance professionals we are in the business of planning for the unexpected. And, the past two months have tested those plans in ways we never could have imagined. I believe our partnership is stronger than ever as a result. We’ve worked together to overcome challenges and take advantage of the opportunities that materialize when the industry’s most professional agents team up with a carrier with the financial strength to remain a predictable and steady partner.

Outstanding Claims Service Continues
This spring also brought an active storm season, especially within our traditional Midwestern footprint. Our experienced and professional claims associates rose to the occasion, finding creative ways to settle claims while keeping themselves and your clients safe.
Our insurance operations produced a 98.5% combined ratio and $24 million of underwriting profit, even with a first-quarter catastrophe impact of 9.1 percentage points compared to a 10‑year historical average of 5.6 percentage points. Looking beyond the noise created by weather and reserve development, our underlying – or core – combined ratio improved 1.2 points compared with last year’s first quarter to 91.5%.

We maintained our trend of industry-leading growth, increasing net written premiums by 10% compared with the first quarter of 2019. Together, we reached a new first-quarter record for new business, growing 19% to $215 million.

The swing in our net income was driven by a change in accounting principles related to the reporting of changes in unrealized gains in equity securities we still own. In 2018, the Financial Accounting Standards Board (FASB) changed the way it requires insurance companies to record changes in unrealized gains from other comprehensive income to revenues. As long as we are required to report the changes through net income – instead of other comprehensive income as we used to – we’ll continue to see a lot of volatility in this number.

Throughout our company's 70-year history, we've weathered many storms, and we have the technology, the risk management expertise and the financial strength to answer the call when your clients need us. Even with the recent volatility of the stock market, our equity portfolio still holds $2.5 billion in appreciated value before taxes. And, our $11.3 billion bond portfolio covers our outstanding insurance liabilities by more than 25%, ensuring we can pay all that is due under our policy contracts.

Global Pandemics Are Uninsurable Events
We are in the business of helping families and businesses in our agents’ communities recover after covered losses and will evaluate each claim based on the specific facts and circumstances involved. We continue to operate with the Cincinnati Ethic in mind – paying all that is due under the policy contract.

While we will evaluate each claim individually, our commercial property policies do not provide coverage for business interruption claims unless there is direct physical damage or loss to property. Because a virus does not produce direct physical damage or loss to property, no coverage exists for this peril.

Some loss events, such as this global pandemic, are not insured because they are uninsurable due to their size and scope. Efforts to retroactively rewrite insurance contracts to add coverage are unconstitutional, threaten the ability of the insurance industry to pay covered claims and cannot be the solution. A crisis of this magnitude calls for bold solutions from our Federal government.

We stand ready to do our part to support the families and businesses in your communities, by helping them to proactively manage risks and promptly paying covered claims with empathy and compassion

(2020-05-14)

Learn the Latest: Commercial Lines COVID-19 Updates

BILLING FLEXIBILITY
Hardships are impacting our families, friends and clients, alike. While we hope that most policyholders can adhere to their current payment arrangements, we’re here to help. We compiled questions that you've been asking us; check out the full FAQ for answers to these questions and more!

• What can I tell clients who are concerned about coverage lapsing because they aren't able to pay their premiums due to government mandated closures?
• Is Cincinnati open to other payment arrangements?
• What about late fees?
• How does this effect policies on agency bill?

Need Additional Help?
For Direct Bill inquiries, please contact Corporate Billing at 877-783-4479 or CinciBill@cinfin.com.
For Agency Bill questions, contact your agency accounting representative or email general questions to Accounts_Receivable@cinfin.com.
Unsure of the billing method? Contact your Cincinnati underwriter and we can help get you to the right person!   Read Billing FAQ

UNDERWRITING & PRODUCT SOLUTIONS
Responding to Your Commercial Clients' Needs

Your clients expect you to help them navigate these changing times and we're proud that when you need solutions, you turn to us to help you get creative.

We’re here for you! Your Cincinnati Insurance commercial underwriters have the tools and the authority at their disposal to help you restructure the policy to best fit the insured’s current operations.

• Vehicle Lay-up Credits
• Employee-Owned Delivery Coverage
• Exposure Reduction
• Furloughed Worker Adjustments

When knowledge and flexibility are needed most, know that you can count on your Cincinnati team to work with you and the policyholder to find the best solution.  Learn More About Your Options

INSURANCE IMPACT WHEN FACILITIES TEMPORARILY CLOSE

Many clients have had to cease business operations temporarily and have questions about how this effects their policy. We've got answers and information that you can share with your clients, helping them reduce risk while their facilities are closed.

Q: My client’s business was forced to temporarily suspend operations due to a governmental order, and they’re worried about how their policy will respond if the building is vacant. How can I ease their concern?
A: In circumstances where your commercial clients’ business operations have been temporarily suspended as a result of a governmental order closing all non-essential business during the COVID-19 outbreak, we will waive the Loss Condition that pertains to Vacancy in their commercial property policy.

Q: Having to temporarily suspend operations in this way isn’t something any of my clients have ever had to do. Do you have any guidance to help them safely and securely shut down their facility during this time?
A: It’s important to contact your clients to review other required policy conditions aside from Vacancy, including but not limited to:

• Preserving the business’s physical plant and equipment
• Maintaining automatic protective safeguards
• Security

For additional information on how to safely shut down a facility, please share the link below:

Facility Shut Down Tips

PREMIUM AUDIT: AN FAW AMIDST COVID-19 CONCERNS

Amongst shutdowns, furloughed pay and adapting job functions, you and your clients have questions and concerns about how audits will be handled. We have answers. Please read our payment plan options and FAQ, and reach out to your agency’s premium auditor with account-specific questions.

Payment Plan Options

FAQ

EPLI HOTLINE AVAILABLE TO ANSWER QUESTIONS
To help you manage risk with changing workplace requirements, Cincinnati’s policyholders can call our Employment Connection hotline for guidance prior to making employment-related decisions – at no additional charge.

Policyholders call toll free, 888-811-3427, with your general questions, Monday-Friday,8 a.m.-8 p.m. Eastern Time. Contact your management liability field representative with all of your Cyber, D&O and EPLI questions. Read More

CFC-I: 50 YEARS OF FINANCING OPTIONS

CFC Investment Company finances leases and loans for all types of businesses, from modest to large loan amounts. Your small business clients may find this service especially valuable right now.

All it takes is one call from you: CFC-I will work with you or independently – whichever you prefer – to help you provide this additional service. CFC-I was formed in 1970 to help you. We’re not new; we’re on your side today – just as we were yesterday and will be tomorrow – ready to support your agency and your commercial clients in the same ways we always have. Please reach out to us at leasing@cinfin.com.  Read More

LOSS CONTROL
Cincinnati's Loss Control Team Is Ready to Assist

We are committed to helping you and your commercial clients in any way possible during the COVID-19 pandemic. Don't hesitate to contact our Loss Control associates who can help with:

• Telephone consultations
• Online meetings and training
• Resource information
• On-site visitation where permitted and available

Loss Control Resources for Commercial Clients

Articles and tips are available on our COVID-19 resource center. Direct your clients to cinfin.com/covid-19 to share the valuable information.

HELPING BUSINESSES ADJUST
Evaluating Risk When Adapting Business Operations

Businesses are adapting their operations for humanitarian or business purposes. We can help evaluate the risk of these changes. Learn More

How to Safely Reopen Your Facility

Businesses are beginning to prepare to reopen. Share these tips with clients to help them create their written start-up plan. Learn More

Using Personal Vehicles for Business Purposes
Help clients understand the risk If they consider – or have asked – employees to use their own cars in new ways to keep their business running during the COVID-19 pandemic. Read More

Tips for Construction Industry Clients
The COVID-19 outbreak has brought unique challenges to the construction industry, including construction site shutdown, contract language considerations and navigating expected labor and material shortages. View Construction Tips

(2020-03-31)

Help for Your Small Business Clients:
What You Need to Know About the CARES Act
To Our Agents:

Your clients look to you for solutions. In this time of uncertainty, your advice is more important than ever. Thank you for your professionalism, even as you have difficult conversations with your commercial policyholders explaining why business interruption insurance is generally not designed to provide coverage against communicable diseases such as COVID-19.

CARES Act Highlights
You can help your small business clients weather this crisis by informing them about resources made available by the federal government. On March 27, 2020, President Trump signed the “Coronavirus Aid, Relief and Economic Security Act,” also known as the CARES Act. Included in this unprecedented economic relief package is the Paycheck Protection Program that provides $350 billion of assistance to small businesses to help them keep their employees on payroll and cover important expenses through a forgivable loan program. Here are some of the highlights:

• Companies with under 500 employees can obtain loans of up to $10 million, with the size of the loan based on a business’s average monthly payroll for 2.5 months.
  • Any business assigned a NAICS code beginning with 72 – covering hotels, casino hotels, restaurants and bars – with not more than 500 employees per location – also are eligible for this program.
    
    
• The loans can be used to cover payroll, employee benefits, mortgage, rent and utilities.
• Self-employed individuals and independent contractors can also take advantage of this program.
• The total amount spent on payroll costs, benefits, mortgage payments, rent and utilities between February 15 and June 30 is forgiven from the loan.
• The loans are guaranteed 100% by the Small Business Association (SBA)
  
  

What Your Clients Need to Do Next
Your small business clients can access these loans through any FDIC bank, credit union or fintech lender – they just need to contact their local bank to get the ball rolling. According to Treasury Secretary Steve Mnuchin, this loan program is expected to be up and running by the end of the week and is designed to provide same day turnaround on loan requests.

For accounts that do not qualify for loans under the Paycheck Protection Program, the CARES Act affords other financial relief.

Your Value as an Independent Agent
As a trusted adviser to your business clients, you can help point them to a solution that can efficiently provide the funds needed to stay in business, keep their employees on the payroll and cover key expenses during this temporary period of emergency. 

  (2020-03-25)

Agency Account Bill Position

Agency Billed Policies Procedure Clarification (3/24/2020)

Agencies may also suspend all property casualty cancellations due to nonpayment from March 16 to April 30 – or later if required by an individual state.
While we expect that most policyholders will meet their current payment obligations, the following guidelines may be used for your agency bill accounts. This is not a waiver of payments during the suspension period, but an extension or grace period for those directly impacted by this pandemic.

Account Current

• For agencies that submit an account current, please contact your Cincinnati agency accounting representative to discuss impacted policyholders and then report those premiums in the following month.
  • Ex. Report impacted March premiums in your April account current. These March premiums now become payable on June 15.
  • Ex. Report impacted April premiums in your May account current. These April premiums now become payable on July 15.

Render Bill

• For agencies that pay from our render statement posted to the agency portal, please contact your Cincinnati agency accounting representative to report impacted policyholder premiums. We will note these items and they may be remitted 30 days late.
  • Ex. Report impacted March premiums to us. Payment for these premiums may be made with your April statement payment payable June 15.
  • Ex. Report impacted April premiums to us. Payment for these premiums may be made with your May statement payment payable July 15.

CSU Producer Resources Inc.

• For agency billed E&S policies, please contact your Cincinnati agency accounting representative to report impacted policyholder premiums. We will note these items and they may be remitted 30 days late.
  • Ex. Report impacted March premiums to us. Payment for these premiums may be made with your April statement payment payable May 15.
  • Ex. Report impacted April premiums to us. Payment for these premiums may be made with your May statement payment payable June 15.

Please contact your Cincinnati agency accounting representative directly with any questions. General inquiries may also be sent to Accounts_Receivable@cinfin.com

(Source: Agency Portal, 2020-03-24)

(2020-03-20)

To Our Agents:

Thank you for everything you are doing to keep serving your clients during this unprecedented time. Many of you have heard me talk about how noble I believe our profession is. It’s in times of crisis that we can shine – and this pandemic is no exception.

Our Business Continuity Plans Are Working
At Cincinnati Insurance, we have activated our business continuity plans, and I’m proud to say they are working. Our Cincinnati family has pulled together and every area of our company is ready to serve you. Your field associates are well trained for this – operating from their homes in your communities every day. Our headquarters teams, mostly working from home, are also maintaining high levels of service – ready to answer your call.

Catastrophe Team Operations
Our storm team leaders have altered our plans so that we are prepared should a natural catastrophe strike your community. With spring now upon us, we must be ready to quickly contact policyholders, give them guidance and settle claims appropriately. We are ready to do just that, increasing options for virtual estimations and inspections, and preparing our claims associates to drive to any impacted communities.

Financial Strength to Weather the Storm
You know that financial strength is a hallmark of Cincinnati Insurance. The importance we’ve placed on that since our founding in 1950 gives us options. While I’m sure most of us never imagined this storm – assure your clients that Cincinnati Insurance remains strong and ready to pay any claims that are due under our policy contract.

COVID-19 Updates
We’re working to build a page on our agency portal to keep you informed on our beliefs pertaining to coverage questions and billing concerns. Look for this page in the portal on Monday, March 23.

Proud to be an American
Seeing the strong steps our federal and state governments are taking to assist small business owners and individuals who are out of work makes me proud of our country. I encourage you to keep abreast of these developments to share governmental assistance options with your clients. I’d also encourage you to communicate with state officials about the importance of honoring insurance contracts as they were written and not trying to legislate coverage that was never intended. If we all raise our voices, we can participate meaningfully in this conversation.

Together, we’ll take care of our Cincinnati family, protecting the health of our associates, serving you and your clients and emerging as an industry with new strengths to carry us forward.

(2020-03-19)

We continue to get pressing questions about BI coverage and if it will apply to the pandemic.

Here is another tool to share with clients. TMP even mentioned that clients are now convinced that carriers will be forced to pay and a backstop (perhaps like TRIA) is being arranged to then reimburse the carriers. I have no information that makes me believe that is so.

----------
To Our New York Policyholders:
The Cincinnati Casualty Company
The Cincinnati Specialty Underwriters Insurance Company The Cincinnati Life Insurance Company
The Cincinnati Insurance Company The Cincinnati Indemnity Company
March 20, 2020

The Cincinnati Insurance Companies share your concern over the effects that COVID-19 is having on your personal and professional lives. The New York Department of Financial Services requested us to provide you information about our various business interruption coverage forms, believing that our commercial property policyholders with locations in the state would find it helpful.

Your commercial property policy covers direct physical loss or damage to your building and business personal property at covered premises caused by or resulting from any covered cause of loss unless excluded or limited in the policy.

Business income and extra expense coverage provides for your loss of income and extra expense due to any suspension of your operations caused by direct physical loss or damage to property at your premises. The loss must be caused by a covered cause of loss. The absence of such direct physical loss or damage does not trigger your business income or extra expense coverage.

Civil authority coverage is included within your business income and extra expense coverages. Civil authority coverage responds to an action by civil authority that prohibits access to your premises, which might negatively affect your ability to conduct business and generate income. There must be direct physical loss caused by a covered cause of loss to property other than the insured property in order to trigger civil authority coverage.

Dependent business income coverage, also known as contingent business income, provides coverage for the suspension of your operations due to direct loss to dependent property from a loss that would be covered by your policy.
Utility Services – Time Element coverage provides loss of income you sustain because loss at the utility interrupts service at your premises. Just like civil authority and dependent property coverages, the coverage trigger is direct loss at the utility due to a loss that would be covered by your policy.

Several other forms include coverage for loss of business income:

• Crisis Event Business Income includes premises contamination from a communicable disease.
  However, this does not include contamination from any pandemic disease such as COVID-19.
• Conference Cancellation and Fundraising Event Cancellation coverage applies to event
  cancellations ordered by civil authority responding to a communicable disease outbreak. As with
  crisis event coverage, a pandemic virus is not within the definition of a communicable disease.
• Food Contamination Business Income provides coverage when the insured operations are
  suspended due to food contamination. The suspension must be declared by the Board of Health or other governmental authority as a result of discovery or suspicion of food contamination.

These are brief overviews of our most common coverages and may not include all forms available or purchased. This letter should not be considered as an opinion or decision with respect to any actual or potential claim, and it does not constitute a waiver or an estoppel of any other rights The Cincinnati Insurance Companies have under its policies.

Please refer to your policy for details and contact your agent with questions, knowing that whether insurance coverage would apply depends on the facts and circumstances of a particular claim and insurance policy language.

Sincerely,
Sean Givler
Senior Vice President
Commercial Lines Department

----------

The second attachment here is a notice from NYS regulators that directs all carriers to send out an explanation of the Biz Income coverage available to a each policy holder. It does NOT direct the carriers to make payment, instead they are required to inform the customer about the coverage terms on their own policy.

(Second attachment not posted)

You can share the NYS mailing (not the CIN one) if it helps to explain to a customer that NY is not currently directing carriers to pay.

(2020-03-16)
We have a dedicated team of associates evaluating how we can best continue to support you as our country continues to take steps to limit the spread of the new coronavirus. A deep concern for the health of our associates and the well-being of our agency partners guides all of our decisions. We understand that this situation is fluid and we continue to monitor the guidance from both our local health authorities and the CDC on travel and public gatherings.

Regular Business Operations
Our field associates are currently operating as usual. Unless your community has received other instructions, or unless requested by you, you can count on us to provide you and your clients with personal service. In circumstances where area authorities have advised restrictions, we’ll abide by them and work with you to find alternate ways to serve you and your clients’ needs.

Our headquarters associates also remain available to continue processing business. We have, however, decided to cancel all travel to and from Headquarters, including: underwriter, or other headquarters associate, visits to your communities any agency visits to headquarters

Sales Meetings
We’ve decided to cancel the Iowa, Kansas, Missouri and Arkansas sales meetings. Considering the information we’ve received about the risk of meeting in large groups, we believe it is in your best interest for us to limit potential exposure. We’ll continue to evaluate future sales meeting dates and provide you with updates. If you wish to cancel your attendance at a future sales meeting for any reason, we support your decision. Please email our Meetings & Travel (meetingsandtravel@cinfin.com) team to cancel your reservation.

Training Sessions
We are cancelling all training activities through March 31 and will evaluate future training events and provide you with updates. If you wish to cancel any scheduled training beyond March 31, we support your decision. Please send an email to learning_center@cinfin.com to cancel your registration. Please include the date and title of the class and indicate whether we’ve arranged accommodations for you; we’ll work with our Meetings & Travel associates to cancel any travel arrangements or hotel rooms on your behalf.

If you have questions, please contact your field marketing associate. We’ll continue to provide you with updates as they develop.

CNA

(2020-04-24)

Vacancy Accommodations for First-party Commercial Property Policies

CNA understands that our policyholders may be affected by government orders and directives to prevent the spread of COVID-19. We recognize that adherence to such orders may temporarily change the way insured locations are typically utilized, and that some locations may not be occupied or may have reduced occupancy. 

First-party commercial property policies issued by a CNA underwriting company may contain a “vacancy” provision that limits or precludes coverage for certain perils where the property has been vacant for a specified period of time, typically 60 days, as set forth in the policy.

In an effort to address concerns about the application of the vacancy provision occasioned by such temporary changes in operations, CNA will not consider a building to be vacant (as that term is defined in our policies) for the days during any period of occupancy where such occupancy changed solely as a result of a government stay at home order or similar directive relative to COVID-19.

This accommodation is applicable only to CNA Paramount® (including all WorldPass® and Passport®), CNA Signature, and CNA Connect® commercial first-party property policies and will be considered effective through the earlier of the expiration of any applicable government order or directive or June 1, 2020.

Please understand this notice is not a representation that coverage does or does not exist for any particular claim or loss under any such policies. All terms, conditions, limitations and exclusions of the policies remain in effect.

We are committed to staying connected to you during this time. Please don’t hesitate to reach out to your Property underwriter with any questions.

Visit our COVID-19 page on cna.com for more information

(2020-04-14)

Agent eNews April 2020

FEATURED STORY
In good times and bad, we’re here to help

No matter the event, CNA is ready – whether you need policy assistance, risk control resources or efficient claim handling from highly experienced professionals. We offer multiple channels so you can easily report claims 24 hours a day, seven days a week.

SUPPORT FOR POLICYHOLDERS

REPORT A CLAIM

CNA NEWS
Remote onsite risk assessments offer flexibility, convenience

CNA can now offer your clients an onsite risk assessment from a distance. All it takes is an interview, virtual facility tour using FaceTime, Skype for Business or telesurvey, plus any necessary documents, photos and additional resources. GET THE DETAILS

CNA named a finalist for 3 cyber awards
In recognition of our cyber insurance expertise, CNA has been named a finalist for three of Advisen’s Cyber Risk Awards in two categories: Insurer of the Year and Person of the Year – Brian Robb for U.S. and Matt Sumpter for London. VIEW NOMINEES AND VOTE

THOUGHT LEADERSHIP
Simple steps to make working remotely less risky
Most businesses are allowing employees to work remotely, but unfortunately many aren’t prepared for cyberattacks and other risks. This information can help protect businesses and their employees during the transition to telecommuting. READ BLOG POST

RISK CONTROL
Maximize comfort and productivity away from the office
When working remotely, seemingly minor issues like monitor placement, chair height and the angle of incoming light can have an outsized influence on comfort and productivity. Help clients make the most of telecommuting with these ergonomic tips. HELP CLIENTS WORK REMOTELY

Valuable resources for employment-related risks, all in one place
Designed to help purchasers of EPL insurance mitigate employment-related risks like discrimination, harassment and retaliation, CNA’s Beyond HR® platform provides articles, webinars, podcasts and other valuable resources. VISIT BEYOND HR


PRODUCT/INDUSTRY
Access Small Business policy documents in just seconds
Need to quickly view, save, print or email a commercial policy document? Electronic Document Delivery (eDocs) gives you easy access to a variety of Small Business documents via CNACentral.com VISIT CNA CENTRAL

(2020-03-27)

CNA Updates and Contact Information

CNA has been actively monitoring and managing the day-to-day issues related to and presented by the COVID-19 Coronavirus. The spread of COVID-19 presents a unique set of challenges, and it is our priority to remain available and provide a consistent level of service that will help you and your teams continue business during these unprecedented times.

Last week, we instituted a work-from-home policy, and have currently suspended all travel and on-site agent and broker visits. We are entirely operational on a remote basis and you can find our branch contact list – including mobile phone numbers – at the bottom of this message.

We understand that businesses are facing significant obstacles and may find it difficult to immediately pay insurance premiums. To address this situation and ensure continued coverage, we’ve taken the following actions to support our small business customers.

Until June 1, 2020, CNA will:

• Suspend all policy cancellations for nonpayment
• Waive all late fees
• Continue regular premium billing

We remain committed to serving the needs of policyholders with the high-level service you expect from CNA. If you or your clients have questions regarding a claim, please call 833-FNOL-CNA (833-366-5262) or visit http://www.FNOLCNA.com to report a claim online. Our claim professionals have deep expertise in the coverages we write and the industries we serve, and are equipped to discuss any claim-related questions.

During this difficult time, we want to stay connected with you. Please don’t hesitate to reach out to your Sales Specialist with any questions.

(2020-03-20)

CNA has been actively monitoring and managing the day-to-day issues related to and presented by the COVID-19 Coronavirus. The spread of COVID-19 presents a unique set of challenges, and it is our priority to remain available and provide a consistent level of service that will help you and your teams continue business during these unprecedented times.

Earlier this week, we instituted a work from home policy, and have currently suspended all travel and on-site agent and broker visits.

We are entirely operational on a remote basis. Below is our branch contact list including our mobile information. Rest assured, we are still here to work with you during this time of tremendous uncertainty.

If you or your clients have any questions regarding a claim, please call
877-574-0540 or visit www.cna.com/claim to report a claim online. Our claim professionals have deep expertise in the coverages we write and the industries we serve, and are equipped to discuss any claim-related questions.

We are committed to staying connected to you during this time. Please don’t hesitate to reach out with any questions.

Concord Mutual

(2020-04-20)

[Shared by Kerri Rego in summary format]

• Payment flexibility – clients must call customer service (Personal and Commercial)

CRC Group

(2020-03-21)

CRC Group has developed a new exclusive product in partnership with James River to offer a short-term, low minimum premiums solution for restaurants being impacted by COVID-19 restaurant restrictions and now need to offer delivery. This program was not designed for insureds who would like annual policies, which would be written with different terms.

Product highlights:
· Monoline coverage
· 3 or 6 month policy
· In-house authority for quick turnaround
· Non-auditable policy
· Limit options of $300K, $500K, $1M CSL
· Deductible $2,500
· Offering short term policies starting at $1,500
· MVR screening service provided by CRC
· Symbols 8 & 9 commercial auto liability
· No restrictive warranties
· Available in all states except MI

Attached you will also find a PDF flyer and program application. (see links below)

If you have any questions about the program, please contact your CRC Group broker or below contacts.

Stephanie Murillo-Ford
O: (214) 265-2325
E: sford@CRCGroup.com

Holly Belknap
O: (415) 951-8454
E: hbelknap@CRCGroup.com

Short Term HNOA
https://arch-cms.aleragroup.com/media/707900/short-term-hnoa.pdf

COVID Rest delivery HNO Application v1
https://arch-cms.aleragroup.com/media/707899/covid-rest-delivery-hno-application-v1.pdf

(2020-03-16)

We want to assure The Alera Group that we are prepared to continue to handle your wholesale placement and servicing needs now and as the situation develops.  CRC Group has activated our Business Continuity Plan, and our teammates are prepared to work remotely if and when required.  I have attached two white papers on Covid-19, General Insurance Impacts and Senior Living Impact. The following link is a Podcast discussing the Covid-19 impact on Long Term Care Facilities. http://crcgroup.buzzsprout.com   

Donegal

(2020-06-20)

(2020-05-15)

Recognizing that many of our policyholders have experienced significant challenges as a result of the COVID-19 crisis, we are committed to working closely with our agents and policyholders as we continue to navigate through these challenging times.

On March 20, 2020, we informed you that we would waive late fees and suspend policy cancellations that would otherwise result from non-payment of premium balances becoming due within the sixty (60) days following that date.

As we near the end of that sixty-day period, we are providing additional information with respect to additional steps we have taken to ease the financial burden the expiration might otherwise impose on our policyholders.

With the exception of accounts located in several states for which regulatory mandates requiring an extension of the cancellation suspension period remain in effect, we will remove the cancellation suspension for past due balances after the close of business on May 22, 2020.

Please review the information below with respect to our handling of past due balances upon removing the suspension:

• Our billing system will automatically generate an invoice for any account with a balance that became past due during the suspension period.
• For a policy term that expired during the suspension period, we will bill the balance due in full.
• For a policy currently in force, the invoice will provide a revised billing schedule as follows:
• We will spread the total balance due across any remaining scheduled installments for the policy term.
• If no installment was previously scheduled within thirty days of the billing date, we will add an installment to immediately bill a proportionate amount of the past due balance.
• Revised future installment amounts will reflect the original installment amount plus a proportionate amount of the past due balance.
• The billing and due dates for the revised future installments will remain as previously scheduled.
• No policies will cancel immediately upon removing the suspension, since all past due balances will be spread across current and future installments.
• We will charge no late fees related to unpaid balances during the suspension period.
• We have waived all unpaid installment fees that were generated during the suspension period.
• All normal billing rules, procedures and fees will apply to amounts we bill after May 22, 2020.

As outlined above, we are attempting to provide a reasonable and equitable solution that minimizes disruption for our customers. However, we understand that some of our customers may be continuing to face challenges related to the
ongoing pandemic and may require additional flexibility or time to bring their account to current status. Please contact our Resource Center at (800) 877-0600, menu option 8, with any specific billing questions or concerns. We stand ready
and willing to assist our customers at this time.

(2020-04-30)

During the COVID-19 pandemic, our first priority is that of our customers, and Donegal is committed to being ”There When it Matters Most” now more than ever.

We are introducing a commercial auto “Lay Up” credit to address concerns arising out of the COVID-19 pandemic. We recognize that some businesses that we insure have been closed or have had their volume of work severely limited during this time, and auto exposures in these cases have been reduced. As a result, we’re offering a credit for those vehicles not being driven during this time. I have attached the “Lay Up Questionnaire” that will need to be signed by the insured and sent in to Donegal. I’d encourage you and your agents to contact Ian Atwood, your Commercial Lines renewal underwriter, to discuss specifics of the credit process.

The guidelines are as follows: 

1. The “Lay Up” credit applies to commercial automobiles only and is not applicable to private passenger type vehicles (typically codes 7398 or 7391) on the schedule of vehicles.
   
   
2. The vehicles listed cannot be used during the time frame noted on the endorsement. This endorsement credit is not to be used for vehicles that have been used less frequently during the pandemic.
   
   
3. The “Lay Up” credit will only be issued for a period of 30, 45 or 60 days. The length of time will determine the specific credit amount. Please note on request to Underwriting how many days the vehicle has been off the road or is planned to be off the road. The endorsement will list the dates.
   
   
4. It is our intent to issue only one endorsement. All vehicles to be laid up (meaning taken out of use), should be listed on the original “Lay Up” endorsement. We will not be adding and deleting vehicles to/from the “Lay Up” endorsement after it’s issued.
   
   
5. The “Lay Up” credit applies only to the following coverages and “only if” that coverage is provided for the auto(s) listed in the schedule. The coverages include:
   
   1. a. Auto Liability
   2. b. Uninsured/Underinsured Motorists
   3. c. No-Fault/Personal Injury Protection
   4. d. Medical payments
   5. e. Collison
      
      Comprehensive coverage must be maintained on the vehicle. In addition, the “Lay Up” credit does not apply to miscellaneous coverages on the policy (DOC, Silver Series, etc.) nor does it apply to any regulatory fees and surcharges.
6. The endorsement must be signed by the insured. Given the time frame involved, it’s important that the signed endorsement be secured promptly.
   
   
7. The “Lay Up” credit is not a suspension of coverage; as such, the vehicle tag is not required to be turned into any state Department of Motor Vehicles (DMV).
   
   
8. All coverages remain in effect during the 30 day “Lay Up” period. There is no need to reinstate coverage.

If you have any questions, please let me know.

Thank you,

Latest updates on Donegal’s COVID-19 response:
https://donegalgroup-blog.com/donegals-response-to-covid-19/

(2020-04-24)

Donegal’s Current Position on Personal Auto Premium Refunds Due to COVID-19
Many of you have asked about Donegal’s position in light of recent announcements by a number of insurance carriers outlining their plans to reduce premium rates or issue refunds on personal auto policies. We will closely monitor and assess our claim trends as the year progresses and make appropriate corresponding rate adjustments as warranted.

Our first priority is to make sure that we remain a financially sound insurance provider so that we are “there when it matters most” for all of our customers in the event of a covered loss. We simply do not believe a refund program is in the best long-term interests of our policyholders, our agents or our company at this time.

(2020-04-16)

Donegal’s Current Position on Potential Premium Refunds Due to COVID-19

Many of you have asked about Donegal’s position in light of recent announcements by a number of insurance carriers outlining their plans to reduce premium rates or issue refunds on personal auto policies. While the headlines catch attention and the refunded amounts sound impressive, the actual amounts carriers will refund to individual policyholders are modest at best. While we are sensitive to the challenges our customers are facing, we are not currently planning to refund personal auto premiums.

We recognize that there will be a short-term decline in miles driven by many of our insured drivers. We also believe that, in the not-too-distant future, we will begin to see restrictions lifted, many of our insured drivers will start to return to work and pleasure driving will resume to a higher level. We may determine that the annual number of miles driven did not materially decrease as our policyholders return to a more normalized lifestyle.

While the actions of some of our competitors might be viewed as an admirable response to the current crisis, issuing premium refunds at this time is premature in our opinion. We will allow additional time to elapse so that we can determine how the trends actually develop. We will closely monitor and assess our claim trends as the year progresses and make appropriate corresponding rate adjustments as warranted, relying on an actuarially sound assessment of our actual loss experience.

As you know, Donegal is a multi-line writer of both personal and commercial lines products. The current pandemic and economic shutdown will have significant impacts to our customers across our many lines of business. Given all of the current uncertainty in the marketplace and legal/regulatory environment, many of those direct impacts to our customers - and the resulting indirect impact to our company – simply cannot yet be estimated with any reasonable degree of certainty.

 Our first priority is to make sure that we remain a financially sound insurance provider so that we can uphold our promise to all of our customers in the event of a covered loss. With that priority in mind, we simply do not believe a refund program is in the best long-term interests of our policyholders, our agents or our company at this time.

Here are some additional points to keep in mind as you receive customer inquiries around this topic:

If you become aware that circumstances have changed for your customers, you can make appropriate changes to their policy information through our WritePro processing system. Our staff is available to assist you with any questions you might have regarding any changes to a customer’s policy that you believe would result in a fairer representation of the customer’s current risk profile. For example, we will allow vehicles normally used for driving to work to be changed to “pleasure use” while the mandated shelter-in-place restrictions remain in effect.

At times such as these, our insureds often call the company directly to ask about their coverage and premiums. Since we recognize the value independent agents provide as trusted advisors to their clients, we will generally encourage your customers to contact you directly to discuss the rating of their policy and any adjustments that can be made at this time to lower their premiums.

As we announced previously, we have suspended the issuance of notices of cancellation for non-payment of premiums until May 22 and waived all late fees during that suspension period in order to provide more time for premium remittance for any of our insureds who may be challenged to make timely payments at this time (please refer to our website for the most current information on our response to COVID-19, including the specific changes we have made to billing protocols.)

We hope you will understand and appreciate the position we have outlined above. We will continue to monitor this entire situation as it unfolds, and we will communicate any changes should competitive or regulatory pressures require us to alter our position at some future point. For now, we will work with you in any way we can to ensure that we all emerge stronger on the other side of the crisis.

We thank you very much for your front-line efforts in serving our customers during this time.

(2020-04-01)

March 30, 2020
Donegal Personal Automobile Policies Provide Limited Coverage for Food Delivery

Purpose
Clarification of “Business Use” Coverage Provided by the Donegal Personal Automobile Policy

Detail:
As we navigate through the COVID-19 crisis, we have received a number of questions from our agents asking whether coverage is available for our customers under their personal auto policy when they are using their personal vehicles to deliver food for their employer.

Some of these questions have arisen as a result of certain state insurance regulators asking or directing insurers to add delivery coverage to personal auto policies for restaurant employees due to mandates that have required changes in restaurant operations due to the COVID-19 crisis.

In response to these questions, we are providing this clarification that if a restaurant employee is insured under a personal auto policy issued by any of the companies within the Donegal Insurance Group, they already have coverage for making restaurant deliveries! Donegal’s personal auto policies provide limited coverage for the business use of the insured’s private passenger auto. Under this business use allowance, an insured restaurant employee who is driving their private passenger auto to deliver food for their restaurant employer has coverage pursuant to the terms and conditions of their Donegal personal auto policy.

In reviewing this coverage with our customers, it is critical that you distinguish between an employee making deliveries solely for their employer’s business versus someone driving for a delivery service such as UberEats, Doordash, or GrubHub. Coverage under Donegal’s personal auto policies does not extend to a customer’s participation in any on-demand prepared food delivery service.

It is important for you to refer to the details of the coverages, forms, terms, conditions, endorsements and exclusions of the specific insurance policy we have issued to our policyholder.

This bulletin in no way broadens the coverage provided under any Donegal personal auto policy. None of the information in this message, including but not limited to any policy description, constitutes an insurance policy or coverage determination. This information does not alter or replace any insurance policy issued by us. Additionally, this information is not intended to fully set out the policyholder’s rights and obligations under an insurance policy issued by Donegal.

In the event of an actual claim, we will settle the loss in compliance with the applicable policy contract and subject to all terms, conditions, forms, endorsements and exclusions of the policy.

(2020-03-27)

In an effort to help make up for some of the financial impact of missed opportunities in the past few weeks, Donegal Insurance Group is pleased to present our version of a Stimulus Package.

Below and attached you will find details regarding our just announced Commercial Lines New Business Incentive that will run Quarterly from April 1st to December 31st of this year.

This is open to all Donegal appointed agencies regardless of your “Agencies of Distinction” Level or Profit Sharing Status.

*Note: This does not include Commercial Auto or Umbrella policies.

2020 Commercial Lines Quarterly Incentive

The Donegal Stimulus Package
A $25.000 bonus by writing $250.000 in new business.

This incentive program is based on the separate quarterly periods to include policies written with effective dates from April 1 - June 30. 2020 as the first program period and subsequent quarters of 2020- Policy transfers and rewrites do not qualify.

April 1 - December 31, 2020

• 10% New Business Premium Per Quarter
  $250,000 & above
• 9% New Business Premium Per Quarter
  $175,000 - $249,999
• 8% New Business Premium Per Quarter
  $125,000 - $174,999
• 7% New Business Premium Per Quarter
  $90,000 • $124,999
• 5% New Business Premium Per Quarter
  $60,000 - $89,999
• 4% New Business Premium Per Quarter
  $30,000 - $59,999
• 3% New Business Premium Per Quarter
  $25,000 -$29,999
  
  
• Eligible Business:
  General Liability, Commercial Fire, CPP, BOP, CT, Workers’ Compensation, and Inland Marine

It’s our hope that you see this as a good opportunity to earn extra revenue for the rest of the year while we all navigate the new reality that we are living in. Here’s to hoping that this is all soon behind us, and we can get back to business as usual!

Please feel free to reach out to me with any questions or concerns.

Thank you,

Wesley Konchar, AINS, CLCS
Business Relationship Manager
Donegal Insurance Group

Latest updates on Donegal’s COVID-19 response:
https://donegalgroup-blog.com/donegals-response-to-covid-19/

(2020-03-25)

Agency Account Bill Position

The Donegal Insurance Group recognizes that our customers are experiencing significant disruption in their daily lives and business activities as a result of the extraordinary circumstances caused by the ongoing COVID-19 pandemic.

As a result, we anticipate that you may have difficulty collecting agency-billed premiums. We are extending the payment due date for Donegal Account current Statements dated February 29, 2020 and March 31, 2020, for an additional thirty (30) days for a total of seventy-five (75) days fro the statement date. Payments for February statements are now due May 15, and payments for March statements are now due June 15.

Please contact Julie Leschke at (800)-877-0600 ext. 7785 with any questions or concerns.

We appreciate your ongoing partnership with us as we work together to help our customers persevere through the COVID-19 challenges.

(Source: Bulletin email received from Randy Fulmer on 3/23/20)

(2020-03-20)

Please see the updated response from Donegal Insurance, as it relates to the COVID-19 Virus.

Highlights:

-Our Marietta, PA home office has closed, per the Governor of Pennsylvania’s order on March 19th. We have limited personnel on site to handle IT support, as well as mailing processes.

-The vast majority of our staff is currently working from home, and fully operational at this time.

-At this point, there is no moratorium on binding business.

-Loss Control and Audit physical visits have been temporarily suspended. We will continue to conduct these inspections/audits via telephone and mail surveys.

-For the next sixty (60) days, we are suspending policy cancellations for non-payment and waiving late fees that would otherwise result from non-payment of premium.

Please let me know if you have any questions. Please be advised that this update will be sent to all Agency Principals today. We ask that you please forward this to the appropriate staff in your office.

----------

To Our Agency Partners:
First and foremost, we hope that you and your families remain safe and healthy as we all continue to navigate through the challenges the COVID-19 crisis has presented to all of us. In response to questions regarding the status of Donegal Insurance Group operations and our response to the COVID-19 crisis, please note the following information regarding our business continuity plans and various actions we have taken to ensure continuity of our service capabilities to our agency business partners and customers:

1. As you may be aware, the governor of Pennsylvania issued an order on March 19 that required all non-life-sustaining businesses in Pennsylvania to close physical locations to slow the spread of COVID-19. Insurance carriers, such as Donegal, are not considered life-sustaining businesses under the order and therefore are not permitted to continue physical operations. We received additional guidance from the Pennsylvania Insurance Department clarifying that insurance carriers are permitted to allow very limited numbers of personnel to provide on-site IT support to allow a large workforce to work remotely, process mail, etc.
   
   
2. To comply with the governor’s order, our Marietta, Pennsylvania home office facility is closed until further notice, but we are taking every available action to ensure that our core operations continue without interruption. With the exception of limited personnel required to maintain computer operations, process mail and perform necessary administrative tasks, the vast majority of Donegal employees are working from home and have full access to all of the information and technology required to handle ongoing business operations. Our team is fully capable of handling new business, renewal, endorsement, claim and billing activity and is available for any business questions you might have during this unprecedented time. You may contact our team via email, or you can call their office phone numbers that in most cases have been forwarded to their mobile or home phones.
   
   
3. For the foreseeable future, our employees will not be visiting agency or insured locations in person. However, our Business Relationship Managers will maintain close contact with their assigned agency offices so that we can continue to address any concerns related to inforce business and be available to discuss new business opportunities. As mentioned, our underwriters are available via email, or you may continue to call their office number that in most cases will be transferred to their home or mobile phones.
   
   
4. At this time, we are not contemplating any moratoriums on binding any types of business and, in fact, remain available to you for writing new business accounts. We will continue to work with you on any endorsement changes, increased limits requests or other normal operational changes that our insureds may require, and these requests will be handled under our normal underwriting guidelines.
   
   
5. Loss control visits have been temporarily suspended, and we will handle inspections via telephone calls and mail surveys. A physical loss control visit will not be required on new or renewal business until further notice. When the current emergency situation recedes, we will evaluate which, if any, accounts require a physical inspection and arrange for them at the appropriate time. However, we will not cancel (either retroactively or prospectively) any policy renewal or new account binder if a subsequent physical inspection should prove problematic. In other words, we will allow the policy term to expire before any cancellation action is taken. This policy will remain in place until further notice.
   
   
6. Premium audits will be conducted via telephone or mail until further notice. Our auditors or contract service providers will not be making any physical audit visits to insured locations. However, if you encounter situations with your clients whereby their business has or will experience a significant change in operations (reductions in payroll, sales, employee count), we are prepared to make immediate adjustments to their current inforce policy to reflect this significant change in operations. Please feel free to contact the designated underwriter who will work with you to make the appropriate adjustments.
   
   
7. The Donegal Insurance Group recognizes that our customers are experiencing significant disruption in their daily lives and business activities as a result of the extraordinary circumstances caused by the ongoing COVID-19 pandemic. In keeping with our commitment to be there when it matters most for our customers, for the next sixty (60) days, we are suspending policy cancellations for non-payment and waiving late fees that would otherwise result from non-payment of premium. Our billing invoices will continue to reflect scheduled payment due dates, but we will not issue notices of cancellation for non-payment or charge a late fee if payment is received within 60 days of the scheduled due date. Please contact our Resource Center representatives at (800) 877-0600, press 8, with any billing questions or concerns.

We have implemented these temporary actions to help alleviate some of the strain our customers are currently experiencing given the unprecedented nature of the COVID-19 challenge. We are continually reviewing our actions as developments and governmental actions occur and will keep you informed if we need to revise any of these temporary measures. We thank you for your continued support and encourage you to reach out to your Business Relationship Manager should you have any questions or need additional information. 

(2020-03-17)
The well-being of our agents, policyholders and employees is Donegal’s top priority as we continue to monitor the developing Coronavirus (COVID-19) pandemic impact.

We are implementing proactive steps to ensure the safety of our employees while continuing to provide essential services. Donegal is making final preparations for the vast majority of its staff members to work from home, allowing them to continue to serve our agents, claimants and policyholders in a timely manner. Our dedicated staff is committed to respond to your needs and the needs of your customers to the best of their ability under these challenging circumstances.

Effective immediately, we have asked our staff not to schedule in-person visits with our agents. Our Business Relationship Managers and Underwriters will be happy to connect with you by e-mail or telephone to address any questions or concerns.

We will keep you informed of any changes as the situation unfolds. In the meantime, we hope that you, your family and your colleagues remain safe and healthy.”

We will continue to work tirelessly to “Be There When It Matters Most” for both our agents and our policyholders.

Eastern Alliance / ProAssurance

 (2020-03-20)

We hope this message finds you, your colleagues and clients healthy and safe. The constantly changing conditions surrounding the COVID-19 pandemic create unique challenges for people, businesses and economies globally. You are probably inundated with emails regarding changes in carrier policies and procedures. We’ll continue to email you brief descriptions of our updates, but encourage you to bookmark this webpage: www.EasternAlliance.com/Coronavirus_and_Workers_Comp

It includes updated information and resources on a variety of workers’ compensation issues, all available without a log-in. Please feel free to share this URL with your staff and clients.

This update pertains to policy cancellations due to non-payment of premium. We are suspending these cancellations effective March 23, 2020 through April 17, 2020. Please note, this does not waive any payments due, but extends the grace period in which to pay the premiums. Full details are available on our webpage.

We want to work closely and proactively with you to navigate through these unprecedented times. Please direct any questions or concerns to your Eastern service team so we can handle them on a case-by-case basis.

We appreciate your understanding as we work collaboratively to serve your clients. We deeply value our partnership and the trust you place in us to serve your clients and their employees.

(2020-03-16)
The mission of ProAssurance is “We Exist to Protect Others.” As a member of the ProAssurance family of companies, the safety of our agency partners, policyholders, their employees, and our staff is our top priority.

We know there are questions and concerns regarding how coronavirus (COVID-19) impacts operations, meetings, workplace safety, and workers’ compensation claim compensability.

Like you, we closely monitor developments regarding COVID-19. Based on the current recommendations of the CDC and OSHA, we have established the following policies and measures to prevent the spread of the virus. As this situation evolves, this information is subject to change.

In-Person Meetings and Visits

• Until further notice, Risk Management and Premium Audit staff will limit their in-person and on-site meetings. Marketing staff will temporarily cease all in-person agency visits. In addition, Eastern has temporarily closed its offices to all non-essential outside visitors. Many agency partners and policyholders have instituted similar policies. These policies protect both parties and help mitigate the spread of the COVID-19 virus.
• Our staff will continue to provide significant communication, support and consultation through phone and video conferencing.
• Risk management consultants will reach out to clients to understand how they are handling the COVID-19 emergency and other workplace safety issues, and offer appropriate resources.
• Premium auditors will explain our policy to clients and encourage them to share records electronically on our platform for secure records transmission.
• Workers’ compensation presents unique circumstances. In some cases, an onsite visit from a risk management consultant or premium auditor may be the best decision. In conjunction with clients, our staff will exercise judgement and follow CDC guidelines in these scenarios.

Web-Based Resources
We created a webpage responding to common concerns regarding the impact of Coronavirus on workers’ compensation issues. www.EasternAlliance.com/Coronavirus_and_Workers_Comp includes links to communications and documents from the CDC, OSHA, and Eastern’s risk management team. The information and resources are available to use and download without a log-in. Please feel free to share this URL with your staff and clients.

We continue to carefully monitor this situation through the CDC and other trusted health organizations and will update you on relevant developments. We are meeting regularly to discuss our response plans and ensure there is no disruption in our ability to provide you and your clients with superior service.

We appreciate your understanding in implementing these measures in the interest of everyone’s health and safety. If you have any questions, please contact your Eastern service team.
Thank you for your partnership and the trust you place in us to serve your clients and their employees.

Eastern Alliance Insurance Group
Member of the ProAssurance family of companies
Toll-free: 855.533.3444 / www.easternalliance.com

Encompass

(2020-05-27) AllState/Encompass

Great news: the Shelter-in-Place Payback is being extended through June 30, 2020, for personal auto customers. U.S. residents can also receive free Allstate Identity Protection for the year by signing up by June 30. There are a few differences from previous paybacks – read on to learn more.

We led the industry by providing customers with a payback program, and have returned more than $600 million in April and May (May and June in New York), along with our Special Payment Plan and commercial auto endorsement. As our data shows customers continue to be driving less and getting in fewer accidents during the pandemic, we are extending the Shelter-in-Place Payback through June 30, 2020, for personal auto insurance customers. And more great news – motorcycle customers are included in the June payout as well!

And it should be noted that over the three-month period, Allstate is returning approximately $1 billion to our customers, without impacting agency commissions.

Important details about the June payback:

• Motorcycle insurance customers are included.
• Customers will receive an automatic credit to their accounts, with most receiving 15% of their monthly premiums.
  • The amount reflects Allstate and Encompass' disciplined analysis of available data. The average cost per accident has increased, partially offsetting cost savings.
  • You will be kept informed of the final amount as filings are submitted and approved.
  • We are applying the June payback to the customer’s Allstate or Encompass account. Certain customers, like those who paid in full, will have their June paybacks applied to a bank account, credit card or via check – see the FAQs linked below for the details.
  • In New York, the paybacks will be one month later. Eligible customers with an active policy in force as of April 30, 2020 should have received the May payback in mid-May and those with policies in force as of May 31, 2020 can expect the June payback in mid-June. We also expect to issue a third payment in July for policies in force as of June 30. The 15% payback will be based on the monthly premium as of those dates. Other than the payback dates, there are no changes to the program for New York
• Communications about the June payback will occur at the end of May. Keep an eye on My Allstate Connection or Encompass Express.
• The sign-up period for free identity protection for all U.S. residents will also be extended to June 30, 2020.

The Shelter-in-Place Payback can be a great opportunity to reach out to customers and prospects and increase retention, uncover cross sell opportunities and grow your book of business.

Please visit Encompass Express or My Allstate Connection for more information and FAQs.

Thank you for everything you and your teams are doing to support our customers during these challenging times.

2020-04-22

The Shelter-in-Place Payment FAQ has been updated. Among the updates, you will see some customers have received calls asking for their account information - be aware that this is a SCAM, customers should not provide bank or credit card information or money to individuals who call regarding the Payback.

Also, did you know? New Encompass customers after April 1, 2020 are eligible for a May payback based on their auto policy on April 30, provided they have at least liability-only coverage and a payment has been made on their policy.

If you have any questions, please contact your Encompass Sales Consultant.

Shelter-In-Place Payment FAQ

[Note: this is marked "For Agency Use Only; Do Not Distribute To Customers", and is 10-page PDF document]

Encova

2020-12-22

New: communicable disease exclusions

In 2020, the property and casualty insurance industry had to address questions regarding how certain coverages respond in the face of a global pandemic. This generated a market response to provide clarity and transparency of specific policy language around pandemic exposures. These exposures are considered uninsurable due to the devastating, worldwide impact of such catastrophic events.

The reinsurance market is adding language to primary carrier treaties in 2021 that clarifies that these exposures are not insurable. Encova Insurance, along with other carriers, is following this model and providing similar clarification for your policyholders.

Contagious disease, virus and bacteria exclusions
Encova’s commercial property and businessowners policies include a property endorsement: exclusion of loss due to virus or bacteria. A contagious disease exclusion will also be attached to all liability policies, and a virus and bacteria exclusion will be attached to inland marine policies. You will see these endorsements added to future new and renewal business. Note: These exclusions do not apply to workers’ compensation.

The endorsements exclude losses caused by communicable contagious diseases, viruses, bacteria and microorganisms. These endorsements will clarify for policyholders that these exposures are not covered.

Preview a sample endorsement.*

Please contact your agency manager with any questions.

*Language may vary slightly by state.

( 2020-06-29)

Temporary hired non-owned auto coverage for restaurant owners affected by COVID-19 ceases June 30

In April, Encova Insurance announced an insurance solution for our insureds who were no longer allowed to offer on-premises dining in their restaurants to prevent the spread of the coronavirus.

We provided hired non-owned auto coverage at no charge and on a temporary basis to insured restaurants that needed to offer food delivery services but had existing gaps in their commercial auto coverage. Temporary coverage was provided for the period in which the insured restaurant was subject to the government mandate to cease on-premises dining operations, or until June 30, 2020, whichever came first.

As a reminder, as of June 30, all temporary hired non-owned auto coverage will cease. If your insured’s restaurant still has a need for hired non-owned auto coverage past this date and does not already have permanent coverage on the policy, contact your commercial lines underwriter to discuss coverage options.

(2020-05-14)

Update: Extended grace periods 
Indiana, Illinois and West Virginia and most workers’ compensation policies

In response to updated mandates in some states, Encova Insurance will extend the suspension of cancellations of all policies due to non-payment of premium for Indiana, Illinois and West Virginia to June 2, 2020. Again, this is not a waiver of payments due during the suspension period, but an extension or grace period for premium payments during this time. We will continue to comply with orders from each state's department of insurance as changes are made.

In addition, for all workers' compensation policies written by BrickStreet Insurance, AlleghenyPoint Insurance, Northstone Insurance, PinnaclePoint Insurance and SummitPoint Insurance, premium deferral has been extended to June 2, 2020.

As a reminder for commercial lines and workers' compensation policies, after the suspension period ends, we will release the cancellation holds and spread past-due amounts over remaining installments.

To best align the premium due with wages paid, adjust the estimated wages on workers' compensation policies prior to the recalculation. Encova will exclude payroll on paid furloughed employees if the insured continues to pay their employees who are not working. Your underwriter can assist with this process.

Directly impacted personal lines policyholders whose policies are canceled for non-payment of premium during this time should contact their agent to have their policy reinstated without a lapse in coverage.

Life policyholders will continue to receive invoices and any outstanding amounts due will be included. If policyholders are on an automated payment plan, their payment will continue to process as normal.

We appreciate your patience, and we care about our policyholders. While shelter-in-place orders continue to be in effect in most states, many communities are beginning to slowly reopen businesses, retail and medical offices.

If any of your policyholders have difficulty making an insurance premium payment after the grace period has ended, please call us directly to discuss payment options.

• For commercial lines or personal lines policies underwritten by any of our companies, call 800-876-6642.
• For workers' compensation policies, call 866-452-7425.
• For Motorists Life policies, call 888-876-6542.

We continue to do all we can to be your trusted partner. If you have questions, contact your agency manager.

Additional resources
Below are links to previous communications about all our lines of coverage and our agency resources page:

• April 30: Extended grace periods and redistribution of past-due invoices
• March 20: Support for policyholders affected by COVID-19
• Encova Insurance COVID-19 agency resources page

(2020-04-30)

Extended grace periods and redistribution of past-due invoices

Helping to solve cash-flow issues for those impacted by COVID-19

We care about our policyholders and recognize that many are impacted by COVID-19. Shelter-in-place or stay-at-home orders are in effect in most states, and many communities are looking to slowly reopen businesses, retail and medical offices. We understand the impact this pandemic has on so many families and businesses.

In our, we announced our plans to suspend cancellations of all policies due to non-payment of premium until May 1, 2020. Due to the continued hardships many still face, we will extend the suspension beyond the initial date of May 1. Again, this is not a waiver of payments due during the suspension period, but an extension or grace period for premium payments during this time. We will also continue to comply with orders from each state’s department of insurance.

Commercial lines and workers’ compensation policies 
Commercial lines and workers’ compensation will extend the suspension period through May 15, unless state-specific mandates require a different date. West Virginia is extended through May 24, and Indiana is extended through May 25.

Read our March 20 communication for additional details from each line of business.

After the suspension period ends, we will release the cancellation holds and spread past-due amounts over remaining installments.

To best align the premium due with wages paid, adjust the estimated wages on workers’ compensation policies prior to the recalculation. Encova will exclude payroll on paid furloughed employees if the insured continues to pay their employees who are not working. Your underwriter can assist with this process.

Personal lines policies 
Personal lines will extend the suspension period to May 29. As communicated last month, directly impacted policyholders whose policies are canceled for non-payment of premium during this time should contact their agent to have their policy reinstated without a lapse in coverage.

Life policies 
Motorists Life will extend the suspension period through May 15. Policyholders will continue to receive invoices and any outstanding amounts due will be included. If policyholders are on an automated payment plan, their payment will continue to process as normal.

If any of your policyholders have difficulty making an insurance premium payment after this period, please call us directly to discuss payment options.

• For commercial lines or personal lines policies underwritten by any of our companies, call 800-876-6642.
• For workers' compensation policies, call 866-452-7425.
• For Motorists Life policies, call 888-876-6542.

During a time when peace of mind is a challenge, we want to relieve at least one burden. We appreciate your patience and support and will continue to be your trusted partner during this unprecedented time. We are all in this together.

Visit our agency resources page for our past communications related to COVID-19. If you have questions, contact your agency manager.

SUPPORTING OUR POLICYHOLDERS AND COMMUNITIES DURING COVID-19

During this uncertain time, we are inspired by those on the frontlines of our communities: health care workers, government employees and nonprofits serving our community members who are facing hardships and food insecurity. When peace of mind is hard to come by, we're doing what we can to support our policyholders and our communities.  Read More

CYBERSCOUT PROVIDES COVID-19 RESOURCES FOR COMMERCIAL POLICYHOLDERS
Encova is proud to partner with CyberScout for commercial policyholders. As an organization dedicated to protecting your business's identity, data and reputation, CyberScout is here to offer you cybersecurity through the COVID-19 pandemic.

NEW PERSONAL LINES SOLUTION LAUNCHING SOON IN INDIANA
This summer, personal lines agents in Indiana will have the first look at our new personal lines solution. Through our state-of-the-art agent portal with an edgy name (stay tuned for the big reveal!) you will be able to easily quote and write business online, in addition to gaining access to marketing materials for our innovative new products.

ACCOUNT MANAGER/CSR TRAINING COMING UP
Next month, Encova and Oceanus Partners will host Account Manager/CSR Training, Elevation 2020: Empowering Account Managers and CSRs to Address Employer Risks. In this training, agency staff will learn how to adapt to the ever-changing industry and identify and address risks their clients are facing.

MAKE YOUR WORK-FROM-HOME SPACE MORE ERGONOMIC
While many of you and your policyholders adjust to working from home, here are a few simple tips to help make your workspace safer and more comfortable.

ENJOY SPRING TRAINING IN SCOTTSDALE DURING THE 2021 LEADERS CONFERENCE
If you’re missing your favorite sports due to COVID-19-related cancellations, look ahead to the 2021 Leaders Conference and dream of watching your favorite baseball team at spring training.

NEW SECURITY FEATURE FOR COMMERCIAL LINES AGENTS LAUNCHED APRIL 4
As part of our continued effort to provide you with the most advanced technology and customer service, we have developed a new, more secure way for commercial lines agents to access the Motorists Insurance agent portal.

WATCH HOW WHOLE LIFE INSURANCE SAVED ONE MAN’S BUSINESS
It’s impossible to predict the future. And when times are uncertain financially, whole life insurance can protect you, your family and your business from devastating loss.

JOIN OUR EMAIL LIST
Other members of your agency can receive The Loop. It’s easy to complete our email sign-up form to stay in the know and reduce the amount of forwarding to coworkers you have to do. Sign up here.

(2020-04-13)

Policy credit for personal auto insurance

As part of our ongoing efforts to assist our policyholders during this unprecedented time, we will issue a 15% policy credit to more than 80,000 personal auto policyholders for the months of April and May who remain insured as of May 31, 2020.

As you have probably seen and witnessed, data trends show that as fewer vehicles are on the road due to the suspension of nonessential travel, fewer accidents are occurring. Therefore, we felt this was the right decision to make.

We are committed to our associates, agents and policyholders by making responsible decisions during this challenging time.

No additional action is required by policyholders to receive credit. Credit will be applied directly to their bill, or if a policyholder has already paid in full, they will be issued a check. Credits are subject to regulatory approval. In addition, we remain committed to you, and this will not impact your agent commissions.

As we continue to make decisions and provide relief, we will keep you informed. To see our past communications surrounding this pandemic, visit our COVID-19 agency resources page.

We value and appreciate your continued partnership.

(2020-04-10)

Our commercial vacancy clause in commercial property and businessowners policies

Encova Insurance continues to monitor developments related to COVID-19. Due to government orders in many states, businesses have been required to cease or reduce operations to achieve social distancing. We want to provide clarity on the vacancy condition in a commercial property or businessowners policy.

In most instances of government-ordered business closures or reduced operations during COVID-19, the building is still rented, used or has business personal property inside, and the space is ready to resume operations when the order is lifted. In these situations the buildings are not considered vacant, and buildings under construction or renovation are also not considered vacant.

Coverage applicability depends on the facts and circumstances at the time of loss. If your insured encounters a unique situation regarding vacancy during this challenging time, please contact your agency manager.

Share these tips with your policyholders to help them protect their building and property during this time.

(2020-04-02)

Support for restaurant owners
Encova Insurance is happy to offer an insurance solution for our insureds who are no longer allowed to offer on-premises dining in their restaurants to prevent the spread of the coronavirus.

For a business that does not normally offer delivery, we encourage the use of a third-party delivery company, such as UberEats, GrubHub or DoorDash, to reach customers while limiting additional risk to their own business.

For our insured restaurants that need to offer food delivery services and currently have existing gaps in their commercial auto coverage form, we will provide the hired non-owned auto endorsement to address this gap on a temporary basis.

We will extend this coverage for no additional premium for the period in which the insured restaurant is subject to the government mandate to cease on-premises dining operations or until June 30, 2020, whichever comes first. However, if the insured plans to deliver alcoholic beverages, please contact your underwriter, as this exposure will need to be underwritten and priced accordingly.

The coverage afforded by the hired non-owned auto endorsement:

• Will not apply to restaurants that primarily serve pizza - if a pizza delivery establishment is looking for hired and non-owned auto coverage, Encova Insurance Agency (formerly MCM Agency) can help provide solutions. Contact Tony King for more information.
• Is subject to the liability limits in the restaurant’s commercial auto policy or the general liability/businessowners policy if the insured does not have a commercial auto policy
• Will not include coverage for hired non-owned auto coverage in any umbrella or excess coverage
• Is in excess of an employee’s personal auto policy
• Covers the named insured’s liability, but not comprehensive or collision losses to an employee’s vehicle

In the event of a loss, we will attach one of the following three endorsements to the insured restaurant’s policy. If the insured restaurant already has a commercial auto policy, the first endorsement will be attached to this policy and the commercial umbrella, if applicable. If the insured restaurant does not have a commercial auto policy, we will attach the second or third endorsement to this policy and the commercial umbrella, if applicable:

• Business auto – temporary hired non-owned auto extension
• General liability – temporary hired non-owned auto extension
• Businessowners – temporary hired non-owned auto extension

To protect an insured restaurant's increased exposure while providing delivery services, please see the additional information linked below.

• Encova Delivery Guidance and Driver Authorization
• EPA-approved disinfectants to use against COVID-19
• National Restaurant Association guidance
• Occupational Safety and Health Administration (OSHA)/control and prevention of COVID-19
  
  

 (2020-03-20)

Support for policyholders affected by COVID-19

As we continue to monitor and make decisions based on the most current information from the Centers for Disease Control and Prevention, the departments of health in our respective states, as well as the governors in each of these states, we know there are policyholders who have been financially impacted by the many changes due to COVID-19.

Effective immediately, we are suspending cancellations of policies due to non-payment of premium for those directly impacted by the circumstances surrounding COVID-19. This suspension will go through May 1, unless state-specific mandates require a different date. This is not a waiver of payments due during the suspension period, but an extension or grace period for premium payments for those directly impacted by the circumstances surrounding COVID-19.

Additional details per line of business:

Motorists Life policies
Policyholders will continue to receive invoices, and any outstanding amounts due will be included. If policyholders are set up on an automated payment plan, their payment will continue to process as normal.

Commercial lines policies
Policyholders will continue to receive invoices, and any outstanding amounts due will be included. If policyholders are set up on an automated payment plan, their payment will continue to process as normal.

Please note that Motorists Mutual commercial policyholders that have not yet converted to Motorists Insurance will receive a non-cancellation or late pay notice, but their policy will not be canceled during this timeframe.

Workers’ compensation policies
Policyholders will continue to receive invoices, and any outstanding amounts due will be included. If policyholders are set up on an automated payment plan, their payment will continue to process as normal unless we’re contacted.

If payrolls need to be reduced as a result of circumstances surrounding COVID-19, please call your underwriter and we will work with you to adjust payrolls as appropriate.

Personal lines policies
Policyholders directly impacted who have policies that are canceled for non-payment of premium during this timeframe will be reinstated without a lapse in coverage.

If any of your policyholders who are financially impacted by COVID-19 are having difficulty making an insurance premium payment, please call us directly:

• For Motorists Life policies, call 888-876-6542
• For commercial lines or personal lines policies underwritten by any of our companies, call 800-876-6642
• For workers' compensation policies, call 866-452-7425

We are prepared to work with these policyholders to meet their needs. During a time when peace of mind may be slim, we want to help ensure at least one burden is relieved. Our team will work with you and your policyholders to discuss financial options.

Our thoughts continue to be with you, your policyholders and the communities we serve, and we hope you are safe and healthy. We appreciate your patience and support, and we will continue to do whatever we can to be your trusted partner during these unprecedented times.

Contact your agency manager if you have questions.

(2020-03-18)

Business income coverage and COVID-19

With the evolving and significant changes happening in the world around the coronavirus and its impact on commercial insureds, we have received a number of questions from our agents regarding business income coverage.

Designed to protect a business in the event of an interruption in operations caused by a physical loss that results in financial downturn, business income coverage serves to cover the period of time it takes to rebuild, repair or replace damaged property. Requirements for the coverage to trigger vary across insurance carriers. Additionally, each state has its own department of insurance that governs what is acceptable insurance language which can cause variations from state to state.

Encova Insurance incorporates approved Insurance Services Office (ISO) policy terms and conditions. Following ISO, the business income insuring agreement requires a covered cause of loss that causes direct physical loss of, or damage to, the property at the described premises. The cause of loss must also cause a necessary interruption of operations that results in business income loss. The following are the forms we use that provide business income coverage.

Form number Form name
BP 00 03 Businessowners Coverage Form
BP 71 00 Motorists Select Businessowners Special Property Coverage Form
CM 70 71 Select Contractors Endorsement
CP 00 30 Business Income Coverage (With Extra Expense)
CP 00 32 Business Income Coverage (Without Extra Expense)
CP 70 12 Select Self-Storage Facility Endorsement
CP 70 22 Select Property Endorsement
CP 70 29 Select Property Plus Endorsement
CP 70 38 Select Light Manufacturing Endorsement
CP 7033 Business Income with Actual Loss Sustained
CP CW CP0001 MiChoice Property Guard
CP CW CP0002 MiChoice Property Defender
CP CW CP0003 MiChoice Property Protector
CP CW CT0001 MiChoice Contractor Property Defender
CP CW CT0002 MiChoice Contractor Property Protector 
CP CW CW0001 MiChoice Car Wash Commercial Property
CP CW MG0001 Electronic Data Processing Coverage Form
CP CW MG0006 Business Income Actual Loss Sustained
CP CW MN0001 MiChoice Manufacturing Commercial Property
CP CW MN0002 MiChoice Manufacturing Commercial Property Guard 
CP CW MN0003 MiChoice Manufacturing Commercial Property Defender 
CP CW MS0002 MiChoice Machine Shop Commercial Property Defender 
CP CW MS0002 MiChoice Machine Shop Commercial Property Guard 
CP CW RT0001 MiChoice Restaurant Commercial Property
CP CW SS0001 MiChoice Self-Storage Endorsement 
CP CW WH0001 MiChoice Wholesaler Commercial Property
IL 70 22 Building Service Contractor Coverage Extension Endorsement 
IL 70 41 Select Wholesalers Endorsement
IL 70 42 Select Restaurant Endorsement 

(Download this table)

Without a direct physical loss, business income coverage will not be triggered. There will also not be a period of restoration of property to determine business income loss.

In addition to the terms of business income coverage, policies include Exclusion of Loss Due To Virus or Bacteria (form numbers CP0140 or CP7140), which exclude commercial property losses resulting from any virus, bacterium or other micro-organism that induces or is capable of inducing physical distress, illness or disease. Form number CP0140 is found on newer Motorists Insurance policies. Form number CP7140 appears on older legacy system policies. These endorsements have been used since they were issued and filed by ISO several years ago.

With any claim, policy wording and the specific trigger driving losses determine the applicability of coverage. If a formal property business income claim is filed, it will be adjusted on the applicable policy wording and specific details driving the loss.

Encova is committed to supporting you through the challenges of the coronavirus. We will continue to monitor the evolving situation and work with your teams through this uncertain time.

For more information about ISO, click here.

Contact your agency manager with questions.

(2020-03-17)

As we continue to monitor the developments of the coronavirus (COVID-19) and follow the Centers for Disease Control and Prevention updates, we have made the decision for most Encova Insurance associates to work from home. This decision was made with your health and our associates’ health in mind.

Encova associates began working remotely today, March 17, and will continue to do so through Friday, April 10, although this date is subject to change. This should not result in any service interruptions, and we remain committed to providing you the high level of support you’re accustomed to, both as an organization and at the individual level. Your agency manager remains your primary Encova contact and will continue to support you as expected.

Our thoughts are with you, our policyholders and all the communities we serve during this time, and we hope you are safe and healthy. As promised, we will continue to evaluate our business continuity plans and will share any potential impact with you in a timely manner.

(2020-03-16)
Following and preparing for COVID-19

We continue to monitor the developments of the coronavirus (COVID-19) and are taking measures to ensure the service provided to you and your policyholders remains at the high level you value and expect. While COVID-19 has not impacted our business operations, tomorrow, March 13, many of our associates will work from home to validate our remote and virtual capabilities.

We do not anticipate any service interruptions and will continue to provide you with excellent support. We are continually evaluating our business continuity plans to prepare for any potential impact.

First Insurance Funding

(2020-04-01)

I hope this note finds you and your family doing well as can be during this unprecedented time. We want you to know that First Insurance Funding has their business continuity plan in place. We are confident that the Alera partners will not experience any service disruptions. During this difficult time, many small businesses will have cash flow concerns and we are prepared to assist all businesses with their premium finance needs.

While many people are working from home, our eComplete tool will provide a seamless solution for your insureds Premium finance needs. This feature will allow your insureds to make payments and sign the premium finance agreements electronically. Flagship and GCG have already added this feature to their program and their insureds are pleased with our product.

Amid the uncertainty and business disruption of COVID-19, we have also included information regarding payment concerns for your clients facing financial hardship.(see links in 2020-04-01 post below)

(2020-04-01)

Thank you for being a valued partner. Everyone at FIRST Insurance Funding hopes you, your family, and your teammates are safe and well during this unprecedented time.

We understand you have concerns about your insureds that are facing financial hardship. We are committed to providing insureds flexibility and options.

We have created two tools for your agency to use for handling payment concerns during COVID-19.

FIRST FLEXIBILITY & PAYMENT OPTIONS DURING COVID-19 SUMMARY
This summary goes into more specific details for your brokers and members of your management team about what we are doing to assist insureds.
Click here to read, print, or download.

FIRST PREMIUM FINANCE PAYMENT CONCERNS DURING COVID-19
This document is a great training tool for your CSRs and includes directions for monitoring your portfolio of accounts for cancellation in FIRST InSite.
Click here to read, print, or download.

We encourage you to distribute these tools widely throughout your agency. You have our express permission to post this on your intranet, in a company newsletter, email to your employees, or in any other ways that will assist your agency.

We have a team of Asset Management professionals working exclusively with insureds on a daily basis to find payment solutions and help them stay covered. You can email them directly at firstresponse@firstinsurancefunding.com

We are dedicated to our agency partners and insureds and to providing the best-in-class customer service we are known for, while keeping everyone safe and healthy. Please do not hesitate to contact us if we can help you during this challenging time.

(2020-03-24)

I hope this email finds you well. I wanted to reach out to let you know that FIRST is well equipped to continue to provide exceptional service to your offices. We’ve been operating from our homes for over a week and have redundant systems in place for payment collections and other critical functions. Check out our video on LinkedIn if you have a chance to see some of our team members in action as we adjust to this new normal of working from home. https://www.linkedin.com/posts/first-insurance-funding_working-from-home-with-first-activity-6646150836303081472-c1rb.

In these trying times, we anticipate premium financing to be an even more valuable tool for your team. Our e-Complete system is especially helpful during this time as it allows electronic down payment collection and agreement signatures. I am attaching a co-branded marketing piece regarding the benefits and features of premium finance that can be sent out to your insureds.

Also, we know you are concerned about keeping your insureds protected. We appreciate that many businesses will face financial hardship as a result of COVID-19 and we want to partner with you to help them avoid cancellation. The attached “Payment Concerns” PDF can be shared with your teams that handle premium financing.

As this situation evolves, so too will our response. We truly are in this together!

[These materials are available in the P&C Filing Cabinet:]

Keep Calm and Use Premium Finance_Alera

FIRST Premium Finance Payment Concerns During COVID-19

Hanover

(2020-04-10)

Hanover

Delivering on our promises. Being there when it matters most.

At The Hanover, we have been doing this for generations, working in partnership with you and all of our agent partners, to provide innovative insurance solutions that meet our customer's changing needs.

With so many of our customers feeling stress and financial pressure related to the current public health crisis, we are committed to do what we can to help them manage through these difficult times.

With this in mind, early this afternoon, we will announce our intention to introduce several relief efforts, including:

• Returning 15% of April and May auto premiums to personal lines customers through The Hanover CARES Refund. This will not impact commission payments to your agency
  Offering flexibility on bill payment options for those experiencing financial hardship, without any penalties and fees, including placing a 60-day hold on cancellations and non-renewals for non-payment
  
  
• Extending personal auto coverage to individuals delivering food, medicine and other essential goods at no additional charge
  
  
• Considering a covered premises as "occupied" while mandatory closures are in effect, addressing concerns with vacancy clauses
  
  
• Waiving the limit on additional living expenses for homeowners who are forced from their homes following covered losses, such as a fire, to pay for delayed repairs and the added costs associated with temporary living arrangements
  
  
• Extending the number of days we will reimburse a customer for a rental car if an insured’s vehicle is in the shop and cannot be repaired or returned
  
  Accelerating the release of your commission payments to assist with cashflow as part of enhancements to our commission system.

These steps are designed with you and your customers in mind. Additionally, our agent COVID-19 resource center offers more details about these and other actions we are taking.

Together, we will weather this storm
The governmental stay-at-home orders have resulted in fewer drivers on the road and, in turn, fewer accidents. We look forward to a time soon when we see a decline in the spread of the virus. Please know that our teams have two priorities right now – responsibly responding to the coronavirus pandemic in a timely manner and planning how we will help you get back to business quickly when this is over.

Our company and our industry have a long history of weathering storms and emerging stronger. The coronavirus pandemic will test us for sure, but at The Hanover, we are confident that, together, we will get through this time.

(2020-03-23)

We're here for you
We know that over the past week you have been focusing on the health and well-being of your employees and families, while also working in new ways to support your customers in this unprecedented time. It’s been a whirlwind to say the least. We have been so impressed by how all of our agent partners have taken on the challenges and disruptions the coronavirus (COVID-19) is causing.

We also recognize that you have been dealing with questions that your customers have about how COVID-19 will impact their insurance coverage. And, you need answers from us on how to address these concerns.

New COVID-19 agent resource center
Given that local, state and federal government recommendations and requirements are changing rapidly, we have created our COVID-19 agent resource center so you’ll have the latest information from us at the ready.

In the center, you’ll find extensive FAQs about our business practices during the outbreak, important messages from our leadership team, details about our self-service options and more.

Throughout the outbreak we will update the information in our resource center as quickly as we have answers to new questions and circumstances that arise.

Connecting with customers
We also want to let you know that later this week we will reach out to all Personal Lines and Commercial Lines and Specialty customers who have provided us with an email address. Our note will remind them of our self-service options and let them know we have a COVID-19 information page on hanover.com that answers many of the questions that have come in from customers.

We hope our communications result in fewer calls to you and your staff as we know you are managing many priorities right now.

Thank you
We are so grateful for all you are doing to support our mutual customers during this uncertain time. We know there are long days ahead of us as we all work to minimize the spread of the virus and continue to provide outstanding service to you and customers. Please know our local and corporate teams are ready to assist you. Stay safe. Stay well.

(2020-03-16)

I hope this note finds you, your colleagues and your family healthy and safe in this remarkable time. With each passing day, we learn more and more about the Coronavirus (COVID-19) outbreak. With health and safety as our top priority, we’re sharing the actions we’re taking to promote the well-being of our employees and agent partners.

Open for business
Please know, we are open for business and available to you, your staff and our customers. Should an office need to close as a precaution or as part of an outbreak, we have plans in place for our teams to work remotely. In fact, more than 95% of our frontline service representatives are fully set up with work-from-home capabilities. We are also able to route calls to other locations to minimize business interruption.

If you are contracted with our Customer Service Center (CSC), please read this message regarding our CSC operations.

Virtual collaboration
In keeping with recommendations from the Centers for Disease Control and Prevention (CDC) to practice social distancing to help contain the virus, we are:

• Recommending our employees conduct all meetings via phone, video conferencing and other virtual engagement tools
• Canceling or rescheduling company events that bring together large groups (25+ people)
• Stopping and rescheduling all non-essential business travel
• When possible and appropriate, offering customers who wish to limit contact alternative ways to manage claims, including providing photos and video of damage

Agile decision-making
As the COVID-19 outbreak brings us into uncharted territory, we are committed to doing our part to mitigate risk and minimize the spread of the virus.

We are closely and continually monitoring developments and are prepared to act quickly to take additional safety precautions as needed, or as requested by our local, state and federal governments. Should this be necessary, we’ll communicate with you as quickly as possible about steps that may impact day-to-day business operations.

Coverage and claims questions
We've received numerous questions about coverage, claims and COVID-19, so we’re providing some direction in our frequently asked questions. As always, each situation is unique and assessed individually in accordance to the protection package in place.

Stay well
We thank you for your understanding and partnership. We hope your agency and local community will not be greatly affected by the virus. Should you have questions about our plans, please reach out to your local Hanover representative.

Hartford

(2020-08-03)

COVID-19: Change to Waiver of Vacancy Provisions for Commercial Lines Policyholders

As states across the country have begun their phased reopening efforts, The Hartford has continued to adjust our stance on various policyholder accommodations.

The Hartford's commercial property insurance policies generally include provisions that remove or reduce certain coverages if a property has been vacant for more than 60 consecutive days prior to the loss. On April 17, 2020, we notified our producers that we were suspending enforcement of our vacancy conditions for buildings that were not vacant before a state closure order was issued, and we would provide at least 14 days’ notice of a change to that accommodation.

Beginning on September 1, 2020, we will resume applying vacancy conditions in our commercial property policies. Vacancy conditions will apply if a building (or the area rented by a tenant) remains vacant, as defined in the policy, for more than 60 consecutive days beginning on or after September 1, 2020.

We’ve developed a variety of resources to assist businesses when they are closed and as they begin to reopen. Feel free to share these tools with your clients:

• Reopening Idle Facilities and Restarting Operations
• Reopening Checklist
• Cleaning and Disinfecting Facilities
• Tips to Keep Drivers Safe as States Reopen
• Reopening Resources by Industry
• Protecting Your Business During a State-Mandated Lockdown
• Protecting Idle Construction Sites

Thank you for continuing to trust The Hartford.

NOTE TO AGENT: If you have notified any customers of The Hartford’s Limited Vacancy Waiver initially communicated in April 2020, please notify these same policyholders of this communication regarding the end of this temporary accommodation.

(2020-05-29

Since the beginning of the COVID-19 pandemic, The Hanover has proactively worked to assist customers during these difficult times – and we will continue to work with those who reach out to us.

Schedule for resuming nonpayment cancellation practices
With states reopening and the expiration of state mandates, we’re writing to let you know that we will be lifting our cancellation moratorium. We will return to our regular cancellation practices as follows. As we lift the hold, there will be a three-day grace period. If you have agency billed policies, we request that you initiate cancellation for past-due Hanover accounts in accordance with this schedule. 
 
State                                  Date regular cancellation practices will resume
Most states                      June 1
New York                          June 1
Most states                      June 6
Massachusetts               June 12
Michigan                          June 12
Missouri                           June 15
Arkansas                          June 19
California                          July 14
New Mexico                     To be announced when non-cancellation orders are lifted
Washington, D.C.             To be announced when non-cancellation orders are lifted

If you wish to view a list of customers who have received an intent to cancel, please go to TAP and generate an activity report.

Support for those facing financial challenges
We recognize that some policyholders continue to face financial hardship. That is why we remain committed to finding appropriate solutions for customers who contact us. Our COVID-19 resource center provides more information about our billing practices, as well as helpful tips on how to reopen safely.

As we continue to emerge from shutdowns and stay-at-home orders, we hope you, your family and colleagues remain well. If you have any questions, please contact our agency support teams. 
 
Personal Lines
800-922-8427
agencysupport@hanover.com

Commercial Lines
800-626-6601
CLbilling@hanover.com

(2020-05-22)

First and foremost, we hope this email finds you well.

At the height of the crisis in March, we suspended late fees and cancellations for non-payment until May 31, 2020. In most states that grace period will come to an end with June invoices. As always, we will continue to comply with directives issued by state departments of insurance.

As we are approaching the end of the billing moratorium, I wanted to reach out to you to remind you of a few important points previously communicated by The Hartford's President, Doug Elliot.

The Hartford will not hold producers responsible for uncollected earned premium on agency-billed business that accrues during the moratorium period, provided the following:

• You must proactively request cancellation for nonpayment on all unpaid policies on or before expiration of The Hartford's moratorium or the state's moratorium, whichever is longer. We will initiate cancellation on any policy for which an installment has been subtracted from the producer's account statement unless you tell us otherwise or engage in new payment plan options before expiration of the moratorium.
• You must notify us within 45 days after the cancellation date of the policy of your inability to collect the full balance due and the amount of the outstanding balance owed.

A copy of Doug Elliot's communication can be found on the Electronic Business Center website https://ebc.thehartford.com. For assistance please call 1-877-322-4833.

(2020-04-17)

Valued Partners,

First and foremost, as the COVID-19 pandemic continues to dominate headlines and impact communities and businesses, we hope this message finds you, your families and your colleagues still safe and healthy. It's hard to believe we are well into our fifth week of remote work here at The Hartford – and yet as we've heard from many of you, we're all settling into a routine of this "new normal" and continuing to put our relationships first. We continue to be grateful for all of the essential workers on the front lines confronting this challenge and for our partnership with all of you. We're truly in this together, for as long as it takes.

We know your clients are continuing to depend on you for the most up-to-date information, and we remain committed to assuring you that we are doing all that we can to be of service. We've updated our FAQs to provide the most current information on the steps we're taking to help our shared customers. Below is some new information to assist you in understanding what you can expect from us:

• Premium billing: We will continue to help your personal and commercial lines customers who are having financial difficulty because of COVID-19. The Hartford will now be suspending cancellations for non-payment until May 31, 2020, and we will not be assessing late fees for premiums due on or before that date. You can contact the applicable service area (listed in the FAQ document linked in the paragraph above) for help with billing or payments issues. If your customers contact us directly, we will provide assistance. As always, we continue to comply with directives issued by state departments of insurance.
  
  
• Agency billing: We understand that the COVID-19 crisis may result in premium payment lapses by policyholders to producers. The Hartford expects our agents to continue their normal collection responsibility and follow the requirements of our process. When needed, The Hartford is working to address specific customer nonpayment issues by providing relief for our agents/brokers during the moratorium period. You can view specific details here.
  
  
• Vacant property coverage: The Hartford's commercial property insurance policies generally include provisions, which limit coverage for loss occurring to a property that has been vacant for more than 60 consecutive days prior to the loss. We will not consider property vacant if the property became unoccupied after a closure order was issued in the applicable state. You can view specific details here along with tips on reducing the risk of loss during a vacancy.
  
  
• COVID-19 Personal Auto Payback Plan: We will be issuing a 15 percent refund on two months' worth of premium for all customers with an in force personal auto policy as of April 1, 2020. We plan to issue payments to customers either by check or direct deposit into the billing account on record. Customers do not need to take any action to receive this credit. You can view the announcement here.

Our experienced team remains available and ready to assist you with the flexibility you require during this unprecedented time. Please reach out to us at any time with questions or concerns. We appreciate your partnership.

(2020-03-27)

Update from The Hartford: COVID-19

First and foremost, we hope this message finds you and your loved ones healthy and safe.

We want to thank you for having your policy with The Hartford. We are staffed and ready to help your agent serve your small business now and through the coming days as our country fights to reduce the spread of COVID-19. We are all inspired by the stories we are hearing about the strength, creativity, generosity and perseverance of every small business owner.

As it relates to insurance policies, here are some important facts and resources:

• Speed and Ease with Digital Service - Our website is the fastest and easiest way for you to view your policy, make adjustments or get a certificate of insurance. Visit business.thehartford.com to access or register for online service.
• Billing plans – We are ready to help with your individual situation. We have a number of options to assist you including payroll billing and credit card payments. In addition, we have suspended cancellations for non-payment until May 1, 2020 and we will not be assessing late fees for premiums due on or before May 1, 2020. If you need assistance, visit business.thehartford.com or call The Hartford at 1-866-467-8730.
  
  
• Business Interruption Coverage – Business interruption coverage covers losses that result from direct physical loss to property. Generally, a virus doesn’t cause physical loss to property, but every situation will be looked into on a case-by-case basis. We encourage you to review your specific policy language.
  
  
• Workers’ Compensation Coverage – Workers’ compensation coverage generally applies if the employee was injured or became ill because of the type of job they have and in the course of performing that job. Every state has its own workers' compensation insurance laws and regulations that govern the coverage available.
  
  
• Claims - Every situation will be evaluated on a case-by-case basis. If you believe you have had a loss, file a claim by calling 1-800-327-3636 or visit www.thehartford.com/claims. Please use the online portal for fastest service.
  
  
• Annual Premium Audit - If you have a policy that is subject to an annual premium audit, we will be flexible with respect to the completion of final audits, non-compliance notices and making your final premium audit payment. Contact The Hartford at 1-866-467-8730

As the federal government and states implement new regulations, and as the situation develops, we will adjust our approach wherever needed.

In an effort to support your business and the sale of the products and services you offer, we would like to call your attention to kabbage.com/helpsmallbusiness. Through this website, small businesses are able to register and become searchable for people who wish to buy products, services or gift certificates. This can be an effective way to create revenue now.

You can find updates here as more information becomes available. These are challenging times and we look forward to getting through this with you.

(2020-03-23)

COVID-19: The Hartford's Response
During these unprecedented times, we hope you, your families and your employees are healthy and safe. The global pandemic we face has impacted communities, businesses, employees and customers, sometimes in heartbreaking ways. Sadly, it appears this will continue for at least some time. Our thoughts go out to everyone directly and indirectly dealing with health issues related to COVID-19. And our deepest thanks go out to those healthcare professionals and others working hard, and risking their health and livelihoods to help confront this challenge head on.

That thanks includes our incredible distribution partners like all of you who are also on the front lines of this fight. You see firsthand how this pandemic has affected customers, and are doing whatever you can to help them. You're amazing: We deeply appreciate the work you do. Please know that we will do all we can in the weeks and months ahead to help you continue this important work. In addition, we will do all we can to stay close and connected as we help you and our shared customers. Just as they depend on you, you can depend on us.

We have created this document to provide you with more details on exactly what you can expect from us and the steps we are taking to help our shared customers during this crisis. Here are some of the highlights:

• Business resiliency: We took quick and appropriate action to help ensure the health and safety of our employees, business and communities. Throughout this crisis, we have been 100% operational and last week more than 95% of our employees were able to work remotely.
  
  
• Billing grace period: We will help your personal and commercial lines customers who are having financial difficulty because of COVID-19. You can contact the applicable service area (listed in the attached document) for help with billing or payments issues. If your customers contact us directly, we will provide assistance.
  
  
• We will be suspending cancellations for non- payment until May 1, 2020, and we will not be assessing late fees for premiums due on or before May 1, 2020.
  
  
  • We hope this grace period will help give customers the breathing room they need to weather this crisis. We will revisit and timely consider this suspension based on the facts and circumstances that develop over the next five weeks.
    
    
  • We will also continue to comply with any directives issued by state departments of insurance on billing issues.
    
    
  • Additional flexibility: We will be flexible with our premium audit and policy renewal processes to help ease the burden that can come with needing to manage through a challenge like the one we're currently facing. We're willing to work with you – you tell us what you need.

I have total confidence in The Hartford's ability to meet this challenge. We have a deeply experienced team who are among the best in the industry at what they do. We've spent more than 200 years helping customers to survive and thrive through difficult times like these. This is why we exist.

On behalf of myself, and our 19,000 employees, I want to thank you for your continued commitment, tenacity and will to push forward. We will get through this together.

Best regards,
President, The Hartford

Hospitality

(2020-04-20)

[Shared by Kerri Rego in summary format]

• Extended its liquor liability to cover exposure of off premises sales of wine and malt beverages

ICW

(2020-06-10)

Later today we'll be sending our policyholders in California the following information regarding their premiums:

Dear Valued Policyholder,

We hope you are doing well and staying safe.

In response to COVID-19, we want to make sure you’re fully aware of the process for making payroll changes so your policy accurately reflects your current premium.

• If you are on a stipulated pay plan, please notify your agent if you believe your payroll estimates need to be adjusted due to COVID-19.
  
  
• If you are on Payroll Reporting (i.e. via our PayPro system), please be sure to accurately report your monthly payroll figures so the premium being calculated will correctly reflect your current operations.
  
  
• It’s important that any changes in your payroll due to COVID-19 are documented fully in your records.

Taking these steps will ensure your premium payments accurately reflect the changes in your payroll. If you have any questions regarding the above information, please contact your agent or email us at paypro@icwgroup.com.

(2020-05-27)

Later today ICW Group will be sending the following email to our New Jersey policyholders regarding recent NJCRIB rule changes due to Covid-19.

Dear Valued Policyholder,

We hope you are doing well and staying safe.

In response to COVID-19, and in accordance with recent changes made by the New Jersey Compensation Rating & Inspection Bureau (NJCRIB) and approved by the New Jersey Commissioner of Banking and Insurance, please note the following as it relates to your workers’ compensation policy.

• If you are on a stipulated pay plan, please notify your agent if you believe your payroll estimates need to be adjusted due to COVID-19.
  
  
• If you are on Payroll Reporting (i.e. via our PayPro system), please be sure to accurately report your monthly payroll figures so the premium being calculated will correctly reflect your current operations.

NJCRIB Rule Changes
Please note the following NJCRIB rule changes that have been adopted by the commissioner and will be adhered to by ICW Group:

• COVID-19 claims will not be included in Experience Rating calculations.
  
  
• Payroll for employees who are being paid while not working will not be included in premium calculations for policies in effect on or after March 21, 2020. This will remain in effect until 45 days after the Stay-At-Home order is lifted.
  
  
• 8810 Clerical Class Code can be used for employees who have been temporarily re-assigned to clerical duties and/or a clerical environment for policies in effect on or after March 21, 2020. This will remain in effect until 45 days after the Stay-At-Home order is lifted. Please follow these reporting guidelines:
  
  
  • Report the payroll directly in Class Code 8810. Payroll records must be documented to show the time period the employee worked in this clerical class code.
    
    
  • Do not report payroll for those employees who are being paid while not working. However, please be sure to document these instances in your records.

If you have any questions regarding the above information, please contact your agent or email us at billingservices@icwgroup.com.

(2020-05-14)

Later today we'll be sending our policyholders the following information regarding the details and implications of California Governor Newsom's recently issued Executive Order on COVID-19 workers' compensation claims.

Dear Valued Policyholder,

As you are probably aware, California Governor Gavin Newsom issued an Executive Order on May 6 regarding COVID-19 workers’ compensation claims in California.

Under the order, any COVID-19 related illness of an employee is presumed to arise out of and in the course of the employment if the following applies:

• The employee has tested positive or been diagnosed within 14 days after performing labor or services.
  
  
• The labor or services must have been performed at the employee’s place of employment (work performed at home or residence does not apply).
  
  
• The labor or services must have been performed at the employer’s direction on or after March 19, 2020, and the date of injury must occur on or prior to July 5, 2020.
  
  
• There must be either a positive test or a diagnosis by a medical professional who holds a physician or surgeon license issued by the California Medical Board. The diagnosis must be confirmed by further testing within 30 days of the date of diagnosis.

Items Worth Noting

• There is no requirement that the worker be “essential” nor be part of “critical infrastructure.”
  
  
• The order alters how benefits are paid. For instance, an employee must exhaust all state and federal sick leave specific to COVID-19 before temporary disability benefits are paid and there is a 30-day deadline for making a compensability determination. There is also no waiting period for Temporary Total Disability benefits.
  
  
• The order creates a “rebuttable presumption,” meaning a claim can be rebutted by evidence that the employee developed his or her illness due to exposure outside of work, such as in the community or at home.

ICW Group believes this was an unfortunate development for California businesses because it will ultimately drive up the cost of workers’ compensation insurance. Our Claims Pandemic Response Team is here to help you navigate this challenge together and is committed to diligently investigating every COVID-19 claim to determine compensability.

Need Additional Information?
You can access additional COVID-19 information by visiting our special Coronavirus (COVID-19) Helpful Workers’ Compensation Resources website. Our Claims Pandemic Response Team can also be contacted for questions specific to work comp claims at 855.4.ICW.CLAIMS (855.442.9252) or via email.

We appreciate your partnership and will continue to share updates with you as they become available.

(2020-05-12)

Later today we'll be sending our policyholders the following information regarding California Assembly Bill 5 (AB5) and its implications on who is covered under your clients' work comp policies. 

California Assembly Bill 5 and Your Workers’ Compensation Insurance

Dear Valued Policyholder,

California Assembly Bill 5, also known as AB5, is now in effect for all CA policyholders and any employer with CA employees. Under the California Labor Code, the law establishes a new test to determine if a worker is an employee or an independent contractor. This means many workers you’ve previously considered independent contractors may now be considered employees, which impacts who you cover under your work comp policy.

While AB5 took effect January 1, 2020 for wage, hours and unemployment, on July 1, 2020, the law will apply to work comp coverage.

What you should know
Here's some important information! We’ve also created a helpful AB5 Resources page on our Policyholder Center where you can find more information on how this law impacts you.

• The New ABC Test - To qualify as an independent contractor, a worker must meet ALL three criteria under the new ABC test:
  • A. The worker is free from the control and direction of the hiring entity in connection with the performance of the work, both under the contract for the performance of the work, and in fact;
  • B. The worker performs work that is outside the usual course of the hiring entity’s business; and,
  • C. The worker is customarily engaged in an independently established trade, occupation, or business of the same nature as that involved in the work performed.
    
    
• Policies Impacted - The change is effective July 1, 2020 and affects all work comp policies – current inforce policies as well as new and renewal policies effective July 1 and later.
  
  
• Industry Exceptions - There are several exceptions built into AB5 (see labor.ca.gov, AB5 FAQ # 4). Those industries exempt from the ABC Test will continue to use the existing Borello test for determining whether or not the worker must be included under your work comp policy.
  
  
• Payroll Reporting - To avoid any unexpected premium charges on your Final Audit billing, you should report all payroll for individuals considered employees under AB5. If your policy is based on installment payments (not monthly payroll reporting), please contact your agent to make any necessary adjustments to your payroll estimates and installment payments.
  
  
• After 7/1/20, all payments to workers re-categorized from independent contractor to employee are considered payroll and are included in your workers’ comp premium.
  
  
• Policyholder Notice – Starting July 1, we will attach an AB5 Policyholder Notice to all current inforce policies as well as new and renewal policies effective July 1 and later.

We're here to help and ready to answer your AB5 questions at premiumaudit@icwgroup.com! You can also use our free HR OnDemand service for advice and guidance on the new law.

Please note 
To comply with the new law, a review of your General Ledger and Profit and Loss statements will be necessary and conducted as a regular part of your Final Audit.

(2020-04-24)

We hope you are well and staying healthy! Later today we'll be sending our policyholders in New Jersey the following information regarding the option to seek a 90-day grace period for workers' compensation premium payments.

In the wake of the Covid-19 pandemic, we understand you may have experienced unavoidable business challenges. In consultation with the Office of the Commissioner of the New Jersey Department of Banking and Insurance, we would like to advise you of your option to seek a 90-day grace period for your workers’ compensation premium payments. 

Payment Grace Period 
You may elect to begin this grace period April 1, 2020 (retroactively), or on May 1, 2020.

• During this extended grace period:

• We will not cancel your policy for non-payment of premium.
• We will also waive any late payment fees.  

• All accrued premiums are due at the end of this selected grace period. However, you have the option of paying this amount over the remainder of your policy term, or in 12 equal installments over 12 months.

Your Next Steps
If you decide to select this grace period option, please note the following:

• If you choose to begin your grace period on April 1 – no action is needed.
• If you wish to start your grace period on May 1, please contact us at BillingServices@icwgroup.com or 858.350.7262. You can also contact your agent.
• If you would like to pay your accrued premium over your policy's current term or over 12 months – please also contact us.

Please note: Regardless of whether we hear from you, we will not take any action to cancel your policy for non-payment of premium prior to June 30th, 2020.

Thank you for your continued business with us and we wish you well during these turbulent times.

(2020-04-09)

We hope you are staying safe and healthy! We're sending our policyholders the following information regarding the New Federal Law Alert Regarding Administration of Leaves and updates made to the coronavirus resources page on our Policyholder Center website.

On behalf of all of us at ICW Group, we hope this message finds you and your loved ones safe. While many of us adjust to our new work environments, rest assured ICW Group remains committed to meeting all of your work comp insurance needs.

New Federal Law Alert Regarding Administration of Leaves 
In case you missed the Department of Labor (DOL) recent bulletin, they've released additional information about the administration of leaves under the Families First Coronavirus Response Act (FFCRA). You can find answers to common questions on their Questions and Answers page.

Download a PDF of the “Employees Rights Poster” from our website, to share with your staff: icwgroup.com/COVID19. 

Covid-19 Resources Available for You
As a reminder, you can access helpful coronavirus workers' comp information on our Policyholder Center: Coronavirus (COVID-19): Helpful Workers’ Compensation Resources.

• Watch and share an on-demand webinar: “COVID-19, HR Guidance and Best Practices”.
• Find an entire FAQ section about work comp claims and workplace safety.
• View ICW Group’s customer communications concerning our response to coronavirus.
• Access helpful links to leading health organizations offering up-to-date information.

Get Expert Human Resources Advice with HR OnDemand
In times like these, you may have questions when it comes to managing your staff, remote or not. HR OnDemand is a great resource to help you through this crisis. And, it's free to all our policyholders. If you haven’t already, we encourage you to Register Today. It takes less than 1 minute to sign up!

(2020-03-25)

Dear Valued Partner,

We’ll be sending the below message to your ICW Group clients very soon. You may also find the HR OnDemand webinar useful for your own business.

The spread of the coronavirus (COVID-19) continues to have implications on our employees and daily operations. As businesses have moved to working remotely, many of us have questions and concerns on how this shift impacts our workforce.

Watch the COVID-19, HR Guidance and Best Practices Webinar

To help you navigate these uncharted waters, ICW Group is pleased to offer you a new on-demand webinar: COVID-19, HR Guidance and Best Practices, provided through HR OnDemand in partnership with ThinkHR. This webinar is open to everyone, whether or not you're registered for our free HR OnDemand service.

During this webinar, you'll learn about: Current Guidance from the CDC, Illness and Quarantine, The Families First Coronavirus Response Act (FFCRA), and Reducing Hours or Closing.

HR OnDemand Coronavirus (COVID-19) Resources

Log into HR OnDemand to find all Coronavirus (COVID-19) Resources, including:

• Families First Coronavirus Response Act (FFCRA)
• FFCRA Paid Sick Leave Policy Example
• Telecommuting Agreement
• Sample Work from Home Agreement
• Acknowledgment of Receipt for Company-issued Property
• And much more!!

Don't Have HR OnDemand Access?

As our policyholder, Register Today for this free service. It takes less than 2 minutes to sign up.

Call HR OnDemand to Get Immediate Answers

The hotline phone number is also available once you login. Here are just a few of the many questions that have been asked and answered in the last 2 days:

• "If our industry is considered essential, how do I handle employees who refuse to come in to work?"
• "Can you give me advice on the new Families First Coronavirus Response Act (FFCRA) and the paid sick leave policy?"
• “We have under 50 employees – who are non-exempt. How does the FFCRA impact us?"

We hope everyone stays safe,
ICW Group Insurance Companies

(2020-03-20)
Dear Valued Partner,

Our hearts go out to those impacted by the coronavirus (COVID-19), either directly or indirectly. Our concern for everyone's health and safety remains our top priority. We want to ensure the peace of mind of our customers and are fully committed to safeguarding their insurance coverage during this difficult period.

Non-Payment Cancellation Moratorium for All Policyholders
Effective immediately, we've enacted the following directives to help safeguard your ICW Group client's coverage, and will be notifying all policyholders:

• Moratorium on cancellations for any non-payment of premium notice issued on or after March 18, 2020, on any in-force policy. Additionally, no new notices will be issued to policyholders through June 1, 2020, or later if deemed reasonable.
• For states that have no moratoriums or a moratorium with a shorter timeframe, this notice is for all policyholders, regardless of those in states that haven't issued a moratorium as well as those that have issued a shorter moratorium timeframe.

Have Clients Take Advantage of our Free HR OnDemand
We encourage your clients to take advantage of our HR OnDemand free service for relevant communications, law alerts, guidance from the CDC, OSHA, EEOC and HHS, best practices on how to handle an infectious outbreak, and a sample communication to send to employees. You may also want to check out our Coronavirus (COVID-19) – Helpful Resources page for worker's compensation advice.

We're committed to supporting you during this challenging time. This complete announcement is available on the ICW Group website. If you have payment questions on behalf of your clients, contact your ICW Group business development underwriting or the Premium Payment team at 858.350.7262, or billingservices@icwgroup.com.

(2020-03-16)

All of us are closely monitoring the global spread of the coronavirus disease (COVID-19) and understand the concern and uncertainty you may be experiencing during this difficult time. Our primary focus continues to be the safety and well-being of our customers and team members.

We're Here To Help You

You can rest assured, we're prepared to support you and will continue to deliver the very best insurance experience, products and services.

Following the safety suggestions recommended for eliminating the spread of the virus, many of our team members will begin to work remotely. Over the last few years, your ICW Group team has worked hard to make sure that an event like this doesn't result in a disruption in your services. Our team members are located across time zones, ensuring there is no impact in our ability to serve you. As many of you are doing, we're limiting business travel and are taking other exposure precautions to keep everyone safe.

New Resource Area for Coronavirus Updates

Many of you have asked questions regarding the coronavirus impact on workers’ compensation. To find helpful answers, please visit the "Coronavirus (COVID-19) – Helpful Resources" page on ICW Group's Policyholder Center. This area includes workplace safety and claims FAQs, OSHA announcement links and other informative resources.

Since this is a rapidly changing situation, our resource page will be updated as more information becomes available. If you have any questions, please refer to this website or contact your ICW Group representative.

As always, we’re happy to help. Together, we'll get through this and we hope everyone remains safe!

Imperial PFS

(2020-03-30)

To our Agents and Friends

It is challenging to know where to begin. To state the obvious, we are all operating in unprecedented times. The uncertainty impacting our families, our Associates, and our businesses is concerning to all of us.

As we go through the next many weeks and perhaps months, I am confident that our resilience and support of each other is what is going to strengthen our sense of community and help us come out stronger on the other side.

I was greatly encouraged on Friday when the final pieces of the stimulus package were passed. This key piece of legislation will have far-reaching impacts and play a big part in helping so many Americans and businesses.

There is no doubt that in the premium finance business, there are insureds that are struggling and worried. We are sensitive to this and recognize that business as usual is not right in this very unusual environment. On Tuesday March 24th we posted to our website important information to help insureds avoid policy cancellation.

Today, I want to share with you more ways we are supporting you and your insureds’ business needs:

• Focusing on the small and middle market, we are proactively waiving all late fees assessed for insureds with premiums less than $50,000 from March 15th through April 30th. You will not need to do anything for this to occur. For more details, please read below.
• We have instructed our IPFS Associates to extend cancellation notices up to 30 days beyond the payment due date where it may be needed.
• We will apply, based on the insured’s preference, return premium from policy modifications to the next payment or spread out savings over the balance of the loan term.

I would urge you to review the totality of recommendations by clicking on the attached link.

Each of us is operating in a way we have never had to do on a scale never before seen.

I am hopeful that the steps outlined will provide some additional security to you and your clients. We are here with you, we value you, and we look forward to working together to find solutions for moving forward.

My best to you always. Stay well and thank you every day for being our Partner.

Frank Friedman
CEO and President
816-627-0562

Imperial PFS is your premium finance partner – through easy and challenging times

Short-Term Assistance
We are taking the following steps to provide urgent, high-impact assistance to our agents and insureds:

• Imperial PFS Immediately Helps Small-to-Mid-Size Business
  • We are proactively waiving all late fees for your small-to-mid-size business insured accounts ($50,000 annual premium)
  • Fees will be waived from March 15, 2020 – April 30, 2020
  • IPFS wants to save you time so you don't have to contact us for your small business insureds
  • For other accounts affected by COVID-19, please contact your Imperial PFS branch to discuss your options
• Agent Guidance: Negotiating with Insurance Companies for your InsuredsThere are several options to modify your insureds coverage so Imperial PFS can apply return premiums to the next payment or spread out savings for the remaining loan term:
  
  • Hold Coverage Earning: We recommend you request the insurance company place a hold on coverage earnings to assist your insured. Once completed, contact your Imperial PFS branch to modify the payment terms by spreading the payment over the extended policy period.
  • Modify Coverage: Request the insurance company to modify coverage(s) for your insured. Coverage adjustments are normal in this period of inactivity and may result in return premium. Once completed, contact your Imperial PFS branch to apply the return premium to the next installment or several installments evenly to spread out for savings for remaining loan term.
  • Request Accelerated Earnings Modification: Request modification on policies with high minimum earneds or accelerated earnings to help reduce their payment obligations. Once completed, contact your Imperial PFS branch to request modification to the remaining installments on the loan.
  • Combination: Any combination of the above guidance will help your insureds navigate successfully through the business challenges of COVID-19 with Imperial PFS.
    
    Email us the information, IPFS account number and name at COVID-19-Pay@ipfs.com to allow us to assist you with your insured’s loan and the insurance company(ies).

• Cancellation Avoidance
  • We have a full set of services to help avoid cancellations. Click here
  • You can place accounts on hold for up to nine days and make payments on your loan
  • Your insureds have up to 30 days after their payment due date to make their payment, please contact your branch to make arrangements for your insured

For additional consultation, please contact your Imperial PFS branch for assistance.

Lackawanna

(2020-05-20)

Recently, the PCRB published PCRB Circular No. 1740 addressing the revisions to the Pennsylvania Basic Manual and the Pennsylvania Statistical Plan Manual due to the COVID-19 Pandemic.

The changes associated with the circular relate to classification changes and payroll allocations for those Pennsylvania employers whose business operations have been disrupted by the pandemic.

While we encourage you to read the entire publication, a summary of the key revisions is provided below, for your convenience.

Upon review of the revisions, we do ask that you please advise your policyholders that, in order for the payrolls to be properly allocated, and correct job classification(s) assigned upon the completion of the final audit, separate payroll records must be kept during the COVID-19 disruption periods and should include:

• The names of the employees
• Dates of the disruption in operations
• The employees’ job duties during the disruption period
• The employees’ payroll during the disruption period

Some examples of documentation methods would be:

• If using payroll software, create a COVID-19 row showing hours and wages by employee from the date sent home until they return
• Create a separate log for hours and wages for COVID-19 pay for employees working at home doing clerical work or being paid but not working.

Please note, when separating the payroll for the disruption period, per PCRB directive, employers should NOT include Bonuses, Vacation, Holiday, Sick and other benefits compensated/paid during the business disruption. These benefits will be included with the employee’s payroll, under their job classification code, prior to the business disruption. 

As always, our Underwriting and Auditing staff are available to address any questions you may have regarding these rule changes. 

(2020-04-20)

Due to the unusual and unprecedented business disruptions caused by the COVID-19 Pandemic, there have been many questions regarding the proper classification and payroll assignments for:

1. employees who continue to get paid while working from home
2. employees working remotely who fall under an all-inclusive payroll classification
3. employees who continue to get paid to stay at home or who are being paid not to work

Whether employees are being paid to work remotely, or are being paid to stay at home while a business is shutdown, Lackawanna Insurance Group will handle these special wages/payroll in a fair and reasonable manner that is consistent with the recommendations of the PCRB and PA Insurance Department.

Upon audit, we will require the insureds to provide detailed records to include the dates, hours, wages, and duties, if applicable, for the employees so we can clearly identify and classify the exposure.

Subject to proper documentation, the payroll for employees who are being paid to work from home will be classified under Code 953, Telecommuter, or other appropriate classification based on the duties of the employees while working remotely.

Additional guidance related to the reporting and handling of payroll developed by employees who work remotely and fall under an all-inclusive payroll classification, as well as employees who are being paid to stay at home, is still being developed by the PCRB which may require changes to their Basic Manual and Statistical Plan filings.

As soon as this additional guidance is made available, we will advise you of our position on the proper classification and payroll assignment, if deemed applicable.

In the meantime, we ask that you please advise your insureds to keep separate payroll records for these special situations in order to avoid any disputes or discrepancies upon audit.

We value our relationship with you, and our joint policyholders, and appreciate your loyalty during these difficult times.

(2020-04-01)

This is to clarify our position on the Suspension of Cancellation Notices and deferral of premium payments.

The suspension of cancellation notices, for those policyholders who have experienced a significant reduction in business or a complete shutdown, is not being done automatically.

You will need to contact your account underwriter to advise them if an account is unable to make their monthly payment and the premium payment needs to be deferred, in order to assure policy continuity.

Your cooperation in communicating this important information is greatly appreciated.

(2020-03-19)

Lackawanna Insurance Group understands that many of our policyholders may be experiencing financial hardships due to the current economic climate.

For the next 30 days, we will be suspending cancellation notices for non-payment of premium, for those insureds who have seen a significant reduction in business or complete shutdown.

We will continue to send invoices to all policyholders for their current outstanding premium. If payment is not received, we will suppress the cancellation notice and defer the outstanding balance to the next scheduled installment.

Because premium payments are only being deferred, you may wish to consider adjusting the payroll estimates for those accounts experiencing significant reductions in operations to avoid over-billing.

We will continue to monitor the impact of the pandemic on the business community and adjust our premium payment procedures accordingly.

We remain committed to you and our valued policyholders during these difficult and unprecedented times.

(2020-03-17)

In support of the recommendations made by the Governor of Pennsylvania for businesses to employ social distancing practices, effective immediately, Lackawanna Insurance Group will be operating under a pro-active and preventative Business Continuity Plan.

All Company employees, except for essential office personnel, will be working remotely until further notice. Although our staff is operating under alternative working conditions, they are readily available to serve your needs via their same direct dial telephone number and email address. We have operated under these alternative working conditions, periodically, over the past several years with absolute success!

Additional preventive actions are also being implemented as they relate to:

Travel/Off-Site Meetings:
Non-essential travel for all Lackawanna employees will be restricted until further notice. Our employees may only participate in off-site meetings that are deemed critical or mandatory. In the event an off-site meeting is determined to be essential, Lackawanna Insurance Group will require the meeting host to provide a vulnerability assessment on their business continuity plan to assure the safety and well-being of our staff.

Visitors:
All meetings with visitors (non-employees) shall be conducted via phone, teleconference, Skype, etc. To the extent an on-site meeting is deemed essential, pre-approval by the Lackawanna Management Team will be required.

Claims Reporting/Services:
We encourage all policyholders to file new First Report of Injury forms online via the “Report an Injury” link on our website, www.ligins.com.

Claims reported due to an apparent exposure to the COVID-19 virus will be thoroughly evaluated on a case-by-case basis to assess compensability under the applicable State’s workers’ compensation law. Lackawanna Insurance Group is unable to provide general guidance on the compensability of individual cases.

We will continue to closely monitor this evolving situation and post updates on our website regarding any additional changes in our business operations.

In the meantime, be safe and well. As always, your Lackawanna Team is committed to the highest levels of service and is always just a phone call away.  

Liberty Mutual

(2020-06-08)

COVID-19 Update & Resources

See all updates

This week's highlights

Billing hold ends on June 15 - get details now

COVID-19 updated FAQs and tips for businesses

Business Lines virtual prospecting – new classes added to help you grow business from your desk

Visit the dedicated COVID-19 page for additional updates and resources.

(2020-06-03)

A message from Tracy Ryan

I want to take a moment to acknowledge the unrest that has been unfolding across the U.S. over the past week. At Liberty, we believe progress happens when people feel secure. It’s clear that for many people across the country, a feeling of security is far from a reality – and for good reason. I am personally committed to standing up for racial equality and respect for all, and so is Liberty Mutual. Diversity and inclusion is how we do business, and we will continue to invest in it to create a stronger organization for our employees, our customers, and our partners.

Returning to a new normal
From a COVID perspective, most Liberty employees will continue to work remotely until at least September 1. Teams are working hard on return-to-the-office plans to ensure safety and well-being in the new normal that awaits us. For some employees, whose work includes meeting with customers, prospects, claimants, and brokers, we will begin transitioning in July. Once it’s deemed safe to do so and, with proper personal protective equipment and protocols, some of our claims adjustors, risk engineers, risk control consultants, underwriters, and distribution leaders will be able to attend in-person meetings – when all parties are open to this kind of engagement. If you’re interested in learning about our approach in your region, please contact your regional executive.

An executive perspective on our response to COVID
This week, Liberty posted an interview with Global Risk Solutions (GRS) President Dennis Langwell on our Viewpoint website. Dennis shares his perspective on how Liberty Mutual has responded to COVID, how the virus has impacted the company’s financials, how employees are adapting, and how the pandemic may change the way we work over the long term. I encourage you to take a few minutes to read the piece, and share it with any Liberty insureds who are looking for assurance of our financial strength, the stability of our strategy, and our commitment to being there when we’re needed most.

COVID resource materials shift to reopening operations
We continue to add to our COVID resources on our Viewpoint website, with a new section that focuses on reopening and ramping up operations. All of the content on the site is easily sharable via email and social media, including LinkedIn and Twitter.

• COVID-19 FAQs and tips for businesses
• Resuming hotel and resort operations
• Restoring office operations
• Restarting operations in the restaurant industry
• Resuming retail operations
• Eight areas of focus for restoring business operations
• Restoring operations in manufacturing
• Construction site safety during shutdown and reopening
• Restarting equipment after business shut down

Keeping the lines of communication open
Thank you for your ongoing partnership throughout this unprecedented time. I am proud of how our teams have pivoted while continuing to provide outstanding service to our clients. I’d love to hear from you about how you think we’re doing. Please email me with any feedback you’d like to share, or if there is anything else we can be doing to help you and your clients during this time.

(2020-05-20)

COVID-19 Update & Resources

See all updates (requires log-in)

This week's highlights

• Billing leniency extended to 6/15/20 - see agent FAQ
• Eight areas of focus for restoring business operations
• Specific guidance for restoring operations in manufacturing

Visit the dedicated COVID-19 page for additional updates and resources.

[Extracted from the link in the "Connect The Dots" newsletter - 2020-05-20]

COVID-19 Updates and Resources

A few months ago, as the threat of COVID-19 spread across the United States, we saw state leaders begin to issue orders impacting business operations. We provided guidance to you, and to our mutual customers, to help address concerns related to: shelter-in-place orders, essential business operations, virtual workplaces, and complete business shut-downs.

Now, as we see some states beginning to loosen these restrictions and reopen their economies, we’re collectively facing a new challenge – how to transition to a safe environment which considers changes required by the need for social distancing, new sanitation activities, and occupancy operating requirements. Similar to our early guidance around COVID-19, we point you and our customers to the CDC as a valuable resource.

• Their reopening guidance focuses on cleaning and disinfecting public spaces, workplaces, businesses, schools, and can also be applied to homes.
• A complete overview of the United States Government plan for reopening is available on Whitehouse.gov.
• You may also find value in these industry-specific resources for businesses and consumers from the American Industrial Hygiene Association.

We also urge you to consider state-specific guidelines as you prepare your agency and counsel your clients regarding reopening of homes and businesses in your area. These resources were recently shared in a co-branded email with customers for whom we have an email address.

As always, please reach out to your AMS or Safety Management Specialist for additional supporting business operations.

(2020-05-12)

As businesses start to plan for reopening, we are providing new resources to help customers navigate the impacts of COVID-19.

Restoring operations

Restoring operations: manufacturing

Restoring operations: construction

With extensive remote work, now is a good time to use our online portal to find details about Liberty Mutual policies and to take advantage of e-signature capabilities. Please note that Ironshore policies are not yet accessible online.

We encourage you to share these resources with customers.

(2020-05-05)

COVID-19 Update & Resources

See all updates

This week's highlights

BOP Refund lookup tool you can share with policyholders

View the recently updated BOP Refund frequently asked questions list

CDC resources to assist as some communities open

Visit the dedicated COVID-19 page for additional updates and resources.

(2020-04-24)

We’ve been working remotely for more than five weeks now, and while we’re all eager to reconnect in person, it’s been amazing to see how productive and innovative everyone has been. I’m proud of our own teams, and impressed by how you, our broker partners, and our mutual clients have adapted to our current environment.

Across Global Risk Solutions (GRS) North America, we’re continuing to quote and win new business, renew existing accounts, perform risk control services, handle claims, and do everything else we need to do to keep operations running. And we’re getting to know our customers, our broker partners, and each other in new and different ways, as many of us do all these things from our kitchens, home-offices, and guest bedrooms.

Employees
Our employees’ health and well-being remains top of mind. Like many of you, we are all experiencing the ups and downs of working from home. While some of our employees are enjoying a break from their long commutes, many are figuring out how to balance work and family life in these challenging times. We recognize that working from home over a long period of time can take a toll on one’s mental health, and Liberty has introduced a number of resources and tools to support employee health and wellness.

Underwriting
Our teams are continuing to underwrite new submissions and renewals, and I’m encouraged by how quickly we’ve adapted to working with your teams in new ways. We’re also working diligently to address exposure changes where needed. While some clients are needing to reduce coverage due to temporary closings or scaling back operations, we’ve also seen businesses retool their operations to be part of the COVID-19 response effort. In these cases, we are working quickly to provide new terms and be as flexible as possible. We’re also providing risk services and consulting support to assist these clients as they transition their operations.

Risk control and engineering
Our risk control consulting team is continuing to provide fast response times and assist with a range of risk control needs. Our long-established teams are more important than ever. In addition to using technology to observe and assess tasks, processes, and properties remotely, we have developed a number of useful COVID-19-related risk control resources, which can be found on our COVID-19 Viewpoint site. While we can do a lot remotely, there are some things we can’t do, like some of our risk engineering assessments. Once it is deemed safe, our risk engineers will be back out visiting sites in person.

Claims and service
Our claims and account management teams are fully operational while working from home, and able to assist with any claim or claim-related issue that you may have. Our teams are leveraging many of the digital solutions that we’ve created over the past few years, including virtual estimating of property claims, telemedicine for workers compensation appointments, and electronic claim reporting via our Report-a-Claim platform. All COVID-19 claims are being handled by experienced claims specialists, and we have provided additional information for workers compensation COVID-19 claims within our Viewpoint site.

Giving back
Liberty has given $15M to COVID-19 response efforts. This support will benefit organizations working to help our most vulnerable populations. The support will provide help to those organizations on the frontlines of treating those who are ill, and providing food and shelter to the most vulnerable populations that have been impacted by the pandemic, including low-income residents and those experiencing homelessness. I am proud of Liberty’s commitment to help some of the most at-risk people in our communities.

While the last few weeks have been challenging, they have also been incredibly rewarding. I remain optimistic that we will emerge from this crisis stronger and more collaborative than we’ve ever been. I believe that relationships are strengthened during times of adversity, and expect this will be true between our organizations.

Thank you for your ongoing partnership.

A message from Your Local Liberty Mutual Business Lines and Safeco Insurance Team

Overwhelmed with Carrier COVID19 Information?

We understand that you have many carriers communicating vast amounts of information related to COVID19 and that you may not have been able to review them all. To help provide a comprehensive update on all Liberty Mutual Business Lines & Safeco Personal Lines COVID19 responses to date, we are offering two 30 minute webinars tomorrow, Thursday, April 23. The content will be the same and we will cover both LM Business Lines and Safeco Insurance topics in each session.

If you have already registered to join us, thank you! No need to register again.

To Register - agents with dual appointments, please register via any of the links below. For agencies without dual appointments, please use the link to which you are appointed:

Liberty Mutual:
Option# 1
10:00 - 10:30 a.m.
Option# 2
1:00 - 1:30 p.m.

IMPORTANT: LM Business Lines Agents, for a document that outlines how to access the Agent Learning Center. REGISTER

SAFECO
Option# 1
10:00 -10:30 a.m.
Option# 2
1:00 -1:30 p.m.

REGISTER

[NOTE: both links require agency log-in codes]

(2020-04-20)

COVID-19 Update & Resources

This week's highlight

• BOP refund - read the recent announcement from Tyler Asher
• Community grants expanded to $1 million – apply now
• Business Lines virtual prospecting – classes to help you support customers and grow business from your desk

Visit the dedicated COVID-19 page for additional updates and resources.

[Extracted from the "Tyler Asher" link above:]

Taking care of our customers, employees and agents is a top priority for Liberty Mutual Insurance. We recognize the uncertainty and financial challenges many of our mutual customers are facing due to COVID-19. To help Liberty Mutual small commercial customers, we have taken the following actions:

Liberty Mutual Businessowners Policy (BOP) Refund
Today, we’re announcing a 15% refund on two months of premium for all Businessowners policies, including those that are written as part of a specialty program.

Here’s what you can expect:

• Small commercial customers will receive a 15% refund of two months of their annual BOP premium for policies in-force as April 1, 2020, pending regulatory approval. 
• The refunds will begin in the upcoming weeks and will be issued by check.
• The payments will happen automatically. Customers do not need to call Liberty Mutual to receive the refund. 

Liberty Mutual agent commissions will not be affected by this 15% customer refund.

Exposure changes for other lines of business
We have been and will continue to work with you on a case-by-case basis to reflect the exposure changes your customers are experiencing for Custom Protector, Comprehensive Business Package, general liability and workers compensation policies. We can also work with you to suspend vehicle coverage. Please contact your underwriter to discuss these adjustments.

Payment flexibility options

• Late fee charges have been automatically stopped and cancellations due to non-payment have been temporarily paused for small commercial customers from March 23 through at least June 1, 2020.
• We continue to work with individual customers to extend payment dates if needed and provide personalized support. 

Other small business customer support

• We are temporarily offering Hired and Non-Owned Auto coverage to our existing restaurant and other main street business policyholders to fill insurance gaps if they decide to add delivery to their service.
• We are suspending non-renewals with policy effective dates of April 1 through July 31.
• We’re also providing you with resources and guidance to send to your customers to help them navigate the support available to them.

You can find more information about all of the above on our agent COVID-19 resource site.

The well-being and support of our customers, agents and employees remains our primary concern during this critical time. I truly appreciate the work you are doing to support our shared customers, and I thank you for your continued partnership.

(2020-04-20)

Taking care of our customers, employees and agents is a top priority for Liberty Mutual Insurance. We recognize the uncertainty and financial challenges many of our mutual customers are facing due to COVID-19. To help Liberty Mutual small commercial customers, we have taken the following actions:

Liberty Mutual Businessowners Policy (BOP) Refund
Today, we’re announcing a 15% refund on two months of premium for all Businessowners policies, including those that are written as part of a specialty program.

Here’s what you can expect:

• Small commercial customers will receive a 15% refund of two months of their annual BOP premium for policies in-force as April 1, 2020, pending regulatory approval.
• The refunds will begin in the upcoming weeks and will be issued by check.
  
  
• The payments will happen automatically. Customers do not need to call Liberty Mutual to receive the refund.

Liberty Mutual agent commissions will not be affected by this 15% customer refund.

Exposure changes for other lines of business
We have been and will continue to work with you on a case-by-case basis to reflect the exposure changes your customers are experiencing for Custom Protector, Comprehensive Business Package, general liability and workers compensation policies. We can also work with you to suspend vehicle coverage. Please contact your underwriter to discuss these adjustments.

Payment flexibility options

• Late fee charges have been automatically stopped and cancellations due to non-payment have been temporarily paused for small commercial customers from March 23 through at least June 1, 2020.
  
  
• We continue to work with individual customers to extend payment dates if needed and provide personalized support. 

Other small business customer support

• We are temporarily offering Hired and Non-Owned Auto coverage to our existing restaurant and other main street business policyholders to fill insurance gaps if they decide to add delivery to their service.
  
  
• We are suspending non-renewals with policy effective dates of April 1 through July 31.
  
  
• We’re also providing you with resources and guidance to send to your customers to help them navigate the support available to them.
  You can find more information about all of the above on our agent COVID-19 resource site.

(2020-04-13)

COVID-19 Weekly Update & Resources

This week's highlights

• Protecting the jobsite
  
  
• Emergency community grants from Liberty Mutual
  
  
• Important Covid-19 resources and financial information to share with your customers

Visit the dedicated COVID-19 page for additional updates and resources.

(2020-04-06)

Premium audit flexibility notice during Coronavirus (COVID-19).

On March 16, 2020, many states and companies began ramping down operations and/or closing due to COVID-19. To help our  commercial policy holders during this time, Liberty Mutual Insurance is adjusting the premium audit process to ease the strain on small business owners.

What you need to know

• Liberty Mutual will continue to perform all audits but will do so remotely through our electronic eReport process or remote “desk” audits.
• If policy holders are unable to work with us to complete their audit during this difficult time, we are available to work with them to complete the audit at a later point in time.
• From April 20 – May 20, 2020, starting with second notices that went out on March 16, if we do not hear back from a 
  commercial insured with updated policy exposures, we will close the audit using existing policy estimated exposures  without the typical surcharge.
• The process of using existing policy estimated exposures will be in place for 30 days (April 20-May 20). We will continue to monitor the situation during this time to determine the need to extend or adjust our approach.
• We are accepting mid-term exposure endorsements through our normal endorsement mailbox:  BusinessLinesRequests@LibertyMutual.com

You can find additional information by viewing our Premium Audit COVID-19 Frequently Asked Questions.

(2020-04-06)

60-day Premium Billing Leniency
Coronavirus (COVID-19) Response
Nationwide premium billing leniency from March 23, 2020 – May 22, 2020

All of us at Liberty Mutual Insurance are here for you and your clients. Your safety and well-being and those of your clients are our primary concern. To support our customers during this difficult time, effective March 23, 2020, we introduced a nationwide 60-day billing leniency policy for our small commercial customers. This means that from March 23 through May 22, 2020, we will not cancel policies for nonpayment. COVID-19 Updates Please continue to check our COVID-19 agent resource pages on Helping You Succeed for Liberty Mutual agents and Safeco Now for Safeco agents for additional information.

What you need to know

• During the 60-day time-frame billing will continue, but policies will not go into a nonpayment status.
• We will not apply late fees.
• We will waive all return fees for insufficient funds.

Frequently Asked Questions

• Q: What type of billing relief are you offering customers?
  A: We are temporarily suspending cancellation and nonrenewal of coverage because of nonpayment through May 23, 2020. We will not charge late fees or penalties during this period to give your clients extra time to pay their premiums without risking cancellation/nonrenewal.
  
  We are committed to working with you and your clients during these challenging times. For those who can make payments, they should do so as they normally would. If not, please contact a billing representative to discuss other arrangements.
  
  
• Q: Does my client need to do anything to participate in this billing relief plan?
  A: No. All U.S. small commercial policyholders will automatically benefit from this temporary billing relief plan. No action is required by you or your client. However, if your client is still able to pay their premium, they should continue to do so as normal.
  
  
• Q: What if my client recently received a nonpayment cancellation?
  A: If your client received a cancellation notice for nonpayment issued March 8, 2020 or after, there is no need to take further action, as their policy will not cancel. If your client, however, received a cancellation notice prior to March 8, 2020, and is unable to pay, please contact one of our billing representatives, otherwise, their policy may cancel for nonpayment.
  
  For U.S. Small Commercial Insurance, call 1-866-290-2920, option 3.
  
  
• Q: Why did my client receive a notice that referenced adding/added a nonpayment late or insufficient funds fee?
  A: We will waive these fees between March 23, 2020 through May 22, 2020.

• Q: My client’s premium payment is deducted on an automatic, recurring basis. Will these automatic payments continue during this period?
  A: Yes. If your client enrolled in an automatic premium payment plan, it will continue along with the usual conditions.
  
  If your client would like to stop automatic premium payments, please direct them to mybusinessonline.libertymutual.com or contact a Liberty Mutual Insurance billing representative at the number below.
  
  For U.S. Small Commercial Insurance customers, call 1-866-290-2920, option 3.
  
  
• Q: How will the minimum due be reflected online?
  A: If not paid, the minimum due displayed may not reflect accurately online until the next billing cycle. Please refer your client to their invoice for the correct minimum due.
  
  
• Q: How will this impact future billing invoices?
  A: If not paid, the current amount due will be added to your client’s next installment.
  • If your client needs to discuss alternative payment arrangements or other payment options, please contact one of our billing representatives.
  • For U.S. Small Commercial Insurance customers, call 1-866-290-2920, option 3.

• Q: Where can my client find out more?
  A: Please contact a Liberty Mutual Insurance billing representative who will be happy to answer any questions you or your client may have.
  
  For U.S. Small Commercial Insurance customers, call 1-866-290-2920, option 3.

Thank you for your continued partnership. If you have additional questions, feel free to reach out to us at1-866-290-2920, option 3. Please be aware, you may experience longer than normal wait times.
 

(2020-04-03)

Small Commercial Non-Renewal Communications and FAQs
We are working to address the many COVID-19 questions we’re receiving regarding our small commercial accounts. We understand that during this unprecedented time, it is challenging for you to find a new carrier if we identified your customer for non-renewal in the coming months.

To help you and your clients, as of April 1, 2020, we are suspending non-renewals through July 31, 2020 effective dates by extending coverage for an additional 120 days. If you already received a non-renewal notice, please contact your underwriter for assistance in obtaining the extension. If a non-renewal notice has not been sent, we will automatically issue the additional 120 days of coverage.

Coverage Communications including Business Income 
NOTE: Requires Liberty Mutual Agency login

Coronavirus Emergency Loans Guide & Checklist

Frequently Asked Questions

Q. What do I tell my customer?

• Liberty Mutual understands the difficulty of finding another carrier during these unprecedented times and is suspending non-renewals through the July 31 effective dates for an additional 120 days, allowing customers to focus on other immediate business-related priorities.

Q. Will my customers continue to receive a non-renewal notice at the end of the 120-day extension?

• Yes. A non-renewal notice will be issued for the expiration of the 120-day policy.

Q. Can I get a list of my customers that will receive the automatic 120-day extension of coverage?

• Yes. Please contact your Underwriter or Territory Manager for assistance in obtaining a list of these policies.

Q. What about renewals beyond July?

• Renewals after July will be evaluated as the Covid-19 situation continues. If a decision is made to include August renewals, additional communication will be provided.

Q. Does this flexibility only apply to accounts written in Business Lines Express and/or Custom Underwriting Segments?

• For accounts written in Global Risk Solutions National Insurance and North America Specialty, issuance of non-renewal notices will be handled on a case-by-case basis and subject to the applicable state guidance. Upon agent or broker request, extensions or short-term policies may be issued.

Thank you for your ongoing partnership during this time. Please continue to work with your underwriter or territory manager if you have any questions.

(2020-03-27)

Agency Account Bill Position

If payment becomes an issue due to the virus, your Agencies can call Liberty Billing at 1-888-451-8414 and discuss with our Billing Department available options.

(2020-03-27)

Liberty Mutual Small Commercial and Safeco agents:

While the evolving COVID-19 situation is impacting our businesses and our daily lives, we at Liberty Mutual and Safeco Insurance are hard at work in pursuit of being your carrier champion during this critical time.

That starts with keeping you up to date. I want to first call out our new COVID-19 agent resource pages on Helping You Succeed for Liberty Mutual agents and Safeco Now for Safeco agents. Consider this your one-stop shop for any COVID-19-related news or guidance and check it often as we add new items daily across billing, coverage, claims, and more. For example, you will see new coverage guidance for Small Commercial agents on restaurant delivery, and for Safeco, new guidance on restaurant delivery using personal vehicles. There is also new information on billing leniency for both Safeco and Small Commercial customers.

Secondly, we’re rolling out new programs to support your needs in this difficult climate:

Emergency temporary sales and service support:
If your agency has become non-operational, we’d like to offer support to your customers at no charge to you. We can support both Liberty Mutual business lines and Safeco customers with items such as policy changes and endorsements, billing questions and services as well as new business quoting and issuing. Our capacity for this extra support is limited to maintain service levels, however we intend to help as many impacted agents as we can. Contact your territory manager for more information.

Agency loans:
If your agency needs financial assistance due to COVID-19, let your territory manager know. We can provide qualified agents with business continuity loans of up to $10,000. Preference will be given to agents who have exhibited strong partnership to either Liberty Mutual or Safeco through premium volume and long-term profitability. We will continue to offer this assistance until we reach our maximum loan capacity.

Supporting your communities:
As we watch the impacts of COVID-19 unfold in our communities, we can all agree this is a critical time to help the places where we live and work. Liberty Mutual and Safeco are infusing an additional $500,000 into local communities through independent agents in the three months ahead. If you know a non-profit that is serving a critical need related to COVID-19, you can nominate them for a $10,000 grant. The application process is fast and simple, and we’re looking to help you help folks in your community who need it most. Nominate a non-profit for the grant here and look for more information from your territory manager.

This is just the beginning. We’re constantly evaluating our coverages, our billing policies, the tools we provide to you and more to ensure we help you through this challenging time. We are truly in this together, and as your carrier champion, we will (virtually) be with you every step of the way.

Thank you for your ongoing partnership.

( 2020-03-19)

Liberty Mutual Small Commercial and Safeco agents:

As we look to support our agents, customers and communities during the evolving COVID-19 situation, I want to share two updates with you.

First, we are steadfast in our commitment to our customers during this uncertain time, and especially those directly impacted by COVID-19. We are prepared to waive late fees for any customer who is unable to make a payment on time due to COVID-19. If you have an impacted customer:

• Our billing customer service representatives will have the authority to adjust the customer’s current bill and to waive any late fees your customer incurs after March 1, 2020.
• If a customer calls you stating their employment or business has been impacted due to COVID-19 and they are having trouble making a payment, please contact Safeco Insurance at 877-566-6001 or the Liberty Mutual Business Insurance Service Center at 866-290-2920.

Second, we want to make it easy for you to find our latest updates and agent resources regarding COVID-19. We are building out a resource page to house all of this and will send more information as soon as it’s complete.

As I previously mentioned, our field, service and underwriting teams across the U.S. remain in place and ready to support you as always, including the Liberty Mutual Small Business Service Center program and Safeco Gold Service™ if you rely on these for customer support.

We will continue to monitor the COVID-19 situation to support you and our mutual customers.

Thank you for your ongoing partnership.

(2020-03-18)

Liberty Mutual Small Commercial and Safeco agents:

As we look to support our agents, customers and communities during the evolving COVID-19 situation, I want to share two updates with you:

First, we are steadfast in our commitment to our customers during this uncertain time, and especially those directly impacted by COVID-19. We are prepared to waive late fees for any customer who is unable to make a payment on time due to COVID-19. If you have an impacted customer, please follow these steps:

• If a customer calls you stating their employment or business has been impacted due to COVID-19 and they are having trouble making a payment, please contact Safeco® Agency Services at 877-566-6001 or Liberty Mutual Agency Interface Services Group at 888-451-8414
• Our customer service representatives will have the authority to adjust the customer’s current bill and to waive any late fees your customer incurs after March 1, 2020.

Second, we want to make it easy for you to find our latest updates and agent resources regarding COVID-19. We are building out a resource page to house all of this and will send more information as soon as it’s complete.

As I previously mentioned, our field, service and underwriting teams across the U.S. remain in place and ready to support you as always, including the Liberty Mutual Small Business Service Center program and Safeco Gold Service™ if you rely on these for customer support.

We will continue to monitor the COVID-19 situation to support you and our mutual customers. Thank you for your ongoing partnership.

Lititz Mutual

 (2020-04-28)

Date: April 28, 2020

From: HenryR.Gibbel,President&CEO

Re: COVID-19 Update

All of our families, our friends, businesses, and communities have been affected by the COVID-19 pandemic. In solidarity, we will get through this truly unprecedented situation. Our sympathy goes out to all those who have been directly or indirectly affected by the coronavirus, and we wish those who have fallen ill by this virus a quick and complete recovery.

Kudos to the Claims Department. Since the beginning of March, they have seamlessly been handling the 500+ claims generated from three CAT storms impacting all of our states. They are getting things done from their homes with the same level of care and service to our claimants.

Congratulations to the Underwriting, Product Development, IT and Marketing teams for the successful launch of the new Lititz Mutual BOP Rater on April 1 . Need training? Please contact your Marketing Representative for virtual training over the phone or via a scheduled webinar. Mike Styer and Ron Chamberlain, your Commercial Underwriters, are available to work with you on your BOP accounts.

CONTACT US - BY PHONE 800-626-4751

Our office will continue to offer service from 8:00 am EST to 5:00 pm EST. Our Receptionist will answer the phones from 10:00 am EST to 3:00 pm EST. We have implemented an Automated Phone service for all other times. Please use the following extensions to reach us:

DIAL THE EXTENSION NUMBER ANYTIME DURING OUR TELEPHONE MESSAGE INTRODUCTION.

Payments/Billing – 8420
Claims – 8423
IT Help Desk – 8425
Underwriting – 8428
For additional Extension Numbers including individual extensions, please open Resources – Directory in our Agency Portal.

Thank you for your continued support and service to our mutual policyholders. Should you have any additional questions, please feel free to contact your Marketing Representative. They eagerly look forward to eventually getting back on the road to see you!

Stay Safe! Stay Home! Stay Healthy! Stay Positive!

(2020-04-20)

[Extracted from the Lititz Newsletter distributed on 2020-04-020]

Since our last issue of CONTACT in mid-February, our world has changed. At that time, news reports of a deadly virus impacting Wuhan China were far from the leading news story. On February 11th the World Health Organization gave a name to this new coronavirus disease: COVID-19.

Our daily lives have been greatly impacted. Families were not able to gather for Easter celebrations because we need to shelter in place. Our children have not been able to go to school because the schools are closed. Businesses are closed as we attempt to keep employees and customers safe. All of us have had to distance ourselves in so many ways from the world we want to embrace. This distancing includes the most important things for many of us: our families and friends.

We all must do our part to keep the deadly COVID-19 from spreading. We need time to build our health system resources and develop medicine and vaccines to protect us. The strategy is working. However there is a great toll in our unemployment and national economy.

In reflection, I look back at November when our management team developed our Business Plan and department goals for the New Year. Ironically, a goal for the Legal / Compliance and IT teams included a test of our Business Continuity / Disaster Recovery Plan. The drill was scheduled for March. We never tested the plan. I am happy to report that it does work extremely well as we have fully activated our Pandemic Response. With the first U.S. cases appearing the week of February 24th , we reviewed our Pandemic Plan, took inventory and ordered additional laptops, headsets and office safety supplies. We tested the emergency notification system we have in place to communicate with our team members. Over the next week and a half, we initiated new office health standards and began the training staff for a work at home environment. On March 13 , we activated our Pandemic Plan entering a work at home posture and actively engaged in social distancing. All preparations were place by March 19th when the Pennsylvania Governor ordered all non-life sustaining businesses to close their physical locations.

Focused on our goal to provide continuous, quality service to our policyholders, I congratulate the entire Lititz Group team for the amazing transformation they have made. Without interruption, without a missed step, we are fulfilling our mis- sion and our promise to our policyholders. Despite the worst economic first quarter in American history, the Lititz Group of Mutual Insurance Companies remain financially solid. Prior to the market sell off, we moved to a significant cash position. Our Group surplus of $247 million amply supports our direct written premium of $84 million. The Group had a profitable first quarter closing with a combined operating ratio of 97.4%.

As typical, the second quarter brings Spring storms which are impacting all the states of our operating territory. Our Claims department is currently responding to several catastrophes which included tornadoes, hail and high winds.

The Underwriting department reports that they are open and looking for new business. Realizing the housing market has come to a screeching halt and while there are few new business opportunities, we appreciate all the quality business our agency partners send our way. We recently rolled out an upgrade to our Lititz Mutual BOP Rater which makes quoting a Lititz BOP faster than ever. We are doing everything possible to con- tinue to provide you with the same excellent support and service.

I predict we still have a long way to go as we all progress to containing COVID-19. It will be a while before we can fully resume our normal lives. I am sure we all realize that the new normal will be different from the old normal we have known. To all our agency partners and friends, we thank you for doing your part in restraining this deadly virus as we practice staying at home and distancing ourselves from others. We will get through this. In the words of King Solomon “And this, too, will pass”.

Thanks for your support. Stay well. Stay safe.

Henry R. Gibbel President and CEO

COVID-19 UPDATE ON PREMIUM PAYMENTS
The stimulus package was approved by Congress and hope- fully will kick in quickly. Time will determine how the stimulus will impact individuals, families and the business community’s ability to meet their financial obligations.

We have removed all billing related charges/fees and will offer payment extension if requested. The following notice is included with all policy and billing mailings until COVID-19 is contained.

COVID-19
As we continue to monitor the ongoing developments of the coronavirus (COVID-19), please know that nothing will compromise our commitment to take care of our customers and the things you trust us to insure. Our hearts go out to those who’ve been affected as the COVID19 pandemic continues to impact lives across the globe. If you and your family are experiencing financial difficulties due to COVID-19, please con- tact us to discuss special billing arrangements and billing options.

Phone – 800-626-4751 Ext.8420

Office Hours – Monday through Friday 8 AM to 5 PM EST

REMOTE AND READY TO RESPOND!

While the COVID-19 Social Distancing currently has 86% of our Claims Staff working remotely from their homes, our Claims Department remains fully capable and ready to respond to policyholders' needs. In fact, most of our independent adjusters are working from their homes as well.

We realize the challenges of inspecting claims while practic- ing social distancing. In response, we have broadened our reliance on "desk adjusting" claims. This typically involves the insured submitting photographs of the damage and providing room measurements. We encourage insureds to obtain bids from contractors as soon as possible. In many cases, the contractor can provide key information necessary for the adjuster to assess the loss more quickly and accurately.

With this "team mentality", we do not anticipate a decline in our ability to continue providing excellent claims service to our agency partners, policyholders and claimants.

(2020-03-30)

Re: COVID-19 Update on Premium Payments

The impact of COVID-19 Coronavirus has swept the country and made its way into every American household. The ripple effect has been devastating especially to those suffering a hardship as a result of a COVID-19 related restrictions. Many Americans have been telecommuting, but several have been faced with layoffs or a significant drop in business. No matter what changes lie ahead, we are stronger together and we will get through this.

The stimulus package was approved by Congress on Friday and hopefully will kick in quickly. Time will determine how the stimulus will impact individuals, families and the business community’s ability to meet their financial obligations. We have removed all billing related charges/fees and will offer payment extension if requested. Please contact the home office Payment/Billing Department to make special arrangements for impacted policyholders. We have added the following to all policyholder mailings:

COVID-19
As we continue to monitor the ongoing developments of the coronavirus (COVID-19), please know that nothing will compromise our commitment to take care of our customers and the things you trust us to insure. Our hearts go out to those who’ve been affected as the COVID19 pandemic continues to impact lives across the globe. If you and your family are experiencing financial difficulties due to COVID-19, please contact us to discuss special billing arrangements and billing options.

• Phone – 800-626-4751 Ext.8420 Office Hours – Monday through Friday 8 AM to 5 PM EST.
• CONTACT US - BY PHONE 800-626-4751
• Our office will continue to offer service from 8:00 am EST to 5:00 pm EST. Our Receptionist will answer the phones from 10:00 am EST to 3:00 pm EST. We have implemented an Automated Phone service for all other times. Please use the following extensions to reach us:
  
  • DIAL THE EXTENSION NUMBER ANYTIME DURING OUR TELEPHONE MESSAGE INTRODUCTION.
  • Payments/Billing – 8420
  • Claims – 8423
  • IT Help Desk – 8425
  • Underwriting – 8428
  • For additional Extension Numbers including individual extensions open Resources – Directory in our Agency Portal.

Thank you for your continued support and service to our mutual policyholders. Should you have any additional questions, please feel free to contact your Marketing Representative.

Stay Safe.

(2020-03-24)

Electronic Signatures Accepted

Amidst the current circumstances of social distancing as a result of the COVID-19 pandemic, we wanted to give you peace of mind by reminding you that Lititz Mutual accepts the use of Electronic Signatures on our applications for all lines of business.

An electronic signature, or e-signature, is any electronic means that indicates that a person adopts the contents of an electronic application. DocuSign is the most widely used software in the industry. Others include E-Signatures by Adobe and Citrix’s ElectronicSignature.

If you have any questions, please contact your Marketing Representative.

Thank you for your continued support of Lititz Mutual. Stay safe. Stay healthy!

 (2020-03-23)

The past several weeks have certainly been challenging to us all. As we continue to monitor the ongoing developments of the coronavirus (COVID-19), please know that nothing will compromise our commitment to take care of our customers and the things you trust us to insure. Our hearts go out to those who’ve been affected as the COVID-19 pandemic continues to impact lives across the globe.

Our office building has been closed to the public as of Friday, March 20, 2020 as directed by the Pennsylvania State Governor. Lititz Mutual is not closed for business. We have implemented our business continuity plans to continue to provide uninterrupted service, all while helping our customers and employees stay safe and healthy

CUSTOMER CARE
We are suspending Late Payment Fees and Reinstatement Fees. Our billing invoices will continue to reflect a payment due date however for Lititz Mutual Policyholders experiencing financial hardships as a result of the COVID-19 pandemic, please contact our Billing Department for special billing arrangements.

• Policyholder 24/7 Online Payments available at https://myaccount.lititzmutual.com/
• Billing Department: 800-626-4751, Ext. 8420
• Lititz Link agency portal:
  • Please use Pay Now to process your Lititz Mutual Policyholder’s debit/credit card or electronic check payments.
  • Please use Agency Sweep for cash or check payments received at your office.

We are committed to responding to our customers’ claim needs.

• 24/7 New Claim Reporting by Phone: 855-725-5642 or
  800-626-4751, Ext. 8112
• Claim Status: 800-626-4751, Ext. 8423
• Policyholder 24/7 Online Claims available at https://myaccount.lititzmutual.com/
  • Report a New Claim
  • Claim Status

EMPLOYEE CARE

• The majority of our employees are seamlessly performing their jobs, most of them remotely.
• We have instituted travel restrictions on agency visits and put a hold on all external conference attendance.

CONTACT US
At Lititz Mutual, the safety and well-being of our customers and employees come first. We’re working hard to minimize any disruptions as the COVID-19 situation continues to develop. We are taking all the precautions and preventative steps to maintain a healthy and safe work environment while continuing to provide our customers with the service they need and deserve.

The Lititz Mutual office will continue to operate from 8:00 am EST to 5:00 pm EST. Our Receptionist will answer the phones from 10:00 am EST to 3:00 pm EST. Effective today, we have implemented an Automated Phone service for all other times. Please use the following extensions to reach us:

• Accounting – 8420
• Claims – 8423
• IT Help Desk – 8425

New Business Underwriting Questions

• Commercial Lines Underwriters – 8422
• Personal Lines Underwriters – 8427

Renewal Policies, Policy Change Request – Questions

• Underwriting Services Team – 8428

 Thank you for your continued support of Lititz Mutual. Should you have any additional questions, please feel free to contact your Marketing Representative.

(2020-03-16)

The spread of COVID-19 coronavirus is dramatically impacting our normal personal and professional lives. The health and safety of our teammates, agency associates and policyholders is our top priority. With the goal to continue our high quality service, we have activated our corporate pandemic response of our business continuity plan.

Our plan enables us to support our agent and policyholder needs while members of our service team work from home. While all critical functions and communications will continue, your personal service may be delivered by an individual not normally assigned to your agency. Thank you for your understanding during our national effort to contain the COVID-19.

We hope you and your loved ones are safe and healthy and we wish everyone good health during this time.

Mapfre

(2020-04-20)

[Shared by Kerri Rego in summary format]

• Not presently considering auto discount for CL insureds 
• Call customer service to discuss payment needs on a case by case basis
• 15% credit for April & May PL auto policies

McKee Risk

(2020-04-06)

Stay Home. Save Lives. Work Safely.
Insurance organizations all over the United States are taking the needed precautions to help prevent the spread of coronavirus. McKee is no different. Our Underwriters, Claims and Risk Control staff are safely working from home, and available to assist you during this difficult time.

McKee Risk Management wishes you, your staff and your families good health.

Here are some tips to keep your employees comfortable and safe while transitioning to remote working:

• Stretches for the Remote Worker
• Ergonomic Remote Workstation Setup

Please visit our COVID-19 news center for more information on the effects of the coronavirus.

Our Carrier/TPA claims representatives are working 24/7 to handle your claims, including any COVID-19 claims. If you need to submit a claim, our Claims Reference Guide can point you in the right direction

(2020-03-19)

Dear Valued Business Partners,

I am writing to communicate to you that the health and safety of our employees, their families, our clients, vendors and business partners is in the forefront of our minds as we monitor and react to the Coronavirus (COVID-19).

In light of the rapidly changing events related to the coronavirus, we are providing you with an update on the status of our operations.

Currently, McKee Risk's main office in King of Prussia, PA remains open for business and is staffed by rotating crews of key employees. Most of our staff is working remotely and we have validated that all of our employees have the tools they need to meet the service demands of all our customers.

We have confirmed that all our claims, risk control and premium audit services are completely functional. We are prepared to continue to meet in person with clients, where necessary.

We have and will continue to review the evolving guidelines from the Centers of Disease Control and Prevention, the World Health Organization and state and local health departments. If necessary, we can implement a 100% remote work environment with the confidence that there will be little disruption to our business partners.

We have prohibited all of our employees from air, train and bus travel. We are limiting the size of any group meetings to 5 or less, and where feasible, are encouraging the use of conference calls and video conferences.

Our goal remains to provide exceptional service in a manner that is safe and secure for our personnel and our partners.

We are at full capacity and stand ready to meet your business needs.

We look forward to working with you to navigate these uncharted waters. We hope all stay healthy during these challenging times.

Please do not hesitate to contact us.

I am personally available at any time at 610-654-8768.

Sincerely,

Clyde D. McKee, III
CEO & Chairman
McKee Risk Management
www.McKeeRisk.com
(484) 674-4000

MEMIC

(2020-06-03)

COVID-19 Policyholder Resources Update
We hope this email finds you, your families, and friends well and healthy.

MEMIC continues to take steps to support our policyholders who rely on us for workers' compensation coverage through the unprecedented challenges brought on by the COVID-19 pandemic.

Below are the latest updates on billing and payments, payroll classification for furloughed and reassigned employees, and safety resources.

Of course, we are always here to help. Please contact your underwriter anytime or visit the COVID-19 Policyholder Resources page on memic.com for the latest updates and information.

Get the Latest COVID-19 Policyholder Resources Updates

Billing and Payments
MEMIC understands the financial hardships caused by COVID- 19, and our Premium Accounting Department remains ready to help. Please direct policyholders who are unable to pay their workers' compensation premium or have billing questions to our Premium Accounting Department as soon as possible to discuss available options. We are open Monday through Friday, 8:00 a.m. - 4:30 p.m. EST at 1-800-660-1306 or bmemic@memic.com.

We are reminding policyholders* that payroll estimates directly impact their premium payments and that decreasing any currently overstated estimates would lower their premium and remaining installment payments. Policyholders may contact you to help make any necessary amendments to payroll estimates. MEMIC can also send policyholders a self-audit form to see if their actual payroll is in line with their current payroll estimates.

*State Specific Regulations and Policyholder Communications
Under state regulation and recommendations for New Jersey and California, we are sending policyholders a letter to let them know about changes they can make to their policy if COVID-19 and applicable "stay-at-home" orders have adversely impacted their business. For your reference, we have provided links to a copy of the letters to policyholders with New Jersey or California listed in line 3A of their policy.

· Policyholder Exposure Notice - June 2020 - CA.pdf
· Policyholder Exposure Notice - June 2020 - NJ.pdf

We will continue to monitor and adapt to state regulations and guidance to help assist our policyholders.

Get the Latest Billing and Payments Updates

Furloughed and Reassigned Employees
Payroll classification(s) may be impacted for employees who are furloughed or temporarily reassigned into new roles due to COVID-19. We are advising policyholders to contact you to discuss their circumstances and to get guidance according to specific rating bureau rules.

For audit purposes, policyholders need to keep separate, accurate, and verifiable records for each furloughed and reassigned employee (wages paid and furlough/reassignment length). If separate records are not maintained, the payroll classification for work normally performed by the employee before any COVID-19 emergency orders, laws, or regulations will be assigned.

NCCI Resources & FAQs
NCCI is responding to the numerous questions they have been receiving regarding COVID-19 and its impact on the workers' compensation industry. Check out this excellent resource for the latest NCCI-related information and submit your questions.

NCCI Frequently Asked Questions

COVID-19 Workplace Safety Resources
MEMIC recognizes that with changing work practices, workers may be exposed to additional risks, as they perform new tasks or must perform work in a manner that restricts human-to-human contact. While keeping each other safe and preventing the spread of the coronavirus is a top priority, the last thing anybody wants is an injury.

Our safety team is hard at work alerting policyholders of these potential new hazards and providing tools and resources they can use right now to help keep their employees safe during these challenging times. Our library of COVID-19 Workplace Safety Resources is being updated almost daily with new information--check it out and share it.

COVID-19 Safety Resources

Policyholder Webinar Success
“I have sat in on several COVID-19 webinars, and yours was from a completely different angle, a notch above the rest. Thank you for making it purposeful and something I can take back to the office and implement!"
    ----Traci Drake, Cornerstone Building & Restoration Inc.

Last week MEMIC hosted a live webinar to help employers develop a customized training plan for their employees to safely get back to work during the COVID-19 pandemic. Nearly 600 policyholders attended and the feedback has been positive. Please check out the recording and share it with your MEMIC policyholders who were unable to attend.

Now Available in MEMIC Safety Director
The webinar recording, training template, and resources are available for policyholders from Safety Director.(Search for "Pandemic Recovery Webinar) [NOTE: Login required]

Millers Mutual

(2020-04-30)

[Extracted Millers Mutual April Update]

Our Charitable Giving Committee at Millers exists as a dedicated community and industry partner, concentrating resources to have an impact on community development and safety. We have recently donated $10,000 to food banks in our operating states, as well as a $5,000 donation to the United Way of the Capital Region’s COVID-19 Basic Needs Fund.  Learn More >>

Billing Support

Millers Mutual is offering billing support to customers who are financially affected by the actions being taken to reduce the spread of COVID-19. Should our customers have questions on setting up special billing arrangements, please advise them to contact us at 1-800-745-4555 to speak to a billing representative or email us at MMAccounting@millersinsurance.com.  Learn More >>

(2020-04-01)

We are “Open” for business and ready to support the needs of our agents and customers.

The health and wellness of our employees is our number one concern, and for that reason we are practicing social-distancing and performing all business operations remotely. During this time, Millers Mutual is open for business and ready to support the needs of our customers and agents.

Read More >>

Billing Support
Millers Mutual is offering billing support to customers who are financially affected by the actions being taken to reduce the spread of COVID-19. Should our customers have questions on setting up special billing arrangements, please advise them to contact us at 1-800-745-4555 to speak to a billing representative or email us at ContactMillers@millersinsurance.com.

Learn More >>

Last fall we rolled out our Enhanced Billing Portal. Now is a good time to have customers sign up for online payment, as people are limiting mailing and leaving their homes.

Read More >>


Coronavirus Resource Page for PA Rental Property Owners

The Pennsylvania Apartment Association has received confirmation that portions of the rental industry operations are considered “life sustaining." ​The information and links on this page are intended to provide resources to help manage this unprecedented situation. Please feel free to share this information with your clients.

Learn More >>

Millers Mutual Offers Data Response & Cyber Liability Insurance

Small businesses of all types are targets for cyber attacks. Our Data Response and Cyber Liability product is a specialized solution designed specifically for our commercial clients. With a policy from us, clients will have a dedicated unit delivering immediate response service and expertise.

Learn  More >>

MSA/NGM

(2020-04-20)

[Shared by Kerri Rego in summary format]

• 20% premium credit for all BOP and contractor insureds for the months of April and May for policies in force as of 3/31/20

• One-time full payment of $50 per vehicle on PL auto policy as of 3/31/20 – checks to be distributed within 60 days (Personal Lines)

Mutual Benefit 

(2020-04-22)

MBG PROVIDING STAY SAFE IN PLACE PREMIUM REFUND

Like many of our competitors, Mutual Benefit Group believes private passenger auto policyholders should receive some premium relief as they comply with shelter-in-place recommendations during the COVID-19 pandemic.

We are announcing our Stay Safe in Place Premium Refund, a $50 refund for each active private passenger auto policy in effect as of April 30, 2020. Please feel free to share this information with your insureds.

Eligible insureds will receive a letter explaining the refund; we have attached a copy of the letter to this email. We will announce the refund on the homepage of our website atwww.thembg.com, where we will also post a list of FAQs that your insureds can review for additional information. Our social media pages will include announcements concerning the refund as well.

Neither you nor your customers need to do anything regarding the processing or receipt of the refund. MBG will identify qualifying policies. Our billing department will apply the $50 as a credit to any outstanding balance on auto policy premium payments, and installment payments will be adjusted accordingly. Insureds who have paid in full will receive a check for $50 through the mail. Please note that policies in cancel pend status are still considered active.

Your agency will see no change to commission as a result of the refund.

If you have questions about the refund, please contact your marketing representative. We thank you for your continued support and representation during this unprecedented time. Stay safe and well!

(2020-04-07)

TO: ALL AGENTS AUTHORIZED TO WRITE WORKERS’ COMPENSATION BUSINESS IN PENNSYLVANIA

MUTUAL BENEFIT INSURANCE COMPANY
SELECT RISK INSURANCE COMPANY
WORKERS’ COMPENSATION RATES AMENDED

Mutual Benefit Insurance Company and Select Risk Insurance Company adopted the Pennsylvania Compensation Rating Bureau (PCRB) base loss costs effective 4/1/2020. 

Both companies utilize loss cost multipliers (LCM’s) that vary by classification. In addition to the PCRB loss cost change, effective 07/01/2020, Mutual Benefit Insurance Company will incorporate loss cost multiplier (LCM) changes. Select Risk Insurance Company will not modify the LCM’s. The combined overall rate impact is (-5.9%) and is applicable by underwriting company as follows:

 - Mutual Benefit Insurance Company = (-4.4%)
 - Select Risk Insurance Company = (-9.3%)

The rates and rules have been posted to www.mbgagents.com under the Rating Manuals section of the site. Class descriptions, rules and procedures are included in the Pennsylvania Compensation Rating Bureau manual. 

Any other questions regarding this change should be directed to your commercial lines underwriting team or marketing representative.

(2020-03-21)

UPDATE – MBG’s RESPONSE TO COVID-19

It is our hope that you and your families are remaining safe and healthy as COVID-19 spreads across our nation.

We’re sure most of you are aware by now that the Pennsylvania governor has ordered all non-life-sustaining businesses in Pennsylvania to close physical offices to slow the spread of the virus. Insurance carriers are included in the closure order. We know you likely have questions about our plan to provide uninterrupted service to you and our policyholders. Here is how Mutual Benefit Group is complying with this order:

1. Our Huntingdon home office location is closed until further notice, but we are taking every possible step to maintain the service levels you expect from MBG.
2. We learned from the Pennsylvania Insurance Department that we are still permitted to allow a small number of personnel to remain on site. A core group of employees will be in our home office to manage computer systems and handle mail, billing, and policy processing.
3. The majority of MBG’s employees will be working from home as of Monday morning, March 23. You will still be able to reach them by phone and email as you always have. These employees will have full access from their homes to all the information and computer systems they will need to manage daily business. You can still rely on our team to handle new business, renewals, endorsements, claims and billing activities. We are still personally available to answer your questions, so please reach out during the same hours of the day that you are used to contacting us.
4. Our employee travel restrictions remain in effect, but your marketing representative and your underwriter are just a phone call or email away, as always.
5. Our field claims representatives as well as our premium audit and risk inspection vendors will continue to make visits as needed. They will take their cue from your clients’ comfort level with personal interaction.
6. We understand many of our policyholders whether individual employees or business owners, are affected financially by government mandates instituted to slow the spread of the virus. We are prepared to discuss payment options with those facing a hardship resulting from the coronavirus (COVID-19) pandemic. Call our Operation Service Team at 1-800-283-3531, Ext. 2790, with questions or to discuss options.

Call Us
You can continue to reach our operation service representatives during normal business hours from 8 a.m. to 5 p.m. Monday through Friday by calling 1-800-283-3531. Additionally:

• Report an auto, home or business claim 24/7 at 1-800-290-6361
• Report an auto glass claim at 1-800-232-8315
• Make a payment during normal business hours at 1-800-283-3531
• Make a payment 24/7 at 888-505-0153

Use Our Online Options

• Submit an auto, home or business claim
• Submit an auto glass claim
• Make a payment

Check Our Website for Updates

Please check our website, www.thembg.com, regularly for updates. MBG will do its best to carry out our mission of helping to build and protect economic well-being, especially in these uncertain times. We thank you for being one of our valued agency partners. May you and your loved ones stay safe and well.

(2020-03-17)
Due to immediate concerns resulting from the coronavirus (COVID-19) outbreak, Mutual Benefit Group has decided to postpone the three territory Agency Advisory Council meetings that were scheduled in the month of April. We have also made the decision to restrict employee travel.

Agency Advisory Council Meetings
The safety of our agents, employees and policyholders is our first priority, which led to the difficult decision to postpone our Advisory Council meetings. We plan to reschedule the meetings at a later time, and we will update you as information becomes available. We certainly still welcome your feedback. Share your concerns or questions with a Council representative from your region, or with your marketing representative.

Restriction of Employee Travel
Effective immediately and until further notice, Mutual Benefit is restricting employee travel in keeping with CDC recommendations. This restriction includes visits to agents and policyholders. Even though our marketing representatives and underwriters will not be visiting in person, they are only a phone call or email away. In this unprecedented and fluid situation, we will continue to do our very best to provide uninterrupted service to our agents and policyholders.

Our field claims representatives as well as our premium audit and risk inspection vendors will continue to make visits as needed. They will take their cue from your clients’ comfort level with personal interaction.

We are here to support you and our policyholders. We continue to closely monitor the situation, and we will continue to send you updates. 

N&D

[Shared by Kerri Rego in summary format]

• Contact billing department w/ questions related to invoicing/billing (Personal and Commercial)

North Carolina Joint Underwriting Association/North Carolina Insurance Underwriting Association

(2020-04-05)

(Form letter being sent to accounts)
North Carolina’s efforts to contain COVID-19 have required everyone to evaluate business operations. Our priorities are how to best serve you, while also protecting the safety and wellbeing of our staff, families, and communities. To that end, we are working remotely, and communicating with our policyholders electronically as much as possible.

During these difficult times, we remind you that we offer options that allow you to pay insurance premiums in installments. This includes paying in 2 or 4 installments (that generate an invoice) or a monthly installment plan (with automated bank draft and electronic delivery). There is no charge for changing your payment plan option and there is no interest for unpaid balances. However, there is a processing fee of $3 per installment.

We also write to advise you that on March 27, 2020 the Commissioner of Insurance issued an order declaring subdivisions (1) through (3) of N.C. General Statute §58-2-46 effective for the State of North Carolina. This order activated the state of disaster automatic stay of proof of loss requirements and premium and debt deferrals. The order only effects premium payments due between March 27, 2020 and April 26, 2020.

This means that policyholders with properties located in North Carolina have the option of deferring the payment of premium due for that property up to thirty (30) days. Please understand that if payment is not received by the amended due date, then the policy will cancel back to the date of cancellation as shown in the cancellation notice.

If you wish to amend your pay plan or take advantage of the deferral, please visit https://www.ncjua-nciua.org/PaymentDeferral to submit your request or call 1-844-627-6637 to speak with one of our Customer Service Representatives.

The Associations want to support you during this challenging time. Our team will continue to be available to answer your questions, handle your claims, and assist you with your insurance needs while working remotely. Providing outstanding service to you and your family is our priority.