A Presence in the Community
Claims that cannot effectively be handled by telephone are assigned to one of our local employee adjusters or appraisers. Special investigative units, which are critical to early detection of fraud, and house counsel operations, which provide more control over claims involving litigation, are also locally based in many of our Urban Zones
Delivering on Our Promises
To retain and grow our book of business we must provide fast, convenient and courteous service to policyholders, agents and third-party claimants. Our new centralized claims call center has improved our resolution process by utilizing a fast-action unit that not only takes the loss information, but is equipped to resolve more common property damage accidents during the initial call, without assigning the claim to an adjuster in the field. Those claims that cannot be handled by telephone are promptly assigned to a specialist best suited to adjust the claim. This process has resulted in shorter cycle times and improved customer satisfaction.