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Welcome to the Phenix Mutual Virtual Insurance Office
NH, RI, and SC commercial business cannot be accessed through this system.
Save our new, single Customer Service phone number.
Encova Insurance remains committed to providing smart technology solutions. We heard your feedback in regard to not knowing which phone number to call, and we made it easier for you.
Effective today, you, your policyholders and your claimants can call 844-362-6821 for all of your Encova Customer Service needs.
If you accidentally call one of our previous numbers (or if you reference an outdated marketing material, form or document), our old Customer Service phone numbers still operate and will direct you to the proper channel.
Please share this helpful information with your policyholders.
Contact Customer Service with questions at 844-362-6821. Thank you for your continued partnership.
Note: The Encova Life Customer Service phone number, 888-876-6542, and Encova Life Sales phone number, 800-876-9678, remain the same.
Update records to @encova.com email addresses by Dec. 31
Since we united as one company, we have continued to streamline our brand properties to Encova insurance. Effective Jan. 1, 2021, all Encova associates will exclusively use their @encova.com email address. We are retiring all @motoristsgroup.com, @brickstreet.com and affiliate email addresses on Dec. 31; they will no longer send, receive or forward messages. Please update your records to reflect @encova.com for all further email communication with Encova associates.
Below is an update from president and CEO TJ Obrokta Jr.
Mutual holding company formation
Not quite a year ago, we rebranded our group of companies to Encova Insurance. This was the most recent step in our multi-year plan to truly become one company.
Today, we want to announce our next step: our intention to reorganize our six affiliated mutual insurance companies, as well as our stock companies owned by these mutuals, into a mutual insurance holding company structure. This will not change the coverage and service we provide to our agents, policyholders and the communities we serve. In addition, our brand, management team, profit center model, culture and strategic initiatives will remain unchanged.
Fundamentally, this new structure will allow us to streamline our governance process and consolidate the functions performed by all of our boards of directors into a single board. Our Motorists Mutual board of directors will become our Encova board of directors to provide direction and oversight to the entire group under the leadership of Greg Burton, our executive chairman.
This structure will also offer greater opportunity for growth, organizational flexibility and financial stability while preserving the benefits of mutuality that sit at the policyholder level. The names of our underwriting companies will not change. However, the policyholders who make up these companies will have their ownership interest transferred up to the mutual holding company. Accordingly, Encova remains a mutual company.
We will keep you informed and part of this process as we will need regulatory and policyholder approval. Our goal is for this new structure to take effect in January 2021.
I hope you agree that this transformation will better reflect the direction we are headed as a company. It will help propel us to make further advances and secure the long-term success of Encova Insurance.
Thank you for your continued partnership.
Follow our COVID-19-related communication and rousources
As developments surrounding the coronavirus continue to emerge, our focus remains on you. We are upholding our promise of being there for you when you need us most, and we want to provide you with information and resources to help keep you informed during these uncertain times. Follow this page for current COVID-19-related communications from Encova and more.
Support for policyholders affected by COVID-19
As we continue to monitor and make decisions based on the most current information from the Centers for Disease Control and Prevention, the departments of health in our respective states, as well as the governors in each of these states, we know there are policyholders who have been financially impacted by the many changes due to COVID-19.
Effective immediately, we are suspending cancellations of policies due to non-payment of premium for those directly impacted by the circumstances surrounding COVID-19. This suspension will go through May 1, unless state-specific mandates require a different date. This is not a waiver of payments due during the suspension period, but an extension or grace period for premium payments for those directly impacted by the circumstances surrounding COVID-19.
Additional details per line of business:
Motorists Life policies
Policyholders will continue to receive invoices, and any outstanding amounts due will be included. If policyholders are set up on an automated payment plan, their payment will continue to process as normal.
Commercial lines policies
Policyholders will continue to receive invoices, and any outstanding amounts due will be included. If policyholders are set up on an automated payment plan, their payment will continue to process as normal.
Please note that Motorists Mutual commercial policyholders that have not yet converted to Motorists Insurance will receive a non-cancellation or late pay notice, but their policy will not be canceled during this timeframe.
Workers’ compensation policies
Policyholders will continue to receive invoices, and any outstanding amounts due will be included. If policyholders are set up on an automated payment plan, their payment will continue to process as normal unless we’re contacted.
If payrolls need to be reduced as a result of circumstances surrounding COVID-19, please call your underwriter and we will work with you to adjust payrolls as appropriate.
Personal lines policies
Policyholders directly impacted who have policies that are canceled for non-payment of premium during this timeframe will be reinstated without a lapse in coverage.
If any of your policyholders who are financially impacted by COVID-19 are having difficulty making an insurance premium payment, please call us directly:
- For Motorists Life policies, call 888-876-6542
- For commercial lines or personal lines policies underwritten by any of our companies, call 800-876-6642
- For workers' compensation policies, call 866-452-7425
We are prepared to work with these policyholders to meet their needs. During a time when peace of mind may be slim, we want to help ensure at least one burden is relieved. Our team will work with you and your policyholders to discuss financial options.
Our thoughts continue to be with you, your policyholders and the communities we serve, and we hope you are safe and healthy. We appreciate your patience and support, and we will continue to do whatever we can to be your trusted partner during these unprecedented times.
Contact your agency manager if you have questions.
A message from our CEO: Following and preparing for COVID-19
At Encova Insurance, we are continuing to monitor the developments of the coronavirus (COVID-19) and are taking measures to ensure the service provided to our agents and policyholders remains at the high level they've come to expect. While COVID-19 has not impacted our business operations, on Friday, March 13, many of our associates will work from home to validate our remote and virtual capabilities to achieve “social distancing” as recommended by the Centers for Disease Control.
While we are not aware of any confirmed cases in the immediate areas surrounding our five offices, we are continually evaluating our business continuity plans. We have limited travel to business-essential only inside the United States and have canceled agent training sessions and meetings when appropriate. Associates who participate in our health plan will not have a co-pay for telemedicine visits for any reason, and we’re waiving the co-pay fee for all diagnostic testing related to COVID-19 for those associates. Our senior leadership team continues to communicate with our associates, and we are monitoring the situation closely in regard to potential next steps.
Our business continuity plans are continually reviewed with information from the CDC in mind. We do not anticipate any service interruptions, and we are committed to continuing to provide you with excellent support.
Best,
Thomas J. (TJ) Obrokta Jr.
President and CEO
Retiring former local commercial and personal lines claims phone numbers March 1
On Sunday, March 1, we will retire all former local phone numbers for commercial and personal lines claims. Please use the below phone numbers when trying to reach our Claims department.
Agents only: 866-542-9405
Agents and policyholders: 800-876-8766
Guidewire Claim Center FNOL: 866-637-8686
FNOL fax: 800-365-2562
Claims fax: 866-790-6431
Guidewire Claim Center fax: 866-907-6670
All policyholders recently received a letter announcing we are now Encova Insurance. To view the letter, click here.
As we transition our materials to Encova, we will continue to use envelopes from each policyholder's current underwriting company for the next several months to ensure they do not accidentally throw away important information specific to their policies.
If you have questions about how to share our new brand with policyholders, please contact your district sales manager, regional production underwriter or business development manager.
