Agent News

Hear from 3CU Vice President of Customer Operations and Loss Control about how we deliver superior customer experiences, from kickoff meetings to all-hands-on-deck account management sessions.

How does 3CU outperform the industry from a customer service standpoint?

SB: Quite simply, we keep our promises and deliver superior execution. I know most companies say that, but we truly are a partnership-based company. To achieve best results, we want customers to be as involved as possible. We encourage it. The same goes for our brokers – we ensure that the way we serve customers is done in partnership with the broker and that our service platforms are running parallel.

It starts with our underwriting team working closely with broker partners long before we receive a submission. We continually educate our brokers about why we believe 3CU is different and how we drive better results for insureds – with programs like kickoff meetings and account management processes.

Each insured is provided with a dedicated claims adjuster to handle all claims needs, and we cap our adjusters at 125 cases so we can proactively manage the process, not just administer it. We believe strongly in providing injured workers with the best medical treatment possible, which is why we use outcomes-based analytics to identify the most appropriate medical providers. Unfortunately, fraudulent claims are a reality in our business. We diligently fight fraud on many levels, with proven techniques and an in-house investigative unit.

What’s the advantage of 3CU kickoff meetings?

SB: Within the first 60 days of writing a policy, we conduct a kickoff meeting to get broker partners and policyholders on the same page. We make sure we understand an insured’s operation from a best practices perspective and drive home our loss control processes. It’s where we integrate our service team to make sure there are no gaps in servicing throughout the policy year.

It’s where we make sure we understand our customer and that they understand our processes. It’s a successful way to establish expectations and make sure there are no surprises. We also address operational differences. For example, trucking claims are reported differently than construction claims. We walk through these sorts of things at each kickoff meeting.

On top of that, we teach insureds about our robust risk management information system, which provides advanced analytics and account management capabilities for them and agents. Finally, we establish our loss control service plan to offer the most effective results for customers. At the end of that day, our focus is on material customer improvements.

How do quarterly account management (QAM) meetings improve accounts?
SB: Once a quarter, 3CU staff discusses customers’ account performance. The discussion involves a customer’s assigned claims, underwriting and loss control reps, regional director and a member of the executive team. These QAMs are our proven way to create coordinated communication between all departments, identify any servicing issues and share true solutions with customers and brokers. We review account metrics for positive or negative trends, find ways to improve or add value, and begin real implementation of solutions while everyone is in the room. It’s a system we’re continually improving, as our goal is to be as effective as possible.

These high-touch programs allow us to maintain strong partnerships with both customers and brokers. To learn more about our approach, and how we partner with brokers to achieve successful outcomes, contact your 3CU business development consultant.