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Company: NYCM Insurance, Edmeston, NY
Entry Submitted By: Dalton Agency
Company Description: NYCM Insurance, headquartered in Edmeston, N.Y., is a property and casualty insurance carrier that has been providing coverage to residents and businesses in New York since 1899. The company offers automobile, homeowner, mobile home, umbrella and commercial policies and is rated A+ by A.M. Best Company.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services

Nomination Title: NYCM Insurance

Tell the story about what this nominated department achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

NYCM Insurance, headquartered in Edmeston, N.Y., is a personal lines insurance company that serves residents of New York State.

The following are examples of advancements in technology and practices, as well as philanthropic activities, that has earned NYCM and its 85 call center professionals, accolades and industry recognitions.

Rapid Response: In 2012 NCYM implemented a system to improve customer response time after a catastrophe. In 2013 we dramatically enhanced the program to be capable of managing a 1 in 250 year storm and ensure that those affected in any size natural disaster would have much quicker responses and shorter wait times.

Employee Satisfaction: The call center professionals have a high level of job satisfaction. The retention rate for a typical call center is approximately 45%. NYCM’s employee retention rate is an industry-high 95% (excluding retirees). In 2013 a group of call center employees wanted to train others on the new phone system. This group independently created a series of fun and educational training videos to help make the transition easier.

NYCM Continues to Cut Hold Time: With an average speed to answer a customer at 13 seconds and an abandonment rate of 1.3%,NYCM has one of the most efficient call centers in the industry.

Personal Service: Representatives at NYCM are available 24/7, 365 days a year. Every caller speaks to a live, New York-based representative who understands the unique needs of NY state policyholders (e.g. deer-vehicle collision, preventing ice dams, etc.) Customers are greeted in either English or Spanish and offer four additional language options.

Customer Satisfaction: Calls are recorded and individual coaching sessions are held bi-monthly. In independent testing customers that had recently experienced a claim with NYCM rated their satisfaction level at 9.27 out of 10.

NYCM is Community-Focused: NYCM and their employees help their communities. Employees hold regular fundraisers including selling tickets to a special dinner spread that secured $1,250 for clothes and toys for less fortunate families in the area. Pie selling events and other activities have secured financial support for co-workers and local individuals in need.

To help raise awareness of the dangers of distracted driving, NYCM held a statewide video contest in 2013 for high school, allocating substantial cash prizes for the most effective videos highlighting the dangers of distracted driving. These high-quality, educational entries were then displayed on the NYCM website and promoted through social and local media

In June 2013, NYCM partnered with the Red Cross to donate 720 cases of bottled water to flood victims throughout the Mowhawk Valley. Employees who volunteered at the site received equal hours in company comp time.

NYCM Earns Recognition.

•In 2013, J.D. Power and Associates recognized NYCM for “highest customer satisfaction among auto insurers in New York”. According to the JD Powers 2013 Auto Insurance Study.

•Named “Employer of the Year” by the Federation of New York Insurance Professionals (2012).

•Holds an A+ rating from BBB of upstate New York.

•Rated A+ Superior by A.M. Best Company.

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

William Couperthwait II
Vice President of Customer Service
NYCM Insurance

William (Bill) Couperthwait is Vice President of Customer Service for NYCM Insurance. During his 18 years at NYCM Insurance, Bill has held the roles of Vice President of Internal Audit and Vice President of the Call Center.

Bill is active in the community and currently serves on the regional board of directors for the American Red Cross Southern Tier Chapter. He has also served on boards for the Chenango County Chamber of Commerce, the Chenango Council for the Arts and the Chenango County United Way.

In his spare time, Bill enjoys skiing, tennis, biking, running, swimming and hunting.