RESPONDING TO CHALLENGES Although the weather was normal, 2016 presented many challenges to our Claim department. Even as our employees recovered from the historic winter of 2015, they faced record-breaking call volume for the second consecutive year. Because an increase in traffic density has led to more accidents, we actually received 9 percent more calls in 2016 than in 2015.


With high claim volume and rising repair costs, it was important to continue our focus on process improvements and loss cost management. We significantly reduced our claim resolution time by centralizing our Total Loss Unit, Adverse Subrogation, and Claim Technical Assist teams. We also renegotiated several large vendor contracts and continued our aggressive fight against fraud.


Over the past three years, our investment in the development of our Claim employees has allowed us to promote a third of them to technical and leadership roles. To continue to foster their education and growth, we are excited to pilot a comprehensive professional development program in 2017.


“I work with a lot of insurance companies in the construction business, but the service that Arbella delivered has surpassed them all. My adjuster was informative, responsive, and friendly. It was a breath of fresh air!”


– Amanda C., project consultant, Jancon Exteriors, Franklin, MA


80% of calls answered within 30


seconds


6


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


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