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Life Arts    H2'ed 7/7/14

Amica Insurance: Where Customer Service Is No Laughing Matter

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When dealing with customers, it is understood by everyone that we place ourselves in their shoes. That philosophy allows us to provide peace of mind, whether they are seeking coverage or filing a claim, and it feels good to work for an organization that is as customer-centric as we are.

JB: It sounds like Amica has its priorities straight. What haven't we talked about yet?

VB: I'd like to emphasize that all of this has to start at the top with consistent messaging and behavior. We are very fortunate to have a CEO and senior management leadership team that truly talk the talk and walk the walk. Employees realize that the commitment from top leadership is real. This is something that you can't fake and must be genuine.

We have what are known as "town meetings" with our employees. Our CEO and top executives from claims, sales and client services and human resources periodically travel to our 40 branch offices to meet with our frontline folks. Leadership is able to directly thank our employees for everything they do and reinforce priorities and company initiatives. Employees also have the opportunity to ask questions on any topic.

This face-to-face interaction and exchange pays huge dividends. It benefits not only our employees, but also our customers, who can sense how committed and engaged our staff is.

JB: Hmmm, forty branch offices. I know you're in the Northeast because you mentioned that and you're based in Rhode Island. I'm in Chicago, so you obviously also have a presence in the Midwest. Where else are you located? I'd like our readers to have a sense of possibility, that perhaps Amica is within their reach.

VB: No matter where you live, Amica isn't too far away. Even if you reside in a state without a branch office, you can still connect with a representative nearby.

Many people think of us as just a New England company. To the contrary, we write coverage in every state but Hawaii. Some of the states in which we have offices include Oregon, California, Nevada, Colorado, Texas, Wisconsin, Illinois, Georgia, Pennsylvania and New York -- just to name a few.

For a complete list of Amica's offices, click here and select the Find an Office tab.

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JB: Thanks so much, Vince. I've enjoyed speaking with you as well as working with your colleagues on a daily basis. In a cynical world, it's a pleasure to report that Amica really deserves all the accolades and awards that you've been collecting over the years.

VB: Thank you, Joan! It has been my pleasure.

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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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