These outstanding results confirm that Arbella remains a financially strong company, but the year was not without challenges. Changes within the auto insurance industry have forced insurers to adjust how we conduct business, including how we price our auto product. Last year this led to frustrations for both our customers and independent agents. We appreciate their patience and remain committed to providing a consistent market for their business.


Last year, more than 9 out of 10 Arbella customers surveyed said they’d recommend us to their family and friends.


Due in part to relatively mild weather, our personal and commercial property business drove much of our success. Personal Lines was particularly profitable, delivering a very strong loss ratio of 35.2 percent. Commercial Lines also achieved excellent results, increasing new premium by 7 percent with a loss ratio of 48.6 percent—solidifying our position as a partner of choice for business insurance.


Arbella’s greatest achievements are rooted in our commitment to putting people first. Last year, more than 9 out of 10 Arbella customers surveyed said they’d recommend us to their family and friends. In June, based on employee opinion, the Boston Business Journal recognized us as the #1 Best Place to Work in Massachusetts. And, our agents told us that they continue to value Arbella as a strong partner and go-to provider for their customers. Over the past eight years, we’ve increased our share of the Massachusetts independent agent private passenger business by 2 percentage points, to 14.6 percent.


Arbella has always focused on improving ease of doing business as it is critical to delivering exceptional levels of service and support. For example, to ensure an industry-wide upsurge in claim frequency would not affect our customers, we increased the number of our Claim employees and improved the efficiency of our workflow processes. We also delivered major improvements to our policyholder and agency web portal (MyArbella), made enhancements to arbella.com, and upgraded our internal phone and messaging systems.


Technology affects not only how we do business but also how we market our products and services. Although TV and radio remain relevant media sources, we increased social and digital advertising and continued to gain tremendous exposure from our partnerships with the Boston Celtics, Dana-Farber Cancer Institute and the Jimmy Fund, and our major local sports networks.


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


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