Starting July 6, 2021, we will welcome all associates back to the building in phases, with everyone back in the office by the end of July. We plan to have a hybrid approach between in-office and remote work, giving our associates the flexibility to work remotely a couple of days a week as they choose. No matter where our associates are working from, we are here to serve you.

As the COVID-19 situation continues to evolve by the day, we know it is on your mind, whether from a personal or professional perspective – or likely both – just as it is for us. During this time, know that we are here to support you and our policyholders. Our business – and that of our industry – is focused on protecting others, and our approach to the COVID-19 outbreak is no different. In addition to having our associates work remotely to keep them and their families safe and to do our part to limit community spread of the virus, we are conducting all business with a focus on keeping everyone safe and delivering on our promises to our customers.

We continue to monitor the COVID-19 situation on a daily basis so we can best serve you and our policyholders. Our teams are monitoring CDC and Wisconsin Department of Health guidelines, and regulatory and legislative updates to adjust our response accordingly.

As we navigate this situation together, please see information about our COVID-19 response below. Thank you for your continued partnership, for your dedication to our policyholders, and for doing your part to keep our communities and country safe.


Frequently Asked Questions

We provided a special policyholder dividend calculated as 15% of April and May 2020 auto premium for eligible MILE-STONE policyholders as of April 20, 2020, subject to regulatory approval. You can view additional information and policyholder FAQs here.

  • Did this refund impact commissions?
    No, this Personal Lines auto dividend payment did not impact agent commissions or profit share calculations.
  • Did the refund apply to new business customers?
    Yes, the refund applies if the new business was in force as of April 20, 2020.
  • Who should agents reach out to with questions?
    If you have questions about the MILE-STONE auto dividend payment, please contact your SECURA sales manager.

Our Claims teams are working diligently from home and will continue to interact with you as you're used to. We are limiting in-person visits in accordance with guidelines but may still perform some visits to evaluate claims while keeping our associates and policyholders safe.

We evaluate every claim individually and thoroughly to determine whether there is coverage based on the policy language and coverage forms. We are committed to providing exceptional service, and it's our goal to provide prompt payment on claims where coverage exists.

We know there are questions about whether claims related to COVID-19 are covered, and we are following these principles, according to policy language:

  • Most property and business income insurance policies contain an exclusion for virus, which would result in no coverage for claims related to COVID-19.
  • For most claims of business interruption and civil authority, there needs to be physical damage to the property from a covered cause of loss for this coverage to apply. In addition, these claims are subject to the virus exclusion.

If you believe you have a claim, please report it to our Claims Department as soon as possible.

We can add business income coverage according to our standard underwriting criteria; however, this coverage generally does not apply to losses arising out of virus outbreak, including COVID-19.

If you have questions about coverage, please contact your SECURA underwriter or sales manager.

We understand the hardship created by the COVID-19 outbreak and know it may have a financial impact for some of our policyholders. To help, we extended payment accommodations through June 30, 2020.

As the deferral period ends, SECURA understands that some of our policyholders may still be experiencing some hardships. We will continue to work with each policyholder on a case-by-case basis for payment arrangements.

Invoices will continue to be mailed out according to each policyholder's bill plan. The billing team will assist with payment arrangements working within the policy term in consideration to not affect the renewal.

Please contact SECURA’s billing team at 1-800-558-3405 for assistance, or contact us here.

As we approach the removal of travel restrictions for both SECURA and our Risk Management Consultant’s localities, we remain aware there is still a possible threat of contracting and spreading COVID-19. Our Risk Management Consultants will follow specific guidelines both for their travel and how site visits will be coordinated.

For every visit, our Risk Management Consultants will:

  • Operate in compliance with both SECURA and governmental orders and guidance.
  • Operate in accordance with our policyholders directions about being at their location.
  • Operate in a manner that is most protective for themselves, policyholders, and the general public.
  • If the RMC has been fully vaccinated, they will no longer inquire if there has been a COVID exposure when making an appointment, nor wear the mask when visiting, unless the insured asks them to do so. If they haven’t, they will continue to ask, as well as wear their mask the entire time they are with the insured/agent, even if they say the RMC can go without it. Note: If there has been exposure, the Risk Management Consultant will schedule a phone survey and not attempt to make a physical visit for at least 90 days.

Additionally, the following guidelines apply:

All visits are subject to the Risk Management Consultants level of comfort with the risk. This may include cancelling the visit “on the spot” if they feel conditions at the location may place them in danger. Both the agent and underwriter will be notified of the reason for the cancellation and a phone survey will be scheduled.

A policyholder may also decline an in-person visit. Each Risk Management Consultant will honor this request and will conduct a phone survey instead.

Agent notification. Agents will continue to be notified of a scheduled visit with their policyholder, but will be asked not to attend the visit to limit exposure.

Restaurant guidelines. When dealing with restaurants, the two main areas of concern are hood/duct cleaning and suppression system inspections. The agent/policyholder will be asked to provide pictures of the service tags affixed to the hood and suppression system for verification purposes. Once the photos are in hand, the Risk Management Consultant will conduct a phone survey.

If your office is accepting visitors at this time, sales managers and underwriters can visit your agency using safety precautions, including wearing masks, taking their temperatures before visiting, and using hand sanitizer. If your offices are closed to visitors and you are still interested in meeting in person, sales managers and underwriters can set up off-site visits with you.

Our SECURA Academy trainers are offering in-person training at agency offices if they are open for visitors. On-demand SECURA Academy courses and webinars for CE are still available during this time.