The story of 2015 cannot be told without illustrating the exemplary service that Arbella employees delivered in the face of record claim volume and historic winter weather. Consistent with our core values, we have always been dedicated to delivering the highest levels of customer service, and last year we worked hard to maintain our strong reputation in the market place.


WINTER OF 2015


The winter storms challenged every department in our organization, but we remained steadfast in our commitment to our customers. Even with Homeowners claims up 180 percent over 2014, Arbella employees worked tirelessly to deliver on our promises, and their performance was nothing short of a triumph.


While there is no way to predict the impact of extreme weather events, our ongoing efforts to refine our catas- trophe plan positioned us well for 2015. Although we continued to receive ice dam claims 10 months after the storms that caused them, 98 percent of all claims were resolved by the end of the year and customer satisfaction remained consistent at a very high 94 percent.


“Arbella has been absolutely wonderful during this whole experience. You and your team turned a terrible situation into an easy, no-stress matter.” – Cat C., policyholder, Haverhill, MA


2015 ANN UAL RE PO RT


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