service


CONTINUING TO BUILD SERVICE EXCELLENCE Arbella’s Operations department is the engine that keeps our organization running smoothly. We view every customer interaction as an opportunity to educate, answer questions, and resolve issues in a timely manner. Last year, our Operations service professionals handled more than 800,000 policy transactions and 336,000 calls from our policyholders and agents—answering 80 percent of those calls within 30 seconds.


Our commitment to service excellence starts with our leadership, and in June we welcomed a new assistant vice president of Operations, whose deep expertise enables us to be more responsive to our agents’ and customers’ needs.


Te Arbella Service Center continues to grow. In 2016, the center handled 56,000 calls and thousands of service transactions, representing $65 million in premium. Tis value-added resource enables our independent agents to focus on growing new business while we provide service


to their policyholders, and our agents tell us that no carrier does it better.


As customer demands for responsiveness, flexibility, and communication continue to rise, we’re committed to making it easier than ever to do business with Arbella. In 2017, we’ll introduce digital claim status notifications for customers and improve document delivery services for our agents and insureds.


“From the first phone call, Arbella’s service was better than I could have imagined. You quickly appraised the damage, delivered the check, and resolved the claim. We felt like we were your only customer!” – Ron S., policyholder, Seekonk, MA


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