Coronavirus COVID-19 FAQ

NOTE TO AGENTS: The quickest way to help our policyholders with many of the most commonly requested policy changes is through the online endorsement process on EACCESS®. This process is self-serve and most changes go into effect the same day. Here is a quick video tutorial.

How should policyholders account for Furloughed or re-assigned employees during this time?

Here are the latest classification guidelines by state. Submit endorsement requests for this type of change by emailing underwritingsupport@employers.com. Note, a requirement of these new classifications is that policyholders must maintain separate, accurate, verifiable records that document the change in duties and that segregate such payments during the timeframes specified.

Business/payroll has changed significantly. What tools are available to help manage cashflow during this time?

Updating the payroll associated with an in-force policy is the quickest way to create a revised premium that reflects an accurate exposure. In most cases this can be done online by an agent using our EACCESS Self Service Endorsement portal and endorsements can be processed in as little as 24 hours, sometimes significantly impacting premiums due.

Payroll endorsements can be submitted by agents for existing classifications on current locations in EACCESS. See our brief video tutorial to walk through how this works.

If you are unable to submit your endorsement online, you can email your endorsement request to underwritingsupport@employers.com.

How will EMPLOYERS® handle late payments and cancellations for non-payment?

Given the extraordinary national circumstances, EMPLOYERS offered immediate relief by placing a moratorium on all billing cancellations from 3/1/2020 through 6/15/2020.

After 6/15/2020, EMPLOYERS continues to comply with applicable state law with regard to mandatory Executive Order extensions, late payments and grace periods.

EMPLOYERS has recently invested in significantly enhanced online billing options to assist agents and policyholders in making one-time full or partial payments, and now provides the ability to enroll in recurring AutoPay.

Agents can visit our new eBilling resource page to learn more, and direct policyholders to our FAQ’s for additional resources on our online EACCESS Policyholder portal, billing, payments and claims FAQs.

The policyholder is going to begin offering new delivery services to its customers. What do I need to do regarding the in-force workers compensation policy?

EMPLOYERS recognizes that many businesses have decided to deliver their products to customers during this unprecedented time. This creates a unique exposure that business owners need to seriously contemplate before putting their employees on the road.

For a business that does not normally offer delivery, we would encourage them to explore the use of third party delivery companies such as UberEats or GrubHub in order to quickly and efficiently reach their customers while limiting additional risk to their own business.

If a business does decide to use their employees for delivery, we would encourage that the following best practices be observed to protect their employees and their business:

  • Hired and non-owned automobile coverage is in place
  • No two-wheeled vehicles or pedestrian delivery will be permitted (bicycle, motorcycle, moped, scooter, etc.)
  • Check MVRs for acceptability and only allow experienced drivers on the road
  • Do not promise delivery times
  • No delivery after 11:00 pm

While our normal Underwriting guidelines for delivery are limited to delivery of the food variety and prohibit delivery of alcohol, we understand that this unique time requires us to take a temporary and accommodating stance regarding the delivery of alcohol.

EMPLOYERS policyholders that did not previously provide delivery services must be endorsed to add the driving class if drivers are not already contemplated in a class currently on the policy. Endorsement requests of this type can be emailed to underwritingsupport@employers.com.

How is EMPLOYERS handling incoming physical mail?

Premium payments

No change, policyholders should continue to use the mail stuffer that is included in their invoice to send their payment to the appropriate secured lockbox address based on the writing company of their policy, as follows:

Employers Insurance Company of Nevada
PO BOX 52787
Phoenix, AZ 85072

Employers Compensation Insurance Company
PO BOX 52791
Phoenix, AZ 85072

Employers Preferred Insurance Company*
PO BOX 53089
Phoenix, AZ 85072
* If unsure of writing company, use this address as default

Employers Assurance Company
PO BOX 53092
Phoenix, AZ 85072

General mail and notices

Mail staff will be processing incoming mail daily, scanning and routing to the appropriate department electronically for handling.

How does an injured worker submit a claim?

To help keep urgent care facilities and emergency rooms open for patients with Coronavirus and other serious medical conditions, EMPLOYERS requests that the first notification of a potential claim is reported to our Injured Employee Hotline (IEH)*, where the injured worker will have access to registered nurses, specially trained to provide nurse triage and medical guidance.

* For all injuries or occupational diseases that require immediate assistance from Emergency Services please call 911.

EMPLOYERS Injured Employee Hotline – (855) 365-6010. For reporting of a new work-related injury or occupational disease when the injured employee has not yet received medical treatment.

Customer Service Center – (888) 682-6671. For reporting of a new work-related injury or occupational disease when the injured employee has already received medical treatment. Injured employees who have not yet sought medical treatment will be transferred to our Injured Employee Hotline (IEH) and provided the IEH phone number.

If a policyholder needs to add or delete a location from their active policy, how can an agent quickly and efficiently complete this?

The fastest, most efficient way to add or delete locations on behalf of your clients is to process the endorsement online through our self-service portal on EACCESS (see tutorial). If you are unable to submit your endorsement online, you can email your endorsement request to underwritingsupport@employers.com.

If a policyholder wishes to cancel their active policy how should they request cancellation?

The policyholder should contact their agent, who will assist them with submitting a completed ACORD 35 Cancellation Request/Policy Release form.

For timely processing, the form:

  • Must be signed by at least one authorized First Named Insured representative
  • Must accurately show all relevant details such as policy number, original policy term and requested cancellation date
  • Must complete the Agency/Company Use section to reflect appropriate checkbox and cancellation reason
  • Must be submitted to EMPLOYERS via email at underwritingsupport@employers.com

Some policyholders have completely shut down or discontinued their business until the current health crisis passes. If an insured cancels their policy because they’ve laid off their employees and suspended their business, will we allow the insured to obtain a new policy with EMPLOYERS if they re-start the business?

Typically EMPLOYERS does not insure businesses that have had a lapse in coverage. However, these are extraordinary times. We would encourage all policyholders in good standing who have elected to cancel their policy during this time to reapply for coverage with EMPLOYERS when they re-open. EMPLOYERS is America’s Small Business Insurance Specialist®. Helping small businesses mitigate and manage the unexpected – through our Workers’ Compensation offerings – is central to our purpose.

Is EMPLOYERS going to continue to automatically issue renewals at the same payroll levels as the expiring policy?

Payroll can be amended at any time through the online self-service endorsement process. The automated renewal process will issue a policy reflecting the payroll in the expiring policy unless the agent amends the payroll in the EACCESS Get a Quote portal prior to the renewal issuing. We’ve created a brief video tutorial to walk you through how self-service endorsements work.

If you are unable to submit your endorsement online, you can email your endorsement request to underwritingsupport@employers.com.

An insured business is allowing their employees to work from their home. Are employees covered if they work from home?

The provisions of the Workers’ Compensation Act extend to employees when working from home in the course of their employment, without any additional action on the part of policyholders or agents. Of course, the compensability of any claim depends on the specifics of each individual situation, and is determined by our Claims Department. Please submit first reports of injury to our Injured Employee Hotline (IEH)*, where a dedicated nurse will perform nurse triage and begin the claim review process.

* For all injuries or occupational diseases that require immediate assistance from Emergency Services please call 911.

EMPLOYERS Injured Employee Hotline – (855) 365-6010. For reporting of a new work-related injury or occupational disease when the injured employee has not yet received medical treatment.

Customer Service Center – (888) 682-6671. For reporting of a new work-related injury or occupational disease when the injured employee has already received medical treatment. Injured employees who have not yet sought medical treatment will be transferred to our Injured Employee Hotline (IEH) and provided the IEH phone number.

An insured business is having most employees work from home during the current crisis. Do these home locations need to be added to the EMPLOYERS Workers’ Compensation policy?

It is not necessary to report temporary locations to us as our policy covers employees working on behalf of the insured anywhere within the coverage territory, as it is defined in the policy. However, WE DO want to know when there are permanent locations to be added or deleted from a policy, including an employee who permanently works from home.

To add or delete permanent locations on a policy, agents can process this endorsement type online through our EACCESS Self-Service Endorsement Portal.

If insured Doctors and Nurses are making house calls during this unprecedented time, would those Doctors and Nurses still be covered under their EMPLOYERS Workers’ Compensation policy while on house calls?

The fact that physicians and staff are making a house call does not exclude them from Workers’ Compensation coverage. Of course, the compensability of any claim depends on the specifics of each individual situation and is determined by our Claims Department.

As this is not a routine exposure, we encourage physicians and their staff to exercise additional care while on roadways and working in surroundings with which they are not familiar, This includes using all medical personal protective equipment in the same manner they would in a regulated healthcare facility.

Is illness from COVID-19 covered by Workers’ Compensation?

As every claim is unique based on the circumstances and jurisdiction, the compensability of any claim depends on the specifics of each individual situation and is determined by our Claims Department. Please submit first reports of injury to our Injured Employee Hotline (IEH)*, where a dedicated nurse will be able to perform nurse triage and begin the claim review process.

* For all injuries or occupational diseases that require immediate assistance from Emergency Services please call 911.

EMPLOYERS Injured Employee Hotline – (855) 365-6010. For reporting of a new work-related injury or occupational disease when the injured employee has not yet received medical treatment.

Customer Service Center – (888) 682-6671. For reporting of a new work-related injury or occupational disease when the injured employee has already received medical treatment. Injured employees who have not yet sought medical treatment will be transferred to our Injured Employee Hotline (IEH) and provided the IEH phone number.

 

EMPLOYERS®, America’s small business insurance specialist® and EACCESS® are registered trademarks of EIG Services, Inc. Insurance is offered through Employers Compensation Insurance Company, Employers Insurance Company of Nevada, Employers Preferred Insurance Company, and Employers Assurance Company. EIG Services, Inc. (in California, dba EIG Insurance Services) is an affiliated agency and adjuster. Not all insurers do business in all jurisdictions.