A NEW STANDARD OF SERVICE The Arbella Service Center (ASC) has become an essential resource for our independent agents who trust us to deliver superior service to their customers. Last year, the distinguished way in which we handled each customer interaction led to a 73 percent increase in agency enrollment in the center.
As our agents focused on new business and customer retention, Arbella employees responded to nearly 35,000 phone calls and completed thousands of service transactions on their behalf. And, the announcement of our expanded weekend hours was met with positive feedback by agents and policyholders alike.
The quality service delivered by ASC employees had a direct impact on the growth and success of participating agents. By all accounts, ASC agents outperformed others in overall premium growth, retention, and loss ratios.
Arbella’s Customer Service Operations department delivered exceptional service across all lines of business.
In response to a record number of phone calls driven by the growth of our Massachusetts Private Passenger Auto line and severe weather events, we activated our Customer Service Response Team to maintain our outstanding levels of service.
We achieved several key technology milestones, including self-service enhancements to both our credit card and telephone payment systems.
In the future, Arbella will continue our commitment to delivering the best service in New England by listening to our agents and policyholders, taking action on their feedback, and enhancing their experience with us.
“The service that Arbella provides is flawless. As a result, our agency staff has been able to focus on customer retention and new business.” – Ken Fries, president, Castle Edge Insurance
2015 ANN UAL RE PO RT
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