The Dovetail: Strengthening Partnerships Through Feedback and Action

By Lindsey DiGangi, AVP – Marketing

When you trust your client’s insurance to Pennsylvania Lumbermens Mutual Insurance Company, you instantly gain a partner in your efforts to best serve them. As with any partnership, the relationship is a two-way street. That’s why we take feedback from you and your clients so seriously. Two years ago, we introduced our net promoter score program, meant to solicit 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 and your clients. 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 you and your client’s 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 our stakeholders are seeking from their insurance carrier.

Our stakeholders can expect to hear from PLM:

When your client has a claim: Your clients buy insurance for the promise that their 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 for a business owner. We seek to make this process as easy as possible so they can return your focus to your business. As their broker, you are intimately involved in this process and bring a unique perspective to the claims handling process.

Your feedback when your client’s 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 your client’s loss control survey: As a business owner, your client makes a commitment to keep their employees, their customers, and their community safe. This commitment starts at their operations. PLM is a partner in risk management efforts through periodic on-site and virtual loss control surveys. The insured should leave these appointments with a heightened risk awareness and the tools and knowledge to uphold that commitment they make.

While these surveys go exclusively to your client, rest assured that their 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 our insured and 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 our customers and partners.

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 our stakeholders.

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 and your clients.

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.