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
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
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
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.
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
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
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)
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
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
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
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
For 24/7 service, customers should visit Acceptance.com 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.