Client Bulletin: August 8, 2023

New Natural Disaster Menu More Quickly Gets Homeowners Help

We’re always working to ensure your homeowners receive the best care possible, particularly in their most trying times. With this in mind, we’ve enhanced how we manage calls from homeowners affected by natural disasters so that they get the assistance they need more swiftly.

Historically, homeowners who have called our natural disaster number, (866) 430-9685, would be routed to our Collections Call Center. Beginning July 28th, homeowners who call this number now receive a new menu to ensure they are routed immediately to the team that can best help them.

Upon calling, homeowners will first be asked to select if they are calling for natural disaster assistance. Based on their selection, they will be routed to the disaster menu or our standard main menu.

By selecting the disaster menu, homeowners will receive special options that include:

• Claims Questions – Selecting this will route the homeowner directly to the team that can help them get their claim status or to file a claim.
• Insurance Questions – Homeowner will be routed to a customer service agent who can provide basic information about the homeowner’s insurance policy, such as who their insurance provider is.
• Help with Hardship – The homeowner will be sent to our Collections department. However, these types of calls will be transitioning in the near future to our SPOC team.
• ChatBOT FAQs – A link is sent to the homeowner, so they can chat with our virtual assistant bot for FAQs.
• Website SMS – The homeowner will be sent a text message link for the website, if they have previously authenticated in the IVR.

Going to MBA? Join Us for a Revolutionary Experience in Philadelphia

This year’s MBA Annual Convention is in our hometown of Philadelphia, and we’re excited to see you all in our backyard. If you’re travelling to Philadelphia for the conference, please join us at the Museum of the American Revolution for a cocktail reception on Sunday, October 15, 2023 from 8-10 p.m.

At the museum, you’ll be able to explore the story of how our nation began at this not-to-be-missed destination in the historic heart of the city. You’ll have exclusive access to an unmatched collection of art, writings and artifacts, including George Washington’s original war tent.

Keep an eye on your inbox for a formal invitation, coming later this month.