Acceptance Insurance - Navigating Through The COVID-19 Pandemic

Acceptance Insurance - Navigating Through The COVID-19 Pandemic

Acceptance Insurance is committed to caring for the safety and well-being of our employees and customers. Read about the latest decisions being made by the company and the actions being taken regarding COVID-19.

July 16, 2020

Ensuring The Safety Of Acceptance Insurance Customers and Team Members

Acceptance team members are proud of the relationships they build with their customers and their continued commitment to serving them – especially throughout the COVID-19 crisis.

In response to updated recommendations of CDC experts, and to ensure our continued ability to keep our team and communities safe, Acceptance is enforcing social distancing, limiting store capacity, and requiring all visitors to wear cloth masks or face coverings. Acceptance team members have masks, hand sanitizer, gloves, and cleaning protocols to make sure our stores remain safe places to work and shop. Team members also observe mask-wearing protocols wherever sufficient distancing is not possible as part of our commitment to help our communities beat COVID-19 and remain healthy.

May 11, 2020

Opening To The Public: What To Expect When Visiting Your Local Acceptance Insurance Store

We are so proud of the exceptional service our team members continue to offer our customers during COVID-19 restrictions. We are pleased to be able to welcome more of our customers back into our stores in the coming days and weeks.

Each of our stores will be taking government and CDC guidelines into account as they reopen to the public beginning in early June. Providing the personal service our customers have come to expect while balancing everyone's health and safety remains our primary goal. To meet that goal, we're introducing curbside service at some of our stores. Customers can call from the safety of their vehicles and an agent will come to them. Our team members will be wearing protective masks and gloves to keep customers safe, and our cleaning protocols have been expanded – clipboards, pens, surfaces and work areas are all being sanitized regularly.

In our stores that will open their doors to the public, we'll ask for your patience as we maintain a 1:1:1 policy for our customers:

1 team member can serve 1 customer or family at a time and 1 customer or family may wait in the lobby.

Team members will work with customers to maintain a six-foot distance – we're moving chairs, disinfecting surfaces and supplies after each interaction, and closing water coolers and restrooms.

We ask for your patience and understanding if you are asked to wait outside a store. No matter how large the interior may be, we are taking re-opening slowly for the safety of everyone. We know that these adjustments can be challenging, but we also know that our communities are strong. It is that strength and resilience that inspires the entire Acceptance family to show up each day – to honor and protect our neighbors.

April 24, 2020

Continued Vigilance And Cautious ‘Opening'

Speculation about when or how the economy may ‘open up' in the future is spreading. At Acceptance Insurance, we have been balancing open-ness and the safety of our customers and team members by following, and often exceeding, the guidelines furnished by the Centers for Disease Control.

The White House has now issued guidelines for "Opening America Up Again" and we will remain vigilant and cautious as states embrace these guidelines.

We continue to encourage everyone to follow the White House guidelines on individual hygiene and safety which they suggest for ALL phases of ‘Opening':

  • Wash your hands with soap and water or use hand sanitizer, especially after touching frequently used items or surfaces.
  • Avoid touching your face.
  • Sneeze or cough into a tissue, or the inside of your elbow.
  • Disinfect frequently used items and surfaces as much as possible.
  • Strongly consider using face coverings while in public, and particularly when using mass transit.

Note that the protocols referred to as ‘Phase 1' of the Federal ‘Opening America' guidelines are essentially identical to those that we are following now in our retail locations.

As states and other regional authorities are able to meet the ‘Gating Criteria' as outlined – some restaurants and other facilities may open – but the guidelines above are still in effect and remain important to prevent a ‘rebound'.

If you choose to visit public spaces, gatherings, or venues, please remember your responsibility to others to maintain your distance, because you can catch COVID-19 and pass it to others before you feel sick at all.

Even when our stores and offices open to the public, the guidelines above should be followed.

April 13, 2020

Beyond ‘Essential Business'. What It Means To Be Acceptance Insurance Strong Now.

Every state where Acceptance Insurance does business is under a ‘shelter in place' or ‘safer at home' order. But there are still millions of Americans leaving the safety of home to keep our country strong.

Our Team Members are among them.

Insurance services have been identified as ‘essential' by the authorities. But our agents know that access to our offices is essential for many of our customers that are not on-line.

With corporate support and Team Member ingenuity, we are able to maintain the health and safety of customers and employees alike.

Our Team Members are not only committed to providing these essential services to our customers, but are reaching out to their communities.

Embracing the hashtag #acceptanceinsstrong, offices around the country are finding ways to serve their communities. When we say ‘We Live Where You Do." This is what we mean.

In South Carolina - District Manager Jennifer brought dinner to the entire Intensive Care Unit at St. Francis Hospital, while Agent Jody made sure the Golden Corner Food Pantry was safely stocked.

In Ohio - Acceptance Team members are making supplies to relieve the discomfort of medical professionals wearing PPE for long shifts, and in Cleveland Heights Managing Agent Vince and Agent Andrea donated to the grassroots efforts to feed students unable to access school lunches during Covid-19 closures started by local stalwarts Goodfellas BBQ.

And the Acceptance Insurance team in Lakeland, Florida sent First Responders a ‘thank you' lunch - while maintaining a safe social distance.

We are tremendously proud of all of our team members who show us all what it means to be a true community member and to be #acceptanceinsstrong.

April 8, 2020

Acceptance Insurance Takes Care of Team Members, Customers and Communities During Unprecedented Times

"Essential" national auto insurance provider delivers on their promise to support local communities during COVID-19 crisis and beyond

NASHVILLE, Tenn. (April 7, 2020) -- Acceptance Insurance is taking extra steps to support both its team members and customers during the COVID-19 pandemic. While most Americans shelter in place to combat the spread of COVID-19, Acceptance Insurance, deemed an "essential business", is ensuring team members are present and safe to serve their communities during this trying time.

Through continued pay, home goods donations and safe working conditions, Acceptance Insurance is focused on providing a stable environment for both its team members and customers.

Acceptance Insurance is staffing field offices in order to be available to customers, reassure worried policyholders and handle claims. One of the first insurers to suspend late fees and extend payment deadlines before it was mandated in some states, more than 1,300 Acceptance Insurance team members are working to serve customers in all capacities. From customers who do not have easy access to the internet to those who prefer to pay for their services in cash, Acceptance Insurance is finding ways to serve everyone by maintaining safe access to their more than 340 retail locations throughout the United States.

"We're working hard to give our team members the tools and support they need to go above and beyond for our customers, while keeping them safe during these unprecedented times," said Acceptance Insurance President and COO, Larry Willeford. "Our ‘We Live Where You Do' campaign succinctly demonstrates why the communities we serve are so important to us as a company. Our customer's hometown is our hometown, too."

Acceptance Insurance is taking extra steps beyond official recommendations to ensure safe working conditions. In addition, free COVID-19 screenings are offered to team members alongside a continued source of income.

"I love working for Acceptance Insurance because they practice what they preach about being there for their community," said Acceptance Insurance employee-agent Julia Uriegas. "They're doing everything they can to keep everyone healthy so we can provide these much-needed services to our community. With the new challenges we're all facing and the rising stress levels, it's refreshing to know we work for a company that backs us up!"

For more information, visit

About Acceptance Insurance
Established in 1969, Acceptance Insurance (OTCQX: FACO) is a staple in the insurance community and a national provider of automobile insurance and other insurance-related products and services. Headquartered in Nashville, Tenn., the company takes a hands-on approach to serving its hometown communities through its "We Live Where You Do" focus. In 2020 alone, the company has assisted team members and customers in major disasters such as the devastating Nashville, Tenn. tornado and the COVID-19 crisis. Acceptance Insurance has more than 1,300 employees and operates more than 340 retail locations in 15 states.

Media Contact:
Rachel Hislop
Acceptance Insurance

March 25, 2020

Acceptance Insurance is closely monitoring and complying with all state and local regulations and mandates regarding essential business operations. Our highest priority continues to be the health and well-being of everyone who comes into our locations. At this time the majority of our locations are running under modified business operations with the doors locked to the public but having agents on site. To learn more about potential changes at your local office, please visit our Find a Location link.

As of today's date, there are a growing number of state and local governments that have entered some form of stay at home order. The primary purpose of the order is to keep people at home as much as possible in order to slow the spread of the virus.

In general, the stay at home orders do the following:

  • Define what is essential
  • Close non-essential businesses
  • Require individuals to remain at home
  • Identify limited reasons people may leave their homes

The terms "essential business" and "critical infrastructure" are often being used interchangeably in the orders. This is because the Department of Homeland Security (DHS) issued a memo providing federal guidance on businesses critical to the infrastructure of the country. Insurance services is listed as a critical operation under the "Financial Services" section of the memo.

Orders may focus on only businesses or both individuals and businesses. For example, the statewide CA Order requires all non-essential businesses to close and also directs all residents of the state to stay at home unless:

  • They work for an essential business (e.g. insurance)
  • They need to utilize essential services for their health and safety like getting groceries or medication or to secure other supplies and services for themselves or their family
  • They need to care for a family member or pet in another household
  • To engage in outdoor exercise activity such as walking, running, biking, so long as the use social distancing

The PA order requires all businesses except life sustaining businesses to close, but there are separate orders in 7 counties that require, in addition, that all residents of the county remain in their homes, except for the specified reasons.

Below is a link to a NY Times article that summarizes stay at home orders across the county as of this morning. They report that 175 million people in 17 states, and at least 26 counties and 10 cities are being ordered or urged to stay at home.

NY Times article that summarizes stay at home orders

March 23, 2020

OH has now entered a Stay at Home Order for the entire state. This Order, like the orders issued in our other business states continues to consider insurance services an essential business operation.

While the governor has elected not to issue a statewide order in Texas, he has encouraged local governments to do so as they deem appropriate. As of this morning Dallas and Denton Counties have issued stay at home orders that exempt insurance services. It is expected that additional counties will do likewise, and we will update you as these occur.

March 23, 2020

Acceptance Insurance has taken extraordinary measures to protect our Team Members from the COVID-19 pandemic. The organization began taking measures as early as March 13th with communications to Team Members ensuring precautions were taken to maintain a healthy environment.

In light of the continuously evolving COVID-19 outbreak, after mandates for Shelter in Place were issued in California and Pennsylvania, the company made a decision on March 20th to close all Retail locations to the public (with employees on site) ensuring the safety of Team Members, nationwide. This adopting of social distancing remains in place and we encourage Team Members to continue to abide in this act to help combat the spread of COVID-19.

On Sunday, March 22nd, the Nashville Metro Public Health Department issued a Safer at Home Order directing all residents of Nashville and Davidson County to stay inside their homes and limit outside activity to what is absolutely necessary for essential needs.

Based upon analysis by the US Department of Homeland Security, Insurance companies are identified as an essential business and are to remain open and supporting the general public while utilizing all precautionary measures to combat COVID-19 as outlined by the CDC. In our continuing efforts to minimize the number of our Team Members working in large environments such as our Green Hills, Haywood and Tampa offices, the organization has proactively worked toward adopting a work from home model. And, with Acceptance identified as an essential business, Team Members are holding critical roles of great responsibility to ensure people have the resources needed to protect their families and assets.

During these difficult times, the organization remains committed to the safety of our Team Members and customers. Each of us will make significant contributions in the operations of the business, positively affecting those who depend on our excellent customer service and in the delivery of compensation they are entitled to when a loss occurs.

As we continue to conduct these important obligations, know that we are moving forward to further adopt and establish additional methods for Team Members working in large environments to work remotely. We encourage Team Members to remain vigilant and adhere to the guidelines issued by the Center for Disease Control and World Health Organization which include social distancing, limited physical contact, washing hands often and staying at home if feeling sick.

As our day to day operations are disrupted in such challenging times, let's continue to work collectively as one team to stay healthy and calm during this temporary period of change.

March 20, 2020

Late Friday afternoon, March 20, 2020, in response the DHS memo, the governor of PA revised the "Life Sustaining Business" order to expand the list of business that should maintain critical operations to include insurance services. In light of this modified Order all PA stores are once again operating with agents in the stores but the doors locked against public entry.

March 20, 2020

Throughout the week we have been monitoring information that has been released about the COVID-19 pandemic. On Thursday at 8pm Gov. Tom Wolf has ordered the closure of all non-life-sustaining businesses in an effort to slow the spread of the coronavirus.

Enforcement actions against businesses that do not close physical locations will begin at 12:01 a.m. Saturday, March 21. Starting tomorrow Saturday, March 21st our Pennsylvania locations will be closed to comply with Government directives. To continue to serve our customers, the local office phones will continue to be monitored and answered accordingly. Acceptance will continue to monitor the situation, providing updates as we receive it. We know these are very challenging times, but we'll continue to do our best to serve you.

March 19, 2020

On Thursday, March 19, the Department of Homeland Security (DHS) issued a Memo outlining critical businesses that should be allowed to continue operations during the COVID-19 pandemic. This list includes insurance as a critical part out our country's infrastructure. As states and local governments continue to issue Shelter in Place or Stay at Home orders, insurance services is consistently listed as an essential business that is exempt from shutdown under these orders.

March 19, 2020

Given the unprecedented nature of the current COVID-19 pandemic and the disruption it is causing, several states have issued notices requesting that all insurance companies extend leniency to its policyholders who have been directly impacted by this pandemic. While recently several states have requested us to take this action, First Acceptance wants you (our valued customer) to know we have been and will continue to work proactively with all customers through this crisis.

Effective Tuesday March 17, 2020 and continuing until at least May 17, 2020, First Acceptance will make reasonable efforts to work with First Acceptance policyholders:

  • By suspending late payment, reinstatement, or insufficient funds fees
  • By allowing exceptions for proof of loss deadlines and other time related insurance notice or response requirements in the event of an underwriting request or a claim
  • By refraining from denying claims solely because a customer was impacted by the pandemic

These extensions and/or exceptions do not address circumstances involving fraud or material misrepresentation or any coverage reason unrelated to the hardship created by the COVID-19 pandemic. Additionally, this notice is not intended to waive a policyholder's obligation to pay premiums owed, but rather to aid those in need of an extension of coverage during this difficult time.

If you receive a notice regarding due dates and potential cancelation or non-renewal of your policy mailed on or after March 17, 2020, please be advised, during this time, Acceptance will not act on these notices of cancelation and/or non-renewal of policies for affected policyholders.

March 18, 2020

As information and consensus has continued to evolve in California and across the county, we have re-evaluated the Shelter in Place order that was entered in seven counties in the San Francisco bay area. We have now determined that, based on new information, the five locations initially impacted may have agents on site without public access and with signs posted on the locked doors. This will allow customers to slip payments under the doors to the agents during operating hours if they were so inclined. We will use this approach for any additional California counties that adopt a substantially similar Shelter in Place order.

We will continue to make adaptations to our operating procedures to help flatten the Coronavirus curve and practice social distancing while delivering on our brand promise. Acceptance Team Members all over the country are rallying to try to find new and innovative ways to keep our commitments to the communities we live and work in.

March 18, 2020

Acceptance Insurance provides essential services that help people deal with life's uncertainties. Our business offers peace of mind today and in the future and we want to ensure we live our brand promise and continue offer exceptional customer service during unexpected and trying times. Rest assured, Acceptance is following the directives and recommendations of the government and as the impact of COVID-19 continues we are proactively doing what is in the best interest of our customers and safety of our Team Members.

In our ongoing effort to keep everyone safe, Acceptance continues to follow the guidance provided by the CDC and World Health Organization to maintain a healthy work environment. Through instructing our Team Members to limit their physical contact with others, frequently washing their hands and repeatedly disinfect often-touched surfaces such as door handles, countertops, keypads, restroom surfaces and chairs throughout the day, rest assured we are putting measures in place to help take care of our Team Members to ensure they can continue to best serve our customers. Team members located in our corporate and claims office who have the ability to work remotely have been encouraged to do so and alternative options are being provided for employees who are unable to work remotely.

On Monday, March 16th government officials in California mandated a Shelter in Place for numerous counties in the San Francisco bay area. Five of our California stores were impacted by this mandate. Notifications to customers were placed on the doors encouraging engagement through our web and phone channels. Agents impacted by this mandate are currently working remotely.

Additionally, the governor of Pennsylvania closed public access to non-essential businesses which impacted 10 of our locations. Agents in these locations are conducting business as normal except for the doors being closed to the public. Notifications were placed on the door encouraging customers to engage through our web channels or directly with their local agents over the phone.

Given the current circumstances and the ever-changing environment, we made the decision to adapt the Pennsylvania model for ALL Retail locations, excluding the five stores in California impacted by the Shelter in Place. This allows us to proactively balance the needs of the customers and Team Members.

Effective Wednesday March 18th, every retail location (with the exception of the bay area stores under Shelter in Place) will be operating under normal business hours with agents on site with the office closed to the public. Our locations are open from 9 AM – 6 PM on Monday – Friday and 10 AM – 5 PM, on Saturdays.

We understand some customers may have concerns interacting with others during this time. With this in mind, we want to inform the public of a variety of service options that we have available:

  • Customers can call their local stores who are available to assist customer service needs over the phone during regular business hours.
  • Customers can call 800-321-0899 (during regular business hours) to make a payment, file a claim, or talk with a customer service representative.
  • For 24/7 service, customers should visit to manage their account, download id cards, make a payment, file a claim, review policy documents or pay a bill.

For fast service we encourage customers to convert to electronic payment methods by phone or online. However, in non-Shelter in Place locations we do have the option to (during regular business hours) accept payments under the door when agents are present.

Acceptance Insurance remains true to its promise to make a difference in people's lives by offering the products needed with the service and respect deserved. We will continue to provide our customers with information regarding closures and preventive measures via email, website and social media outlets.