CUSTOMER EXPERIENCE RESULTS

Transcription

1 2018 CUSTOMER EXPERIENCE RESULTS

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3 TABLE OF CONTENTS LETTER FROM SETH HALL, SENIOR VICE PRESIDENT, CUSTOMER SERVICE...2 RECOGNITIONS, AWARDS AND ACCOLADES...3 MAKING THINGS EASIER FOR YOU... 4 ROLE OF CUSTOMER SERVICE SURVEYS AND FEEDBACK... 5 STATISTICS ABOUT PHLY...12 PHLYCustomerService A N N U A L S U R V E Y R E S U L T S

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5 Valued Customers, This is the seventh consecutive year where I get to say, it is my pleasure to share Philadelphia Insurance Companies (PHLY) Customer Service Annual Report. As I am hopeful you know, ensuring you have an appropriate service experience at every touch point is one of PHLY s key tenets of success. To deliver on this goal, we must be completely and genuinely connected with our customers. We need honest feedback about problems and where we need to focus to help improve our overall service delivery. With that said, I am thrilled to share that we ve seen a meaningful increase in overall satisfaction in 2018 moving from 95% last year to 96.2% this year. We also saw significant improvement in the perception of how quickly we are resolving issues. The increase in immediate problem resolution was significant; clearly indicating our efforts to improve this part of our service delivery is working. On behalf of the entire Philadelphia Insurance Companies team, I thank everyone who so willingly and honestly shares their thoughts and perspectives with us. We will keep working to earn your trust and exceed the expectations you hold for Philadelphia Insurance Companies to deliver even greater value. Seth W. Hall Senior Vice President, Customer Service 2

6 RECOGNITION Customer Service has always been a cornerstone of success at Philadelphia Insurance Companies. Once again we have received external validation that our focus and energy on service pays dividends. From record-setting retention levels to the externally based awards and accolades, 2018 proved to be a successful year for customer service at our company. Listed below are a few of those indicators of success. AWARDS AND ACCOLADES PHLY has long been recognized as a great place to work. These three accolades given to PHLY in 2018 validate that we believe creating a great place to work is the foundation for establishing a strong service culture. Best Places to Work in Insurance ( ninth consecutive year ) Best Places to Work in Pennsylvania ( tenth consecutive year ) Top Workplaces in Philadelphia ( ninth consecutive year ) PHLY is honored to be recognized as a member of Wards Top 50 for its eighteenth consecutive year. American Business Awards The Stevie Awards comprise the business industry s premier accolades, including the prestigious American Business Awards (ABA) and Stevie Awards for Sales and Customer Service. PHLY earned its eleventh Stevie Award with the 2018 Silver Stevie Award for Customer Service Department of the Year. PHLY has also won two Gold Stevie Awards for Customer Service Contact Center of the Year, three Silver Stevie Awards for Customer Service Department of the Year, and one Silver Stevie Award for Customer Service Team of the Year, Account Management. ACE Awards For the sixth consecutive year PHLY earned Confirmit ACE (Achievement in Customer Excellence) Awards. This program celebrates outstanding achievement in customer satisfaction, employee satisfaction, and partner satisfaction. Receiving a Confirmit ACE Award is a distinct honor that demonstrates the recipient s rigorous application of customer feedback processes and its outstanding performance as measured by those processes. PHLY also received the 2018 Confirmit ACE Judge s Choice Award for B2B. 3

7 CUSTOMER-EXCLUSIVE RESOURCES Loss Assistance Hotline PHLY provides our Management & Professional Liability policyholders with 2 FREE HOURS of legal consultation with knowledgeable attorneys on any matter that could potentially result in a claim under a PHLY policy. Convenient Online Portal Log into MyPHLY.com to review billing and payment history, view and print invoices and policy documents, and update your PHLY account profile information. Installment Plans Available We provide payment installments for accounts that generate at least $2,000 in premium. PAYMENT IS EASY! Mail Your Payment Philadelphia Insurance Companies P.O. Box Philadelphia, PA Pay By Phone (Payment is Option 1) Pay Online PHLY.com/MyPHLY CLAIMS First party automobile losses settled in ten days or less Newly reported and opened claims acknowledged the same or next business day National claims representation with Commercial Liability Claims Examiner niche expertise Subrogation and Recovery Examiners are exclusively dedicated to recovering policyholder paid losses 24/7 experienced and efficient claims service - consistent staff and industry leading paperless capabilities RISK MANAGEMENT SERVICES Product specific web-based Risk Management Services resources through PHLY.com No additional cost risk management solutions for sexual abuse, active shooter, bullying, and many other exposures Learning Management System with over 60 courses at no additional cost Regular e-flyer communications on current industry issues and Large Loss Lessons Learned Strategic partnership solution for background and motor vehicle record (MVR) checks at preferred pricing CONTACT PHLY CUSTOMER SERVICE Available Monday - Friday from 8:30 a.m. to 8:00 p.m. ET Call service@phly.com PHLY.com Live Chat 4

8 ROLE OF THE CUSTOMER SURVEYS AND FEEDBACK PHLY s Voice of the Customer program (VOC) was launched in 2011 and takes a focused approach to gathering customer feedback and developing ways in which to make it actionable for employees across the organization. Our leadership team made the conscious decision to listen to the feedback and then use it to drive business decisions. We can collect all the data in the world, but unless we actually pay attention and act on it, those efforts are futile. Each week PHLY Customer Service management reviews a case solution report outlining survey responses that indicate an opportunity for service recovery. We have a dedicated team of professionals reaching out to those customers to repair a broken relationship, provide needed service, or simply explain and apologize for not being able to accommodate a request. The true value comes in tracking the cause of those negative surveys and adjusting or revising business practices that result in negative outcomes. Each month every Marketing Regional Vice President receives a report of feedback about service requests, risk management, and claims for accounts in their region. Armed with this knowledge, they can apply a broader understanding of the service you receive to grow the relationships between Philadelphia Insurance Companies and its customers. Each year we invite random agency and insured contacts on record to complete our Annual Customer Service Survey. The next few pages outline the feedback provided from the 4,229 responses we received for Our goal is to take the feedback you provide us and continuously improve the experience and service delivered to you, our customer. 5

9 STATISTICS Responder Demographics Percentage of respondents that were agents: 78 The remaining 22% are policyholders How Do You Contact PHLY? 57% by 29% by phone 4% by internet/chat 2% in person 5% through agent/broker 3% other This reflects an increase in when compared to 2017 results. Telephone saw a slight decrease but is still a popular means of contacting PHLY. 6

10 Overall Customer Service Satisfaction 96.2 Philadelphia Insurance Companies prides itself in listening to your feedback and implementing changes to enhance the customer experience. Overall satisfaction increased by 1.2% from 2017, and we continue to be determined to exceed your expectations. Thank you to our customers who indicated that they would recommend PHLY to a colleague or prospective customer. This is reflected in our strong Net Promoter Score (NPS) of We pride ourselves on our reputation and are thrilled that you would entrust us to service others you know. Sufficient Information on the Internet PHLY.com continues to evolve as new design trends, techniques, and ideas surface. Analyzing the site s design, content, and features as well as reviewing feedback on a regular basis helped us identify areas in need of improvement. PHLY is currently planning for website enhancements in 2019, and we look forward to seeing a shift next year with more responses in the Strongly Agree category. 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% % Strongly Agree Agree Neutral Disagree Strongly Disagree 7 SECONDS Average Speed of Answer 250,000 Total Number of Service Inquiries handled by the Contact Center in a year

11 Effective, User-Friendly Technology We are pleased that many of our customers find PHLY.com effective and easy to use. Ease of doing business is a top priority in business relationships, and in the coming years technology will be at the foundation of these relationships. We intend to maintain focus on providing effective, user-friendly technology to continue to serve our customers Agree Strongly Agree Neutral Disagree Strongly Disagree Did Not Respond Duration to Resolve Problem At PHLY we strive to make sure all problems are resolved, but we know there is always room for improvement. We are pleased to report that we were able to advance our resolution time in the Immediate category in We uphold our commitment to being responsive, accountable, and equipped with the right skills to resolve issues immediately. In a time when a response or an answer is expected immediately, our employees are working to deliver on those expectations while providing accurate and comprehensive information. 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% % 0.0% Immediate Less than one Between 2-3 Between 4-5 More than a Problem still day days days week not resolved 8

12 Calls Needed to Reach Resolution Our ability to resolve issues within the first request remained constant this year. Our efforts in 2019 will continue to focus on increasing this percentage as we continue to train our staff and to educate our customers. 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% % Once Twice Three Times More than Three Times Invoice Satisfaction In October 2018 PHLY launched a new billing system to increase efficiency and flexibility while providing true agency billing and redesigned commission statements. We re confident increased invoice satisfaction will be one of many positive outcomes our customers will experience with the new billing system. 50.0% 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% % 0.0% Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 9

13 Flexibility in Underwriting Service PHLY prides itself in having a team comprised of driven Marketing staff, supportive Account Executives, and creative Underwriters. Seventy-two percent of responses indicate that customers Strongly Agree or Agree that PHLY shows flexibility in underwriting as compared to 70% in We continue to increase our efforts around flexibility in decision-making while maintaining niche industry knowledge Agree Strongly Agree Neutral Disagree Strongly Disagree Did Not Respond New Quote Turnaround Time Approximately 71% of respondents were Very Satisfied or Satisfied when asked about renewal turnaround times. Our Very Satisfied category reflects an increase year over year. In 2016 our Small Business Unit (SBU) implemented a Quick Quote triage method that streamlined the processing of new business submissions by reducing touch points to improve handling time. We are glad to see this contributed to enhancing our customers experience. 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% % 0.0% Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 10

14 Renewal Turnaround Time Survey responses continue to indicate strong overall satisfaction scores for renewal turnaround times. Our Very Satisfied category reflects an increase year over year. As customer demands change and expectations rise, PHLY is positioning itself to consistently exceed expectations. 50.0% 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% % 5.0% 0.0% Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Endorsement Processing New in 2018, we asked our responders about endorsement processing. Forty-seven percent of survey responses indicated they had endorsements processed within the last six months. PHLY increased authority to our Account Executives to process non-premium-bearing endorsements to quicken their speed of service. Results indicate this enhancement was effective, with 86% of responders stating endorsements are timely and 95% stating they are accurate. We will focus next on reducing the request for additional information and/or follow up needed. 100% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% Processed Timely Processed Accurately Additional Info or Follow Up Needed 11

15 ABOUT PHLY We design, market, and underwrite property and casualty insurance products for niche markets, incorporating value-added coverages and services. We compete on coverage, customized solutions, and consistent pricing, and maintain a disciplined underwriting philosophy. We approach the market through multiple distribution channels: preferred producers, PHLY select producers, independent insurance producers, wholesalers, and the internet. We continuously review and refine our business processes to improve efficiency and the ease of doing business with us. We seek out the best people, provide opportunities, and recognize their achievements. We partner with local and national charitable organizations to give back to the communities we serve. We have 50 offices in 13 regions strategically located throughout the United States. Thank you Thank you for honestly sharing your thoughts and perspectives with us. With your continued partnership we look forward to seeing our results reflect even greater satisfaction in 2019! 12

16 CustomerService Philadelphia Insurance Companies is the marketing name for the insurance company subsidiaries of the Philadelphia Consolidated Holding Corp., a Member of the Tokio Marine Group Philadelphia Consolidated Holding Corp., All Rights Reserved