To Our Valued Members
Hay Mutual is working diligently to better understand and respond to the unusual circumstances we all have been facing during these troubling and unprecedented times. Please know, we’re listening and striving to make the most informed decisions during this complex and evolving situation.
Our commitment will always be to you, as our members, and to ensuring we continue to provide our essential services in a flexible and responsive way.
We fully support the national directive to reduce the risk of spreading Covid-19, but we know that this has created uncertainty for our members and communities. Please see below for details about how we will continue to serve our policyholders going forward.
Our Building
Our building remains closed, but we remain fully operational. Our staff is equipped to work from home with full capability and capacity. Although, we will use digital means wherever possible, we remain safely able to process mail, issue cheques and print policies.
Non-Sufficient Funds (NSF)
We will be temporarily waiving NSF fees until further notice.
Payment Options
We will continue to work with you in an effort to find alternate arrangements for policyholders with financial circumstances impacted by Covid‐19 and who are experiencing difficulties with payment of premium. Contact our office or your agent to discuss some options.
Payment Methods include:
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- Call the office at 519-236-4381 with your policy number and credit card information
- Mail in a cheque with your invoice stub
- Deposit a cheque in our mail slot
- Set up a pre-authorized monthly payment plan with your agent
- Telephone or internet banking
- Submit online using your VISA or MASTERCARD visit: haymutual.on.ca
- Set up an Interac e-transfers
- Visit our website haymutual.on.cafor further payment information.
Reduction in Auto Premium
While the filed automobile rates haven’t changed, policyholders have the option to endorse their policy to recognize any change of use of their vehicle to reduce their premium amount (e.g. class of use, shortening commute distance, taking road coverage off vehicles).
Please note, when social distancing measures are lifted and policyholders go back to their normal patterns, these changes will have to be modified back to their previous state.
Vacancy and Unoccupied Businesses
The government of Ontario has ordered non-essential businesses to close for the duration of this State of Emergency. As long as the order to stay closed is in place, we will not consider the business location as vacant, unoccupied or shut down if:
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- it still contains enough insured property on the premises to conduct business (except removal of perishable stock).
- the business owner is visiting the premises a minimum of once every 7 days and is proactive in maintaining a level of care to the premises.
Claims
We have full confidence in our vendor partners and our dedicated staff to ensure ongoing service delivery at a time when home visits and onsite physical inspections will be limited. We will be flexible with policyholders who are experiencing difficulties with filing documentation and any other matters of procedure which could be compromised due to social distancing requirements.
As always for any unique situations, please contact your agent or the office at 519-236-4381 for discussion. For after-hours claims emergencies please call 1-866-778-3555.
Hay Mutual is continually reassessing and adapting our procedures to adhere to the latest expert recommendations. Thank you for your patience and understanding as we navigate this. As always, we’re proud to be working together to preserve and strengthen all that is good in our community.
Sincerely, Shawn Durnin, President & CEO