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Your partner for Personal Lines and Small Business Growth

Established in 1999 and located in Columbus, Ohio, our service center is staffed with agency-experienced and licensed professionals. We provide routine service calls, policy changes, general questions, certificate requests, quotes, problem resolution, claims reporting, billing questions, and bi-annual account reviews. Our personalized approach, live phone support, licensed agents, and use of advanced agency management systems make us the preferred choice of agencies. Customer survey responses consistently indicate high satisfaction levels.

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Your partner for Personal Lines and Small Business Growth

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  1. Your partner for Personal Lines and Small Business Growth

  2. Service Center History • Established in 1999 • Located in Columbus, Ohio • Staff is agency-experienced & licensed (20 years average insurance experience)

  3. Why do agencies hire us? • Small commercial and personal lines can be unprofitable business for agencies • Allows agencies to focus their talent on larger, more profitable accounts and production of new business • Can reduce agency expenses

  4. What does the Service Center do? • Routine service calls (phone answered with live person) • Policy changes • General Questions • Certificate requests • Quotes • Problem resolution • Claims reporting • Billing questions • Bi-annual account reviews

  5. What makes us different? • We answer the phone with a live person • All CSRs are licensed agents • Most have agency experience • Develop personal relationships by assigning a primary CSR for each agency • Use Applied agency mgmt system (but can still download into agency’s system)

  6. Why do agencies keep us? • Their customers receive great service • Customer Survey responses tell the story: • Exceeds Expectations: 74.5% • Meets Expectations: 24.7% • Below Expectations <1% • Account Retention: 90%

  7. How do agencies stay connected? • Agencies have access to their data via Wescom and other Westfield systems • Monthly reports • Book of Business • Survey card results • Telephone transfer capability

  8. What fees/minimums are there? • Trilogy / Horizon Agency Fee 2% for Small Business and Personal Lines • Partner agencies 3% • Must have minimum of $250k premium in service center by end of year 2 to keep discounted pricing

  9. References: • Leni Magill: Market Financial Group – PL Crystal Lake, IL 815-526-4094 • Lou Mitchell: Sihle Insurance Group - CL Orlando, FL 407-869-0962 • Kaye Ladd: The Crichton Group – PL/CL Nashville, TN 615-986-6115

  10. Meet some of our people…

  11. Ann Nelson Service Center Leader Related Experience: 33 years “We answer the phone with a LIVE person and develop personalized relationships with each customer as opposed to a large call center where customers may never get the same CSR answering their call twice.”

  12. Account Representative Related Experience: 25 years “I’ve had some customers so long, I recognize them by their voice. I really love my customers, and I fight for them!” Karen

  13. Personal Lines Unit Leader Related Experience: 34 years “I was a Westfield agent for 27 years and when I started looking for work with a carrier, Westfield was my first choice. The people are wonderful, I know the products and I’m excited to work for Westfield.” Linda

  14. Account Technician Related Experience: 40 years “We check all changes for accuracy, compare renewals, and add system notes. Problems with a new policy or endorsement are corrected before the customer is impacted.” Bea

  15. Please contact your Westfield Underwriting Region Leader for details or contact Ann Nelson at 1-800-552-9146 to arrange an introductory conference call. Don’t forget to check out our virtual tour video at www.westfieldservices.com/service-center

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