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Life Arts    H2'ed 7/7/14

Amica Insurance: Where Customer Service Is No Laughing Matter

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I went back home and attempted to do as much research as I could on Amica. I called the insurance agent that we used, and he told me he had never heard of them. I couldn't find anything in the library, either. Now, remember, this preceded the days of the Internet. Back in the 1980s, Amica did not do any advertising and was a very quiet company.

So, I went on the interview, still a little suspect. I interviewed with the branch manager of the Richmond office, who was very professional and a true gentleman. During the interview, I learned more about Amica, and my interest was sparked. My next step was to interview at the corporate office, located in Providence, Rhode Island.

It was my trip to Rhode Island that really sold me. I interviewed with several executives, all of whom were very impressive. Everyone was extremely professional in demeanor and attire. I could tell it was an environment in which employees were happy and respected. I learned that my perception of the insurance industry not being an exciting place to work was untrue. There was much more to the adjuster position than what I realized. I also came to understand that this company I had never heard of was the best-kept secret in the industry.

JB: Thanks for setting the stage, Vince. The truth is that, 30 years later, Amica is still a well-kept secret. But it also has a very loyal customer base. How come? What sets it apart from other insurance companies?

VB: Amica is a well-kept secret in some parts of the country, but not all. We are well-known in New England and other parts of the country where we are targeting advertising dollars. Those who know us and have experienced our customer service tend to love us and stay with us. Our retention rate is well above 90 percent.

Our product is not what distinguishes us -- you can buy insurance from a lot of different carriers. What distinguishes us is the way we treat our customers. Our mission statement is to create peace of mind and build enduring relationships, and we keep this in mind with every encounter we have with our customers. We are extremely consultative and take the time to make sure that our policyholders are properly covered, and that we are meeting their specific needs.

The product that I mentioned earlier is intangible -- it is a promise, a promise that we are going to be there when you need us. We deliver on that promise day in and day out, creating that peace of mind for our insureds and building those relationships that are passed down from generation to generation.

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JB: And in fact you folks have perfected that intangible, haven't you? Do I have to twist your arm to get you to tell our readers about the awards Amica has won over the past number of years?

VB: No arm-twisting necessary, Joan. I'd be happy to discuss some of Amica's recent accolades. Here are a few:

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Joan Brunwasser is a co-founder of Citizens for Election Reform (CER) which since 2005 existed for the sole purpose of raising the public awareness of the critical need for election reform. Our goal: to restore fair, accurate, transparent, secure elections where votes are cast in private and counted in public. Because the problems with electronic (computerized) voting systems include a lack of (more...)

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