Total 581 words used.
Electric Insurance Company Customer Service Team of the Year
Employment, climate change, and COVID-19 created a turbulent 2021. We countered by using customer survey feedback to launch new programs and help ensure we fulfill our promise of delivering world-class service.
Feedback-Based Goals
Surveys solicit customer input and tell us what went well, what didn’t, and provide suggestions. Based on feedback, our Account Manager Team (AMT) initiated outreach programs.
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2021 KPIs
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Goal
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Result
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Customer Satisfaction
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95%
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96%
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“Likeliness to renew”
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95%
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97%
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NPS1
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70
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76.2
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New Programs
Focus 1: Employment Change. Some customers employed by client organizations faced employment transition affecting their benefits. Job loss is difficult, and surveys indicated that concern about concurrent loss of insurance created additional stress. So, the AMT collaborated with HR departments and contacted policyholders to inform them that:
- Coverage would stay intact and “alumni” discounts will replace employee discounts,
- Cost-saving payment options will replace payroll deduction discounts, and
- We’ll help with updating account login credentials from employer SSOs.
Results: 80% opted to keep their policies as individuals.“Appreciated Andrew reaching out and being patient with us…” – D.B., Elkton, MD
Focus 2: Renewal Policy Review. There were two goals: helping customers understand coverages and identifying savings opportunities.
- The AMT held one-on-one coverage reviews with customers, who appreciated the in-depth conversations and opportunity to ask “what if?” questions. “I’m always impressed with the customer service staff. They are, without fail, extremely knowledgeable, bright, friendly, and polite. One of the very best customer experiences in comparison to other companies!” – J.M., Mishawaka, IN
- Conversations allowed us to identify rate-reduction opportunities and apply discounts and credits when possible.
Results: Customers saved more than $226,000 cumulatively and felt confident keeping their coverage “as is” or adjusting it to better fit their new needs.
Customers found this service amazing and unexpected.
“You reached out to me with renewal savings! That’s a sign of a great company!” – L.B., Lake George, NY
“My most recent experience was with a customer service person who was very helpful. Saved me money while also adding new coverage.” – D.C., Glen Allen, VA
Focus 3: Risk Review and Solutions. Customers’ circumstances may change their risk profile, so it is outside underwriting guidelines. On those occasions, the AMT contacted customers to discuss solutions.
Solutions
- Policy amendments. Customers occasionally adopted “pandemic puppies” outside of our underwriting guidelines. Account Managers offered a canine liability endorsement that allowed customers to retain coverage and avoid financial penalties for their humane act.
- Outplacement assistance. When Electric Insurance was no longer the best coverage solution, AMs worked with customers to transition their Electric Insurance coverage to another reputable carrier.
Results: Proactive assistance and easy-to-implement solutions meant that 73% of outreach customers kept their coverage.
“The agent was very helpful and resolved my issue…it was pleasure; she was very helpful explaining issues I had…thank you for being there when I needed it. I didn’t have to deal with automated calls.” – P.D., Wilmington, MA
Summary: Increased Customer Satisfaction and Savings
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Outreach Focus Area
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Goal
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Result
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Employment status
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Assist affected customers
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- 100% email/letter contact
- 684 telephone contacts
- 80% kept coverage with no change in rates
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Policy review
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Determine savings opportunities for policies renewing in Q3
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- Contacted 4,000 customers
- $226,000+ in collective savings for customers
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Risk review
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Review complex policies renewing in Q3/Q4; ensure coverage is understood
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- 4,100 policy reviews
- 73% of participants retained coverage
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