Personal Insurance: Carrier Updates

How to use this guide

Updates are being announced daily from the government and individual carriers pertaining to insurance benefits and the COVID-19 pandemic. During such a stressful time this can be overwhelming for families and individuals.

Our team has accumulated the most up-to-date carrier information and news. Below, please find some important information pertaining to these changes. If you can’t find the carrier you are looking for, check here.

Personal Insurance Carrier COVID-19 Updates

Please find your current insurance carrier. Updated as of 4/13/2020.


As communicated earlier this week, Encompass will send out an email to policyholders who are eligible to receive the Shelter-in-Place Payback. Please see the below for a copy of the email.

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

Subject: Encompass: Providing you a payback – a COVID-19 message from our CEO

Body: As we all work together to slow the spread of COVID-19, more of us are at home and driving less, which means having fewer accidents. That’s why we are announcing a Shelter-in-Place Payback for our auto customers. And, since our lives have become more digital, we are providing free identity protection for the rest of the year.

Eligible auto customers will get an average payback of about 15% based on their monthly insurance costs during April and May.

In addition to the Shelter-in-Place Payback, we’re offering free identity protection. We’ve already provided extended auto insurance coverage and payment relief for customers facing financial challenges. Take a moment to review these benefits.

Free Identity Protection: An increase in online and financial fraud is an unfortunate reality as families are spending more time online. As part of the Allstate family of companies, we’re making Allstate Identity Protection product free for the rest of 2020 for those who sign up in April and May. You can sign up by visiting

Extended Coverage: Many auto insurance policies don’t cover commercial deliveries. But in this time when so many neighbors are helping deliver vital supplies to their communities, we’re extending coverage for customers who use their personal vehicles to commercially deliver food, medicine and other goods while a state-wide COVID-19 Emergency Order is in effect.

Payment Relief: Encompass customers experiencing financial challenges can call Encompass or your independent agent to learn how to delay payments without penalty. The Special Payment Plan gives auto and homeowner insurance customers the choice to delay two consecutive premium payments. Customers also can choose to pay what they can afford.

While no one yet knows what the full impact of the pandemic will be, we have delivered for our customers through unprecedented times before—and we’re drawing on decades of experience to deliver for you again. Whether you’re sheltering at home or on the frontlines fighting COVID-19, we want you to know we’re here to support you.

Our country is resilient. Together, we will get through this time and emerge even stronger.

Tom Wilson Allstate Chair, President and CEO

Visit for more details.


Nationwide is giving back customers a one-time premium refund of $50 per policy for personal auto policies active as of March 31, 2020.

Customers don’t need to do anything. Refunds will automatically be credited to the customers’ most recent method of payment (automatic withdrawal, credit card, personal check) within the next 30 days.

Penn National

We are returning premiums to assist our Personal Auto policyholders during the COVID-19 pandemic

The COVID-19 pandemic has caused significant disruptions to our normal routines and unimaginable losses to some of our friends, family members and local communities. Social distancing policies have required restaurants, offices, small businesses and schools to close.

These closures along with government mandated stay-at-home orders for non-essential travel have resulted in a decline in vehicle use and miles driven. It is estimated that there will be significantly fewer miles driven during the months of March and April nationwide.

Pending regulatory approval, a credit of 15% will be applied to two months of premiums for those policies in force as of April 30 in recognition of the temporary reduction in vehicle miles driven.

The credit will automatically be applied to the policyholder’s next premium balance or refunded if paid in full. Premium returned benefits our 165,000 Personal Auto customers. The returned premiums will not impact agency commissions.

While the full impact of the COVID-19 pandemic remains uncertain, we know customers are driving less and the fewer accidents are reflected in our return premium.

Helping support our policyholders and our community

In addition to providing refunds and premium credits to policyholders, we continue to support our customers and the greater community in a number of ways.

  • Flexible billing – We are providing an extended 30-day premium grace period to allow customers more time to pay before cancellation notices are sent. We are waiving late fees and reinstatement fees. Our Customer Contact Center representatives also have the authority switch a policyholder to a more convenient payment plan.
  • Uninterrupted customer support – Thanks to our technology and business continuity preparations, we continue to be available during normal business hours. Also, our customers can report claims 24/7.
  • Support for front-line healthcare workers – We recently donated over 19,000 respirator masks to Geisinger Holy Spirit Healthcare. We appreciate the tireless work of all healthcare professionals and will continue to look for ways to support them.

We will continue to keep you informed of new developments.

Plymouth Rock


In addition to the COVID-19 customer relief plans that we announced on Friday, including the option to “pay it forward,” we have several additional updates to share related to our coronavirus response. We remain committed to developing innovative tools and resources to support you, your customers and your local communities during these difficult times.

Expansion of Delivery Accommodation

We are expanding our previously communicated food delivery accommodation to also include the delivery of medicine.

As a reminder, Plymouth Rock will temporarily waive enforcement of the personal auto policy “business use” exclusion and/or “delivery for compensation or a fee” exclusion if a loss occurs while a listed operator is delivering food or legal medicine for their employer.

The loss must occur between March 27, 2020 and May 31, 2020 and each case will be evaluated on all of the claim-specific facts. This waiver does not apply if the listed operator or the employer has other valid and collectible insurance which covers the loss.

Helping affected customers through a difficult time

As we continuously monitor the evolving COVID-19 situation and take appropriate actions based on guidance from our public officials, rest assured that we are here for you and your customers. While the health and safety of our customers are of utmost importance to us, we also understand that this situation has the potential to cause financial hardship for our customers.

Communication to Customers

Earlier, we sent an email to every policyholder for whom we have an email on file. The goal of the email was to ensure that all of our customers know that we are here to help – regardless of whether they are experiencing financial hardship as a result of COVID-19. Further, we wanted to remind them how to reach us and the easiest ways for them to self-service their policies –whenever, wherever and however they prefer. Versions of the customer email have been posted on our website, blog and social media accounts, and you can read the email here.

If you hear from customers who have been directly affected by this situation, please let them know that we are here and ready to help with any questions they have. That includes billing, payments, the possibility to waive fees, adjust or pause billing schedules, and extend cancellation dates. For example:

  • If a customer is temporarily out of work and needs a payment extension, we will hold any policy cancellation, work with the customer on a payment plan and waive any late fees.
  • If a customer’s policy has lapsed and they are unable to make a payment because of the impact of COVID-19, we will work with them to reinstate the policy, create a payment plan solution and waive the reinstatement fee.

For these and other similar situations, please reach out to us – we are here to help.

Commitment to Service

As we communicated, we are continuing to provide uninterrupted service to our customers throughout this situation. Further, we have made it clear to our Customer Solutions teams that if for any reason a customer is unable to reach his or her agent because an agency is closed or unavailable, we are prepared to fully service the policy. If you have any questions, you can contact your Underwriter or anyone on the Customer Solutions team.

We are committed to providing exceptional service to you and your customers throughout this situation, and we thank you for your continued support.


Progressive returns $1 billion in premium to customers

Today we announced that we’re providing credits of approximately $1 billion in premium to Progressive personal auto customers as a result of fewer claims that come with less frequent driving.

Subject to approval by state regulators, Progressive personal auto customers who have a policy in force as of April 30 will be credited 20% of their April premiums in May and personal auto customers with a policy in force as of May 31 will be credited 20% of their May premiums in June. We estimate that the sum of these two credits will total approximately $1 billion. We may offer additional credits in the upcoming months.

Customers will not need to take any actions to receive the benefits. The credits will be applied automatically to the customer’s policy and those customers who have paid in full will receive a payment of the credited amounts. Please be assured that this action will not affect commission payments. Customers will see it reflected in their accounts within a few weeks after month end.

If they have a balance on the policy, we’ll apply the credit directly to the remaining balance. And if they’ve already paid in full, we’ll return the money to the payment account we have on file—please make sure your customers’ payment details are up to date.

Progressive CEO Tricia Griffith explained, “We understand how difficult and uncertain people’s lives are right now. While auto insurance might not be the most pressing topic on everyone’s mind, we know that finances could be. For our customers who have trusted us to be there in their times of need, we’re fulfilling that promise. We want them to know how much we care. Always guided by our core values, doing the right thing is vitally important to us. We know that by sticking together and taking care of one another during these difficult times, we’ll come through this stronger. We want our current customers to remain our future customers.”

We’ll continue to monitor the effects of the coronavirus situation and share updates as needed as we look for additional ways to help agents, customers, and our communities move forward. In fact, we’re finalizing plans on a number of initiatives designed to help you, our agent partners, during this time—look for additional information next week.

In the meantime, be well and stay safe. Thank you for partnering with Progressive.


We recognize the uncertainty and financial challenges you may be facing as the nation bands together to slow the spread of coronavirus. To help our customers, we are taking the following action:

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 need not call us to get your refund.

Please visit for the latest information. In the meantime, stay well and thank you for being a Safeco customer.


David Long
Chairman and Chief Executive Officer



Selective will be giving customers with personal and business auto insurance policies a 15% premium credit for April and May related to the various COVID-19 shelter-in-place orders. The program, which is subject to expected regulatory approval, is part of our ongoing efforts to support our customers, employees, independent distribution partners, and the community in these uncertain times.

We remain committed to working with each of our customers to provide COVID-19-related assistance. In addition to the premium credit, we are providing individualized payment flexibility to help ensure they can maintain their insurance coverage, and the delay of policy cancellations, late payment notices, and late or reinstatement fees until May 31 or the timeframe determined by each customer’s home state insurance commissioner.

Attached is the official press release and FAQs on this topic. I have also highlighted a few below, too.

Who will qualify for a COVID-19-premium credit?

The COVID-19 premium credit is only for customers with personal and business auto insurance policies in force as of April 30, 2020 and May 31, 2020.

How will the COVID-19 premium credit be applied?

15% of the monthly premium for the months of April and May will be applied as a credit to the account of each customer who has an in-force personal and/or business auto policy as of April 30, 2020 and May 31, 2020.

How can a customer find out exactly how much of a COVID-19 credit they’ll receive?

Customers who use our self-service portal and have shared their email address will receive a personalized email with their calculated COVID-19 premium credit, and any applicable credit will appear on a customer’s bill.

When will customers receive their COVID-19 premium credit?

We are currently working with state regulators on our planned premium credit, but we expect to apply the 15% credit for customers with an inforce auto policy as of April 30 in early May and as of May 31 in early June.

Will adjustments be made for customers who have already paid in full?

Yes. Customers who have paid in full will receive COVID-19 premium credit check.

Will auto customers using other payment options receive a COVID-19 premium credit?

Yes, the premium credit will be applied regardless of the form of payment a customer used. All customers with personal and business auto insurance policies in force as of April 30, 2020 and May 31, 2020 will receive a premium credit.

If a customer already received a payment accommodation, will they still qualify for the credit?

Yes. Customers who have deferred payment during the COVID-19 state of emergency will still receive the COVID-19 premium credit.

We will continue to share information on our public website, agent portals, and via email to agents and customers. Please let me know if you have any questions or if there is any way I can help your agency through our unique, current situation.


Everyone has been impacted by COVID-19, which has required us to rethink where and how we work. But we have both met the challenges – and through our strong partnership – we will continue to work together seamlessly to deliver the service and support our customers need.

Our customers have made changes as well. Many have been sheltering-in-place, doing their part to help flatten the curve of this pandemic. Our auto customers are driving less and reducing their exposure, so we believe it is appropriate to credit a portion of their premium.

This action, along with other COVID-19-related considerations to help customers keep their coverages in place, are just a few of the ways we’re helping our mutual customers at this difficult time.

Here are a few highlights of our COVID-19 credit program:

  • We’re offering a 15% credit to both personal and business auto policyholders, unlike many other carriers who are restricting their refunds to personal auto only.
  • Pending regulatory approval, customers with an inforce personal and/or business auto policy as of April 30, 2020 and May 31, 2020 will receive 15% of their monthly premium for April and May applied to their account.
  • Credits automatically will be issued without action required by you or the customer.

This credit, along with the adjustments in pay plans and grace periods, are just two of the many ways we’re helping our customers and distribution partners deal with COVID-19’s impact.

To read more about Selective’s COVID-19-related actions, including what we are doing for our employees, please read our press release and the Q&A available on


Travelers customers will receive a 15% credit on their April and May auto insurance premiums.

The company said it will automatically credit customer accounts, “providing them with prompt and much-needed relief during this time.”

“Our customers are doing their part to stay at home and help stop the spread of COVID-19,” said Alan Schnitzer, the company’s chair and CEO.

“Our new program recognizes their contribution to the effort we all need to make to protect our health and safety and the resulting decrease in miles driven and auto claims.”

Wright Flood

Flood Policy Refund Checks Now to be Mailed Directly to Policyholder

Starting April 15, 2020 premium refunds or over payments due back to insureds from Wright Flood policies will sent via USPS mail directly to the Policyholder mailing address shown on the flood policy as a standard process. Wright will discontinue mailing refund checks to the agents for further distribution.

However, any agency that would like to continue receiving their insured’s premium refund checks mailed to their agent’s office for the agent to distribute further to the policyholder can send an email to

The email indicating they prefer to receive refund checks at their office and be exempted from the new standard should be sent from an authorized party within the agency and should include the producer codes for their affected Wright Flood accounts.

If there are any questions, please call your Regional Sales Manager or Flood Marketing at 866-373-5663.

At Wright Flood, we strive to assist both agents and policyholders to promote shelter in place rules and safe contact during this Covid 19 Pandemic. Please stay healthy, stay safe.