service All of our service enhancements contributed to outstanding service ratings: OVERALL SATISFACTION 99% 95%


Our reputation for a deep commitment to the service experience helped us grow the Arbella Service Center to $67 million in premium with 32 independent agents enrolled. We increased participation on MyArbella, our online self-service customer portal, by an impressive 33%.


In addition to providing excellent service, our goal was to offset rising repair costs and claim counts through specialization, improved workflow processes, and technology. Our Subrogation and Adverse Subrogation teams played a key role in this, bringing in significant property recoveries that favorably impacted our bottom line.


Our people have always been and will continue to be the key to our success. Despite a highly competitive talent market, Arbella’s strong culture and flexible work arrangements have enabled us to attract and retain some of the best claim and customer service professionals in the business. More than 50% of Arbella new hires in 2017 were employee referrals, and 56% of claim positions were filled via internal promotions.


Going forward, we’ll continue our focus on improving the agent and customer experience. In 2018, we’ll deliver on multiple strategic initiatives to set the stage for continued innovation and success.


LIKELY TO RECOMMEND ARBELLA


“As a call center manager, I know outstanding customer service when I see it. The Arbella representative I spoke with was friendly, energetic, and eager to help. However you train your service professionals, keep it up because it’s working wonders!”


– Anita P., Seekonk RI


2017 AN N U AL R E P O RT


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