ARBELLA’S SERVICE CENTER: 16 Agencies and Counting!


Since February 2014, the Arbella Service Center has provided high-quality service and consultative support to insureds as an extension of their independent agent’s team. So far, the ASC has welcomed 16 agents and thousands of customers and has handled nearly 7,000 calls.


David O’Connell, Jordan Nunes and Mariel McDonald


When the ASC was first launched, we reported that the benefits of partnering with Arbella’s team of licensed professionals include an increase in sales, higher average premium, greater account penetration, and increased operational capacity for agencies to drive more profitable growth. Today, agents who have partnered with the ASC have told us they are writing more business than ever before. Agents, including Mary Ann Dignan, director of property and casualty practice at Appleby & Wyman in Beverly, MA, now dedicate more time to sales and other activities that drive profitable growth. “Partnering with Arbella’s Service Center began with the smoothest onboarding process we’ve ever experienced, and the transition was seamless for our customers. We now devote much more time to focusing on sales and retention and are writing more new business as a result. Arbella has truly exceeded our expectations.”


The ASC team consists of fully licensed, exceptionally talented, and customer-focused individuals. Mariel MacDonald, Service Center account specialist, came from Arbella’s Customer Service Operation. “Because we know Arbella’s products and coverages so well and can round accounts, we are able to find unique solutions for each


INTRODUCING MYARBELLA On November 14 we introduced MyArbella, Arbella’s new self-service customer portal. This tool will provide your Arbella Massachusetts Personal Lines customers access to policy information and the ability to conduct simple transactions directly from any device, 24 hours a day—reducing phone calls to your agency and freeing up your time to focus on growing your business.


4 A R B E L L A I NSU RANCE G ROU P


customer who calls in. We make the process easy and take the time to explain coverages they may not understand, which they appreciate.”


Kim Kennedy, assistant vice president of Operations, explains that regular discussions with agents allow the Service Center to continuously improve. “We keep in close touch with each agency and always ask for their feedback on the customer experience we are delivering and our process execution. We then use their feedback to refine what we do, and that ensures we are serving our agents in the best possible way.” Kim adds that the Arbella Service Center is fully prepared for growth. “We know that the key to our success is our people and in maintaining the level of excellent support they provide to our agents and their customers with each and every interaction. Because so many agencies have embraced our ASC, we will continue to hire and train licensed agents in advance of growth, and we will always be well prepared to welcome new agencies on board.”


The Arbella Service Center is ready to welcome your agency! To find out more, please contact your territory manager.


We hope your customers enjoy the freedom and self-service that MyArbella offers. This exciting new tool is one more way that Arbella strives to be your personal carrier of choice!


Questions about MyArbella? Please contact Megan Glynn, digital marketing manager, at megan.glynn@arbella.com.


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