By: Lindsey DiGangi, Corporate Marketing Manager
“How are we doing?” It’s a question we ask ourselves daily at the employee, departmental, and organizational levels.
As an insurance carrier, we provide a service, responding to your clients when they need us and working with you to support their needs. This includes not just claims, but you and your client’s experience every day and each time you work with PLM. Beyond our tailored coverages and industry-specific risk management, PLM seeks to create a custom experience for our insureds and broker partners. That’s why we want to hear directly from you.
We have released our first in a series of surveys to check in at various times during the PLM insurance experience. Our first survey is a quarterly check-in with all of our insureds. Although they may be communicating with PLM in a variety of ways, we want to ensure that our clients have the platform to offer feedback during their policy period. This survey functions as the platform to tell us what is on their mind.
After two months, we have surveyed over half of our current insureds with three simple questions that can be answered in under a minute. The feedback we have received so far has been both reaffirming and eye opening, which is exactly what we hoped to see. Improvements come from reflection, and your participation thus far has given us the insight needed to examine and improve our communications, processes, and training.
Next up is a quarterly survey for you. Our insured survey will be updated to reflect your agency relationship with PLM. As our broker partners, your feedback helps us improve your experience working and growing with us, as well as the experiences of our mutual clients.
As we expand this survey series over the next few months, we’ll be asking both you and your clients about experiences with PLM claims handling, loss control surveys, customer service calls, and renewal processes, to name a few. A relationship with PLM is made up of all of these interactions and we are seeking every chance to learn from you and our clients.
Your survey responses and feedback are reviewed by our management team daily. We are committed to not only following up and taking actions as needed, but to grow and evolve from what we learn. After you receive our broker partner quarterly survey, taking a minute to answer three simple questions will help us understand more about what is important to you and your clients to build mutually beneficial relationships with PLM. Our results show us what to keep doing but, more importantly, the areas where we can grow. Your words have the ability to impact and improve the coverages, services, processes, and relationships that you want and need from us as your insurance carrier.
As a mutual insurance company serving the wood industry for 125 years, our business is your business: our clients. Without stockholders in the mix, we can focus on creating a PLM insurance experience unique to each of our insureds and broker partners. As we evolve with the industries we serve, we grow and evolve with you. So we ask that you please take a moment and tell us, how are we doing?
Have feedback to share now? I welcome your comments personally at ldigangi@plmins.com or 267-825-9034.
