ARCHIVED VA INDEPENDENT AGENT NEWS
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2021 AGENT NEWS
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Agent Copies of Policyholder Cancellations
Effective Date: 1/20/20
Reminder Announcement: 4/21/21
Agencies will no longer receive mailed copies of policyholder cancellations.
Policies in Rate Rock
You will continue to receive the ‘Weekly Cancellation Report’ on Monday via email, which includes cancellations for the prior week. Policyholders receive mailed notices.
Policies in Bluestone policy admin system
Update your account settings to receive email notifications on documents generated in Bluestone. You’ll then receive a copy of the cancellation notice once it produces. Instructions on this account setting are attached.
If you have additional questions, contact your Regional Manager or Commercial Underwriter. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
Bluestone-Email-Notifications.pdf
Virginia Agent/Producer Licensing Changes
_______________________________
The Virginia Bureau of Insurance has made changes to license renewals this year.
AGENCY LICENSING
Beginning in 2021, all insurance agencies must renew their licenses by May 1 of each odd year. This means all agents must complete a renewal application by May 1, 2021.
AGENT/PRODUCER LICENSES
Individual licenses now expire on the last day of your birth month, corresponding with the even/odd year of birth. The chart below shows when licenses will expire.
Please see the attached PDF, which details how licenses can be renewed using NIPR or Sircon.
If you have additional questions, you may contact the Bureau of Insurance Agent Licensing Section by email at BOILicenseRenewal@scc.virginia.gov, calling 804-371-9631, or visiting its website at scc.virginia.gov/pages/2021-Agent-Licensing-Changes. |
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Bluestone Payments
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Reminder- Virginia DP and Businessowner’s policy payments are entered in Bluestone. Do not post these payments to the Agent Extranet. If a BOP policy begins with an “R’, then go to Bluestone to make the payment.
Access Bluestone
https://rmg.in.guidewire.net/innovation
Bluestone Training Resources
Here is a link to a quick training lesson for using the Bluestone Policy Administration System.
WalkMe Browser Extension Download Link
Click Here to Download WalkMe
First-time Bluestone users should download the 'WalkMe – Extension'. This helpful tool works in your internet browser and will guide you through the first couple of quotes/new business submissions.
Agent Bluestone Resource Page
Resource Guide
Bill Plan Summary for VA Dwelling Properties
For system assistance, contact ExtranetHelp@rockinghamgroup.com.
BOP Renewals in Bluestone
Effective: 03/01/2021
To Agent Distribution Groups:
Exclusive Agents
Commercial Elite – VA
Commercial Elite- PA
_______________________________
We are in the process of transitioning the BOP product to our new policy administration system (Bluestone). This process will take a year for the BOP product line and starts with policies effective March 1, 2021.
RENEWAL PRICING AND TIMING
As renewals are issued into Bluestone, your agency's specified contact should receive an email and/or phone call from your renewal underwriter notifying you that it has been issued with a new policy number. We will share the expiring and renewal pricing information. We are currently working on policies 47 - 62 days in advance.
POLICY ACCESS
Bluestone allows you to request changes and view all policy documents; however, access to policies (by default) is restricted to the specific producer assigned to that account. This setting can be amended to allow each user within your agency access to view all accounts issued under your agency code.
For Virginia Agents Only
PRODUCT ACCESS
In the Bluestone system, there are two product options. The first is Dwelling Properties and Landlord Premises, a Personal Lines product, commonly referred to as Dwelling Fire. The second is the Businessowners Elite product, which is the BOP product that commercial agents have been selling since this division's inception. Agents that have both Personal Lines and Commercial Lines appointments can write a single-family home on either product. The coverage options and underwriting guidelines are different, but several risks are eligible for either product.
Please contact your Commercial Production Underwriter if you wish to have this feature activated or have issues viewing your agency's accounts.
Thank you for your continued partnership.
For system assistance, contact ExtranetHelp@rockinghamgroup.com.
Personal Lines Underwriting Contacts
Effective: 1/21/21
To Agent Distribution Groups:
Exclusive Agents
Commercial Elite – VA
Commercial Elite- PA
_______________________________
With the Underwriting Manager role's recent vacancy, Tricia Perry and Kathy Bush will have increased responsibility in the Underwriting organization until a new Underwriting Manager is in place. To reach the Personal Lines Underwriting team, continue to contact your assigned Underwriter.
If you have questions about the announcement, contact Tonya Eaton or Ed Martony. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
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Former Roadside Assistance App Disabled
Effective: 1/19/21
To Agent Distribution Groups:
Exclusive Agents
Commercial Elite – VA
Commercial Elite- PA
_______________________________
FORMER APP DISABLED
Rockingham Insurance is no longer utilizing Nations Safe Drivers (NSD) roadside assistance service. However, customers could still access their APP to request assistance, which created a negative experience. To improve the experience and reduce confusion, we’ve made changes to prevent usage of the obsolete app.
·PREVIOUS DOWNLOADS
·FUTURE USE
ROADSIDE ASSISTANCE SERVICE TODAY- Quest is the current Roadside Assistance provider for Rockingham customers. The service features:
- #1 Rated Tow Network
- Real-time Tracking Updates
- Industry Leading Response Times
- 100% Customer Service Confirmation- 24/7, 365 days a year
Need help on the road with Roadside Assistance? Call (866) 319-4824.
Agent Resources:
If you have questions, contact Tonya Eaton or Ed Martony. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
Virginia BOP Rate Change & Bluestone Migration
Effective: 3/1/21
To Agent Distribution Groups:
Exclusive Agents
Commercial Elite – VA
Independent VA
_______________________________
Starting with March 1st effective dates, Virginia BOP renewals will migrate to the Bluestone policy administration system. As a result, policies will have a new policy number and another copy of the policy forms will be sent. A rate change will also impact these renewals. Due to hardening of the reinsurance market, we are targeting a 12% rate increase from: an overall base rate increase, a redraw of CAT loads with new Zip Code based pricing, and a reallocation of ultra-preferred credit.
There are several positive updates with the rate change:
1. Ability to select limits for coverages like Condo loss assessment, employee dishonesty, and forgery (previously, they were predetermined buckets)
2. Simplification of Earthquake coverage
3. Addition of the Rangehood Fire Suppression Protective device credit
4. We have changed Cyber Liability vendors and now have a $250,000 limit available
We have also added the following new coverage options:
1. Guaranteed Replacement Cost
2. Debris Removal Increased Limits
3. Electronic Data Protection
4. Ability to Exclude Wind
5. Flat Wind Deductible
6. Food Contamination
We understand the hardship that comes with premium increases, and we appreciate your continued partnership.
SYSTEM UPDATE
Agent Extranet- Customer Name Search Error (Resolved)
To Agent Distribution Groups:
Personal Lines & Commercial Elite
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When searching by customer name in the Agent Extranet users are receiving an error message.
Server Error in '/AgentExtranet' Application.
Runtime Error
Searches using policy number are not affected. The IT team is actively working to resolve the issue. We’ll send an update once corrected.
If you have questions, please contact your Regional Manager. If you need system assistance, contact ExtranetHelp@rockinghamgroup.com.
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2020 AGENT NEWS
NEW Bluestone Login Process
Effective: Friday, 12/18/20
To Agent Distribution Groups:
VA Personal Lines & Commercial Agents
_______________________________
For increased security, Bluestone will require multi-factor authentication (also called 2-factor authentication) at login.Beginning 12/18/20, users accessing Bluestone from a new device will be required to select a second, independent authentication method.
You can receive the authentication code via SMS text message or email. For security purposes, there are time restrictions, and unsuccessful login attempts are limited.
The attached training document includes detailed instructions and screenshots explaining the new login process. Agents have access to update their Bluestone account profiles. We recommend confirming your current mobile phone number and email address to minimize disruption.
For assistance, contact
ExtranetHelp@rockinghamgroup.com.
Bluestone MFA Instructions.pdf
Replacement Cost Value Underwriting Process
Announcement Date: 12/8/20
To Agent Distribution Groups:
Personal Lines Agents
_______________________________
GREAT NEWS!
Rockingham Personal Lines is adjusting its new business underwriting process to establish proper insurance to value dwellings. We believe that responsibility for calculating dwelling replacement cost value (RCV) and setting the right amount of coverage should be borne by the producer working with the insured. As a result, we will no longer review the replacement cost estimate for complete accuracy. We will limit our review to a comparison of the producer’s estimate with photos of the property. Whenever RCV coverage of dwellings is written, our expectation remains that insurance is no less than 100% of the calculated replacement cost.
VALUE OF ACCURATE INSURANCE TO VALUE
Accurate insurance to value is vital to the insuring process, enabling the insurer to set the right premiums for the risk assumed. Without accurate valuations on the property insured, pricing is based on incorrect data, and the long-term financial stability of the company may be impacted.
What can you, the agent, do to avoid or minimize underinsurance? We ask that you work with the insured to determine an accurate replacement value for their dwelling and set the amount of coverage at 100% of this value. Placing coverage at the right amount helps the policyholder avoid unexpectedly reverting to actual cash value loss settlement or having an inadequate amount of insurance in the event of a significant loss. Proper insurance to value on your Rockingham book of business will also generally lead to more favorable profit results for your agency and the company.
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ANNOUNCEMENT: 11/19/20
EFFECTIVE: 1/1/21
SUBJECT: Commercial Elite Exclusions
Rockingham Commercial Elite will be issuing new mandatory forms on all renewal and new business policies; BP0858 for Businessowners and CU0819 for Umbrella. Currently, 'communicable disease' is excluded from all property losses. With the addition of the new forms, the exclusion will now also apply to liability.
Temporarily, policies effective 1/1/21 and after will be manually stamped with the added exclusion, then mailed. As a result, the automated policy forms you receive by email are not complete for Renewals or Endorsements effective after 1/1/2021. Policies declarations and forms will be available in the Agent Extranet or via your underwriter. We’ll send an update once the mailed and emailed policies are complete with the new exclusion.
Have questions? Contact the Commercial team CommercialLines@rockinghamgroup.com.
SUBJECT: Commercial BOP in Bluestone
UPDATE: Thursday, 11/19/20
On 11/19/2020, Agents with access to the Bluestone policy admin system will see that BOP is now listed as a product. You may see Homeowners and Personal Umbrella in the product selection list- see screenshot below. These products are not available and will be removed from the list.
Please do not input BOP policies until 12/18/20, before walking through the new process with your underwriter.
We appreciate your patience.
Have questions on system access? Contact ExtranetHelp@rockinghamgroup.com.
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SUBJECT: VA Homeowners Rate Change
EFFECTIVE DATE: 11/1/20
Based on our current portfolio's performance, we are making the rate change outlined below to improve our overall profitability. To account for rising construction costs, weather volatility, and increasing reinsurance costs, we are increasing homeowner rates 6.9%.
Our Virginia Homeowners rates will be adjusted effective November 1, 2020. Policy renewals reflecting this change will begin to be released on September 17, 2020. For renewals, individual policy premium changes may vary, so please review the pre-renewal reports emailed to your agency.
Here is a brief description of the rate change:
1. Overall increase of 6.9%, with the following base rate increase applying by form:
· Form 2, Form 3, and Form 6 +8.0%
· Form 4 and Form 5 +6.0%.
· Base rates also revised depending on protection class and construction.
2. Updated factors and credits for deductibles.
3. Insurance score factors revised.
4. Loss history experience factors revised.
5. Increased surcharge for secondary dwellings.
6. Revised umbrella/homeowners’ credit.
7. Increased rates for Equipment Breakdown and Service Line endorsements.
Updated Documents
· The updated Guidelines are located here. Many items are highlighted, these were updated for clarification.
· The updated Rules and Rates Manual is located here.
(Note – for Hyperlinks to work, you must already be signed into the Agent Extranet. Documents can be found by going to Agent Extranet -> Documents -> Manuals/Guides) |
View Updated Guidelines.
ATTENTION: VA AGENTS- Personal Lines
SUBJECT: VA Auto Endorsement Webinar and FAQs
UPDATE: 9/1/2020
THANK YOU to the agents that attended the TNC Endorsement webinar yesterday.
If you missed the webinar, view the recording. The presentation and a FAQ document are attached. You'll receive an update when the endorsement is available in Rate Rock.
View the recorded webinar by clicking here.
Passcode: @wVVB89W
If you have questions, please contact your regional manager, Tonya Eaton. If you have system questions, contact ExtranetHelp@rockinghamgroup.com.
ATTENTION: VA AGENTS- Personal Lines
SUBJECT: VA Auto Endorsement Announcement
EFFECTIVE DATE: 9/1/2020
ANNOUNCING!
We are pleased to announce the availability of our Transportation Network Company (TNC) endorsement! The endorsement can be added to private passenger autos, pickups, or vans being used to provide passenger transport via a software application service such as Uber or Lyft and is available for mid-term changes beginning on September 1st.
YOU’RE INVITED TO LEARN MORE ABOUT THE ENDORSEMENT
You are invited to a Zoom webinar.
When: Wednesday, Aug 26, 2020 at 11 AM – 12 Noon
Topic: Rockingham Insurance - VA TNC Endorsement News
DELIVERY APP EXCLUSION
Please note that the endorsement is not available for software applications providing on demand deliveries such as GrubHub or DoorDash.
VEHICLE RATING
Vehicles must be rated as ‘work’ or ‘business use’ to add the endorsement. Vehicles should be rated as ‘business use’ if they have acceptable business exposures other than TNC. Most vehicles adding the TNC endorsement should be rated as ‘work use’. This is a premium bearing endorsement.
UNDERWRITING GUIDELINES have been updated –
- Vehicles used on TNC Platforms are now eligible if the TNC endorsement is added
- Peer to Peer carsharing platforms such as Turo remain unacceptable
- Passenger or Taxi Service outside of a TNC Platform remain unacceptable
Please note that vehicles used in delivery remain unacceptable and our new TNC endorsement is not available for delivery platforms.
ENDORSEMENT ATTACHED
A copy of the endorsement is attached and an overview of the coverage provisions follow*.
LIABILITY COVERAGE:
| Period |
§ 46.2-2099.52.C requirements for TNC Provider (Uber, Lyft) |
Unendorsed Auto Policy |
Auto Policy with TNC Endorsement
RCC PP 99 09 09 20 |
| 1 – app on but not yet connected with a paying passenger |
TNC Provides 50/100/25 liability which is Primary |
No Coverage |
EXCESS COVERAGE AVAILABLE. Endorsement provides the Greater of the amount the insured’s policy exceeds the TNC requirements OR $10,000
(Examples – if insured policy has 250/500/100, the difference is 200/400/75 so those limits are available under the endorsement. If insured policy has 50/100/25 which is equal to the TNC, then $10,000 is available under our endorsement.) |
| 2 – driver has been connected with a passenger via the app and is en route to pick up the passenger |
TNC Provides $1,000,000 liability which is Primary |
No Coverage |
No Coverage |
| 3 – paying passenger occupying the vehicle |
TNC Provides $1,000,000 liability which is Primary |
No Coverage |
No Coverage |
PHYSICAL DAMAGE COVERAGE (Other than Collision and/or Collision):
| Period |
TNC Carrier (as of 7/1/2020) – no statutory requirement |
Unendorsed Auto Policy |
Auto Policy with TNC Endorsement
RCC PP 99 09 09 20 |
| 1 – app on but not yet connected with a paying passenger |
No Coverage |
No Coverage |
Coverage provided if the insured purchases Comprehensive and/or Collision Coverage. Personal Auto Policy deductible applies. |
| 2 – driver has been connected with a passenger via the app and is en route to pick up the passenger |
Uber and Lyft provide coverage IF the vehicle carried comprehensive/ collision on the personal auto policy.
Uber = $1000 deductible
Lyft = $2500 deductible |
No Coverage |
Coverage for difference in deductibles with a maximum payable of $2500.
(Example – insured carries a $250 deductible for collision and has a collision loss while in Period 2. Uber handles the loss but has a $1000 deductible. The endorsement would pay the $750 difference in deductibles.) |
| 3 – paying passenger occupying the vehicle |
Uber and Lyft provide coverage IF the vehicle carried comprehensive/ collision on the personal auto policy.
Uber = $1000 deductible
Lyft = $2500 deductible |
No Coverage |
Coverage for difference in deductibles with a maximum payable of $2500.
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*This information is provided on an informational basis. In the case of a discrepancy between any announcement and the policy form, the policy form language prevails.
SUBJECT: Rockstar Responders
EFFECTIVE DATE: 5/27/20
Rockingham Insurance Honors First Responders
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Here, we stand with our friends and neighbors as we support local first responders. We never forget that we have a responsibility to our community and helping those around us makes it that much stronger.
During these unprecedented times, Rockingham Insurance's
Rockstar Responders program is
honoring local heroes who are making a positive impact on our community or others' lives, whether they volunteer, motivate, create, or donate.
To nominate a Rockstar Responder and recognize their community contribution,
complete the nomination form. Share their story and follow us on Facebook for announcements. Monthly, one individual will receive a $500 award.
To complete the nomination form, you must be 18 or over. Employees, Agents, and Agency employees are invited to submit nominations, although immediate family members are not eligible for an award. Recipients must reside in Virginia or Pennsylvania.
At Rockingham Insurance, we've devoted over a century to providing peace of mind to the people who love it here as much as we do. That's not just our responsibility as an insurance company, but as a friend and neighbor. Wherever you are, we’re
here.
Learn more:
https://rockingham.insure/rockstar-responders/
ATTENTION: ROCKINGHAM INSURANCE AGENTS- Personal Lines Agents
SUBJECT: COVID-19 & Personal Auto Rates
As an update of our support of auto policyholders during the COVID-19 outbreak, we're reducing auto rates. Beginning 7/1/20, renewing policyholders will see a 4% decrease, which is equivalent to a 20-25% discount for April and May. The rate reduction also applies to new business 7/1/20 and after!
Talking points for customers-
How Rockingham is helping drivers:
- Reducing auto rates
- Payment relief
- Protecting delivery drivers
Reduced Auto Rates
With shelter-in-place orders in effect in our communities, there are fewer drivers on the road and a reduced number of accidents. As a result, we're offering lower rates on auto insurance policies. Beginning 7/1/20, new and renewing auto policyholders will see reduced rates of 4% for the next full policy term. The rate decrease will be applied automatically at the next renewal.
Payment Relief
If an income interruption is affecting your ability to pay an insurance payment, contact our Customer Experience Team at
(800) 434-7736. We are working with policyholders on a case-by-case basis.
Protecting Delivery Drivers
We understand your job duties may have changed as restaurants are transitioning to delivery service. We're here protecting personal auto policyholders performing delivery service of products or food while the COVID-19 business shutdown is in place. This temporary consideration does not cover drivers employed by the on-demand app platforms.
Agents, if customers need immediate relief as their situations have changed, consider these helpful items:
- Previously announced, customers can call in and ask for payment relief and deferral. Our customer experience representatives have been working with customers on an individual basis.
- Consider raising deductibles on Comprehensive and Collision coverages. Many customers carry very low deductibles, and the industry averages $500 or $1,000, which comes with savings.
- Consider dropping Comprehensive and Collision coverage on older vehicles that no longer need the coverage. You'll have to help the customer weigh the potential actual cash value received for their vehicle in the event of a total loss with the premium they pay for these coverages.
- Consider dropping other ancillary coverages or endorsements they may not need, like accident forgiveness.
- Consider dropping Liability limits if, and only if, customers intend to do absolutely no driving during the stay-at-home orders.
If you have any questions, please contact your regional manager, Tonya or Ed. We appreciate your continued partnership and wish your staff and families continued health as we navigate this crisis together.
ATTENTION: ROCKINGHAM INSURANCE AGENTS- Personal Lines Agents
SUBJECT: Personal Auto Policy and Delivery Use
EFFECTIVE DATE: 3/16/20
In response to the recent coronavirus (COVID-19) outbreak, we understand that the job duties of some personal auto insureds may have changed due to businesses such as restaurants changing to delivery service. Some insureds’ jobs now include delivery when they previously did not.
While our auto guidelines continue to include vehicles used in delivery of products or food as ineligible, we will consider a relaxed interpretation of the ‘public or livery conveyance’ exclusion contained in the auto policy in some circumstances while the COVID-19 business shutdown is in place.
Customers with a temporary change in job duties who did not previously deliver goods will have coverage under their personal auto policy. Please note that coverage does NOT apply to insureds who drive for on-demand app platforms including but not limited to DoorDash, GrubHub, or UberEats as these platforms still fall under the ‘public or livery conveyance’ exclusion. As always, our claims adjusters will make the final coverage determination at the time of loss, considering all information pertinent to the claim.
Please note that consideration for deliveries, as noted above, is only in effect when restaurant dine-in service is unavailable due to COVID-19.
If you have questions, please contact your Regional Manager,
Tonya Eaton or
Ed Martony.
ATTENTION: ROCKINGHAM INSURANCE AGENTS - All Agents
SUBJECT: Employees will be Working Remotely
EFFECTIVE DATE: 3/16/20
In response to the recent coronavirus (COVID-19) outbreak and local presumptive positive cases, our Harrisonburg and Richmond offices will close temporarily. We are closely monitoring the local health department’s guidance for businesses.
Beginning Monday, March 16th, the Rockingham Insurance employees located in the both offices will be working remotely. All essential services will be available to Agents and policyholders. Agent services and procedures remain the same. We will be available to write new business and account management. Agency visits will be scheduled on an individual basis.
Customer Service
(800) 434-7736
Policyholders will only be impacted by not being able to visit the home office in person.
Access to Customer service:
Make a Payment
(800) 434-7736
or online
Tonya Eaton,
Ed Martony, or the
Commercial Lines team. If you need system assistance, contact
ExtranetHelp@rockinghamgroup.com
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ATTENTION: Agents, Personal Lines VA
SUBJECT: Bluestone DP Policy Migration
EFFECTIVE DATE: 2/28/20
DP Renewals will begin migrating to the Bluestone system starting Monday, March 2, 2020 for renewal policies effective April 15, 2020 and later. Here are some tips for locating current and prior term policy information.
- Renewal polices effective April 15, 2020 and later will be available in Bluestone as they renew. You will need to go to Bluestone to obtain dec pages and view policy information. Dec pages can be found on the Policy File chevron.
- Prior policy term dec pages will not be available in Bluestone immediately upon migration. The prior term documents will be available in Bluestone a week after the policy renews; however, you are still able to view documents on the Agent Extranet for prior policy terms.
- In the Agent Extranet, you can search by customer name or policy number. If the Dwelling policy has migrated to Bluestone, you will see both the DP policy number for the old term and the new Bluestone RDP policy number for renewal term. If you select the DP policy number, you will see the prior term policy information. If you select the RDP Bluestone policy, you will be redirected to the Bluestone sign-in screen.
As a reminder, DP commissions are available in the Bluestone system.
AGENTS: Personal Lines VA
SUBJECT: Planned Bluestone System Upgrade
EFFECTIVE DATE: 1/10/20
The IT team will conduct planned upgrade to the Bluestone environment Friday, January 10th from 3 – 10 PM. System access will be unavailable during this window. Thank you for your patience.
SUBJECT: PA Home Rate Change
EFFECTIVE DATE: 3/1/2020
Based on the loss performance of our current portfolio, we are making the rate increases and Underwriting Guideline changes outlined below to improve our overall profitability.
Our Pennsylvania Homeowners rates and guidelines will be adjusted effective March 1, 2020. The overall rate impact averages 10%. Policy renewals reflecting this change will begin to be released January 15, 2020. For renewals, individual policy premium changes may vary so please review the pre-renewal reports emailed to your agency.
- Base Rate increase for all forms
- New Optional Form, RM HM 74 Related Private Structures Exclusion – can remove coverage for a specific Coverage B Structure. A copy of this form is attached.
- Loss History Experience Factors revised
- Revised Underwriting Tier Factors
- Revised rating factors on ML-255 Repair Cost Terms endorsement
GUIDELINE CHANGES
We are making the following revisions to the Homeowners New Business Underwriting Guidelines. A copy is posted on the Agent Extranet (Documents -> Manuals/Guides -> Homeowners Underwriting Guidelines):
- Agent binding authority increased to $750,000 Coverage A on Form 2, 3, or 5. Increased to $150,000 Coverage C on Form 4.
- E2 Value replacement cost estimate is not required on condominiums (Form 6).
- Coverage A amounts over $400,000 require Tier Code of “AKA” or better.
- Revising acceptability guidelines to include the following:
- No more than one loss with a maximum amount paid of $10,000 in the past three years.
- No losses in the past five years if any loss is due to water, fire, or liability.
- The following exposures are now listed as unacceptable:
- Flat roofs and roofs with less than 3/12 pitch
- Dwellings under construction or major renovation
- Risks listed on a historic registry requiring preservation in loss repair or restoration
- Exterior Insulation Finishing System (EIFS) construction installed prior to 2000
- Other structures or garages with solid fuel heating devices
- More than eight rental property units when extending liability from the homeowner’s policy
- Zip Lines
- Pit Bulls or mixes including Pit Bulls. The definition of ‘Pit Bull’ has been revised to include American Bulldog, American Bully, American Pit Bull Terrier, American Staffordshire Terrier, Bull Terrier, Miniature Bull Terrier, and Staffordshire Bull Terrier.
- Dwellings with fiber cement siding are to be rated as Frame.
- When extending liability from the homeowner’s policy to a liability risk located outside of Pennsylvania, photos of that property are required.
SUBJECT: New FNOL Process
EFFECTIVE DATE: 1/9/20
As a reminder to the webinars held in December, Thursday, January 9
th we’re changing vendors for auto, glass & after-hours claims.
Effective Thursday, January 9th, 2020 @ 8am
- To Report a Claim [Personal Lines] → CALL 800.662.5246
- Safelite Auto Glass → replaces Strategic /Teleglass for all Rockingham Insurance auto glass claims
- Safelite Solutions → replaces Strategic Claims for all Auto Claims & Afterhours
- Rockingham FNOL Team → manage daytime Property, Commercial, Specialty Claims
- To Report a Claim [Commercial Lines (BEV)] → either Call or Attach Reports/Documentation via website
- Rockingham Insurance Website → only use for Reimbursement & BEV claims
Important Numbers:
- Rockingham Insurance Claims → 800.662.5246 [direct ext. #3906]
- Option 1 → for Roadside Assistance [as in, in current need of assistance]
- Option 2 → to Report a Claim
- Option 1 → Auto Glass [only] Claims
- Option 2 → Auto Claims
- Option 3 → All Other Claims
- All Claim Documentation(s)
BENEFITS OF SAFELITE SERVICES
- Experienced Representatives Taking First Notice of Loss
- Pertinent information obtained
- Claims process & expectations set during initial call
- Streamlined Claims Experience
- Repair referrals offered through approved body shop list
- ClaimsGo mobile estimating app for those comfortable using smart phone to upload photos of damage
- Total loss triage & determination – representative will initiate tow service/obtain permission to move vehicle to salvage yard
- Immediate rental reservation with Enterprise on non-drivable vehicles for insureds with rental coverage
- Faster Claim Settlements, Less Wait Time
- Ingo Money digital payment options for claims under $5000
- Electronic funds transfer to insured’s checking account or
- Funds applied to insured’s debit or credit card
- Reduced customer anxiety over long claim process
- Increased Policyholder Satisfaction
- Insured will have good explanation of what to expect
- Multiple options for vehicle inspection
- Fast & easy payment for those choosing digital payment option
2019 AGENT NEWS
SUBJECT: HOME OFFICE HOURS
DATE: Wednesday, 12/11/19
The Rockingham Insurance home office will close early on Wednesday, December 11th, at 11:30 a.m. to allow employees to attend a holiday luncheon. Our vendor, Strategic Claims will answer incoming customer calls. Voice mails left with individual employees will be returned Thursday.
Thanks for your continued partnership. HAPPY HOLIDAYS!
SUBJECT: Planned System Maintenance
EFFECTIVE DATE: 12/7/19 & 12/8/19
The IT team will conduct planned system maintenance on Saturday 8 AM – 8:30 AM and Sunday 8 PM – 8:30 PM. System access will be unavailable during this window. Thank you for your patience.
SUBJECT: Bluestone Policy Administration
DATE: 11/4/19
Our new policy administration platform Bluestone revolutionizes the way you communicate, quote and service Personal Lines Dwelling Fire policies with Rockingham Insurance. Bluestone is an easy-to-use platform that provides seamless integration into a single location.
Visit our Bluestone Agent page on the Agent Extranet to learn more about Bluestone
TO: Virginia Independent, Exclusive
SUBJECT: Impact of Insurance Score on Renewals
EFFECTIVE DATE: 12/1/19
Effective 12/1/2019, renewal premiums will not be adjusted due to a lower insurance score. Farm started renewing 10/7/19, and VA DP/MO/HO/FA will begin to renew 10/17/19. The chart below outlines policy changes at renewal when a revised score is pulled.
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Existing Score or Factor
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Renewal Score or Factor
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Score to be used
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998 “No Hit” or 999 “No Score”
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Any score that is not a 998 or 999
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Renewal Score
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Higher Score (lower factor) than Renewal Score but not a 998 or 999
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Lower Score (higher factor) than Existing Score but not a 998 or 999
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Existing Score
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Lower Score (higher factor) than Renewal Score but not a 998 or 999
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Higher Score (lower factor) than Existing Score but not a 998 or 999
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Renewal Score
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Lower factor than 998 or 999 (score is not a 998 or 999)
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998 or 999
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Existing Score
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Higher factor than 998 or 999 (score is not a 998 or 999)
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998 or 999
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Renewal Score
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As a reminder, the following are imperative for obtaining insurance scores on new business:
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Entering a previous address if the insured has lived elsewhere in the past three years
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If writing a Farm or Dwelling Policy and the insured is other than a person (examples: LLC, Trust, Estate), select 'Commercial' as the applicant type when starting the quote in RateRock and 'Business', 'Trust', or 'Estate' as the Entity Type in Bluestone.
Also, if new business is submitted with a 998 "No Hit" Score and underwriting is able to obtain a score in the underwriting window, the actual score will be used in rating the policy, not 998.
AGENTS- VA Ind & Exclusive (PA Ind message did not include farm)
Umbrella Binding Procedure
DATE: 10/1/19
Rockingham Insurance offers Personal and Farm Umbrella coverage with limits of $1 million to $5 million. Under normal circumstances, all qualifying underlying coverage must be written with Rockingham. If binding authority is granted for umbrella coverage over another carrier’s policy, a copy of the current declarations for that policy must accompany the new business application. Exceptions will not be considered for underlying Homeowners or Farmowners with another carrier.
There are three steps to securing Personal or Farm Umbrella coverage:
Before quoting, please confirm that the risk meets the Personal Umbrella New Business Underwriting Guidelines posted on the Agent Extranet.
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QUOTE. For qualifying risks, open/download the updated Excel Umbrella quoting workbook*, on the Agent Extranet.
Enter risk information on the “Quoter” worksheet – insured and agent names, type of umbrella, territory, limit of insurance, retention, and number of underlying exposures as indicated. If the quote is acceptable to the client, continue to step 2.
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BIND. On the “Complete & Submit to Bind” worksheet, enter details regarding the insured, all underlying exposures, and underwriting information. Submit the completed form to your assigned Personal or Farm Underwriter via email for binding authorization.
If the risk meets the qualifications detailed in the guidelines, all underlying coverage is written by Rockingham, and the umbrella limit is $1 million, this step may be omitted and coverage may be bound.
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SUBMIT. After binding authorization is secured, submit a completed current version of the ACORD 83 Personal Umbrella Application. Requests for binding authority should be emailed (as an attachment) to the assigned underwriter. Bound ACORD applications should be emailed to care@rockinghamgroup.com.
TO: AGENTS- VA Independent, Exclusive, & Commercial Elite
SUBJECT: Binding Restrictions
EFFECTIVE DATE: 9/4/19
Due to the approach of Hurricane Dorian, effective 12:01AM on Wednesday, September 4, 2019, immediately cease binding new Virginia property and auto physical damage risks East of I-95 until further notice.
This temporary moratorium includes new business, increases in existing coverage, reduction of existing deductibles, and new comprehensive coverage to existing vehicles for both personal and commercial lines.
If there are documented closings or sales negotiations that were in progress in your agency PRIOR to this announcement, call your underwriter for consideration. Any coverage requests that your agency mailed to the company PRIOR to this announcement will be deemed by the company to have been made prior to your agency’s suspension of authority.
Thank you for your cooperation and understanding of this inconvenience. We will advise promptly when this restriction is lifted.
SUBJECT: Duplicate Renewal & Installment Bills
EFFECTIVE DATE: 7/31/19
On July 18th, we experienced a system error which generated duplicate installment bills and renewal packets. We apologize for the inconvenience this has caused agents and policyholders. Should a customer issue arise from the error, contact the Customer Experience team for further assistance.
SUBJECT: Feedback Requested on Roadside Assistance Program
EFFECTIVE DATE: 7/22/19
In recent weeks, we have received increased feedback on our Roadside Assistance program expressing dissatisfaction with the experience. We are working with the service provider to improve communications, response time, and problem resolution.
To help us achieve an improved experience for Rockingham policyholders, please provide feedback directly to VP of Claims, Lou Pugh. Whether you call or email, please send these details:
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Policyholder’s name
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Date of service
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Location of vehicle when the service was called (nearest town)
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Nature of dissatisfaction (e.g., Policyholder not in system, tow-truck too far away, wait-time was excessive, etc.)
Having the specifics for each experience will aid us in working with the service provider.
Lou can be reached at 540-437-3010 or lpugh@rockinghamgroup.com
ATTENTION: VA AGENTS
SUBJECT: VA Home
EFFECTIVE DATE: 9/1/19
Based on the loss performance of our current portfolio, we are making the rate increases and Underwriting Guideline changes outlined below to improve our overall profitability.
Our Virginia Homeowners rates and guidelines will be adjusted effective September 1, 2019. Policy renewals reflecting this change will begin to be released Thursday, July 18, 2019. For renewals, individual policy premium changes may vary so please review the pre-renewal reports emailed to your agency.
RATE CHANGE
Here is a brief description of the rate change:
-
Overall increase of 9.0%, with the following base rate increase applying by form:
Form 2 +11.0%; Form 3 +9.4%; Form 4 +2.0%; Form 5 +15.0%; Form 6 +6.0%.
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Policy Limits Water Back Up and Sump Discharge or Overflow Coverage (HO 1728) increased from $45 to $90.
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Financial Responsibility Factors were adjusted resulting in more tiers, deeper discounts for the best scores, and increased factors for lower scores.
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Age of Home Factors for some categories were revised.
GUIDELINE CHANGES
We are making the following revisions to the Homeowners New Business Underwriting Guidelines. A copy is posted on the Agent Extranet (Documents -> Manuals/Guides -> Homeowners Underwriting Guidelines):
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Agent binding authority increased to $750,000 Coverage A on HO 0002, HO 0003, or HO 0005. Increased to $150,000 Coverage C on HO 0004.
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E2 Value replacement cost estimate is not required on condominiums (HO 0006)
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Coverage A amounts over $400,000 require Financial Responsibility Code of “J5” or better (700 score).
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Student housing occupancy on form HO 0004 requires supporting HO/FO/MO coverage of parents.
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Revising acceptability guidelines to include the following:
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No more than one loss with a maximum amount paid of $10,000 in the past three years.
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No losses in the past five years if any loss is due to water, fire, or liability.
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The following exposures are now listed as unacceptable:
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Flat roofs and roofs with less than 3/12 pitch
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Dwellings under construction or major renovation
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Risks listed on a historic registry requiring preservation in loss repair or restoration
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Exterior Insulation Finishing System (EIFS) construction installed prior to 2000
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Other structures or garages with solid fuel heating devices
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More than eight rental property units when extending liability from the homeowners policy
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Zip Lines
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Pit Bulls or mixes including Pit Bulls. The definition of ‘Pit Bull’ has been revised to include American Bulldog, American Bully, American Pit Bull Terrier, American Staffordshire Terrier, Bull Terrier, Miniature Bull Terrier, and Staffordshire Bull Terrier.
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Dwellings with fiber cement siding are to be rated as Frame.
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When extending liability from the homeowners policy to a liability risk located outside of Virginia, photos of that property are required.
SUBJECT: VA Homeowners Rate Rock update
EFFECTIVE DATE: 6/25/19
When quoting new business in Rate Rock, the following message will appear if the county/city location is incorrect.
For example:
Bedford City reverted to a town, so ‘Bedford City’ should not be selected as the ‘County’ for Location address when quoting.
When quoting, select locality as either:
‘City’ = ‘Bedford’
‘County’ = ‘Bedford’
We are unable to remove ‘Bedford City’ as an option for ‘County’ at this time because there are older policies that do still have ‘Bedford City’. We are in the process of adding the following error message:
The error message has been added to Policy Summary for Homeowners. In the near future, it will also be added at ‘Quote Results’ and are adding for other property lines. The rate will not be accurate if using ‘Bedford City’.
ATTENTION: ROCKINGHAM INSURANCE AGENTS
SUBJECT: LexisNexis Now Available
EFFECTIVE DATE: 5/30/19
The outages with LexisNexis have been resolved.
Take these steps to correct the incomplete reports during the outage:
ATTENTION: ROCKINGHAM INSURANCE AGENTS
SUBJECT: LexisNexis Unavailable
EFFECTIVE DATE: 5/30/19
We are currently experiencing intermittent outages with LexisNexis. The IT Team is currently investigating and working to correct this issue. We’ll send an update once issue is resolved. Thank you for your patience.
ATTENTION: ROCKINGHAM INSURANCE AGENTS
SUBJECT: Holiday Office Hours
EFFECTIVE DATE: 5/27/19
On Monday, 5/27/19 the Rockingham Insurance home office will be closed for the Memorial Day holiday. The after-hours vendor Strategic Claims will answer all incoming calls.
SUBJECT: VA Auto
UPDATE: 5/17/19
The Va Auto rate change has been implemented in RateRock.
SUBJECT: VA Auto
EFFECTIVE DATE: 7/1/19
To provide you with a better competitive position, an improved experience in writing new business with us, and to offer more appropriate rates to new and existing customers, we are making changes to our Personal Auto rates and guidelines.
Our Virginia Auto rates will be adjusted effective July 1, 2019. Policy renewals reflecting this change will begin to be released Monday, May 20, 2019. The changes have not yet been programmed in Rate Rock – an additional announcement will be sent once this has been completed. For renewals, individual policy premium changes may vary considerably so please review the pre-renewal reports emailed to your agency.
We are improving our competitive position for households with good to great insurance scores, pickups and SUVs, drivers age 30-50, and work use vehicles. Details of this rate change can be found here (Documents -> Forms-Policy Forms).
The revised Personal Auto New Business Underwriting Guidelines can be found here.
Additionally, we have made changes to our Accident Forgiveness Plus Endorsement. This change was mandated by the Bureau of Insurance. Details can be found here (Documents -> Forms-Policy Forms).
RATE CHANGE
Our Virginia Auto rates will be adjusted effective July 1, 2019. Policy renewals reflecting this change will begin to be released Monday May 20, 2019. The changes below have not yet been programmed in Rate Rock – an additional announcement will be sent once this has been completed. Individual policy premium changes may vary considerably. Here is a brief description of the changes:
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Overall, base rates will increase by 3.0%, with the following applying by coverage: Bodily Injury Liability 0%; Property Damage Liability +8.2%; Medical Expense +8.2%; Other Than Collision 0%; Collision +5.0%; Uninsured/Underinsured Motorist 0%
-
BI/PD Liability and Medical Liability Symbol Factors were adjusted resulting in improved rates for pickups and SUVs
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Driver Factors were adjusted resulting in lower rates for drivers ages 30-50 and increased rates for younger and mature drivers
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Vehicle Use Factors were adjusted resulting in improved rates for work use vehicles
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Financial Responsibility Factors were adjusted resulting in more tiers, deeper discounts for the best scores, and increased factors for lower scores. The Financial Responsibility Factor will also now be applied to UM Rates.
We are improving our competitive position for households with good to great insurance scores, pickups and SUVs, drivers age 30-50, and work use vehicles.
GUIDELINE GHANGES
We are making the following revisions to the Personal Auto New Business Underwriting Guidelines. A copy is posted on the Agent Extranet (Documents -> Manuals/Guides):
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Agent binding authority increased to $500,000/$500,000/$500,000 or $500,000 combined single limit
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No longer requiring a Health Questionnaire for drivers age 75 or older
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Eliminating the Restricted Vehicle List. The following vehicle characteristics are now included in the guidelines as unacceptable – Gray Market Vehicles, Kit Cars, or Replica Cars.
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Increasing binding authority on motor homes to $75,000 in value if 25 feet in length or less
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Revising acceptability guidelines to include the following:
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Total Paid Losses in the past 5 years (other than Towing or Rental) can be no more than one plus the number of vehicles on the policy and no more than three in total.
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No more than one not-at-fault accident for any operator applies to all operators.
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Risks with any operator in the household with a suspended or revoked license due to a moving violation are unacceptable
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Vehicles that have existing damage will require two photos (left front and right rear) taken by agency personnel
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Agents are required to obtain a signed copy of Form IL U 056 Virginia Selection of Lower Uninsured Motorists Coverage Limits for all policies where the UM limit is lower than the Bodily Injury and/or Property Damage Liability Limit. The form is to be retained by the agency.
FORM CHANGE
For new business and renewals 7/1/19 and after, the Accident Forgiveness Plus endorsement (RCC PP 99 06) will no longer include Death Indemnity Coverage. The endorsement had previously included a $5,000 death benefit. We were advised this endorsement was not compliant as part of the recent Virginia Market Conduct Exam and must remove this coverage from the endorsement.
All Named Insureds and resident relatives CAN purchase individual Death Indemnity and Disability Coverage using endorsement PP 13 54 01 05, Automobile Death Indemnity and Total Disability Coverages - Virginia. This coverage is available for named insureds and resident relatives who are not drivers on the policy.
Death Indemnity Only –
$5,000 Coverage - $1.90 per person
$10,000 Coverage - $3.90 per person
Death Indemnity and Specific Disability Benefits Coverage –
$5,000 Coverage - $2.90 per person
$10,000 Coverage - $4.80 per person
If you would like to add coverage to a rated driver, please submit a change via Rate Rock.
The option to add this coverage to non-rated drivers is not available in Rate Rock. If you would like to add benefits to a non-rated driver, please email care@rockinghamgroup.com with the name of the person to be covered, their date of birth, their relationship to the named insured, and the benefit level selected. This information can also be noted in the Agent Comments in Rate Rock. Examples of non-rated drivers eligible for coverage include named insureds who are not rated drivers because they are no longer licensed or minor children in the household who are not yet licensed.
As a reminder, Accident Forgiveness DOES include the following additional benefits –
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Increases Supplementary Payments under Liability Coverage to up to $300 for bail bonds and up to $300 a day for loss of earnings because of attendance at hearings or trials at the company’s request
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Parked Car Deductible Waiver – waives the $200 Uninsured Motorist Property Damage deductible when the insured vehicle is damaged by a hit and run motorist while parked and unoccupied and the vehicle carries collision coverage
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Key Replacement – pays up to $250 to replace keys due to loss or theft
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Accidental Airbag Deployment – pays up to $500 to replace an airbag that deploys without the car being involved in an accident
A copy of the updated Accident Forgiveness form is attached and is also posted on the VA Auto Forms Listing on the Agent Extranet (Documents -> Forms-Policy Forms).
Click here for attachment: Accident-Forgiveness-Form.pdf
SUBJECT: Claims and Customer Experience Team Tomorrow
EFFECTIVE DATE: 5/9/19
On Thursday, 5/9/19 the Claims and Customer Experience Team will be at an off-site meeting from 12-5 pm. Customer calls will be forwarded to the vendor, Strategic Claims.
ATTENTION: INDEPENDENT PA AGENTS
SUBJECT: EZLynx UPDATE
EFFECTIVE DATE: 5/7/19
Good news! Rockingham Insurance auto quotes are once again available through EZLynx. We appreciate your patience while we worked to resolve the problem.
Helpful hints for using EZLynx to get a quote:
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The question of Continuous Coverage will default to three years with the same Carrier; however, other available options are; “Continuous Coverage”, “Lapse in Coverage” or “No prior insurance”. To obtain an accurate quote, please confirm the selection chosen is accurate before submitting the quote.
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The driver’s license number is required for named insureds (this field is during the quote stage to provide you withadditional information on drivers in the household, and to preload the request for MVR and Clue reports).
If you have questions or find a problem with Rockingham Insurance quotes on EZlynx, please contact your Regional Manager, Ed Martony. If you need system assistance, contact ExtranetHelp@rockinghamgroup.com.
SUBJECT: CLAIMS FNOL REPORTING & ORG CHART
POST DATE: 4/26/19
In recent Agent meetings, the Claims team presented updates for the FNOL process and Claims org chart. Attached are the presentations for your reference, please share with agency staff.
EFFICIENT CLAIMS PROCESSING
Lou is emphasizing the importance of sending documents, estimates, and photos to claimsgroupfax@rockinghamgroup.com. Documents submitted to this email address are scanned and indexed directly into the claim file. A task is assigned to the adjuster and prioritized. This is the most efficient way to submit claim documentation.
WHAT NOT TO DO FOR EFFICIENT CLAIMS PROCESSING
Delays occur when new losses and documentation are sent to the Claims distribution group.
If you have questions, please contact Lou Pugh lpugh@rockinghamgroup.com or your Regional Manager. If you need system assistance, contact ExtranetHelp@rockinghamgroup.com.
Attachments:
FNOL-via-Rockingham-Website-2019-4-4.docx
Claim-Reporting-Cheat-Sheet-(1).pptx
SUBJECT: e-Check Procedure Changes Webinar
EFFECTIVE DATE: 3/27/19
Join an informative webinar on Wednesday, March 27th at 10:30 am. The e-Check payment process has been updated. This affects how your agency takes customer payments. Please assign a representative from your agency to attend.
Rockingham Insurance e-Check Procedures
Wednesday, March 27, 2019
10:30 am | Eastern Daylight Time | 30 mins
Click here to Register
After your request has been approved, you'll receive instructions for joining the meeting.
SUBJECT: Januay Contest Winner- 150-Year Giveaway
ANNOUNCEMENT DATE: 2/7/19
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Congratulations to the first monthly winner of the 150-Year Giveaway, Brandi T. of Halifax, PA. She won $150 and will be entered to win a trip! Enter the giveaway today: https://rockingham.insure/150-giveaway/
SUBJECT: VA Home Endorsements
ANNOUNCEMENT DATE: 1/16/19
New Endorsements are available for Virginia Home. Rockingham Insurance has added three endorsements which offer 50% Specified Additional Amount of Insurance – Coverage A.
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HO4844 Specified Additional Amount of Insurance – Coverage A. This endorsement previously only offered a 25% option. You can now select 25% or 50%.
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RM-2850VAHO: This endorsement includes the same coverages as RM-28 except for the percentage of Specified Additional Amount of Insurance – Coverage A is now 50%. The RM-28 is also still available. This endorsement is for HO3 policies.
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RM-2950VAHO: This endorsement includes the same coverages as RM-29 except for the percentage of Specified Additional Amount of Insurance – Coverage A is now 50%. The RM-29 is also still available. This endorsement is for HO5 policies.
The HO4844 is located in Rate Rock under “Repair/Replacement Endorsement Options” and you will see both a 25% and 50% Option.
The RM-2850 and RM-2950 will display when you select “Enhancement Endorsement (RM-25, 26, 27, 28, 29)”.
An updated forms listing and copy of the manual which includes these endorsements has been posted on the Agent Extranet.
SUBJECT: 150-Year Anniversary
EFFECTIVE DATE: 1/11/19
This year, Rockingham Insurance is celebrating 150-year anniversary. The company will honor the milestone as a solid future built on a distinguished history. Plans are underway which include an employee philanthropic program, where each employee will designate a local community organization as the recipient of a $150 donation. Also, Rockingham will partner with the United Way of Harrisonburg and Rockingham County on a collaboration software tool for local non-profits.
In appreciation of customers, Rockingham is launching an exciting giveaway, ‘We’re here, celebrating 150 years and making wishes come true’. Contest details are:
Monthly Winner
• Enter online or in Agent offices
• One winner /drawing $150 cash
• Winner invited to Agent office celebration
• Match monthly cash prize as donation to Make-a-Wish
Grand Prize Winner
• Drawing in Jan 2020 from 12 monthly winner names
• Win trip (travel voucher) valued at $3,500
• Grant a wish for a Make-a-Wish child
Agencies will receive a counter card to display in your office to promote the customer contest (scheduled to arrive week of 1/14/19).
SUPPORTING MATERIALS:
PRESS RELEASE - https://rockingham.insure/news/rockingham-insurance-celebrates-150-anniversary/
GIVEAWAY ANNOUNCEMENT - http://rockingham.insure/news/rockingham-insurance-150-making-wishes-come-true/
COUNTER CARD – attached PDF file
LINK TO ENTER CUSTOMER CONTEST- https://rockingham.insure/150-giveaway/
As we celebrate this milestone, we are excited to continue our partnership!
2018 AGENT NEWS
SUBJECT: Legacy Businessowners BOP Program
Effective Date: 1/1/2018
As you are aware, Rockingham Insurance recently opened a Richmond office, led by Shawn Clavon, VP of Commercial to focus on habitational, restaurants, and artisan contractor Commercial markets. To streamline the internal point of accountability, we are consolidating our existing Businessowners (BOP) program under Shawn’s leadership.
For Exclusive Agents
January 1, the following changes will be in effect:
For Virginia Independent Agents
January 1, the following changes will be in effect:
If you are in contact with an agency that is interested in a Businessowners Elite contract, have them contact Heather Hamilton @ Ext. 3173
Additional Information
SUBJECT: Lower Uninsured Motorists Coverage Limits Form
EFFECTIVE DATE: 11/16/2018
Attention all Virginia Agents: The Virginia Selection of Lower Uninsured Motorists Coverage Limits form must be signed by the named insured on any auto policy when the insured obtains a policy with UM limits lower than their liability coverage limits. This is required under § 38.2-2206. Agents are responsible for securing these forms and maintaining a copy in their office.
The form can be found by clicking the 'Documents' link on the Agent Extranet, selecting 'Forms - Policy Forms', and then selecting 'Auto Forms Listing'. Rate Rock does not generate a copy of the form.
If you have questions, contact Melissa Nygaard (mnygaard@rockinghamgroup.com) or your underwriter.
SUBJECT: Smart Wheel Drive supporting documents
UPDATED: 10/29/18
Since we are not enrolling new customers, the SWD supporting documents have been moved to archive status. If you still need to access the T&Cs, FAQs, or flyers, go to 'Document Search' and search 'Archived Documents'.
SUBJECT: Binding Restriction Lifted
EFFECTIVE DATE: 9/14/18
Effective immediately, our restriction on binding new property risks and automobile comprehensive coverage for the entire state of Virginia is lifted. Since weather remains somewhat hazardous in localized areas, please use discretion to verify individual risk conditions as they are bound, assuring that damage has not already occurred nor is imminent.
SUBJECT: Mandatory Umbrella Endorsements
POST DATE: 9/13/18
We have three new mandatory umbrella endorsements that will be effective 11/1/18 for new business and renewals.
The “Definition of Insured” endorsement will specify that an ‘insured’ is granted the same status under the umbrella as they are granted in the underlying insurance. For example, if an additional insured on an underlying home or farm has premises only liability coverage; that insured would have premises only coverage under the umbrella.
Reference files attached in Agent email update:
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UM82 is for VA/PA Personal Umbrellas
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UM83 is for Farm Umbrellas with Form UM0002
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UM84 is for Farm Umbrellas with Form UM0610
SUBJECT: Binding Restriction Partially Lifted
EFFECTIVE DATE: 9/13/18
Effective immediately, our restriction on binding new property risks and automobile comprehensive coverage is lifted for risks west of I-95 in Virginia. We will continue to monitor weather conditions and give an update on the balance of the state as soon as possible.
SUBJECT: Claims Info for Hurricane Florence
UPDATED: 9/12/18
NEW CLAIMS
Policyholders reporting new claims related to Hurricane Florence dial 1-800-762-1680 (STRATEGIC CLAIMS).
FOLLOWING UP on EXISTING CLAIM
To follow-up on a claim previously reported, related to Hurricane Florence dial 1-800-662-5246, option 2.
Helpful tips for submitting a claim:
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Due to the anticipated increase of storm damage claims, contact times may be longer. We prioritize and process claims according to the severity of damage.
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Indicate if your home is unlivable (electricity outages do not qualify).
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Share any extenuating circumstances with the claims representative.
After submitting your claim:
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Protect your property from additional damage.
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Do not wait for a claims adjuster for tarping or emergency repairs.
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Take photos of the damages if possible.
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Send estimates or photos to catclaims@rockinghamgroup.com, include your claim or policy number.
If a claim is for FOOD SPOILAGE ONLY, complete the Food Spoilage Claim forms and send to spoiledfood@rockinghamgroup.com.
DOWNLOAD FOOD SPOILAGE FORMS
Refrigerator Contents: http://rockingham.insure/food-spoilage-refrigerator-form/
Freezer Contents: http://rockingham.insure/food-spoilage-freezer-form/
SUBJECT: Binding Restriction Due to Hurricane Florence
EFFECTIVE DATE: 9/10/18
Due to the approach of Hurricane Florence, effective immediately please cease binding new Virginia property and auto physical damage risks with Rockingham Insurance until further notice.
This temporary moratorium includes; new business, increases in existing coverage, reduction of existing deductibles, and new comprehensive coverage to existing vehicles.
If there are documented closings or sales negotiations that were in progress in your agency PRIOR to this announcement, call your underwriter for consideration. Any coverage requests that your agency mailed to the company PRIOR to this announcement will be deemed by the company to have been made prior to your agency’s suspension of authority.
As of 10:00 AM this morning, Hurricane Florence was centered at 60° West Longitude and 25° North Latitude, moving west-northwest at 9 miles per hour, and had maximum sustained winds of 105 miles per hour. The storm is expected to intensify as it approaches the North American continent.
Thank you for your cooperation and understanding of this inconvenience. We will advise promptly when this restriction is lifted.
SUBJECT: SmartWheelDrive program update
UPDATED: Monday, 8/13/18
On 8/13/18, Rockingham Insurance will no longer be adding new SmartWheelDrive customers. Since the beginning of the program, so few customers have enrolled in the program that it is not practical to continue.
Existing SmartWheelDrive customers will continue to receive the program discount for as long as they keep their vehicle and the usage remains the same. Existing customers will receive a letter thanking them for their participation. In that letter, the continuance of their discount will be explained. They will also be asked to return the device in a provided, prepaid envelope. At that time, the phone app will no longer work.
We appreciate those customers who participated in the program. We plan to be very thorough in our communication with them and will make sure they continue to get the discount they signed up for.
If you have SWD program questions, contact smartwheeldrive@rockinghamgroup.com.
SUBJECT: Advertising Update
UPDATED: Monday, 8/6/18
In July, we began a strategic digital advertising campaign utilizing display banner ads and Facebook advertising. Two ads are being rotated, with Farm and Home & Auto Bundle messages. The call-to-action is 'Find an Agent' or 'Get a Quote.' In the first 30 days of the campaign are proving successful with an increase in site traffic.
August 1st we started running two versions of the 'home & auto bundle' videos on social media. Preview the videos: https://youtu.be/pU-T0drw34M and https://youtu.be/k452MqSIuaw.
Also on 8/1/18, radio advertising started running in Harrisonburg and Roanoke/Lynchburg media markets.
In September, the TV spot will run in Harrisonburg markets during news programming. For future updates, learn more at the Rockingham Insurance Brand Page.
SUBJECT: Print Portal
UPDATED: Monday, 8/6/18
Order customized sales collateral, letterhead, business cards, promotional items, and ad templates. Order now: Rockingham Insurance Print Portal
Employee Login: marketing-rg@rockinghamgroup.com
Password: rockingham
Technical support questions, email support@whaprint.com. For marketing help contact Jennifer.
SUBJECT: Now Available! Recording of the FraudScout & LifeStages Webinar
UPDATE: Tuesday, 7/31/18
Did you miss the exciting & informative FraudScout & LifeStages webinar? Click here to listen to the recording.
SUBJECT: FraudScout & LifeStages
FraudScout® is a credit and identity monitoring service is available for Rockingham Insurance Homeowner, Mobile Homeowner, and Farm* policyholders with several levels of protection; Silver, Gold, and Platinum service bundles.
Identity theft claims a new victim – and derails a life – every two seconds…
LifeStages® identity management services provides personalized, comprehensive proactive and resolution services that go far beyond-do-it-yourself kit resolution and credit monitoring. Policyholders of Rockingham Insurance Homeowner, Mobile Homeowner, and Farm* have access to fraud specialists and unlimited resolution assistance – at no additional cost.
SUBJECT: Amendatory Endorsement Added to Virginia Home Policies
EFFECTIVE DATE: Monday, 9/1/18
Effective 9/1/18, we will be adding an Amendatory Endorsement to Virginia Home New Business and Renewal Policies. Amendatory Endorsement RM 41 removes incidental coverage for Liquid Fuel Remediation. Renewals for 9/1/18 will begin processing on 7/18/18.
The new privacy statement will also be in production effective 9/1/18 for all lines for business.
SUBJECT: Policy Services Team
EFFECTIVE DATE: Monday, 6/4/18
We are pleased to announce effective Monday, June 4th Rockingham Insurance will form a Policy Services unit. This team will be responsible for new application setup, in-force policy changes, cancellation processing, billing administration and service, reinstatements, payments, and policy survey review. Employees with those duties today will be a part of the team: Debbie Alexander, Sonya Carrier, Donna Kenney, Barbara Martz, Amanda Taylor, and Pam Thompson. Teresa Comer, Policy Services Manager, will lead the group. This change will help us meet the organization’s needs for different skills as we transition to a new policy administration system.
While internal reporting relationships are changing, all channels for agent/company contact remain the same for policy processing and billing, as listed on the “Contact Us” page of the Agent Extranet.
SUBJECT: Claims Submission Changes
REMINDER DATE: 5/15/18
Starting Monday, 4/2/18, Rockingham Insurance will offer a full-service claims interface experience for the policyholder.
Policyholders will call 1-800-662-5246 and select option 2.
Our first notice of loss vendor, Strategic Claims Services will be operating an improved service that will provide faster claims submission. Auto physical damage losses will be streamlined by setting up a rental vehicle, coordinating vehicle damage inspections, and assignment to our mobile app estimator- Snapsheet.
This new process will assist with the escalation of property losses for homes that are uninhabitable. It will also streamline remediation and mitigation, and the arrangement of temporary housing for our policyholders.
For the best experience possible, please have your customers place the call and provide Strategic Claims with details of the loss to ensure that the claim is prioritized and routed to the most appropriate Rockingham Insurance adjuster.
**Please be advised: The current method of submitting claims on the Agent Extranet will no longer be available. You or your customer can submit a claim on our website (rockingham.insure), but it will not provide the fastest method for reporting a loss due to the likely need for a follow-up telephone call.
SUBJECT: Entering a Crawlspace in the e2Value Residential Replacement Cost Calculator
DATE OF ANNOUNCEMENT: 5/4/18
Over the past several months we have received questions from agents about entering a crawlspace when calculating residential replacement cost with the e2Value tool. This message is intended to clarify when a crawlspace should and should not be entered as an “Additional Area” in the “Square Footage” section.
Rockingham Insurance defines a crawl space as follows:
A below grade (generally excavated) space between the ground and the first floor where the foundation walls are 3 to 5 feet deep. A crawl space may or may not contain mechanicals, electrical or plumbing of the home and may also be used as storage. A description from the homeowner about whether or not the space has been excavated, has a level floor, or includes appliances, HVAC components or mechanicals in the area would be helpful in the determination of a crawl space. A crawl space is necessary to include in e2Value to account for the concrete walls and/or floors (not the cost of the mechanicals, electrical or plumbing of the home).
Rockingham is committed to getting as close as possible to 100% insurance to replacement cost, so please take care to identify and enter all additional areas, including the crawl space, of the dwelling when completing the evaluation. However, if the crawl space is the only item omitted from the e2value, the Underwriter can accept the e2value without the crawl space, with the understanding that the property will not be insured to 100% of the replacement cost. If there are other items omitted from the e2value in addition to the crawl space, the Underwriter will ask the agent to add the crawl space when making the other corrections and adjust the amount of coverage accordingly.
Brand Standards Guideline
Announcement Date: 5/01/18
Click here to view: ROCK-Brand-Standards-FINsm.pdf
The Brand Standards document is for your reference. Questions about using the Rockingham Insurance or Exclusive Agency logos? Contact Jennifer Apesa, x3128.
February Marketing News
February was an exciting month for the Marketing Team. The new brand rollout was a tremendous success. Digital advertisements are in place and the new website is live (rockingham.insure), and home office signage has been replaced.
Our new brand is here!
We’ve been here for well over a century, built on a timeless, rock solid foundation of taking care of our policy-holders, employees, and neighbors first. Over the years our coverage has evolved to meet the changing needs of our community. It’s only natural that our brand should evolve to present a more modern image that reflects who we are today and the beauty of the region we serve.
On Feb 1, we launched our new brand – ROCKINGHAM INSURANCE. We have a new Website, Digital Ads, Sales Sheets, as well as a Rockingham Insurance Lands End Business Apparel store.
Rockingham Group is now: ROCKINGHAM INSURANCE
We have invested in 4,000,000 Digital Ad impressions that include links for the public to “Find an Agent” – or – “Get a Quote”. These digital impressions will be advertised throughout the state on various digital mediums.
In addition to the new website, digital ads and sales sheets we have new radio spots available for agents. Contact Jennifer Apesa for more information- x3145.
Be a Rockingham Insurance Brand Ambassador
Order new logo gear that fits your unique style
https://business.landsend.com/store/rockinghaminsurance
2017 AGENT NEWS
Revised Binding Request Process
ANNOUNCEMENT DATE: 6/14/17
When placing new property business with Rockingham Group, please remember there is an upper limit (typically $500,000 Coverage A) on agent binding authority, above which underwriter authorization must be secured before the risk may be bound.
This requirement is built into RateRock, halting the submission until underwriting authorization is provided. This communication is a reminder on how the quoting/binding process for these risks works for the Homeowners, Mobile Homeowners, Dwelling Properties, and Farmowners lines of business. Rockingham Group actively seeks risks with Coverage A values higher than $500,000. Our process is intended to help us apply appropriate underwriting discipline while serving the higher-value market.
We have streamlined the process as follows:
- When you have quoted a high-value risk, RateRock will alert you that underwriter authorization must be secured.
- Contact your assigned new business underwriter at this point.
- If the amount of coverage is the reason for the call, your underwriter will mark the file as a high-value risk and will ask you to complete the application and/or provide additional information before final binding approval.
- In some instances, your request may be above your underwriter’s authority and will require management review.
- When the completed application is reviewed, your underwriter will advise that coverage may be bound.
- You can bind the coverage by clicking on the “Submit” button in RateRock.
Please note a separate ‘High-Value Dwelling form’ is no longer required.
Please let your Regional Manager know if you have additional questions. For system issues, contact extranethelp@rockinghamgroup.com
HOME OFFICE PHONE SYSTEM UPGRADE
EFFECTIVE DATE: 5/4/17
On Thursday 5/4/17, Rockingham Group home office will be upgrading the home office to a new phone system. Billing and claims departments have been on this system for the last few months; now all departments will be on a consistent platform.
Starting Thursday, the Automated System (toll-free 1-800-434-7736 or 540-434-4544) voice prompts will change.
· Listen for the new greeting and voice prompts for directions
· You will no longer have to dial 7+ plus the extension of the person you are trying to reach
· All extensions will be 4-digit extensions with a 3 in front. Example= x145 is now x3145
During the transition on Thursday, if you have trouble reaching someone by dialing their extension, please contact them via email their cell phone if published.
Please let your Regional Manager know if you have additional questions, Relena Jackson, rjackson@rockinghamgroup.com.
ROCKINGHAM GROUP ANNUAL REPORT
ANNUAL MEETING DATE: 4/26/17
View report in Adobe Acrobat PDF format
TRAINING GUIDE: DWELLING PROPERTIES INSURANCE
ANNOUNCEMENT DATE: 3/3/17
Here is a guide for Agent Use when writing new Dwelling Fire (DP) business with Rockingham Group. Click here to download your copy of the Training Guide today!
DwellingProperties_AgentInfoSheet-02282017.pdf
Resource Location: Documents>Manuals-Guides>Agent Guide-Dwelling Properties Insurance.pdf
Document Search Keyword: Insurance Agent Guide
VA MOBILE HOME RATEROCK UPDATES
ANNOUNCEMENT DATE: 2/1/17
RateRock updates were implemented for VA Mobile home quoting tool for new business.
The following changes are effective 3/1/17:
- The Advance Quote Discount is now available (this is automatically applied based on the quote start date)
- Surcharge for lapse in coverage
- FraudScout is now available
- Revision to the ML 61 requirements: “Single items valued over $5,000 will require a Bill of Sale or Appraisal not more than 5 years old”
- Slight rate increase for base rates and premium group 2, 5 & 7 for type 1
Please let your Regional Manager know if you have additional questions, Relena Jackson, rjackson@rockinghamgroup.com. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
FORTIFIED REQUIREMENTS MAP UPDATE
EFFECTIVE DATE: 1/26/17
Rockingham Group requires that insured properties near the coast meet the “Gold Fortified” standard of construction provided by the Insurance Institute for Business and Home Safety. The characteristics of this form of construction can be found here.
To determine whether a property near the coast is in an area where this construction is required, please consult the map at this link.
For more information about our Fortified Requirements please review the bulletin located on the Agent Extranet under the Documents section.
Contact the Underwriting Department if you have any questions or concerns regarding this update: 1-800-434-7736 x8211 | email: underwriting@rockinghamgroup.com
VA AUTO RATEROCK ENHANCEMENTS
EFFECTIVE DATE: 1/20/17
Good News! We’ve made updates to the RateRock quoting tool for VA Auto New Business and VA Auto Change Processing.
VA Auto New Business
- The vehicle use option will now be displayed on the Driver Assignment roster page
- The error message related to a suspended license has been corrected
- Address verification will no longer drop off the street direction
- An error message was added when a vehicle does not carry collision coverage but has a lienholder
- Field validation was added for the Driver’s License Number and Date of Birth fields
- An error message was added if a driver has an SR-22 or FR-44 filing requirement noted on the MVR
- The Continuous Coverage/Loyal Customer field will now default based on the prior carrier information
- The EFT sign-up form has been revised
- The Rockingham Plus One endorsement will not be displayed when the Vehicle leased/purchased field = leased
- Non-moving violations will no longer be counted as moving violations
VA Auto Change Processing
- The CLUE report will now only be pulled on drivers being added to the policy
Please let your Regional Manager know if you have additional questions, Relena Jackson, rjackson@rockinghamgroup.com. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
ATTENTION ROCKINGHAM GROUP AGENTS:
January 4, 2017
Effective Thursday, 1/5/17, Farm RateRock enhancements will be available.
You will notice the following changes:
1. The Service Line endorsement is now available to be added to primary dwellings
2. The Advanced Quote Discount is now available (this is automatically applied based on the quote start date)
3. Coverage B can now be increased on a blanket basis by typing in the amount required under Coverage B (similar to Homeowners)
Please let your Regional Manager know if you have additional questions- Relena Jackson, rjackson@rockinghamgroup.com. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
UNDERWRITING PROCESS UPDATE
Effective: 12/1/2017
Rockingham Group will no longer require photographs to be submitted with Homeowner, Dwelling, and Mobile Home new business applications.
Please note: RateRock will still request photos until we complete our internal programming. You may disregard the message that appears. Although, Virginia Farm and Commercial new business applications will still need photos.
We've made this change based on your feedback, our loyal agency force. We are striving to improve our business processes, and are committed to making it more efficient to submit new business.
The revised Underwriting Guidelines are on the Agent Extranet. While photos are not required, you are encouraged to submit them when you feel they will benefit the underwriting process. Be on the lookout for a webinar invitation to learn more about the revised guidelines and what the process change means for your agency.
We truly appreciate our partnership and will continue improving the agent new business experience.
2016 AGENT NEWS
ATTENTION ROCKINGHAM GROUP AGENTS:
December 7, 2016
The Virginia Mobile Home Policy Inquiry was enhanced effective December 7, 2016. This feature provides Policy details on the Policy Inquiry screen under the Service Tab (instead of going to the 'Policy Details' tab).
Below is a screen print of the new feature.
When you click VIEW the following information is available. All categories are expandable, providing more detail on the Policy Inquiry screen.
If you have any questions about these changes, please contact your Regional Manager; Relena Jackson, rjackson@rockinghamgroup.com. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
ATTENTION ROCKINGHAM GROUP AGENTS:
November 18, 2016
Good News! We’ve made updates to the RateRock quoting tool for VA Auto. VA Auto is working the same way VA Home change processing does today. VA Auto change processing was a 2-step process and now is a 1-step process. The convert to change button is no longer necessary to continue from a what if quote to a change. Quotes will remain available until activity on the policy occurs then you would need to start a new quote.
For system assistance, contact ExtranetHelp@rockinghamgroup.com.
ATTENTION ROCKINGHAM AGENTS… Great News!
Wednesday: October 12, 2016
The Claims organization has reorganized to better serve you- our Agents.
In order to achieve Rockingham strategic goals and objectives, the following changes to the Claims organization and reporting structure are now in place.
Sheila Laughlin will continue to manage and control litigation matters and will provide supervision, guidance and support to the Casualty adjusters. Doug Netherwood, Nan Collins, Glenda Coffey, Donna Shahan, Katherine Hartzler and Brenda Miller-Johnson will report directly to Sheila.
Christine McDonaldson will continue to provide oversight on property large losses and will provide supervision and support to the Property adjusters. Grace Mills, Hope Tower Smith and Stacey Estes will report to Christine. Veronica Santiago will be training on departmental functions and workflows and will expand her role to provide back up to check processing, indexing and other administrative duties. Veronica will report to Christine.
James Kiser will continue to report to me and will take on additional administrative responsibilities for the department along with his current key accountabilities.
By maximizing the expertise and experience of the claims leadership team, our goal is to provide Superior Customer Service while minimizing the impact of claims severity on Company financial goals.
Please feel free to contact me if you have any questions about these changes. Our team’s goal is to support you- the agent in your goals.
Lou S. Pugh, AIC
Claims Operations Manager
ATTENTION ROCKINGHAM AGENTS… We made the following changes to our RateRock rating system effective 9/20/2016.
It’s All Good News!
- Currently, when you log into RateRock you have to select “My Work” to access the My Work page. With this change, the My Work page will open when you enter RateRock.
- The Status column on the My Work page will now display “Submitted” instead of “Referred” when an application or change request has been submitted to Rockingham for review.
If you have any questions about these changes, please contact your Regional Manager; Relena Jackson, rjackson@rockinghamgroup.com. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
The Virginia Home Policy Inquiry was enhanced effective September 19, 2016.
This feature provides Policy details on the Policy Inquiry screen under the Service tab (instead of going to the ‘Policy Details’ tab).
Below is a print screen of the new feature.
When you click VIEW the following information is available. All categories are expandable, providing more detail on the Policy Inquiry screen.
If you have any questions about these changes, please contact your Regional Manager; Relena Jackson, rjackson@rockinghamgroup.com. For system assistance, contact ExtranetHelp@rockinghamgroup.com.
ATTENTION ALL VIRGINIA AGENTS…
We are required to notify Homeowners policy applicants about the limitations of the Replacement Cost terms of the policy. In order to comply with this regulation, we have added the following language to the remarks section of the VA Home application. This notice now prints on all VA Home applications:
NOTICE: If the policy applied for covers an owner-occupied dwelling and related private structures and includes a replacement cost loss settlement provision, please note the following:
- The Coverage A – Dwelling limit must be at least 80% of the full replacement cost of the dwelling just prior to the loss in order for the Replacement Cost Terms of the policy to apply.
- If the Coverage A – Dwelling limit is less than 80% of the full replacement cost of the dwelling just prior to the loss, claim payment may be reduced to an amount of the loss proportional to the limit of insurance divided by 80% of the replacement cost or to the actual cash value of the lost or damaged part of the property, after applying the policy deductible.
This notice is intended for informational purposes only and does not alter or replace any policy language.
Please contact your Underwriter or Regional Manager if you have any questions – Relena Jackson at rjackson@rockinghamgroup.com.
BUSINESSOWNERS PROGRAM CHANGES
Wednesday, July 20, 2016 | Effective August 1, 2016
Important changes in our Businessowners program going into effect on August 1:
- Lower BPP rates in the main rating Territory 010
- Revised Non-owned and Hired Auto rates
- Elimination of the minimum increase in premium when moving to a $2M liability limit
- Introduction of the available Veterinarian’s Professional Liability endorsement
- Lower rates for structures less than 30 years old
- A discount for risks coming to RIC with prior insurance
- Introduction of a “Service – NOC” classification to expand product availability
If you have any questions, please contact Regional Manager David Kistler: dkistler@rockinghamgroup.com or 540-564-8837
INTRODUCING RG FRAUD SCOUT
Thursday, June 14, 2016 FRAUD SCOUT A New Product/Service offered to Rockingham Group Homeowner Policyholders. Listen to the recording if you miss the live session Introducing FraudScout services for VA Homeowners.
UPCOMING - SMARTWHEELDRIVE CHANGES
EFFECTIVE: July 1, 2016
If you missed the webinar on the important upcoming changes to SMARTWHEELDRIVE
– use this link to catch up! Play recording
Click here to Download the image below to share on social media.
New Features for SMART WHEEL DRIVE
- Enrollment is now FREE
- 5% immediate discount for any work use vehicle that enrolls in SWD
- Up to 15% for work use vehicles based on the average daily miles driven
- If you have a customer enrolled in the current program, they will receive a letter explaining the change and the cost will be removed from future bills
- Marketing materials will be available including tent cards and flyers
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NEW CUSTOMER INQUIRY TOOL
Monday, June 13, 2016
Now you can find policy holder information on the Agent Extranet in a few clicks. The Policy Summary section under the "Service Tab" has been enhanced to offer you a quick and easy view of Auto Policy details (Policy Coverage, Vehicle Details, Driver Details, etc...). Click here to download a copy of the customer inquiry training guide.
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2015 ROCKINGHAM GROUP ANNUAL REPORT
Published: Wednesday, May 4, 2016
Download 2015 Rockingham Group Annual Report 
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MOBILE HOMEOWNERS ENHANCED ENDORSEMENTS
April 1, 2016
Introducing a new mobile homeowners enhanced endorsement sheet. Use this sheet as a reference to inform your insureds about optional endorsement packages available for our mobile home program. (RM 35 & RM 36)
Download Mobile Homeowners Enhanced Endorsement Sheet
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NEW BILL EXTENSION PRACTICES
Effective Monday, February 15, 2016
In our ongoing efforts to provide superior and flexible customer service to our policyholders in a manner that is fair, consistent, and meets all regulatory requirements, we are amending our Bill Extension practice as follows:
- Extensions cannot exceed 7 days past the equity date
- An extension can only be granted at the end of the legal notice or renewal offer due date. There will be no extensions on installment bills.
- For EFT deductions, a maximum of 2 extensions per policy per policy term may be granted but would require the customer make the request 5 or more days before the scheduled deduction.
- No more than 2 extensions can be granted per policy per policy term (except Annual pay plans which will only receive 1 extension).
Our Billing Associates will start using this amended practice on Monday, February 15, 2016.
Note: Extensions which have already been approved for a policyholder’s current policy term will not be applied to the maximum number of extensions allowed as described in the rules above. Counting of extensions will begin effective February 15, 2016 and will reset to zero for each policy at renewal.
If you have any questions, please contact Erin Showman eeshowman@rockinghamgroup.com, or your Regional Manager – Relena Jackson at rjackson@rockinghamgroup.com
NEW FIRST NOTICE OF LOSS (FNOL) PROCESS
February 1, 2016
Listen to the recorded Webinar on Strategic Claims Service Play recording (20 min)
Download Powerpoint Slides
Frequently Asked Questions
Q: Which claims go to Strategic Claims Service (SCS)?
A: ALL claims (glass, auto, and property) should be directed to SCS 24/7.
Q: What happens when my customer calls or walks in to file a claim?
A: Let them know that we have an enhanced process to provide them with additional services at the start of the claim and provide the number.
Q: How does my customer reach SCS?
A: The customer can get to SCS one of 2 ways:
- Call 800-662-5246 and chose option 2 from the claims menu to file a new claim (glass, auto, or property)
- Call SCS directly 800-762-1680
Q: Will my customer be confused about SCS vs. Rockingham?
A: No. SCS will answer: “Thank you for calling Rockingham Group’s Claim Reporting Service.”
Q: What happens after SCS enters the claim?
A: A Rockingham adjuster will be assigned and will answer all additional questions on the claim.
Q: What do I do when a customer calls me to determine if they should file a claim?
A: Continue to provide the guidance you offer today. This process does not replace you or your expertise. SCS handles only the FNOL.
Q: Which of the 6 phases are we in?
A: We are currently implementing phase 4. I will let you know when the other phases are complete.
2015 AGENT NEWS
WHAT IF/CHANGE PROCESSING PROCEDURES
Effective Thursday, December 17, 2015
All Auto & Home policy change menu options or the action drop down list in policy search, you will be re-directed to the What If functionality within RateRock. Read more>>
If you receive a message indicating a quote or change can not be processed please contact the Associate Underwriting Group. For additional training on the What If Change Process contact:
Teresa Comer @ 800-434-7736, ext. 3144
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ATTENTION ALL ROCKINGHAM AGENTS…
Thursday, December 15, 2015
One of our casualty claims adjusters, Courtney Spiers, resigned her position to pursue other career goals. While Claims works to identify ongoing needs in that area, we will have temporary staffing personnel fill the position for the next few weeks. During this time, please contact Letitia Bates with any questions.
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New Family Personal Auto Discount
Did you know that you may be able save 15% on eligible personal auto policies with children under age of six?
Click here to download>>
Download the Customer Flyer
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Enhanced Endorsements Packages
Include one of our enhanced endorsement packages with the next homeowners/farmowners you quote. Use with Form 3 or Form 5 policies... Click here to download>>
Available Endorsements Description List
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Roadside Assistance PLUS
We are now mailing Roadside Assistance PLUS brochures and the appropriate number of stickers with new business Auto policies in the same envelope. Read more>>
Download a copy of the Customer Pamphlet |
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SMART WHEEL DRIVE
Effective October 1 we launched a new program available only to Rockingham VA Auto policyholders. Smart Wheel Drive, allows parents to monitor their teen’s driving habits using a plug and play device powered by Octo Telematics. Read more>>
On-Demand Training: Smart Wheel Drive
If you missed the webinar on Smart Wheel Drive presented by Kevin Iwanicki, view the session here... Learn more>>
For more documents on Smart Wheel Drive visit our "Documents" use document search - using the word "Smart" |
SMART WHEEL DRIVE
Policyholders may sign up for the program by either going to our corporate website www.rockinghamgroup.com/smartwheeldrive or by contacting their agent. The Agent Extranet makes it easy for you to sign up new policyholders (RateRock).
The program can be added to current policies by submitting a change request. We have a special group of people ready to help with questions at our toll free number, 800-434-7736, option #6 or email at SmartWheelDrive@RockinghamGroup.com
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10-08-15
Service Line Enhancement Endorsement
Service Line coverage provides protection from an unexpected loss caused by a service line failure. This endorsement protects the homeowner by extending coverage for damage to underground piping, wiring, valves, or attached devices that connect a home to a public utility service provider or to a private system.
Our Service Line Enhancement Endorsement costs $15 flat fee per location. It can be applied to Homeowners & Dwelling Properties.
Helping to protect homeowners from unexpected and costly repairs. |
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Changes to our Site
Customer Search is now called Customer Inquiry. Search is now a bullet under it (we intend to add more bullets and functionality in the future). Listed below are some of the new features:
- You can search using First Name, Last Name, or Business Name in addition to Policy Number
- Recents and Favorites are viewable from the Search page
On the Policy Summary page:
- You can view multiple policies for the same customer if they are under the same name configuration
- You can view multiple policy terms
On the Billing page:
- You can view the installment schedule and other account/billing related information
In the future Customer Inquiry will include Claims and Policy Details for each line of business.
If you have any questions, please contact Kevin Iwanicki at
kiwanicki@rockinghamgroup.com, or to report functionality issues with the Agent Extranet contact
extranethelp@rockinghamgroup.com.
Effective July 9, 2015 we made a few changes in our VA Homeowners Program quoting and application process. These are as follows:
Revisions to e2Value
- We added a new link in e2Value on the top left of the estimator results page. Click that button to put the replacement cost estimate amount into your RateRock quote.
- This value will appear in RateRock on the Property Information Page above the coverage amounts.
- If you need to change the e2Value amount, you have to return to the estimator, rework the estimate, and click the link button again. The e2Value estimate amount shown in RateRock is a read only field and cannot be changed.
- If the e2Value estimate amount is greater than the Coverage A – Dwelling limit, a warning notice will appear on the next page of the application.
- The e2Value report will automatically be attached to the application under the File Attachment section and is viewable as a PDF from the Policy Summary page.
Added Solid Fuel Questions
- A new Yes/No question in the quote process “If there is a solid fuel heating device (such as a woodstove) on the premises, it is not located in a structure other than the primary dwelling (example: it is not in a garage).” has been added to the Eligibility Quick Check page. Rockingham does not wish to write a policy when a solid fuel heating device is located in another structure besides the primary dwelling.
- A new Yes/No question in the application process “Is there a solid fuel heating device at this location?” was added to the General Information Questions page to capture the presence of a solid fuel heating device and information will print in the remarks section of the application, regardless of a yes or no answer to this question.
If you have any questions about these changes please contact your Regional Manager, Relena Jackson rjackson@rockinghamgroup.com
NEW....Strategic Claim Service is now our Glass and Afterhours claim provider!
Even though our provider has changed, you and your customers should continue to file claims as you have in the past...
- The Rockingham Claim number 800-662-5246 or 800-434-7736 are still the numbers to use 24/7
- Glass claims will be routed to Strategic Claim Service 24/7
- All Afterhours claims will be routed to Strategic Claim Service from 5PM-8AM daily and 5PM Fri - 8AM Mon
- As of 5/11/15 glass claims filed on the Agent Extranet will automatically be routed to Strategic Claim Service
- 800-762-1680 is simply a direct dial to Strategic Claim
Our Roadside Assistance carrier has created a smart phone app for our AUTO policyholders!
It’s easy…anyone with the coverage on their Rockingham auto policy can simply grab their phone, Google search Rockingham Group and click on Claims on the menu. They then need to scroll down and click on Roadside Assistance. Halfway down there is a link for the smartphone app (Apple or Android).
An account needs to be created with a valid Rockingham auto policy number, and then VOILA… once the account is activated the app is on the phone and ready to use if needed.
Equipment Breakdown Information
Mutual Boiler RE, our Equipment Breakdown provider, has developed informational pages that explain the need for the product, the advantages of selling it, and what is covered. Please follow these links to the Homeowners product “Playbook” and the Farm/Commercial product site.
FARMAUTHORITY.INFO
Check out our new website designed specifically for Farmers!
The Farm Authority gathers information from around the agricultural community and provides easy access and detailed information all in one easy to use website.
Take a look and pass it along to your farm clients.
e2Value Residential Valuation Training
If you are interested in receiving the training, a tutorial on the e2Value MainStreet Residential Valuation tool can be found on their website at www.e2valueuniversity.com/.