At Safeco, the well-being of our customers and employees is always our top
priority. From issuing refunds to our customers, to providing payment
flexibility, to issuing grants for community partners responding to
coronavirus, we’re here to help in tough times, as we’ve done for over 100
years. Below we summarize all the ways we are helping our customers and how to
access these benefits.
Personal Insurance Customers
From March 23
through June 15, 20201
, we automatically waived all late fees and
continued insurance coverage for customers with overdue payments. To make it
easier for customers who are behind in payments, we’re proactively taking the
- If you pay monthly on our direct bill payment plan and have
an outstanding balance on your policy as of June 15, this balance will be
spread out over the remaining bills in your policy period. Your new monthly
bill amount will be higher to account for the previous unpaid balance. For
example, if you owe $100 and have 10 months left on your policy, we will add
$10 to each month.
- If you pay monthly on our direct bill payment plan and have
one payment or fewer remaining in your policy term, your outstanding balance
will be transferred to your renewal policy and spread out over your future
- If you pay annually, semi-annually or quarterly on our direct
bill payment plan and currently have an outstanding amount due, please go
online or contact us to make a payment to avoid receiving a cancellation
notice. In addition, we have alternate payment options you may find helpful at
this time, such as changing to a monthly payment plan.
- The easiest way to see your billing amount going forward and to manage your billing
preferences is through our app or online.
- Customers who did not have an outstanding balance as June 15, 2020, will not see any changes to their current payment
1End date may vary by state. Find state-specific
personal/casualty lines insurance information regarding Covid-19
difficult time, we know you may be experiencing financial hardship and may
have changed your driving pattern. You may contact us to review coverage,
deductible, and other policy changes, including options to update mileage.
Personal Auto Customer Relief Refund
In April, we announced our Personal Auto Customer Relief Refund, through which we returned approximately $250 million to our customers. Personal auto insurance customers received a 15% refund on two months of auto premium, based on your premium amount as of April 7, 2020.1
- Refunds began in April and throughout the month of May and were issued in the manner you made your most recent payment, or by check.
- Refunds issued to credit cards and bank accounts were completed by May 20th, and refunds issued by check were mailed by May 20th.*
- Your refund amount is posted in your Payment History in the app or online.
Refunds are still in process for our customers in New York and Michigan and will be completed by the end of June.
Find state-specific personal/casualty lines insurance information regarding Covid-19
Download Our Mobile App to View Your Billing Information and Your Refund Amount
We understand it’s a challenging time. That’s why the Safeco mobile app makes
it easy to confirm you've received your refund and update your billing
preferences, like changing your payment date, if you need to.
Changes to Auto & Property Claims Process to Protect Customers and
- We have resumed on-site inspections of exterior damages to buildings and
homes. We are also performing onsite interior inspections in select states.
Prior to the inspection, our property adjusters will talk about the inspection
process, social distancing, sanitization, and CDC Guidelines designed to keep
our customers and employees safe. We may complete interior inspections using
video chat or other video collaboration tools. We will ask customers for their
approval before using these tools. Depending on the local risk environment,
our claims staff or a vendor may perform an inspection. We’re instructing any
vendors who provide services to Safeco® and Liberty Mutual to follow the same
- Auto appraisers will also slowly resume on-site appraisals,
starting with exterior inspections of cars and will continue to complete
appraisals virtually when on-site is not possible. You can submit photographs
of vehicle damage online and through our app, including using our new
assisted-photo tool which will show you step-by-step how to take damage
photos. Prior to the going on site, our Auto adjusters will discuss the
appraisal process, social distancing, sanitization and CDC Guidelines designed
to keep our customers and employees safe.
- All other claims employees are working from home to handle claims as quickly as possible. For faster claims
processing, we strongly encourage you to file new claims online, to manage
claims online, and to use our digital tools including RealTime Review video
chat and guided photo capture.
- We’re instructing any vendors who provide
services to Safeco and Liberty Mutual to follow the same guidelines.
communities Our philanthropy program is helping people who are experiencing
some of the greatest need during this time. Among our many efforts in the
U.S., we’ve committed $15 million in crisis grants to community
partners helping respond to the coronavirus; given donations to each of the
over 800 nonprofits we partner with during our employee volunteering program;
further supported employees’ online charitable donations with company gifts;
and created an employee phone outreach program to call those in the community
who are socially isolated.
Across the globe, our varied and widespread
philanthropic efforts range from providing meals to families in India and Hong
Kong; donating masks in Singapore; and giving monetary contributions to many
Measures to Keep Employees Safe and Prevent Spread of Coronavirus
We’ve taken measures to follow CDC guidelines and prevent the spread of
coronavirus to our employees and customers:
- We’ve enabled all our employees to
work from home and implemented mandatory work from home across all offices in
the US and Canada.
- All air, rail, and bus travel by employees is restricted.
We will keep you informed as this situation continues to evolve. In the
meantime, stay well and thank you for being a Safeco customer.