Update to our Policyholders Regarding COVID-19
April 3, 2020
To our Policyholders,
We at The N&D® Group hope first and foremost that you and your loved ones are safe and healthy in this unprecedented time.
I wanted to provide a brief update on areas that might be of interest to our Policyholders based on questions we have received over the past few weeks:
We are proud to report that 100% of our staff is working remotely.
We have been able to track call volume and response rates to ensure that we maintain exceptional levels of service. Based on our early feedback, our employees have risen to each challenge and stepped up better than we possibly could have expected.
Online Bill Pay
Many of the calls we receive are related to billing. If you need to pay a bill, you can do so online. Our portal will show you what is owed and will allow credit card or bank payments.
If you have other questions related to an invoice, our billing department is at your service to answer them and work with you.
Claims handling is another area impacted by this crisis. We have developed protocols with respect to COVID-19. When we are able, claims will be handled remotely and virtually. We are able to handle many claims through text message communication and self inspections. Wherever possible, we are avoiding in-person claims adjustment.
We are receiving many questions about how our insureds can opt for paperless policy and invoice delivery. It takes about five minutes to sign up for My Insurance, our Policyholder portal. On the left side of the My Insurance home screen, or under Account Settings on a mobile device, you can choose paperless delivery of policies and bills.
As always, we are prepared to fulfill our mission, “To provide financial security to our Policyholders through an exceptional client experience affording them peace of mind.” If we can help in any way, please do not hesitate to reach out at 800-688-1825.
Joel P. Murray
President & CEO
The N&D® Group