Disaster Recovery

24/7 Disaster Response

If disaster or a major loss occurs to your credit union, an authorized credit union representative should contact CUNA Mutual Group using our disaster phone line: 800.637.2676 or 608.444.5357. This line is available 24 hours a day, 365 days a year.

The caller will need to identify:

  • The nature of the loss/event
  • Any special needs the credit union has
  • The central or main contact for the credit union
  • The best way to reach the credit union’s main contact

Based on this contact, we will work together to determine how to best assist your credit union. If necessary that will include getting independent adjusters, as well as CUNA Mutual Group staff, on site as quickly as possible.

Current Catastrophe Declarations and Bulletins

In the aftermath of a catastrophic event, state insurance departments may issue directives to insurance companies that impact your policy. Below are links to active declarations and bulletins and summaries of CUNA Mutual Group’s response where relevant.

According to a press release issued by the Governor’s office on October 14, 2018, and under the authority of Executive Order 18-276(Opens in a new window) which is dated October 8, 2018: Governor Scott directed Insurance Commissioner Altmaier to take the following action to provide additional protections for Florida policyholders in the impacted area:

  • Provide an additional 90 days to policyholders to supply required information to their insurance company. Many Floridians were displaced during this dangerous storm, and providing additional time to submit information to insurance companies gives them needed flexibility.
  • Require all non-renewals or cancellations issued to policyholders in the days leading up to Hurricane Michael be rescinded for 90 days. This gives policyholders 90 days to either renew their insurance policy, or find a new policy; and
  • Freeze any and all efforts to increase rates on policyholders for 90 days. Due to the devastating effects of Hurricane Michael, Floridians should be focused on getting back to their normal lives without their insurance premiums being increased.

In response to this Executive Order, CUNA Mutual Group advised all appropriate business areas of the Order, the actions requested of insurance companies doing business in Florida, and asked for all such business areas to comply with the Order's request.

Georgia Directive 18-EX-1 is dated October 10, 2018 and relates to preparation for a large volume of claims due to Hurricane Michael. Insurers are directed to continue to promptly identify, evaluate, and resolve each claim in compliance with the Georgia Unfair Claims Settlement Practices Act. Policyholders should continue to receive the timely service that they expect and should not experience delays in receiving the benefits that they deserve based on the volume of claims filed with a particular insurer.

Georgia Directive 18-EX-2 is dated October 10, 2018 and encourages insurers to provide relief to policyholders, including exercising leniency where premium payments may appear tardy due to the disruption of services because of Hurricane Michael. Insurers processing lawful cancellation or nonrenewal notices are also encouraged to ensure that policyholders impacted by adverse underwriting decisions have sufficient time to address their insurance needs.

In response to these Bulletins, CUNA Mutual Group advised all appropriate business areas of the Bulletins, the actions requested of insurance companies doing business in Georgia, and asked for all such business areas to comply with the Bulletin's requests.

Massachusetts Bulletin 2018-05 is dated September 25, 2018. The Department of Insurance (DOI) informs property casualty insurers about emergency procedures related to the damages arising from the gas line explosions and fires occurring on September 13, 2018, in Andover, North Andover, and Lawrence, Massachusetts.

The DOI will closely monitor the recovery and insurance claims process related to these events. The DOI briefly discusses a number topics to help affected policyholders and to expedite claims and other procedures:

  • Claims Handling- Investigation, documentation of denials, extension of deadlines to claimants, expedited claim processing procedures, and simplified claim reporting forms.
  • Premium and Vacancy Provisions- Temporary suspension of premium payments and suspension of vacancy provisions for those temporarily displaced, collection of premiums and payment plans, financial review requirements.
  • Underwriting- Unreasonable re-rating, cancellation, non-renewal of insurance or refusal of coverage; unreasonable change to policyholders' rating classifications or increase to their insurance rates.

In response to this Bulletin(Opens in a new window), CUNA Mutual Group advised all appropriate business areas of the Bulletin, the actions requested of insurance companies doing business in Massachusetts, and asked for all such business areas to comply with the Bulletin's requests.

The Governor of North Carolina has issued Executive Order No. 63 on September 24, 2018, waiving application of the statutes requiring a vehicle owner’s notarized signature in order to transfer title of Hurricane-damaged vehicles. This Order applies to the counties where there has been FEMA declaration. The FEMA counties are: Beaufort, Bladen, Brunswick, Carteret, Columbus, Craven, Cumberland, Duplin, Harnett, Jones, Hoke, Hyde, Johnston, Jones, Lee, Lenoir, Moore, New Hanover, Onslow, Pamlico, Pender, Pitt, Richmond, Robeson, Sampson, Scotland, Wayne and Wilson. An insurer must produce documentation or other evidence to Department of Motor Vehicle (DMV) personnel sufficient to establish the following:
1. The salvage vehicle is registered in North Carolina;
2. The salvage vehicle is or was owned by an individual who resides in a FEMA county or owns a residence in a FEMA county;
3. A total loss claim was paid to the owner; and
4. The loss claim was paid solely because the salvage vehicle was damaged and rendered flood salvage by weather events associated with the Hurricane.

Documentation required for a salvage vehicle owner and used car dealer is also set forth in the Order. Certificates of title and registration cards for vehicles transferred pursuant to this Order will be branded consistent with N.C. Gen. Stat §§§ 20-85(2), (4)-(6), (10). The DMV is to suspend the collection of salvage title fees in certain cases and requirements under NC Gen Stat. s 20-109.1(c) and 19A N.C. Admin. Code 3C.0220(b) that when a salvage vehicle owner wishes to keep the vehicle, the owner's signature or the signature of an individual possessing that owner's power of attorney must be notarized on an insurer-provided salvage form.

This Order is effective September 24, 2018 and remains in effect for 90 days which is December 23, 2018.

In response to this Bulletin, CUNA Mutual Group advised all appropriate business areas of the Bulletin, the actions requested of insurance companies doing business in North Carolina, and asked for all such business areas to comply with the Bulletin's requests.

The Insurance Commissioner has issued an order that activated the state of disaster automatic stay of proof of loss requirements, and premium and debt deferrals as authorized under the provisions of NCGS 58-2-46. This bulletin applies to all insurance companies and includes a service corporation, HMO, MEWA, surplus lines insurer, the underwriting associations. NCGS 58-2-46 provides the specifics pertaining to extensions, deferrals, and other extra requirements. All entities that are subject to North Carolina’s External Review Law, NCGS 58-50 Part 4, shall allow consumers, whose requests may have been impacted by the disaster, additional time for their requests to be received and reviewed. Additionally, for cases that have been accepted and additional information is being submitted, the timeframes for receiving this information will also be extended.

Order for State of Disaster Automatic Stay of Proof Of Loss and Premium and Debt Deferrals (attached) issued by the Commissioner of Insurance incorporates by reference the requirements of NCGC 58-2-46 which provides:

  1. application of any provision requiring an insured to file a proof of loss within a certain period of time after the occurrence of the loss is stayed for the time period not exceeding the earlier of (i) the expiration of the disaster proclamation or declaration and all renewals of the proclamation or (ii) the expiration of the Commissioner's order declaring this section effective.
  2. All insurance companies, premium finance companies, collection agencies, and other persons subject to this Chapter shall give their customers who reside within the geographic area designated in the proclamation or declaration the option of deferring premium or debt payments that are due during the earlier of (i) [the time period covered by the proclamation or declaration or (ii)] the time period prior to the expiration of the Commissioner's order. Insurance company includes surplus lines for this requirement. This shall be measured from 30 days from the last day the premium or debt payment could have been made.
  3. The same deferral in (2) shall apply to any statute, rule, or other policy or contract provision that imposes a time limit on an insurer, insured, claimant, or customer to perform any act during the time period covered by the proclamation or declaration, including the transmittal of information, with respect to insurance policies or contracts, premium finance agreements, or debt instruments when the insurer, insured, claimant, or customer resides or is located in the geographic area designated in the proclamation or declaration.
  4. The same deferral period shall apply to any time limitations imposed on insurers under the terms of a policy or contract or provisions of law related to individuals who reside within the geographic area designated in the proclamation or declaration. The Order will expire 90 days from the date of issuance (September 17, 2018) of this Order which is December 16, 2018.

    In response to this Bulletin, CUNA Mutual Group advised all appropriate business areas of the Bulletin, the actions requested of insurance companies doing business in North Carolina, and asked for all such business areas to comply with the Bulletin's requests.

    South Carolina Emergency Insurance Regulation 69-79 became effective September 14, 2018. The emergency regulation establishes a moratorium on policy cancellations due to the nonpayment of premiums, certain nonrenewals, and extensions on insurance-related provisions affecting insureds impacted by Hurricane Florence. This emergency requires that all persons licensed by the state or otherwise authorized to conduct the business of insurance take necessary action to execute and satisfy the requirements of Emergency Insurance Regulation 69-79.

    Insurance lines covered under the regulation are: flood insurance (not issued pursuant to the National Flood Insurance Program), property insurance, automobile insurance, liability insurance, casualty insurance, fidelity and surety insurance, title insurance, fire and extended coverage insurance, life insurance, accident and health insurance, credit life insurance, credit property insurance, annuities, health maintenance organizations (HMOs), excess and surplus lines insurance, reciprocal insurance and stop loss insurance. It does not include workers' compensation insurance.

    The following items relating to insurance are addressed in Exhibit 2:

    • 60-Day Moratorium on Cancellations Due to Nonpayment of Premium and on Nonrenewals
    • Exceptions to Contract Requirements or Underwriting Decisions for Insureds Directly Impacted by the Disaster Event
    • Cancellation and Nonrenewal
    • Policy Cancellation Permissible Upon Request
    • Copy of Insurance Contract to be Provided at No Cost to Impacted Insureds
    • Adjustment and Settlement of Claims
    • Method of Payment for Claims
    • Premium Offset
    • Prescription Refills (we do not cover prescription drugs)
    • Cancellation for Fraud or Material Representation
    • Insured's Obligation to Provide Information and Cooperation
    • Waiver of Certain Interest, Penalties, Fees and Other Charges
    • Intent and Construction
    • Sanctions for Violations
    • Rate, Rule, and Form Filing Deemer Dates

    For specifics, please refer to Exhibit 2 in the regulation. As reference above, this regulation is effective September 14, 2018 and shall continue for 120 days, which is January 12, 2019, unless otherwise extended or terminated by the Director of Insurance.

    In response to this Bulletin, CUNA Mutual Group advised all appropriate business areas of the Bulletin, the actions requested of insurance companies doing business in South Carolina, and asked for all such business areas to comply with the Bulletin's requests.

    In an effort to assist victims of the current wildfires in California, Insurance Commissioner Dave Jones is calling on all property insurance companies to implement emergency expedited claims and billing grace periods to help residents and businesses begin their recovery more quickly.

    • Additional Living Expenses (ALE): Insurers should adopt a standard ALE advance payment of at least 4 months for a total loss, upon request. Additional ALE should be available upon proper proof following the advance period, upon request. Current law imposes no requirement for advance payment of ALE. This practice would recognize the reality that following a total loss in a wildfire disaster, consumers need support immediately.
    • Personal Property (Contents): Insurers should provide a standard contents advance payment of at least 25% of policy limits for a total loss of the primary residence in a wildfire disaster. Additional contents payments should be available upon proper proof and upon request.
    • Vehicle Claims: Upon satisfaction of proof of claim, insurance companies should expedite payment of automobile property damage claims under comprehensive loss coverage. The Department of Insurance is not specifying precisely how much these claims should be expedited.
    • Billing: All insurers should grant billing leniency for at least 30 days for customers in designate wildfire disaster areas. Whenever there is widespread wildfire loss, some victims lose their insurance renewal notices or may not have the ability to have mail forwarded. This can result in victims losing their insurance coverage for nonpayment of premium. Many insurers already voluntarily grant payment leniency for wildfire victims. This is not limited to homeowners insurance. A renewal bill for auto insurance, health insurance, or life insurance is as likely to be destroyed as is a bill for homeowners insurance.
    • Debris Removal: Insurers should cooperate with an expedited debris removal process coordinated through city, county and state agencies, with master debris removal vendor contracts unless the insurer can provide more rapid debris removal outside of the state and local government coordinated effort. Insureds and insurers would not be obligated for more than the reasonable expenses for debris removal. Insurers would assist their insureds in providing policy and payment information to the responsible county in order for the county to fulfill its due diligence requirements. Insurers would not be required to provide any information to the county that would be in conflict with its obligation to protect their insured’s personal information without express permission of their insureds.
    • Inventory Forms: Insurers should agree to accept home inventory software (or paper alternative) currently available to the public by IINC or the CDI (or other reasonable forms), without a requirement of using company-specific inventory forms. Insurers would not be required to waive their rights to seek additional information upon receipt of an inventory form from an insured.
    • Inventory Itemization: Insurers should agree to accept reduced itemization of contents in wildfire total losses. In some cases it is appropriate for inventories to allow grouping of categories of personal property, such as allowing a listing of "100 DVDs" instead of requiring a list of specific titles.

    In response to this Bulletin, CUNA Mutual Group advised all appropriate business areas of the Bulletin, the actions requested of insurance companies doing business in California, and asked for all such business areas to comply with the Bulletin's requests.

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    CUNA Mutual Group is the marketing name for CUNA Mutual Holding Company, a mutual insurance holding company, its subsidiaries and affiliates. Insurance products offered to financial institutions and their affiliates are underwritten by CUMIS Insurance Society, Inc. or CUMIS Specialty Insurance Company, members of the CUNA Mutual Group. Some coverages may not be available in all states. If a coverage is not available from one of our member companies, CUNA Mutual Insurance Agency, Inc., our insurance producer affiliate, may assist us in placing coverage with other insurance carriers in order to serve our customers' needs. CUMIS Specialty Insurance Company, our excess and surplus lines carrier, underwrites coverages that are not available in the admitted market.