Fidelity Insurance Service Blog
NIAC Webinar for Members Jul 19, 2010
NIAC (Non-Profits Insurance Alliance of California) will be hosting a FREE webinar for current members on August 3rd. Please let us know if you are interested in participating and our agency will be sure to help you get registered.
Here is the info...
August 3rd - Member Services (for current Accounts)
Are you taking advantage of all the FREE RESOURCES available to you as a member of NIAC? With budgets being cut and funding down you need to leverage all resources available to you. Spend one-hour attending this webinar and find ways to save your organization additional dollars. Learn about all of the great trainings and services that are available to you as a member-insured. Presenters: Susan Bradshaw, Vice-President of Marketing Member & Broker Services and Ann Shanklin, Director of Loss Control.
Here is the info...
August 3rd - Member Services (for current Accounts)
Are you taking advantage of all the FREE RESOURCES available to you as a member of NIAC? With budgets being cut and funding down you need to leverage all resources available to you. Spend one-hour attending this webinar and find ways to save your organization additional dollars. Learn about all of the great trainings and services that are available to you as a member-insured. Presenters: Susan Bradshaw, Vice-President of Marketing Member & Broker Services and Ann Shanklin, Director of Loss Control.
Heat Illness Prevention Program May 11, 2010
On Thursday, May 13th State Fund will host a Heat Illness Prevention Program at the Tulare County Farm Bureau in Visalia, CA. The program is designed for owners, supervisors, and trainers of businesses that have a large amount of outdoor workers. Additional information is available at www.statefundca.com
SAFECO recognized by J.D. Power and Associates Mar 9, 2010
Safeco has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience."
The recognition comes following a detailed review process of Safeco’s three call centers, located in Washington, Colorado and Indiana. The review, which is part of the J.D. Power and Associates Certified Call Center ProgramSM also included a random survey of Safeco customers. “Earning this recognition by J.D. Power and Associates is an indication that the professionals in our Service operations are committed to providing the highest quality of customer experience,” said Matt Nickerson, Safeco Executive Vice President and Chief Operating Officer. “Additionally, it’s a strong reinforcement of the job our people do serving customers and agents every day.”
For certification status, all three call centers had to meet or exceed the customer satisfaction benchmark established by the most recent J.D. Power and Associates research study in our industry. The evaluation criteria include:
- Courtesy
- Knowledge
- Concern for the customer
- Usefulness of the information provided
- Convenience of operating hours
- Ease of reaching a representative
- Timely resolution
The marketing information company also conducts a random survey of customers who had contacted Safeco’s call centers. Safeco’s call centers take millions of calls from agents and customers each year. We believe our commitment to execution from the beginning of an inquiry to its completion is what sets us apart from other carriers.
“We put a lot of emphasis on training and education in our call centers,” said Suzanne Rapier, Safeco Vice President of Service Operations. “Our people are great at what they do and receive extensive training to keep them up on new products and services that are brought to market. We also work closely with our product, marketing and sales teams to learn from them, but also to offer valuable customer feedback so they can continue to improve our offerings.”
A core component of our customer service is Gold Service. The Gold Service team works to help our independent agency partners effectively and efficiently offer customers 24/7/365 support. Interested in seeing what Gold can do for you? Talk to your Territory Manager today!
For J.D. Power and Associates 2010 Call Center Certification Program information, visit www.jdpower.com.
The recognition comes following a detailed review process of Safeco’s three call centers, located in Washington, Colorado and Indiana. The review, which is part of the J.D. Power and Associates Certified Call Center ProgramSM also included a random survey of Safeco customers. “Earning this recognition by J.D. Power and Associates is an indication that the professionals in our Service operations are committed to providing the highest quality of customer experience,” said Matt Nickerson, Safeco Executive Vice President and Chief Operating Officer. “Additionally, it’s a strong reinforcement of the job our people do serving customers and agents every day.”
For certification status, all three call centers had to meet or exceed the customer satisfaction benchmark established by the most recent J.D. Power and Associates research study in our industry. The evaluation criteria include:
- Courtesy
- Knowledge
- Concern for the customer
- Usefulness of the information provided
- Convenience of operating hours
- Ease of reaching a representative
- Timely resolution
The marketing information company also conducts a random survey of customers who had contacted Safeco’s call centers. Safeco’s call centers take millions of calls from agents and customers each year. We believe our commitment to execution from the beginning of an inquiry to its completion is what sets us apart from other carriers.
“We put a lot of emphasis on training and education in our call centers,” said Suzanne Rapier, Safeco Vice President of Service Operations. “Our people are great at what they do and receive extensive training to keep them up on new products and services that are brought to market. We also work closely with our product, marketing and sales teams to learn from them, but also to offer valuable customer feedback so they can continue to improve our offerings.”
A core component of our customer service is Gold Service. The Gold Service team works to help our independent agency partners effectively and efficiently offer customers 24/7/365 support. Interested in seeing what Gold can do for you? Talk to your Territory Manager today!
For J.D. Power and Associates 2010 Call Center Certification Program information, visit www.jdpower.com.
Winter Storm approaching N. California Dec 10, 2009
SAFECO Response to Severe Weather in California
As a result of the wind and freezing weather affecting California, the National Catastrophe Team is mobilizing personnel to the area. Our National Catastrophe Team, which is a part of the Agency Markets Claims Shared Service organization, serves Safeco personal lines policyholders, as well as commercial lines customers of the eight Regional Companies.
Here are a few simple steps you can take to help us deliver the best possible service:
Customers with storm damage can call in to report their claims on a toll-free claims hotline at (800) 332-3226.
Golden Eagle Insurance customers with storm damage should report their claims on personal and commercial policies to our ANYTIME™ Claims number at (800) 238-3035.
National Weather Service said the rains would begin late Thursday afternoon in the Bay Area and continue in varying intensity through Sunday night. The most intense wave, forecasters predicted, would be on Saturday.
While the new storm fronts were set to bring in wet conditions, they were also bringing in southerly winds to break the Bay Area’s deep freeze. In the Sierra forecasters issued a winter storm warning, predicting that the snow flurries would intensify to near blizzard conditions by Saturday with accumulations of three feet or more at the higher elevations. Gusts were forecasted to be 30 mph with the intensity climbing to over 100 mph on some ridges on Saturday.
As a result of the wind and freezing weather affecting California, the National Catastrophe Team is mobilizing personnel to the area. Our National Catastrophe Team, which is a part of the Agency Markets Claims Shared Service organization, serves Safeco personal lines policyholders, as well as commercial lines customers of the eight Regional Companies.
Here are a few simple steps you can take to help us deliver the best possible service:
Customers with storm damage can call in to report their claims on a toll-free claims hotline at (800) 332-3226.
Golden Eagle Insurance customers with storm damage should report their claims on personal and commercial policies to our ANYTIME™ Claims number at (800) 238-3035.
National Weather Service said the rains would begin late Thursday afternoon in the Bay Area and continue in varying intensity through Sunday night. The most intense wave, forecasters predicted, would be on Saturday.
While the new storm fronts were set to bring in wet conditions, they were also bringing in southerly winds to break the Bay Area’s deep freeze. In the Sierra forecasters issued a winter storm warning, predicting that the snow flurries would intensify to near blizzard conditions by Saturday with accumulations of three feet or more at the higher elevations. Gusts were forecasted to be 30 mph with the intensity climbing to over 100 mph on some ridges on Saturday.
Safeco responds to N. California Storm Oct 14, 2009
Response to Northern CA Storm
As a result of the storm impacting northern California on October 13-14, the National Catastrophe team is mobilizing personnel to the area. Our National Catastrophe team, which is a part of Agency Markets' Claims Shared Service organization, serves Safeco personal lines policyholders, as well as commercial lines customers of the eight Regional Companies.
As the situation is ongoing, we are assessing staffing needs and will be dispatching field staff to the affected areas. Other members of the team are centrally located to manage the behind-the-scenes operations. All are committed to providing exceptional claims service and caring for our customers in times of crisis.Here are a few simple steps you can take to help us deliver the best possible service:
Please encourage your customers with storm damage to report their claims to our toll-free claims hotline at (800) 332-3226. Golden Eagle Insurance customers with storm damage should report their claims on personal and commercial policies to our ANYTIMET Claims number at (800) 238-3085. Once a customer reports their claim, a member of our National Catastrophe Team will contact them within 24 - 48 hours to discuss the claim and arrange for an inspection if needed. When the volume of claims is high, our goal is to reach customers with the most severe damage first.
We ask customers to make emergency repairs to prevent further damage to their property if they can. Customers are asked to be patient and save receipts. We require policyholders to wait until their claims professional has assessed damage before making permanent repairs.
However, we encourage people to line up a contractor. Customers are encouraged to use a local, licensed and bonded contractor and check their local references. Rest assured that the team is prepared to handle every claim quickly and efficiently, providing our customers with the best possible service.
As a result of the storm impacting northern California on October 13-14, the National Catastrophe team is mobilizing personnel to the area. Our National Catastrophe team, which is a part of Agency Markets' Claims Shared Service organization, serves Safeco personal lines policyholders, as well as commercial lines customers of the eight Regional Companies.
As the situation is ongoing, we are assessing staffing needs and will be dispatching field staff to the affected areas. Other members of the team are centrally located to manage the behind-the-scenes operations. All are committed to providing exceptional claims service and caring for our customers in times of crisis.Here are a few simple steps you can take to help us deliver the best possible service:
Please encourage your customers with storm damage to report their claims to our toll-free claims hotline at (800) 332-3226. Golden Eagle Insurance customers with storm damage should report their claims on personal and commercial policies to our ANYTIMET Claims number at (800) 238-3085. Once a customer reports their claim, a member of our National Catastrophe Team will contact them within 24 - 48 hours to discuss the claim and arrange for an inspection if needed. When the volume of claims is high, our goal is to reach customers with the most severe damage first.
We ask customers to make emergency repairs to prevent further damage to their property if they can. Customers are asked to be patient and save receipts. We require policyholders to wait until their claims professional has assessed damage before making permanent repairs.
However, we encourage people to line up a contractor. Customers are encouraged to use a local, licensed and bonded contractor and check their local references. Rest assured that the team is prepared to handle every claim quickly and efficiently, providing our customers with the best possible service.
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