Business Week just featured its annual ranking of the nation’s top 25 “Customer Service Champs.” (Number One: Amazon.com). What caught my eye though was that two insurance companies made the list.
Weighing in at #2 -- in hot pursuit of Amazon, was USAA.
Coming in at #15 – Amica Insurance Company.
It is hard to tell how much claim service entered into these rankings. The commentary on USAA was that it handled 150,000 “cat” claims in 2008, twice its average. It enjoys a 96% retention rate, so it must be doing something good in the claims area.
Amica is lauded for investing in new technology to speed claim processing. It also notes Amica’s investment in staff and its employee turnover rate which is a measly 7% per year.
Claim service appears to be one path toward becoming a service champion!