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Your partner for Personal Lines and Small Business Growth

Your partner for Personal Lines and Small Business Growth. Service Center History. Established in 1999 Located in Columbus, Ohio Staff is agency-experienced & licensed (20 years average insurance experience). Why do agencies hire us?.

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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 • Our Customer Survey Cards tell the story: • 2014 Results = 76% Exceeds Expectations, 23% Meets Expectations <1% Below Expectations • 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? • Standard service fee is 4.5% of paid premium (see below for discounts) • Agency Fee 3% for Small Business and Personal Lines with commitment • 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: 27 years “We are just like an agency. We feel we are the agency and can get close to the customer. We develop great relationships with our customers.” April

  13. 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

  14. Account Representative 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

  15. 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

  16. Please contact your Westfield Regional Underwriting Leader for details

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