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EODB Update
By Chandler Cox
Late last year we provided the results of our Ease of Doing Business Survey. I would now like to give you an update on the actions we've taken in response to those results.
American Mining retained Deep Customer Connections to conduct an independent, unbiased survey of our agents to determine what was most important to them and how we could make it easier to write business with us. Most of our agents participated in the survey. In fact, we were very pleased with the participation rate.
Results of the survey were presented to American Mining's Senior Management and our Underwriting Department last fall. A workshop was conducted by the President of Deep Customer Connections to discuss the implications of the survey data and how we would respond. Out of the workshop came an action plan, which we have been implementing the last ten months.
Our first action step was the creation of a new business email address (newbusiness@AmericanMining.com). Having a portal dedicated exclusively to new business allows us to evaluate submissions more thoroughly and efficiently. Our goal is to let the agent know what additional information we need and ask all of our questions promptly.
Soon after creating the new business portal, we simplified our Employee Census form which is a required supplement for all Workers' Compensation submissions including renewals. The amount of data required to complete the census has been reduced, especially for accounts that do not have black lung exposure. In addition, when requesting an updated census for a renewal policy, we are now including a copy of the prior census as a convenience for the policyholder. In the next twelve months, we anticipate being able to receive census data and premium payments electronically.
Our updated website is scheduled to be launched in a couple of weeks (more details to follow). It will have a crisp, new design that is easy to navigate and will provide you with the information and forms needed for account submissions. With the proper login and password, our agents and policyholders will also have the ability to submit claims and obtain loss runs.
We hope you are pleased with the initial steps that we have taken to make doing business with American Mining more simple and efficient. There is more to come. Stay tuned!
Continuing Education - The Pathway to Success
A recent JD Powers survey on insurance companies asked the respondents to evaluate their level of Customer Satisfaction with their insurance carrier. The survey's five top-ranked insurance carriers had an average of 15% of their employees enrolled in AICPCU/IIA programs; those companies with the lowest Customer Satisfaction rates had an average employee participation rate of only 1.5% in the AICPCU/IIA programs.
These survey results suggest that a high degree of correlation exists between corporate performance, and the level of engagement of its employees in continuing education and professional development. In a knowledge based industry such as ours, the sustaining lifeblood of an organization is the sum total of the company's "intellectual capital" --and the collective talent, experience, skills, of all employees.
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Good Customer Service is Good Business
A followup from Jim Park.
You have a choice every morning--whether to be enthusiastic or not—choose enthusiasm
Do you remember my story about the store clerk and the raincoat I bought? He went the extra mile....
Set yourself apart, go the extra mile, provide value to your customer
Do something special for someone today
And remember—you are the voice and face of American Mining Insurance Company
By The Numbers
The current year loss ratios do not include a provision for incurred but not reported claims. Accordingly, they are merely an indication of how the year is progressing
