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COMMITMENT | 18.03.2021

MAPFRE USA quickly mobilized to ensure safety and ease financial burdens for customers

Marta Villalba

Caitlin Creamer

Corporate Communications Specialist at MAPFRE Insurance

Marta Villalba

Jennifer O’Meara

Corporate Marketing Communications Specialist Sr at MAPFRE Insurance

The COVID-19 pandemic has affected the world in ways never thought possible. In the United States, much of the country shut down mid-March 2020. One year later, it is still reeling from the impact the virus has had on our lives. Currently, virus trends are improving largely due to the rising level of immunity. The U.S. has administered over 100 million doses of the COVID-19 vaccine, and continues to do so at a rate of approximately two million Americans per day.

MAPFRE USA quickly mobilized to ensure the safety of employees, and by March 17, 98% of its workforce was working from home. During this time, they were able to deliver the same level of quality service to our customers, agents, vendors and partners, as we all navigated the new challenges of our rapidly changing world.

For customers, a number of initiatives were implemented to ease financial burdens caused by the pandemic. Flexible payment options were provided to policyholders on an individual basis. Extended coverage at no cost was offered to those customers who had jobs that required them to use their vehicle for deliveries during the crisis. The company also broadened the number of days for rental car coverages and reached out to policyholders with information about self-service tools available on the MAPFRE Insurance website or via phone. Finally, 15% of premium for specific months was returned to personal policyholders through the MAPRE Staying Home Refund.

MAPFRE USA provided resources and best practices to help independent agents navigate their business in a new environment, including tips on how to maintain contact with customers through social media, and sharing information on MAPFRE Insurance’s self-service payment and claims options.

The MAPFRE Insurance Service Center (ISC) served as a resource to help participating agents maintain sales growth and increase retention. With recreational activities at a halt due to various state of emergency orders, many prospective customers were engaging with online shopping for new policies. To help agents take advantage of the new business opportunities, it enhanced its white label online quoting experience and SEO/SEM efforts to help maximize prospect to customer conversion for our agents. The company also launched enhanced Find an Agent locator pages in Massachusetts.

The pandemic has not slowed their digital transformation, which includes new applications for agents and customers. For agents, a new Claims, Billing and Policy Issuance Guidewire System with AgencyPortal® was integrated. For customers, it introduced a new Consumer Portal on MAPFREInsurance.com. These new applications increase ease of doing business with fewer data entry requirements and improve user experience with features such as real-time processing and self-service payment options.

MAPFRE Insurance employees continued their dedicated efforts to support local communities through a number of different programs. They are especially proud that their Together We Give Food Bank program raised $90,000 in employee donations and a company match for food banks across the United States. Additionally, MAPFRE employees participated in virtual volunteering programs including the eBuddies Virtual Pen Pal Program; Virtual Job Prep Assistance supporting the Bottom Line organization; the Career Village Career Questions for underrepresented youth; and sharing college experiences with One Goal fellows.

MAPFRE Insurance is proud of all it has accomplished despite the challenging circumstances of the past year, and is committed to ensuring each customer, employee, agent and partner continue to feel supported and appreciated through the pandemic and beyond.