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July 7, 2014

Amica Insurance: Where Customer Service Is No Laughing Matter

By Joan Brunwasser

Amica received our 12th JD Power award for customer satisfaction in homeowners insurance. We received highest honors for the NE region in the JD Power 2014 US Auto Insurance Study.This is the 15th year in a row that JD Power has recognized us for customer satisfaction with auto insurers. We were also so proud to finish first in the 2013 Best Places to Work in RI competition, an event at which our corporate office was honored.

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the Amica trophy case
the Amica trophy case
(Image by Amica Insurance)
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My guest today is Vince Burks, Senior Assistant Vice President and Communications Director at Amica Mutual Insurance Company, whose headquarters are in Lincoln, Rhode Island. Welcome to OpEdNews, Vince.

Joan Brunwasser: I understand that you have been with the company just shy of 30 years. That's more and more of a rarity these days. What attracted you to Amica in the first place?

Vince Burks: Hello, Joan. Thanks for giving me an opportunity to tell Amica's story.

Regarding what attracted me to Amica: To be very candid, it was close to 30 years ago, and I was simply looking for a job. I was on my way to an interview with a different company, and I walked by a head hunter's office. I asked him if it was OK if I stopped by after my interview to discuss other job opportunities.

So, later that afternoon when we met, he asked me three questions:

1. Have you ever thought about working in the insurance industry?

2. Have you ever thought about being an adjuster?

3. Have you ever heard of Amica?

I politely responded that I had never thought about working in the insurance industry, being an adjuster did not particularly appeal to me, and I had never heard of this company called "Amica."

As we talked more, and he asked me more questions about myself, he told me that, regardless of my feelings, he felt that I would be a very good fit for this company. He said, "Trust me -- what do you have to lose? I will set up an interview for you at their local branch."

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.


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:

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.


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.

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.


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.




Authors Website: http://www.opednews.com/author/author79.html

Authors Bio:

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 transparency and the ability to accurately check and authenticate the vote cast, these systems can alter election results and therefore are simply antithetical to democratic principles and functioning.



Since the pivotal 2004 Presidential election, Joan has come to see the connection between a broken election system, a dysfunctional, corporate media and a total lack of campaign finance reform. This has led her to enlarge the parameters of her writing to include interviews with whistle-blowers and articulate others who give a view quite different from that presented by the mainstream media. She also turns the spotlight on activists and ordinary folks who are striving to make a difference, to clean up and improve their corner of the world. By focusing on these intrepid individuals, she gives hope and inspiration to those who might otherwise be turned off and alienated. She also interviews people in the arts in all their variations - authors, journalists, filmmakers, actors, playwrights, and artists. Why? The bottom line: without art and inspiration, we lose one of the best parts of ourselves. And we're all in this together. If Joan can keep even one of her fellow citizens going another day, she considers her job well done.


When Joan hit one million page views, OEN Managing Editor, Meryl Ann Butler interviewed her, turning interviewer briefly into interviewee. Read the interview here.


While the news is often quite depressing, Joan nevertheless strives to maintain her mantra: "Grab life now in an exuberant embrace!"


Joan has been Election Integrity Editor for OpEdNews since December, 2005. Her articles also appear at Huffington Post, RepublicMedia.TV and Scoop.co.nz.

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