service T
he world is changing. Customers in all industries have higher expectations for responsiveness, flexibility, and
communication. Arbella is evolving to meet these changing needs by raising our service levels and communicating proactively to our agents and customers.
In 2017, we began by streamlining the customer’s journey through the claim process. Customers who reported a claim to Arbella received an email from our vice president of Claim, outlining “Our Promise” to deliver exceptional service every step of the way. And our new, automated alert system gives agents the opportunity to receive status updates on their customers’ claims.
Our customer touch points were evaluated and improved by Arbella employees, who embraced the process changes that made this possible. Whether contacting our Customer Service team, Claim Service Center, or the Arbella Service Center, Arbella customers interact with friendly service professionals who are committed to meeting their needs.
Additional improvements included laying the groundwork to send proactive emails to customers during major weather events. Going forward, we’ll email customers with weather updates, storm preparation tips, and information about what to do if they experience a loss.
Customers in the Arbella Service Center continue to receive excellent service. We introduced Te INformer, a quarterly newsletter that offers simple tips for buying the right coverage, preparing for New England’s seasonal weather, and preventing claims.
“My experience with Arbella has been absolutely fantastic. My claim representative eased my stress and made the claim process as smooth and customer-friendly as possible. Arbella is setting a very high standard!”
– Michael T., Weymouth MA
2017 AN N U AL R E P O RT
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