FAQ

Inquiries on coverage for losses related to COVID-19 are complicated and many times create more questions than answers.  If you believe you’ve suffered a loss, file a claim; if denied, you’ve at least preserved your rights to argue for coverage.  This is a fluid, case-by-case situation and there may be arguments for coverage that haven’t yet emerged or we’re not yet aware of.  Insurers, and ultimately the courts, will decide coverage.  There is also growing momentum for federal legislation that could provide a pandemic risk insurance program similar to TRIA that was created following 9/11.

Yes! Insurers across the country have already agreed to do the right thing and defer payments upon request. Some are even putting a moratorium on cancelations of insurance for a certain period of time. All of our personal lines insurance carriers have advised of their response, and most are even proactively giving premium dollars back to clients. To answer any of your questions and to ensure your payment needs are met, talk to your account manager today.

Absolutely. Many insurance carriers are showing willingness to adjust policies based on the financial realities being created by COVID-19. Get in touch with your account manager and discuss your projected revenue/payroll figures. They’ll submit a request to your carrier to adjust the policy, track its progress, and notify you of the carrier’s response.

Mason & Mason is committed to the health and safety of its employees and clients. We followed developments early and made expedient adjustments to minimize business interruptions. For years, Mason & Mason has worked to digitize its agency which made it easier to quickly pivot to a remotely-deployed workforce. Check out information regarding our response here. 

We are here to help! Your account manager and insurance team here at Mason & Mason are still available Monday through Friday, 8 a.m. to 5 p.m. EST. Even though our offices are closed to the public and we can’t be there to greet you at the door, we’re reachable. Your phone calls and emails will continue to reach our staff and you won’t notice any difference in our ability to serve you. Whatever your insurance needs, don’t hesitate to reach out.

There are a number of ways to make your payments electronically. For example, most carriers will allow payments via their website. We are also registered on bill.com, which is a site you can use to transmit funds to us in lieu of a wire transfer (which typically has to be done in person at a banking branch). Contact our office if you need any help!

Although we’re not open to the public, faxes are still arriving at our offices and being handled. For many years we’ve received our faxes through an electronic relay to our administrative team. Additionally, our staff is able send faxes via their own computers even though they’re working from home. Fax technology shouldn’t skip a beat during this crisis.

Unfortunately, notarization is one thing that will suffer across the country as an effect of social distancing. Notarial acts are an in-person tradition meant to verify identities, and it’s just something we can’t do at this time. Remote notary services have popped up around the country but the process is new, and quite clunky (requires video recording of the act, perpetual storage of the video, etc.). Contact one of your local banks where notaries are typically available, or reach out to the company or municipality who is asking for you to have your document notarized and seek alternatives.

Mason & Mason is not conducting trips to the registry at this time for its customers, and the Registry has made significant adjustments to its procedures and deadlines as a result of the COVID-19 crisis. Visit https://www.mass.gov/orgs/massachusetts-registry-of-motor-vehicles for more information and to learn how changes impact your needs.

We use eSignature software solution called DocuSign, which allows you to execute signatures quickly and easily from your desktop, tablet or mobile device. Our staff will work with you to ensure your signatures are executed despite the lack of an in-person option.

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About Mason & Mason's Response and Operations During the Outbreak

We hope this note finds you and your family healthy and safe. With each passing day, the situation regarding the Coronavirus (COVID-19) outbreak continues to evolve; and we continue to learn more about its spread and impact. The health and safety of our communities, including our staff and clients, is our top priority. It’s with that in mind that we’re sharing the actions we’re taking to do our part in mitigating the spread of the virus.

WE’RE OPEN FOR BUSINESS

We’ve spent years digitizing our agency and keeping pace with technology, and we’re pleased to say that 100% of our staff are equipped and able to work remotely in response to emergencies such as this. To do our part, and to promote social distancing strategies recommended by the CDC, we have made the decision to close both our Whitman, MA and North Conway, NH locations to the public. The vast majority of our employees will work from home with full access to their systems and office phones. We have a small number of staff members on hand at both locations. There will be a way for clients to leave documents in our entryway if they wish to do so, and those documents will be picked up at intervals during office hours. We’re proud to say that Mason & Mason is operating with minimal business interruption and will continue to do so to the best of our ability.

VIRTUAL COLLABORATION

In keeping with recommendations from the CDC to practice social distancing to help contain the virus, we have also asked our employees to:

-Conduct all meetings via phone, video conferencing and other virtual engagement tools

-Avoid attendance at any events that bring together large groups

-Limit all non-essential business travel

We are committed to closely and continually monitoring developments and are prepared to act quickly to take additional safety precautions as needed, or as requested by our local, state and federal governments. Should this be necessary, we’ll post information here and do all that we can to share those updates on our social media pages.

STAY HEALTHY AND WELL

We thank you for your understanding and your continued business. As always, we appreciate the trust you’ve placed in us to handle your insurance needs.