Here is the latest update regarding Erie Insurance as of Wednesday, July 2:
As many of you may be aware, Erie Insurance Company recently experienced a network outage that lasted three weeks. The good news is that Erie’s systems are up and running and both Erie as well as HRI are catching up on processing that could not occur during the outage.
We want to make sure you are aware of a potential change if you are signed up for regular automatic bank withdrawals (debits). If you are currently enrolled in this service, please review the details below carefully to ensure there are no surprises in your bank withdrawals.
What You Need to Know:
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Missed Debits: Erie has been unable to process automatic premium payments between June 7 and July 6, due to the outage.
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Upcoming Withdrawal: Beginning on July 7, any missed payments from June will be included in the July debit. This means your withdrawal may be double or more than your usual amount.
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Debit Notices: We are advised that Erie began mailing Debit Withdrawal Notices on June 22 to inform customers of the change in their upcoming debit and the amount. These letters are being sent approximately 12–15 days before the scheduled debit. Please make sure you read the letter and know the date and amount of the upcoming automatic withdrawal. Click here to view a sample of the letter for your information.
What You Can Do:
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If you pay by automatic bank draft, please be prepared for the July withdrawal to be larger than normal.
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If you would like to reduce the amount withdrawn in July, you can make an online payment ahead of time.
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Important: Payments must be made at least 10 days prior to the scheduled withdrawal to affect the amount withdrawn.
Please Note:
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No late fees will be charged due to this issue.
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Your policy will not be canceled solely because the debit was missed due to the 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. We encourage customers to follow best practices around personal security and notify their financial institutions of any unusual activity.
For more information, please visit www.ERIEInsurance.com and navigate to the Newsroom section.
If you have any questions or need assistance, don’t hesitate to reach out at (703) 435-3500 or insure@hriassociates.com. Our office hours are Monday–Thursday, 9:00 AM – 5:00 PM, and Fridays 9:00 AM – 4:00 PM during the summer. Phones are monitored 24/7 for emergencies. In observance of Independence Day, our office will close early on Thursday, July 3 at 3:00 PM and will be closed all day on Friday, July 4.
We truly appreciate your patience and understanding during this time.
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Erie Insurance Information Security Incident (Update: June 27)
We are making consistent progress toward resuming normal operations and have safely and securely reconnected key business systems and applications, including online account access for customers.
Currently, there is no evidence of ransomware and no indication of ongoing threat actor activity. We are working diligently to identify what, if any, data may have been affected during this incident. Our investigation is ongoing, and we will continue to provide updates as we have more information.
While the proactive and protective outages we initiated on June 7 disrupted and helped contain the threat, we also recognize those actions caused other operational challenges. Our recovery process—supported by some of the nation’s leading cybersecurity experts and guided by our values and founding principles—is intentional, phased and prioritized to ensure we continue to do the right thing and put service above all else.
As we continue investigating this incident and restoring full system functionality, our local agents, claims, and customer care teams continue to support our customers.
We appreciate your support and understanding and will continue to provide updates as we have more information.
Policy Changes
Call our office to report a policy change. Our team is logging all requests and will process them as soon as Erie’s systems are back up and running.
Billing
Customers are now able to make one-time payments using “Pay my bill” or “Make a Payment” feature on erieinsurance.com (agents are also able to do this.) During this outage, Erie Insurance will not call or email customers to request payments or other information. Do not click any links from unknown sources or provide your personal information by phone or email. We encourage customers to follow best practices around personal security and notify their financial institutions of any unusual activity. Rest assured, we’re here to help you through this.
Keeping You Informed
We are in constant communication with Erie Insurance and will keep you updated with any information they share regarding the network outage. Our goal is to ensure you are well-informed and confident in the steps being taken to resolve the situation. Please also check Erie’s website for the latest updates: https://www.erieinsurance.com/support-center/notice.
Reach Out Anytime
Please do not hesitate to call us with any concerns. Our dedicated team is here to assist you, and we are committed to ensuring your experience remains as seamless as possible despite the current challenges.
FREQUENTLY ASKED QUESTIONS
Q: When will EFT payments for Personal & Commercial policies be withdrawn?
Any unpaid installments will be included with the Insured’s next debit, and the amount due will be reflected on the debit withdrawal notice. Once systems are restored, a manual payment can be made to reduce the amount owed.
Q: Will P&C policies be cancelled for missed payments during the outage?
Policies will not be cancelled due to the EFT payment not processing or mailed checks not being processed during the network outage
Q: Will Electronic Funds Transfer (EFT) payments for Erie Family Life policies be withdrawn during the outage?
Electronic Funds Transfer (EFT) payments for Erie Family Life policies are being withdrawn from Customer accounts during the outage.
Q: Has Erie Family Life extended its grace period during the network outage?
Erie Family Life has extended its payment grace period to 30 days during the outage, knowing that payments other than EFT may be delayed.
Q: Is Customer Care Operations open?
A: Yes, Erie Insurance Customer Care Operations is open Monday through Friday, 8 a.m.-7 p.m., and Saturday, 9 a.m.-4:30 p.m. EST, and can be reached by calling 1 (800) 458-0811 (please advised there may be longer than usual wait times.)
You can also call our office Monday-Thursday 9am-5pm and Friday 9am-4pm (summer only.)
Q: Can I still submit a claim during this time?
A: Call our office as soon as possible—we’ll guide you through every step.
Please note, as mentioned above, no Electronic Fund Transfers have come out since June 7. Once their systems come back online Erie will begin drafting your payments again. Your protection is our mission, and that doesn’t change when technology faces a hiccup. We appreciate your patience and understanding. We look forward to continuing to serve you with the highest level of care and dedication. Call our office at 703-435-3500 with any questions you may have
