Business Continuity Planning for COVID-19 | Allied Solutions | Allied Solutions | B2B Financial Services | Risk Management

Corporate Update on August 31, 2020

A MESSAGE FROM PETE HILGER, CEO

As we’ve moved into the second half of 2020, I’d like to share how Allied Solutions has tackled and overcome unprecedented challenges brought on by the COVID-19 pandemic, and how we’re looking forward in order to continue to serve our clients, communities, employees, and partners.

Serving Our Clients

Service level agreements remain 100%: Despite abrupt disruption in March and adapted processes, Allied maintained 100% of our service level agreements. This included limited business interruptions as we reviewed all vendor and partner relationships. With the exception of some longer cycle times and expanded wait times, our service levels through 2020, with stated limitations, continue to improve to match our 2019 metrics, listed below:
- 21 million loans monitored
- Over 60,000 repossessions reviewed each month
- 40,000 claims processed annually with loss payments
- Annual review of over 700,000 condition reports
- Engagement with more than 800 insurance companies to locate insurance data
- Automated insurance verification with a majority of top 20 insurance carriers
Automation helps service timelines: Our insurance tracking process is fully automated with data loaded into the appropriate data fields in the system to reduce manual intervention. As a result of this automation there has been no impact due to COVID-19.
Business continuity: We quickly and seamlessly transitioned essential support personnel to a remote set-up and established taskforce teams to monitor the situation.
Expanded suite of solutions: These new and expanded solution offerings were created to meet client needs, including proprietary product cancellation service, Refund Plus™ and other strategic product partnerships.
Financial security: Allied has made no staff reductions during COVID-19 and is currently adding staff resources to meet anticipated post-COVID business needs.
Pandemic Think Tank: This dynamic, cross functional team is dedicated to identifying, defining, and developing new products, services, and solutions. We are committed to responding to the needs of the current crisis, as well as planning for future crisis needs with both propriety and strategic partner products.
Resource library: We are committed to helping clients respond to industry challenges. Visit our large selection of industry resources here: https://www.alliedsolutions.net/covid19

Protecting Our Employees

Safety is our top priority: For essential workers in the office we provide personal protective equipment (PPE), enhanced cleaning services, and social distancing guidelines in common spaces. We have a flexible return to work plan put in place based on local governments and CDC guidelines.
Ensure financial security and stability: Allied Solutions has continued and will continue to ensure our employees have their salary and benefits fully protected. We have made no reduction to our benefits, including: PTO, 401K match, or healthcare.
We are hiring: We have not enacted any furloughs or pay reductions and have not decreased the volume of interviewing and hiring candidates for positions throughout the organization.
Continued remote work flexibility: Allied is keenly aware of the necessity of being nimble and doing business differently during these ever-changing and challenging times. We have maintained work from home measures since March 2020.

The Road Forward

The road forward starts with you. Your consumers are counting on you for the financial products they need to get on the road forward to recovery. Here at Allied we are working hard to ensure you have access to best-in-class solutions that give you a competitive advantage and keep your institution strong and prepared for what comes next.

Thank you for your continued trust. We are here to deliver for you.

If you have any questions or concerns, please do not hesitate to contact us at info@alliedsolutions.net or reach out to your sales or service representative. We also encourage you to check alliedsolutions.net/resources and our social channels: LinkedIn Allied Solutions LLC, Twitter @alliedsolutions, Facebook @AlliedSolutionsLLC for further updates on our actions.

Risk Management Services Update on April 13, 2020

As the coronavirus (COVID-19) outbreak and its impact continues to evolve, we remain focused on our commitment to our clients and their borrowers. Many clients have had questions surrounding program administration while employees work remotely and claims eligibility related to servicing borrowers through offering payment deferrals or loan modifications and suspending or altering repossession activity.

Our business continuity plan has been able to fully support the transitions needed during this time, and our service remains uninterrupted.

We are 100% operational, we open if you’re open
90% of our staff are working in remote locations
SLAs have remained the same
We are backed by Securian Financial, and we are in a position of strength as we navigate these difficult times

Each lender’s program is different. We encourage you to speak with your Allied representative to review your current program, to understand the steps we’ve taken to ensure the highest levels of service, and to learn about additional options that may benefit you and your borrowers. Some highlights are listed below.

Guaranteed Asset Protection:

Payment Deferrals (“skip-a-pays”)
Payment Reductions
Loan Term Extensions
Other Loan Modifications
Extended Claim Filing

It is important that borrowers understand the impact these solutions may have on their GAP coverage. Many of our client programs already include consideration for payment deferrals and extended benefits are available. Please contact your Allied representative to discuss your program eligibility for these options.

Collateral Protection Insurance

Full lender/Call Center Support and Operational Support
Full Claims Processing Support
Reliable Access to Allied Technology
Improving the Borrower Notice Process
Recognizing Changes in Collections and Repossession Practices

Our claims and support teams remain fully operational. In addition to maintaining high levels of service, we’ve developed new solutions and processes to help clients during this unprecedented time including the option to add special messaging to borrower notices and flexibility in claim filing for certain coverages. Please contact your Allied representative to discuss your program eligibility for these options.

Emphasis on Automation

As more and more clients transition to remote working environments there has been an increased focus on process automation. The use of ACH processing for claim settlements, premium remittance and refunding, as well as, automated processes to post transactions to loans can maximize speed and efficiency. If you are not already utilizing these features and would like to do so, please contact your Allied representative to get started.

Regulatory Update on April 8th, 2020

Allied's Response to Grace Period For NFIP Renewal Premiums

As stated in our April 3 update, FEMA extended the 30-day grace period for NFIP policy renewals to 120 days due to the COVID-19 pandemic.

Allied’s understanding of the recent ruling:

Extending the grace period from 30 days to 120 days does not alter the requirements of lender placed flood coverage as outlined in the Flood Disaster Protection Act and subsequent amendments such as the Biggert-Waters Reform Act of 2012.
To minimize risk and stay 100% in compliance, all exposure letters should be mailed as normal and evidence of lender-placed insurance, as required, should be issued on or near day 46.

If your financial institution is interested in utilizing a lender-placed notice insert that explains the NFIP grace-period extension or if you have questions about the impact of FEMA’s rule change, please contact your Allied Solutions representative.

Regulatory Update on April 6th, 2020

Based on guidance and mandates from state departments of insurance, during the COVID-19 pandemic Allied Solutions is accommodating its insured financial institutions by implementing a moratorium on the cancellation of policies and certificates of insurance for non-payment and waiving any late fees associated with such premium payments. Such accommodations will remain in effect until further notice.

Update on April 6th, 2020

As COVID-19 continues to wreak havoc on our nation, we remain focused on the health and safety of our employees and our communities, as well as our clients and business partners. Our Task Force continues to meet daily to address issues and take necessary actions as things evolve. I am happy to report that 90 percent of our employees are working remotely and we have maintained 100 percent of our employees at full pay. In addition, we are hiring 25 new team members so that we are prepared to meet the needs of our clients. We also have the largest Field Force in our industry and they are working hard to stay personally connected to our clients and advocating on their behalf.

We’re Here for You

As an essential financial services provider we take our obligation very seriously. We remain committed to maintaining all of our operations so that we can continue to meet the needs of you and your consumers in this difficult time. In addition, we continue to closely monitor all regulatory agencies to ensure we provide the most accurate and compliant information to you as quickly as possible. Our risk management team is sending out regular program specific communications as our operations evolve with this ongoing crisis.

We’re Here for the Community

We care deeply about the communities in which we work and live and are actively working to help meet their greatest needs. One area we are focused on is getting money to organizations whose mission is to feed hungry children. With school now cancelled indefinitely and financial hardships running rampant, there is a growing need to help subsidize efforts to make sure that families in our communities have enough food.

People helping people, this is what our industry was founded on. I believe we are starting to see the best of humanity pull together during this crisis and that gives me hope. Thank you for your continued trust and know that we are here for you.

We are continuing to navigate the current situation and evaluate a rapidly changing regulatory environment. To stay up to date on these communications visit our COVID-19 Regulatory Updates & Response page.

Regulatory Update on April 3rd, 2020

FEMA EXTENDS GRACE PERIOD FOR NFIP RENEWAL PREMIUMS

On Sunday, March 29, 2020 FEMA published the following release which extends the 30-day grace period for NFIP policy renewals to 120 days due to the COVID-19 pandemic. While many of us are anticipating further clarification on this ruling, the current language and direction does not alter Allied’s process regarding a borrower’s mandatory purchase of insurance, including the 45-day notification and lender-placement requirements. As we receive more information from FEMA and the regulatory agencies, we will be providing further updates on this topic.

View FEMA’s press release here.

Update on March 30th, 2020

As we all continue to navigate these uncertain times, we remain focused on the health and safety of our employees and our communities, as well as our clients and business partners. As part of our Business Continuity efforts, our Task force continues to meet daily to address issues and take necessary actions, ensuring we do our part to limit the spread of the virus.

Delivering on our Commitments

We have been working very hard to ensure that we have the people and systems in place to support your needs. I am happy to report we now have 85% of our workforce working remotely with little to no interruption in service. We know that as an essential financial services provider we have an obligation to support our clients so they can continue to meet the needs of consumers in this difficult time. We continue to closely monitor all regulatory agencies to ensure we provide the most accurate and compliant information to our clients as quickly as possible. Our risk management team will be sending out program specific communications as our operations evolve with this ongoing crisis.

Financial Strength you can Count On

Allied Solutions, as well as our parent company, Securian Financial, are fortunate to be able to navigate this storm from a position of financial strength. Securian is one of the highest rated insurance groups in the nation and has weathered economic ups and downs for more than 140 years. Rest assured knowing your business is in safe hands and we will be here for you and your consumers.

If you have any questions or concerns, please do not hesitate to contact us at info@alliedsolutions.net or reach out to your sales or service representative. We also encourage you to check alliedsolutions.net/resources/news and our social channels: LinkedIn Allied Solutions LLC, Twitter @alliedsolutions, Facebook @AlliedSolutionsLLC for further updates on our actions.

Update on March 18th, 2020

As the Coronavirus (COVID-19) outbreak and its impact continues to evolve, we remain focused on the health and safety of our employees and our communities, as well as our commitment to our clients and business partners.

We are closely monitoring the news, following recommendations from the World Health Organization and Centers for Disease Control and Prevention, and adapting as new information is made available. We are swiftly taking appropriate steps in response to this crisis to protect our employees while working to maintain the systems necessary to ensure continued support of our clients.

As part of our Business Continuity Plan, we have assembled a pandemic Task Force that meets daily to address any related issues. We have taken these actions to keep our teams productive while ensuring we do our part to limit the spread of the virus:

All business travel has been put on hold effective March 13th
Company events have been either postponed or revised from in person gatherings to virtual meetings
Remote work protocols have been put in place across the organization

In addition, we are closely monitoring all regulatory agencies to ensure we continue to provide the most accurate and compliant risk management services. We will be proactively communicating any changes to these programs and their coverages as things continue to evolve with this ongoing crisis.

Thank you for your trust and patience during this time. As we find ourselves living in a great deal of uncertainty, we feel confident that by supporting each other, we will emerge from this crisis stronger than before.

If you have any questions or concerns, please do not hesitate to contact us at info@alliedsolutions.net or reach out to your sales or service representative. We also encourage you to check alliedsolutions.net/resources/news and our social channels: LinkedIn Allied Solutions LLC, Twitter @alliedsolutions, Facebook @AlliedSolutionsLLC for further updates on our actions.

Update on March 5th, 2020

Heightened attention has been given to organizational continuity impact plans due to the outbreak of Coronavirus disease. Allied Solutions takes pandemic risk seriously and while outbreaks appear minimal in the United States so far, we have a business continuity plan in place should the situation escalate.

The plan includes actively monitoring updates provided by the World Health Organization and Centers for Disease Control, following guidance from these organizations, auditing (or tracking) our own preparedness levels, and coordinating responses across business units in the event of a pandemic.

Allied Solutions is uniquely positioned to shift certain functions to other facilities in the event of an outbreak due to operations being largely divided among three primary locations: Carmel, Indiana (Headquarters); Plano, Texas; and Dakota Dunes, South Dakota. Additionally, a large number of employees are equipped to work remotely and would be asked to do so in the event that they are at high risk, come in contact with the virus, or an office is closed due to a local outbreak.

Thank you for putting your trust in us. We are here to deliver for you.