What happened?
On Saturday, June 7, Erie Insurance’s Information Security team identified unusual network activity. Erie took immediate action to respond to the situation to safeguard their systems and data. More detail will be available on www.erieinsurance.com/newsroom.
What steps should I take during this outage?
ERIE Agents, Customers and Employees may receive emails or phone calls related to this outage from sources not affiliated with or authorized by ERIE. Do not click any links from unknown sources or provide your personal information by phone or email.
What are the next steps?
The investigation into this event is ongoing. Erie will continue to provide updates as they have more information.
Will Agents have access to ERIE Systems?
Currently, Agents do not have access to ERIE Systems.
Please reach out to the agency for any need. Hatoway Insurance Partners has procedures in place. We are documenting all customer interactions in our management system. This will allow us to efficiently address any needs once Erie provides us directions on how to interact with them during the disruption.
Will Electronic Funds Transfer (EFT) payments be withdrawn during the outage?
Electronic Funds Transfer (EFT) payments will not be withdrawn from Customer accounts during the outage. Further guidance will be shared once the network outage is resolved.
Will policies be cancelled for missed payments during the outage?
Policies will not be cancelled due to the EFT payment not processing. Additionally, Erie Family Life has extended its payment grace period to 30 days during the outage.
If you have pending payments due, we advise that you mail them to Erie. If you would like to bring them into the agency we will assist with payments. We are documenting any payments brought into the agency with time stamps in our agency management system and sending them to Erie.
Can Agents assist a Customer with initiating a loss report?
Agents have been equipped with documents to help start a claim. We can assist all clients with a claim. Erie will provide further guidance regarding next steps once network access is restored.
Are Claims Employees working on existing claims?
Claims Employees are working on existing claims to the best of their ability. Their claims notes will be entered into Erie Claims Center once the network issue is resolved.
Is ERIE Customer Care Operations open?
Customer Care Operations is open from 8 a.m. – 7 p.m. EST to assist with some Customer inquiries.
Is First Notice of Loss open during the outage?
Claims First Notice of Loss (FNOL) is available to take loss reports and establish rentals reservations. FNOL is not able to verify coverage for the loss at this time.
If you are not able to reach one of our Hatoway Insurance Partners offices to file a claim. Please contact Erie are 800-458-0811, Press 2.
A Note from Matthew Hatoway
Erie has been working around the clock to both mitigate any further issues and restore their systems. The system outage has created an inconvenience for everyone affiliated with Erie. Customers, Agents, Employees and Executives are all affected. This is a necessary situation to prevent any further security concerns.
Hatoway Insurance Partners have been updated daily on the situation and are in constant contact with Erie Representatives to ensure our clients’ protection.
It is our goal to make your experience during this security event as painless as possible. Communication is key. It is our goal to keep all of our Erie clientele well informed of the steps being taken by both Erie and Hatoway Insurance Partners. Our Agents and Account Managers are equipped with the knowledge necessary to guide you through this period. If you have questions or concerns, please reach out to your agent or me. Thank you so much for your trust in Hatoway Insurance Partners.
Matthew Hatoway
Owner/VP of Property and Casualty Sales
