To: Our Loudoun Mutual Agents
From: Christopher G. Shipe, President/CEO
Date: April 9, 2021
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At Loudoun Mutual we have always worked hard to deliver “high-touch” customer service. A major component of our promise to deliver high-touch customer service relies on being easily available by phone.
As you are probably aware many of our remote employees have not been easily available by phone for the past several weeks. This is a result of ongoing issues with our Virtual Private Network (VPN).
We sincerely apologize for any inconvenience this disruption has caused and have taken steps to ensure most staff will be available by phone each day and the level of service you have come to expect is restored. As an added point of contact, if your agency has access to Microsoft Teams – that can be used to make voice and/or video contact with our staff. As always, if you need immediate assistance, please do not hesitate to call the home office at 1-800-7752-3458 or 540-882-3232 and your call will be answered and directed appropriately.
Rest assured, fixing the VPN has been and continues to be among our highest priorities. In addition to escalating this issue with our existing service provider, we have begun looking for an alternate VPN provider and in parallel are working to move our phone system to the cloud to eliminate any dependence on a VPN.
Thank you again for your patience and understanding. I am grateful for your ongoing support and I am thankful for the hard work and dedication of our IT Department in continuing to address this issue.
