In an effort to best assist our customers during the COVID-19 Pandemic, we have compiled company-specific information on this page for you to refer to and use as a resource if needed. Please click on your insurance company listed below to get more information on the steps they are taking to help their policyholders. As always, we are sending our well wishes to everyone affected by COVID-19 and hope you are all staying healthy and safe. Please don’t hesitate to reach out with further questions!
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COVID-19 RESOURCES
Andover Companies
Andover
BILLING OPTIONS FOR CUSTOMERS IMPACTED BY COVID-19
We understand that many individuals and businesses directly impacted by the COVID-19 pandemic may be facing financial hardships. For those that are affected, we will make accommodations, including billing options that allow for partial payments, modified bill plans, and grace periods. We encourage these and all other billing inquiries, be directed to your independent agent, or the following email address: [email protected] .
Effective immediately and until further notice, we are pausing non-payment policy cancellations. Non-payment of premium will not result in cancellation of coverage. Additionally, we will continue to be flexible with payment options, modified billing plans, waiving of NSF fees, and extended grace periods. While policyholders must pay the outstanding premium balance once this pause period has ended, we hope it will support insureds facing immediate hardship due to COVID-19. Policyholders should speak with their independent agent or contact us directly at [email protected] for additional support.
We are deferring in-person property inspections and encourage agents to contact their underwriter regarding any outstanding loss control recommendations. Underwriters will be as flexible as possible, delaying all but the most severe loss control recommendations.
SELF-SERVICE TOOLS
- Bill Payments
- Online payments can be made by selecting “Customer Login” on our home page, www.andovercompanies.com
- Phone payments (only ACH Payments) can be made by contacting our Billing Department at 1-800-225-0770 during our regular business hours, Monday-Friday.
- Claims
- If you need to report a claim, Please call 1-800-225-0770.
www.andovercompanies.com
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Bunker Hill Insurance
Bunker Hill Insurance
Homeowners Insurance Customers
(For auto insurance, refer to Plymouth Rock)
We understand that nearly everyone is facing challenges due to the coronavirus pandemic. As someone who’s entrusted us to keep you and your loved ones safe, you should know that we want to do what we can to help you by providing financial assistance during this time.
Additional Living Expense Coverage
Bunker Hill will apply its Additional Living Expense Coverage to any health care worker who is required by illness or job requirements caused by COVID-19 to temporarily reside somewhere other than their primary residence. This coverage would be available when payment for these expenses is not provided by the health worker’s employer or another source.*
What is this coverage and how does it impact healthcare workers?
Standard homeowners policies typically provide coverage for temporary living expenses when you are not able to reside in your home due to a covered loss. With our COVID-19 relief program, we will waive the requirement that Additional Living Expense Coverage is provided due to a covered loss, offering this coverage to any health care worker who is required by illness or job requirements caused by COVID-19 to temporarily reside somewhere other than their primary residence, such as a hotel. This coverage is available when payment for these expenses is not provided by the health care worker’s employer or another source. Claims may be filed by emailing [email protected] or calling 800-396-0919.
Billing Relief
If you are facing financial difficulty due to COVID-19 that may impact your ability to pay your premium, contact us to discuss how we can help. We hope these steps provide some real relief during these difficult times. Thank you for being a valued Plymouth Rock customer, and please stay safe.
Self Service
As always, our customers can rely on a wide array of self-service tools that make it convenient, easy – and safe – to manage their insurance 24/7, from any device, including:
- Manage Your Policy – Our online billing and service portal lets customers view policy information, balances, due dates, policy documents and more.
- Online Claim Reporting – Customers can report a claim from anywhere, anytime and on any device.
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Foremost Insurance Group
Foremost
Foremost is actively monitoring the novel coronavirus (COVID-19) and instituting practices to ensure the health and safety of our employees and customers. We have business continuity plans in place and are maintaining full operational capacity with no interruption in business services at this time. Foremost will continue to monitor the situation and provide updates as necessary.
If your household was directly affected by the novel coronavirus (COVID-19) and you are unable to pay your bill, we may be able to assist you. Foremost is extending a grace period for late payments until at least May 1, 2020. If your payment is late during this time, we will send you a reminder bill with an extended due date (rather than a cancellation notice for non-payment). This process will happen automatically; there is no need for you to call us to request an extension.
All other billing remains unchanged, with bills going out with their regular due dates. Foremost will continue to monitor this situation, and will update you as we make any additional changes to help you maintain your insurance coverage.
If you have any billing questions, please call Foremost at 1-800-532-4221. If you are a customer in New York, view state specific updates.
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Hanover Insurance Group
Hanover
As part of our commitment to be there when our customers and communities need us most, The Hanover CARES Fund will return 15% of April and May auto premiums to eligible personal lines customers. This refund will be automatically applied and customers do not need to take action.
Customers with billing questions should call 800-922-8427. In addition, we’ll contribute $500,000 to local nonprofits across the country to address needs arising from this public health crisis.
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Main Street America
The Main Street America Group
Premium Relief
- Over the next 30-60 days, pending Insurance Department approvals, customers with a personal auto policy as of March 31 will receive a $50 relief payment per eligible vehicle from Main Street America.
- Main Street America’s Business Customer relief fund will give policyholders as of March 31 a 20% premium credit for April and May on Business Owners and Contractors policies.
Payment Leniency*
- We are accepting payment extension requests for up to 60 days from the date requested (without penalty or late fees) through the end of the respective state of emergency for your state.
- To request a payment and billing suspension, please contact your independent insurance agent.
Coverage Extensions
- We are temporarily offering our restaurant customers hired and non-owned auto coverage for food delivery during the COVID-19 emergency period.
- We are also temporarily extending auto coverage to customers who use their personal vehicle to deliver food during this time. Standard personal auto policies typically exclude this coverage.
- We are also extending rental car coverage for policyholders who are unable to get necessary repairs due to business closures.
Community Support
- Our relief efforts also extend to individuals, families and businesses in communities where we operate. Through our NGM Charitable Foundation and Employee Matching Gift program, we are providing funds to support relief efforts for those facing financial uncertainty and other needs. Our efforts support those of the American Family Insurance group of companies, who have pledged $4 million in support of pandemic relief and other nonprofit efforts.
If you have been financially impacted by the coronavirus (COVID-19), and have additional questions about late payments, fees, cancellations, non-renewals or other payment concerns, we encourage you to discuss your options with your independent insurance agent.
*Important Note: This deferment does not represent a period of free coverage. The payment and billing cycle will begin again at the end of the deferment period. Insureds are required to pay the full amount due on their policies by the end of the policy term. State mandates will take precedent and Main Street America will comply with those in lieu of this exception policy.
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MAPFRE Insurance (Commerce)
Mapfre (Commerce)
MAPFRE Insurance Staying Home Refund
Subject to regulatory approval, the MAPFRE Insurance Staying Home Refund will return 15% of April and May premium to our voluntary personal auto policyholders in Massachusetts, a total of over $30 million. On average, most policyholders will receive a premium credit of approximately $40. A similar premium credit will be provided to our personal auto policyholders in our other states of operation for the same time period. Further details will be available on our website at http://mapfreinsuranceblog.com/covid-19-updates/.
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The Norfolk & Dedham Group
Norfolk & Dedham
20% Refund for Massachusetts Private Passenger Auto Insurance Policyholders
- Eligible Private Passenger Auto policyholders will receive a refund check in the amount of 20% of their PPA premium for the months of April and May.
- The refund checks will be mailed to those policyholders in the coming weeks with an accompanying letter explaining the refund. Eligible policyholders will receive the refund automatically.
- These refunds will not be counted against premium and will not impact agency commissions.
- The refund is subject to regulatory approval.
We understand the uncertainty and financial challenges many are facing at this time. On March 20, The N&D® Group implemented the following temporary protocols:
- Suspension of non-pay cancellation notices
- Suspension of the zero-balance renewal requirement
- Suspension of late fees and EDP fees for insufficient funds
In all cases, outstanding balances will roll forward to the next installment.
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Plymouth Rock
Plymouth Rock
For homeowners insurance – please refer to Bunker Hill
If you are a Plymouth Rock customer facing financial hardship due to COVID-19 that may impact your ability to pay your premium, contact us to discuss how we can help.
Billing Relief
Effective April 1, 2020 we will provide relief for personal insurance customers affected by the COVID-19 pandemic, subject to regulatory approval. Relief will continue until each state’s current stay-at-home orders are lifted.
Plymouth Rock plans to offer the following relief to our customers:
- Personal Auto insurance customers will receive a 25% premium credit on Liability and Personal Injury Protection Coverages. An automatic credit will be applied to affected customers’ policies. No further action is required.
- We are introducing our “pay it forward” option, which gives anyone who wishes the ability to donate their personal auto insurance premium credit to a non-profit that is providing relief for those hit hardest by COVID-19. A list of charities will be made available in the coming days.
- Any health care worker who is an auto insurance customer and is involved in an accident while driving to or from work, or in the line of duty, will not have to pay their comprehensive and collision deductible.
- Continuation of our payment flexibility, including waiving of late fees and a 60-day grace period (longer in some states), holds on cancellations and non-renewals for non-payment, per state guidelines.
24/7 Convenience
As always, our customers can rely on a wide array of self-service tools that make it convenient, easy – and safe – to manage their insurance 24/7, from any device, including:
- Manage Your Policy – Our online billing and service portal lets customers view policy information, balances, due dates, policy documents and more.
- Online Claim Reporting – Customers can report a claim from anywhere, anytime and on any device.
- CarPicsSM – Our photo appraisal tool lets customers snap photos of their vehicle and send them to a claims representative in just a few minutes – eliminating the need to schedule an appraisal for eligible claims.
- Electronic Funds Transfer (EFT) – This option adds ease of payment, streamlines claims payments and eliminates the need to wait for a claims check in the mail.
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Providence Mutual
Providence Mutual
Billing
If your employment or business has been impacted due to COVID-19 and you are unable to pay your bill, please contact us at 877.763.1800, or email us at [email protected]. Please include your policy number and phone number when emailing us.
We will work with you to adjust or pause billing schedules, accept partial payments, and extend cancellation dates.
We are not charging late fees and are not collecting insufficient fund fees.
Providence Cares Credit
For personal automobile policies renewing between June 15th, 2020 and June 14th, 2021, our policyholders will receive a premium credit on their renewal approximating 15% of two months of the expiring personal automobile policy premium.
Inspections
If you’re scheduled to receive a physical home inspection of your property, our representatives or your independent agent may contact you regarding our self-service platform. If you have any questions, please contact us.
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Safeco Insurance
Safeco Insurance
Personal Auto Customer Relief Refund
Fewer drivers are on the road, which means fewer accidents. With this in mind, we are announcing our Personal Auto Customer Relief Refund, which will return approximately $250 million to our customers. Here’s how it works:
- Personal auto insurance customers will receive a 15% refund on two months of their auto premium, based on your premium amount as of April 7, 2020.
- We are planning to issue the refund in the manner you made your most recent payment or by check.
- We will begin issuing refunds in the coming weeks, after we have approval from state insurance regulators.
- Your refund will happen automatically, and you do not need to call us to get your refund.
Payment Flexibility Options
We have automatically stopped charging late fees and have temporarily paused personal auto & home coverage cancellations due to non-payment from March 23 through June 1, 2020, or later as directed by your state.
We are also extending payment dates if needed. Please contact us if we can be of assistance.
Online Options for Personal Insurance Customers
For fast service, you can always go online at any time or use our app to:
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Safety Insurance
Safety Insurance
Are you returning premium to customers as a result of governmental shelter-in-place measures?
As part of our commitment to help our customers navigate these difficult times, we have announced a 15% Safety Personal Auto Relief Credit. Pending regulatory approval, any personal auto policyholder that has a policy in effect as of April 1, 2020 will receive the credit off their premium for the months of April and May. To be eligible, you must have made at least one payment on your policy and maintain continuous coverage. The credits will be applied automatically and if you have already paid in full, you will receive a refund for the amount of the credit.
When can we expect to receive our Safety Personal Auto Relief Credit?
This is currently pending regulatory approval, but customers can expect to receive this 15% credit adjustment in May.
How will I receive my credit?
Customers on direct bill will receive the automatic credit on future bills. Those who have paid in full will receive a refund check.
Where can I find out how much I will be receiving?
You will be able to view the refund amount on My Account. If you do not have a My Account we encourage you to register today for an account.
If shelter-in-place orders extend past May, will I continue to receive auto premium credits?
As information becomes available, we will continue to assess the impact of the COVID-19 crisis on auto claims.
What are my billing options if I am facing financial difficulties due to COVID-19?
We recognize that many people are facing financial difficulties. Cancellation notices issued on or after March 23, 2020 will be rescinded and Safety will place a temporary hold on all non-payment policy cancellations until further notice. We will continue to send out bills but will not cancel for non-payment and we will waive all late and non-sufficient fees. Our billing staff is available and will work to understand each individuals circumstance to provide flexible solutions on your premium payment terms. For additional billing questions, please contact our Billing Department at 800-951-2100. Reps are available from 8:00 AM to 7:00 PM Monday – Friday.
How can I lower my premium?
Your Independent Agent is in the best position to assist you with any coverage changes. Please talk to your agent regarding the best solution that meets the needs of your current situation.
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Travelers Insurance
Travelers Insurance
COVID-19: Stay-at-Home Auto Premium Credit Program
We know that many of our customers are doing their part to help stop the spread of COVID-19 by staying at home. That means many of them are driving fewer miles, resulting in a decrease in auto claims.
With that in mind, we have launched the Stay-at-Home Auto Premium Credit Program, which will automatically give U.S. personal auto insurance customers a 15% credit on their April and May premiums. It’s our way of supporting our customers, and we hope it helps ease some of the financial burden many are experiencing.
We will continue to assess the program as more information comes to light about the impact of the COVID-19 crisis on the driving environment and auto claims.
Billing Relief for U.S. Customers
To ease the financial burden that many individuals and businesses are facing due to COVID-19, Travelers is expanding billing relief for all our U.S. customers.
Specifically, we will suspend cancellation and nonrenewal of coverage due to nonpayment through May 15, 2020. We will not charge interest, late fees or penalties during this period, providing policyholders extra time to pay their premiums without risking cancellation.
Please contact a Travelers billing representative if you would like to discuss your specific billing arrangements.
- For U.S. Personal Insurance, visit MyTravelers.com or call 1-800-842-5075.
- For U.S. Business Insurance and Bond & Specialty Insurance, call 1-800-252-2268.
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Union Mutual
Union Mutual
Providing immediate financial relief to personal auto policyholders financially impacted by COVID-19.
Beginning the week of April 20th, we will apply a one-time ‘Stay Home, Stay Safe Credit’ to all personal auto policies. The credit will be 15% of two months’ premium. Credit will either be applied to any remaining premium due or refunded as a check if the policy has been paid in full. Click here to read our latest bulletin.
Additional measures we are taking to respond to the COVID-19 pandemic:
- Postponing Inspections: All interior and exterior inspections for new and renewal business will be postponed until further notice.
- Increased Underwriting Flexibility: We will continue to work with agents and policyholders to provide more underwriting flexibility to prevent non-renewals and cancellations.
- Deferring Loss Control Recommendations: We will not non-renew or cancel a policy for failure to comply with loss control recommendations, unless they are deemed a life & safety concern.
- Billing Flexibility: We will work with any insured to find premium savings including; changing billing plans, waiving late fees, quoting deductible changes, reviewing sales and payroll amounts, etc. We will also continue to comply with state specific regulations regarding flexibility on cancellations / non-renewals.
If you are experiencing financial hardship due to the impact of COVID-19, please contact our Customer Support Billing team for assistance at 1-800-300-5261 ext. 721 or by email at [email protected]
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Universal Property and Casualty
Universal Property and Casualty
When applicable
- Providing a 30-day payment grace period from the expected cancel effective date; unless otherwise required your respective state’s department of insurance.
- Waiving all penalties/fees relating to late payments
- Waiving any reinstatement fees relating to late payments
When requested
- Offering premium installment plans
- Additional time to perform certain duties under the policy
We encourage you to access your account from home or on the go, 24/7, using UniversalProperty.com or our iOS mobile app. These platforms allow you to view and upload documents, make payments, file a claim, go paperless and more. We’ve made enhancements that make it easier and more convenient than ever to manage your account electronically.
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