Since 2011 we’ve increased our surplus by more than 50% despite extreme weather–related losses in 2015. Once again, Arbella demonstrated that we’re a financially strong and resilient company prepared to respond to changing market and weather conditions.
As a result of our continued solid performance, A.M. Best reaffirmed our A- (Excellent) financial rating, citing our strong capital (surplus), our well-established market presence, our long-term relationships with our independent agents, and a management team that responds effectively with strategic initiatives.
Many of our strategic initiatives focused on investments in products and technology to enhance our agent and customer experiences.
Improving our profitability required focus and effort from all our employees. Prudent expense management and the delivery of excellent service can often be in conflict. However, our dedicated employees managed to deliver some of the highest customer service ratings in our company’s history. We also achieved personal and commercial auto profitability faster than anticipated, due largely to our relationships with our independent agents and our ability to use complex data and analysis to target and resolve business issues. These results are especially noteworthy as they occurred when much of our industry struggled to achieve profitability in both the personal and commercial auto markets.
For the ninth consecutive year, Arbella was named a Boston Business Journal Best Places to Work Company based on our employee feedback. We’ve always understood that companies whose employees are involved and happy at work are by far the most successful, and we pride ourselves on listening and responding to what our employees have to say. Last year, Arbella employees delivered enviable levels of customer service, improved processes company-wide, and collaborated to implement innovative ideas.
Many of our strategic initiatives focused on investments in products and technology to enhance our agent and customer experiences. We introduced CYBERPro, our commercial cyber liability coverage, as well as the Arbella EasyApp, which simplifies our agents’ quoting process for commercial auto. We began the development of Arbella Fleet Safe™, a mobile app designed to make fleet driving safer, and announced a consumer app called Wheel FOCUSED™ to encourage safe driving and help us better understand people’s driving habits. These efforts and many others put Arbella squarely on track to compete effectively in the future.
Our advertising and media strategy continued to evolve to address the changing habits of consumers. For the past two years, we’ve leveraged
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