Letter to Our Valued Customers and Brokers

Posted: March 18, 2020

As we continue to monitor developments regarding the coronavirus (COVID-19), Provident recognizes that our customers could be negatively affected by the impact of this global outbreak. As always, our focus is the safety and well-being of our customers, colleagues, and the communities we serve. To that end, we are taking the necessary steps to avoid potential service disruptions to our customers.


We are closely monitoring the latest reports from the U.S. Centers for Disease Control and Prevention (CDC) and are taking precautionary measures for the health and safety of our clients and colleagues.


In addition, we wanted to reach out to you and share ways we are here to serve you during this time:

  • Effective Monday, March 16, all Provident staff began working remotely for at least the next two weeks. All Provident associates will have access to email and voicemail and will continue to process underwriting, financial, administrative, and claims functions without interruption.
  • Provident has prohibited all in-country business air travel absent of exceptional circumstances related to claims handling and other critical operations.
  • If you believe that you or someone within your emergency services organization has been exposed to COVID-19 during a Covered Activity, we encourage you to complete a First Notice of Claim (FNOC) form here and submit it to claims@providentins.com.


We will evaluate each claim situation where an individual insured person is quarantined on a case-by-case basis when there is a known exposure and the insured person has been officially quarantined by a medical official (MD, Center for Disease Control (CDC), World Health Organization (WHO), etc.).


We also need to be mindful and diligent to assure all claims that are presented include supporting documentation that an exposure occurred during or resulting from a covered activity. For medical bills to be paid, providers will need to use the proper ICD-10 and CPT coding for COVID-19.


Further, we continue to closely monitor the situation and evaluate additional measures to support our customers and associates as the need arises. While it’s impossible for anyone to predict the spread of the coronavirus and fully understand its impact, it does not alter Provident’s focus on continuing to serve you. We have the people, technology, products, services, and tools to do just that.


Thank you for what you do for your communities!



Mark Schmitt
Senior Vice President, Operations & Claims