The Dovetail: Strengthening Partnerships Through Feedback and Action

By Lindsey DiGangi, AVP – Marketing 

When you insure with Pennsylvania Lumbermens Mutual Insurance Company, you instantly gain a partner in your business and risk management efforts. As with any partnership, the relationship works two ways. That’s why we take your feedback so seriously. Two years ago, we introduced our net promoter score program, meant to solicit your candid feedback about your relationship with PLM. We have been lucky to hear from many of our valued insureds and partners and have learned a lot about what we do well and where we can improve.

Today, our average net promoter score is at 70.5, nearly 20 points higher than the national insurance industry average. We attribute these scores to our strong commitment to the industry, our foundation to serve, and the relationships we seek to build and cultivate with you. While we are pleased with our positive trending scores, we know there is always more work to be done.

Over the first half of 2022, you may have seen the introduction of more surveys requesting your feedback. We are working towards a goal of checking in at all the pivotal times during your relationship with PLM to ensure that we are bringing you the experience you are seeking from your insurance carrier.

You can expect to hear from PLM:

When you have a claim: You buy insurance for the promise that your insurance company will respond quickly and fairly in the event of a covered loss. We understand that any loss, big or small, is a stressful moment as a business owner. We seek to make this process as easy as possible so you can return your focus to your business.

Your feedback when your claim closes or periodically during a longer claim process helps us monitor our processes, communications, and relationships to ensure that our experienced claims team is fulfilling that promise every day.

After we complete a loss control survey: As a business owner, you make a commitment to keep your employees, your customers, and your community safe. This commitment starts at your operations. PLM is a partner in your risk management efforts through periodic on-site and virtual loss control surveys. You should leave these appointments with a heightened risk awareness and the tools and knowledge to uphold that commitment you make.

Your feedback during the loss control survey process provides us with information on how we can further enhance our loss control services, seek out relevant vendor partners, and build upon our partnership with you.

When you need us: When you call our experienced customer service team, you are looking for answers. Each of our representatives is trained to investigate your questions and work with you to find solutions.

Your feedback from a customer service experience gives us insight into processes that need to be reviewed and helps us to predict future questions you may have. We use this information to create a better experience for you and all of our customers.

At all the times in between: A partnership with PLM is commitment that we make every day. While we may not be on site with you every day, we are always here to support you. We check in on occasion to see how you are doing. This is the perfect opportunity for you to share any general feedback on your relationship with PLM.

The information we get from these surveys has already led to product and service enhancements, as well as new training topics.

Your feedback is pivotal in our efforts to continuously improve. From the products we create and the services we provide, to the training and expertise of our staff, you have an ability to make an impact through your feedback. As a mutual insurance company, our sole concern is in best serving you.

We encourage to take the moment to respond to the surveys you receive from PLM to help us continuously become a better partner to you.

Be on the lookout as we continue to expand the surveys we provide. If you have any feedback now, I encourage you to reach out to me directly at ldigangi@plmins.com or 267-825-9034.