Information Security Event - General Questions

Why are ERIE’s systems down?
On Saturday, June 7, Erie Insurance’s Information Security team identified unusual network activity. They took immediate action to respond to the situation to safeguard systems and data. More detail is available from the Newsroom on the Erie Insurance website.

When will ERIE’s systems be back up? 
The investigation into this event is ongoing. At this time, we don’t have an exact estimate.

Has my personal information been compromised?
ERIE is working with law enforcement and are conducting a comprehensive forensic analysis with the assistance of leading cybersecurity experts to gain a full understanding of this event. They continue to take protective action for the security of its systems and the investigation into this event is ongoing.

I received a phone call/email from someone claiming to be from Erie Insurance asking me to pay my bill/share information/some other action.
During this outage, ERIE will not call or email customers to request payments or other information. Do not click on any links from unknown sources or provide your personal information by phone or email.

Billing, Payments and Coverage

Am I still covered? Do I need to find a different carrier for my coverage?
Please rest assured that you are still protected by Erie Insurance. ERIE is a highly reputable, trusted and longstanding insurance provider and we have full confidence that this issue will be resolved fully and as quickly as possible.

Will my policy be cancelled due to a payment not processing during the network outage?
P&C: Electronic Funds Transfer (EFT) payments for P&C policies will not be withdrawn from Customer accounts during the outage. Further guidance will be shared once the network outage is resolved. 
Life: Electronic Funds Transfer (EFT) payments for Erie Family Life policies are being withdrawn from Customer accounts during the outage.

Will my Electronic Funds Transfer (EFT) payment be withdrawn?
P&C: Policies will not be cancelled due to the EFT payment not processing or mailed checks not being processed during the network outage.
Life: Erie Family Life has extended its payment grace period to 30 days during the outage, knowing that payments other than EFT may be delayed.

First Notice of Loss (FNOL) & Claims

I need to file a claim.
If you need to file a claim, our First Notice of Loss team will be contacted They will assist us with filing the claim. We will listen in together.

Background: ERIE is centralizing loss reporting for consistency, triage, and claim assignment to improve service. Effective immediately, when Agents receive a call from their Policyholder alerting them of a claim, they should add Home Office FNOL to the Policyholder call so that the Home Office First Notice of Loss (FNOL) can take over recording the loss report while the Agent continues to listen in.

ERIE’s First Notice of Loss (FNOL) is open 7 days from 8:00 a.m. - 11:00 p.m. to take loss reports, answer general questions on how to fill out a loss report, and help with Insured rental reservations. FNOL can be contacted at 1-800-367-3743. Please note that FNOL is not able to verify coverage for the loss at this time.

Exception: Agents with check writing authority are permitted to take the loss report and settle the claim on their own. All loss reports taken by Agents should be sent to the branch office by contacting your local branch claims office. Please include accompanying copies of checks and supporting documentation such as photos, invoices, dec page with policy number, etc. with the loss report.

I need a rental car.
We will call Enterprise Rental Car to make the reservation for you. We will provide an update regarding the reservation as soon as possible.

Background: Enterprise Rental Car has established a dedicated toll-free line to assist ERIE Agents and Employees in making rental car reservations for ERIE Customers. They can be reached at 1-844-959-1538. You will be asked to provide your main agency number and policy number, if available. Enterprise is available Monday - Friday from 7:00 a.m. - 7:00 p.m. EST.)

I am looking for an update on an existing claim.
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.

I need a temporary auto ID card.
Customer Care Employees can verbally provide coverage verification over the phone with an auto dealership, after authentication, if the insured is at the dealership in person. They can be contacted at 1-800-458-0811. 8 a.m. – 7 p.m. EST (Monday-Friday) and 9:00 a.m. - 4:30 p.m. (Saturday).

Please note: CCO is unable to send auto ID cards at this time.

Erie Family Life & Life Customer Care Operations (LCCO):
Is Life Customer Care Operations (LCCO) open?
Life Customer Care Operations (LCCO) is open from 8 a.m. – 4 p.m. EST to assist with some Erie Family Life Agent and Customer inquiries. They can be contacted at 1-800-458-0811.

Can EFL claims be submitted?
The EFL Claims team is available from 8:00 a.m. - 4:00 p.m. to take claims at 1-800-458-0811, ext. 4340.

Can EFL documents be sent to NTT at this time?
Documents can be faxed to NTT at 1-866-567-1219.