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Life Arts    H2'ed 7/7/14

Amica Insurance: Where Customer Service Is No Laughing Matter

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Amica was recognized as a J.D. Power 2014 Customer Champion. We are honored to be included on this elite list of 50 U.S. companies that focus on service excellence.

Amica is also proud to have received our 12th J.D. Power award for customer satisfaction in homeowners insurance. We were ranked "Highest in Customer Satisfaction Among National Homeowner Insurers" in the J.D. Power 2013 U.S. Household Insurance and Bundling Study. Our overall satisfaction score in the study is 842 (out of 1,000), 55 points higher than the industry average of 787.

Additionally, Amica has received highest honors for the New England region in the J.D. Power 2014 U.S. Auto Insurance Study. This is the 15th year in a row that J.D. Power has recognized Amica for customer satisfaction with auto insurers. Amica's index score of 868 (on a 1,000-point scale) is 73 points higher than the regional average.

We're honored to receive these public acknowledgements for customer service because it confirms that our policyholders value what we do. But we also tremendously value our employees and the work environment at Amica. That's why we were so proud to finish first in the 2013 Best Places to Work in Rhode Island competition, an event at which our corporate office was honored.

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JB: I'm not at all surprised by Amica's many awards over the years. I first heard about your company after my former boss was dumped by her insurance company because she was rear-ended on the highway or something similar that was clearly not her fault. She promptly Googled insurance and customer satisfaction and voila, Amica's name came up at the top of the list. I've been on board with Amica since 2001 and I have nothing but good things to say about my own experience in general and Andrea Smolek, my rep, in particular: she's extremely professional but open to questions, caring, helpful, a fellow mom and dog lover. Who could ask for anything more?

But I was equally gratified to hear that Amica is a good employer. When companies are more often downsizing and slashing benefits and employment security is a distant memory, what specifically makes Amica such a good place to work?

VB: There are many aspects that contribute to our culture and favorable work environment. We provide competitive pay and a generous benefits package. Benefits include a 401(k) plan, in which we match dollar for dollar for the first six percent of the employee's contribution, and a pension plan.

We also provide comprehensive medical benefits, with reduced premiums for those who participate in our wellness programs. We have a fitness center at our corporate office and provide reimbursement to branch office employees who work out at local gyms.

But it's not only about benefits. It's about the daily encounters our employees have with each other and our customers. Our executive team is very accessible and leads by example, and that approach is noted and emulated at all levels of the organization.

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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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