COVID-19 – ANNOUNCEMENTS
June 16, 2020
We have issued refunds on auto premiums to our members. If you had auto coverage with Northern Neck as of April 1, you have received a 15% credit due to Virginia's stay-at-home order for your April and May auto premiums. No action was required by you to receive your credit. The following FAQs have more detail about these credits.
Who received a credit?
- NNINS members with auto policies in effect on April 1, 2020, were eligible for credits.
How was my credit amount calculated?
- We issued a 15% credit on April and May personal auto premiums. While the actual amount of your credit depends on your coverages, the approximate credit is $30 per policy.
How did I receive my credit?
- If you pay by installment, a premium credit will be forwarded to your next payment.
- If your policy has been paid in full, you will receive a refund check in the mail.
- If your policy has an outstanding balance due, the credit was applied toward that balance.
Will there be additional credits if I do not drive as much in the future?
- These credits reflect a collective reduction in auto claims activity among NNINS members in April and May. We are monitoring the overall impact of COVID-19 on our company and will adjust our plans as the situation evolves. Our decisions will be based on our members' best interests, both individually as policyholders and collectively as mutual-owners of the company.
Will this response affect my auto premiums in the future?
- These auto credits represent a return of premiums because of reduced claims expenses during Virginia's lockdown. They will not affect future premiums.
What if I have questions about my credit?
- If you have a question about your credit, please call Members Services at 800-552-8660.
What if I lost my job due to COVID-19 and cannot pay my premium?
- We are extending payment deferrals and waiving fees for an additional 60 days through July 31, 2020, for our members who have lost income due to COVID-19. Members who wish to defer their premium payments should contact our Member Solutions team at memberservices@nnins.com or 804-438-4530 or 800-552-8660.
- If you want to make a change in your coverage, please contact your NNINS agent. Agents around the state are open for business and standing by to help. If you have questions or need help finding an agent, please contact us at (800) 552-8660 or locate an agent here: https://www.nnins.com/find-an-agent
What if I have a claim?
- If you have a claim, our claims team is fully operational and ready to help. Please use our normal channels to report a claim by calling (877) 968-7252 or by visiting our Member Center.
- There are several simple and convenient options for starting the claim process. You can:
- Start a claim online through the Member Center.
- Call our 24/7 Claims Hotline (including glass claims): 877-968-7252
May 22, 2020
Letter from Peter Cammarata, President & CEO
To the Northern Neck Insurance community,
I hope this letter finds you safe and well. As a Virginia-only mutual insurer, our company is built on the idea that we are stronger together. Thousands of Virginians buy Northern Neck insurance to protect themselves in an emergency, and together we all ensure that the whole membership is protected. Today, we are all facing an emergency unlike any in our lifetimes. And yet, for all of the abrupt changes of COVID-19, people around the commonwealth are responding in a familiar way: they are reaching out to help. I'm writing to share what our team is doing to help during this crisis and to invite you to join us if you can.
First, we are issuing refunds on auto premiums to our members. If you had auto coverage with Northern Neck as of April 1, you will receive a 15% credit for your April and May auto premiums due to Virginia's stay-at-home order. These credits are scheduled to be applied automatically in June; no action is required from members to receive the credit. The attached FAQ has more detail about when and how credits will be applied.
Second, Northern Neck is partnering with the Virginia Federation of Food Banks to ensure Virginia families don't go hungry in the coming months. Virginia's food banks do essential work, and they are absolutely vital now. Job losses are forcing thousands of people to use their local food banks for the first time. Northern Neck has pledged $175,000 to expand the supply of fresh, nutritious meals to tens of thousands of Virginia families in the coming months. The state's food banks run on the commitment of local community members to take care of each other. If you are able, please join us in ensuring local families in your area do not go hungry. We will share more information soon, but in the meantime I encourage you to visit virginiafoodbanks.org to learn more about their work.
Finally, we will continue to work with our members who are facing financial challenges. If you are having trouble paying your insurance bill, please contact our member services team at memberservices@nnins.com or 804-438-4530 or 800-552-8660.
Many years ago, a small group of Virginia homeowners made a promise to help each other in times of need. That promise marked the founding of Northern Neck Insurance. Today, the power of "Virginians helping Virginians" fuels our company, but it also forms the foundation of our local communities. By working together across Virginia, we will navigate COVID-19 and the inevitable challenges that will follow. On behalf of the entire Northern Neck Insurance family, thank you for your trust and support. It is our privilege to support so many families, friends, and neighbors during this crucial time.
With gratitude,
Peter Cammarata
President & CEO
Auto Refund – Frequently Asked Questions
Why are you issuing auto premium credits?
- People are driving less due to Virginia's stay-at-home order. Less driving means less risk and fewer auto claims paid. As a result, we are returning a percentage of your auto premiums in recognition of these extraordinary changes in driving habits.
Who will receive a credit?
- NNINS members with auto policies in effect on April 1, 2020 are eligible for credits.
How was my credit amount calculated?
- We are issuing a 15% credit on April and May personal auto premiums. The actual amount of your credit will depend on your coverages. The average credit is approximately $30 per policy.
How will I receive my credit?
- No action is needed from you. Credits are scheduled to be processed in June.
- If you pay by installment, the credit will be automatically applied to your next payment.
- If your policy has been paid in full, you will receive a refund check in the mail.
- If your policy has an outstanding balance due, the credit will be applied toward that balance.
What else is Northern Neck doing to help those in need?
- For our members who have lost income due to COVID, we are extending payment deferrals and waiving fees for an additional 60 days through July 31, 2020. Members who wish to defer their premium payments should contact our Member Solutions team at memberservices@nnins.comor 804-438-4530 or 800-552-8660.
- For our communities, we are working with the Virginia Federation of Food Banks to expand access to healthy nutritious meals for our many neighbors in need. We have pledged $175,000 to help our state's food banks deliver food to hundreds of community food pantries and local food programs across the state.
Will there be additional credits if I do not drive as much in the future?
- These credits reflect a collective reduction in auto claims activity among NNINS members in April and May. We are monitoring the overall impact of COVID-19 on our company and will adjust our plans as the situation evolves. Our decisions will be based on our members' best interests, both individually as policyholders and collectively as mutual-owners of the company.
Will this response affect my auto premiums in the future?
- These auto credits represent a return of premiums because of reduced claims expenses during Virginia's lockdown. They will not affect future premiums.
May 8, 2020
Update: NNINS Auto Refund Program
Many NNINS members have asked about auto refunds. We will announce the details of our auto refund program very soon. Most NNINS members with auto policies will receive premium credits due to reduced driving during Virginia's stay-at-home order. We will share details with you and your independent agent in the coming days, along with additional important announcements. Thank you and more soon!
April 8, 2020
Regarding Auto Refunds
We have seen announcements from national carriers offering rebates on auto premiums. We certainly understand the appeal of such a gesture. We also understand it is essential to fully understand how the pandemic is affecting our members and their coverages, now and into the future. Like everyone else, we are adjusting to an unprecedented situation. Virginia’s shelter-in-place order has been in effect for just a few weeks, which has already resulted in significant changes in how people are using their homes and vehicles. Right now, our top priority is working with members to help them keep their insurance coverages in force by deferring premium payments for those who have lost income. We are closely watching the situation, and we promise to share more information as we continue to respond in the best interest of our members. We will keep you updated as we continue to navigate this situation together. We appreciate your patience and trust in us to best serve your insurance needs.
April 3, 2020
Update: Redefining Service
As the COVID-19 pandemic changes the way we live and work, we are all seeking new ways to serve our neighbors and communities. As a Virginia-based company, owned and operated by Virginians, we are also adapting to ensure that our members continue to receive essential insurance services. We're committed to protecting our team members and supporting our communities, including more than 200 independent agents who operate small local businesses on main streets across Virginia. Insurance is about confidence and peace of mind – two things we all can use right now. So, while we are currently working in new ways, the result is much the same: trusted, reliable insurance protection when you need help so you can focus on the essential things like caring for family, friends, and neighbors.
Here are answers to common questions we are hearing from our members. For other resources, tips, and more, visit our Facebook page.
What is the best way to manage my policy while I am sheltering in place?
Our online Member Center is the fastest and most convenient way to do many of your policy account maintenance almost anywhere, 24 hours a day. Enroll today to start. If you need assistance with enrollment, please call our office during regular business hours: 804-438-6611 and 800-552-8660.
Are your offices open and available?
We have temporarily closed our home office, but we are fully operational, with the vast majority of our teams working safely from home. Insurance is an essential business, and we will continue to provide Virginians with the coverage and claims service they need. You can call us Monday through Friday from 8:30 a.m. to 4:30 p.m. at 804-438-6611 and 800-552-8660.
What about my local agent’s office?
Our independent agents are owned and operated independently and are making their own decisions to follow social distancing recommendations by working from home to protect their clients and employees. For more information, visit your agent's website to make direct contact via phone or email. They are committed to providing the most uninterrupted service to you possible.
What if I have a claim?
There are several simple and convenient options for starting the claim process. You can:
- Start a claim online through the Member Center.
- Call our 24/7 Claims Hotline (including glass claims): 877-968-7252
What about Roadside Assistance?
If you have an auto insurance policy with NNINS, you have 24/7 roadside assistance. Please call: 800-913-8847 / 804-286-3044
Do I need to have an in-person appointment with an adjuster?
We've suspended all unnecessary damage inspections except for emergencies, such as water damage with an active leak or threat of mold. When necessary, we can do in-home reviews and estimates through a real-time video chat with our members or using photos that you submit to us online. Our adjusters may continue to do exterior property inspections outside the home with member permission. Our property adjusters follow CDC Guidelines, including social distancing and following sanitation guidelines. If you have a material damage claim that requires on-site estimates, our appraisers will follow the same CDC guidelines.
What if I lost my job and can't pay my bill?
No one should have to worry about insurance protection if they have been furloughed or have lost income due to COVID-19 business closures. We will work with members to keep their insurance in force even if they cannot pay their bills at this time.
If you are experiencing financial difficulty, please contact our Member Solutions team at memberservices@nnins.com. You may also call Member Solutions at 804-438-4530 or 800-552-8660.
When calling or contacting us by email, please provide your first and last name, address, policy number, and the best daytime contact number for you. You will receive an automated email confirmation that your message is received and we will respond within 24 hours Monday through Friday during regular business hours.
As we navigate this new terrain, rest assured we are dedicating our efforts to continue redefining our service so that we can meet your insurance needs.
March 18, 2020
Update: Working together.
The COVID-19 pandemic is affecting communities around the world, and increasingly here in Virginia. The extent of the disruptions is only beginning to be known but we want to do our part to protect everyone we can.
For our members: we will work with you to meet your needs for insurance through this challenging time.
- If you have concerns regarding payments and keeping your insurance in force, please contact us at (800) 552-8660.
- If you have a claim, our claims team is fully operational and ready to help. Please use our normal channels to report a claim by calling (877) 968-7252 or by visiting https://www.nnins.com/member-center.
- If you want to make a change in your coverage, please contact your NNINS agent. Agents around the state are open for business and standing by to help. If you have questions or need help finding an agent, please contact us at (800) 552-8660.
As we all do our part to protect our communities by practicing social distancing, we are all looking to create community in new ways. This means taking care of each other and pushing through the challenges together. Our teams at Northern Neck are prepared to do our part. We will continue to update this space with more information.
As always, we are right here and ready to help.
March 13, 2020
COVID-19: A message to the NNINS community
At NNINS, the health and well-being of our members, team members, and Virginia communities are our top priority. We understand the uncertainty Virginians are experiencing around the coronavirus (COVID-19). We want to let you know that we are taking steps to ensure that we will be here to help with your insurance needs as the situation evolves.
Our teams are monitoring developments and adapting our systems and processes as necessary. We're also committed to providing resources for you to access your policy and our services conveniently.
Keeping You Connected
We want to encourage you to use the NNINS Member Center for self-service policy maintenance. You can access your account online. From there, you can make payments, view and download policy documents and billing details, print your ID cards, and report a claim. You can also access your local agent's contact information.
If you haven't enrolled in online access, it only takes a few minutes. You will need your policy number, zip code on the policy, and effective policy date, all available on your policy declaration page.
Enroll now. If you need assistance with enrollment, please call our member solutions team during normal business hours: 804-438-6611 and toll-free 800-552-8660
If you haven't followed us on social media, please do! We post regularly on Facebook, Twitter, Instagram, and Linkedin with helpful and up-to-date information.
New Claims Assistance
To start a new home, car, renters, or another claim, you may use the Member Center or call our 24/7 Claims Hotline (including Glass Claims) at 877-968-7252.
Our Roadside Assistance is also available 24/7: 804-286-3044 or toll-free 800-913-8847
Existing Claims Assistance
If you have a question about a claim, please call your local agent or our home office to speak to your claims adjuster or claims representative at 804-438-6611 or toll-free 800-552-8660.
We're Here to Help
As we serve our members who may be affected by the coronavirus (COVID-19) situation, we are listening and learning so we can implement additional assistance as necessary. Please let us know how we can help you during this challenging time. We are right here and ready to help with the insurance services you need to protect your family.
Please note, we are asking only essential visitors/vendors (mail, repairs, etc.) to visit us at our Irvington office at this time.
Staying Informed
We want to encourage our members to stay informed with trusted resources such as the Virginia Department of Emergency Management, the CDC, or your local Virginia health department. We will continue to update this message as needed.