Our commitment to you is as strong as ever
We'll continue to be here for you, no matter what's to come. Our commitment to agency partners and customers remains unwavering and we will continue providing the support and education you need to make decisions that are right for you. As our Chief Customer Officer Amy Shore says, "So, today, if there is one thing that is certain, it's that you are not alone. Nationwide and our partners are here for you."
Support for your customers
In addition to complying with legal obligations and State Department of Insurance regulations, we are taking the following additional steps:
Personal auto refunds – Many customers are currently experiencing hardship as a result of the COVID-19 pandemic. To get relief in the hands of our customers quickly and simply, we are offering a one-time premium refund for personal auto policies active as of March 31, 2020. The premium refund and timing are subject to individual state regulatory approval. See our FAQ.
Hardship support – If a customer is experiencing hardship due to COVID-19, we can suspend the cancellation of some policies, defer payment deadlines, and waive some late fees. Home and auto customers can contact us at 877-669-6877, and business customers can reach us at 888-508-8622.
Business Coverages & Exposures: Extended payment plans – Since March, Nationwide has provided customers financial relief upon request by waiving late fees, deferring payments and allowing mid-term policy changes without penalty.
Nationwide will continue to provide billing leniency options through June 15, including customers who have previously requested leniency. This is a change from the previous leniency expiration date of May 15. The accrued premium will be spread across the remainder of the customer’s invoices. Encourage customers to contact the Service Center to discuss options based on their individual circumstances and billing plan.
Please note: When Nationwide payment plan guidelines exceed mandated requirements, Nationwide guidelines will be followed. When mandated requirements are broader than Nationwide guidelines, the mandatory guidelines will be followed for that state.
Business Coverages & Exposures: Retail and restaurant delivery – In March, Nationwide provided additional coverage for existing restaurant and retail customers who now engage in delivery services due to COVID-19 restrictions. This coverage, originally provided through May 1, will be extended through June 15.
Please note: If a customer has an eligible change in operation, that change needs to be added to the policy on or before June 15.
Business Coverages & Exposures: Commercial premium – COVID-19 has made a significant impact on the business community. Some businesses have experienced a slowdown or temporary shutdown, while others are seeing an increased demand for their business or the addition of delivery services.
As a result, commercial lines customers have reached out to update their coverage or reduce their exposure base. We recognize that many customers are in need of assistance and have needs that are specific to individual accounts.
To help you manage the calls you receive about premium changes, we will mitigate rate impacts on small commercial accounts as they come up for renewal. The mitigation will vary according to the specifics of each account and will be recognized in the next renewal notice. In this way, we can respond to customers' unique commercial needs and offer meaningful, long-term assistance as we monitor the ongoing impacts of COVID-19.
Claims – Claims reporting continues to be available around the clock. We will continue to process claims in a way that keeps both our customers and associates safe. As with any situation, Nationwide will continue to review every claim submitted by customers on an individual basis. For specific questions, please contact your claims representative at 1-800-421-3535.
Pet – For our customers who have pet health questions but are unable to visit the veterinarian, our 24/7 vethelpline® is always available at no charge: 855-331-2833.
Navigating challenges during a pandemic
Help your customers manage their account online
As the potential for higher call volume increases, we are encouraging customers to take advantage of our self-service options or request an automated call-back, where we’ll hold an individual’s place in line and call them back when they choose. Personal lines, commercial lines and life customers can visit nationwide.com to log in or create an account.
With online account access, customers can take care of simple account transactions any time, including:
- Print ID cards
- Enroll in paperless documents
- Make personal lines auto policy changes
- Start or check on a claim
- Set up automatic payments
- View or pay a bill
Personal Lines customers can also download our mobile app to:
- Access ID cards
- Start or check a claim
- Enroll in paperless documents
- Make fee-free payments through the app or Apple Pay
And Personal Lines customers can text us to:
- Get recurring billing reminders (text ENROLL to 245569)
- Make a payment with their stored payment method (text PAY to 245569)
Learn more about our self-service capabilities
We are here for our communities
Nationwide recognizes many nonprofits are on the front lines in solving this pandemic. To help, the Nationwide Foundation will provide $5 million in national and community-response grants to assist nonprofits as the manage through the current environment, including:
- $1,000,000 – American Red Cross
- $1,000,000 – Feeding America, national and local grants
- $1,000,000 – United Way, national and local grants
- $2,000,000 – Local community organizations who are currently Nationwide partners