Seattle, Wash. (June 9, 2011) — Safeco Insurance™ Claims call centers have been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience.”
The recognition is based on a detailed review process of the Safeco Insurance claims contact centers in Spokane, Wash.; Golden, Colo.; Carmel, Ind. and Fairfield, Ohio. The review, which is part of the J.D. Power and Associates Certified Call Center ProgramSM, also included a random survey of Safeco customers.
The certification of Safeco Insurance Claims call centers follows the recent certification of Safeco Insurance Service call centers for the second year in a row.
“This recognition is a testament to Safeco’s commitment to be there when customers and agents need us, especially after a loss.” said Mike Hughes, president, Safeco Insurance. “It’s also a positive reflection of the talented and dedicated professionals we have at each call center and our focus on excellent customer service.”
Each year, the call centers handle more than 2.5 million calls from customers, agents and others involved in the claims process for Safeco Insurance as well as Liberty Mutual Agency Corporation’s regional commercial lines companies.
For certification status, a call center must perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research.
“In achieving certification, Safeco Insurance Claims has demonstrated its commitment to deliver high-quality service to customers through the phone channel,” according to J.D. Power and Associates.
The evaluation criteria include the customer service representatives’ courtesy, knowledge and concern for the customer; promptness in speaking to a customer; and timely resolution of the problem or request.
Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
In business since 1923 and based in Boston, Mass., Safeco Insurance sells personal automobile, homeowners and specialty products through a network of more than 10,000 independent insurance agencies throughout the United States. Safeco is a Liberty Mutual Insurance company.
Boston-based Liberty Mutual Insurance is a diversified insurer and the third largest property and casualty insurer in the U.S. based on 2013 direct premiums written as reported by the National Association of Insurance Commissioners. Liberty Mutual Insurance also ranks 76th on the Fortune 100 list of largest U.S. corporations, based on 2013 revenue.
For more information about Safeco Insurance, go to www.Safeco.com.