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.
Your business has unique needs and your insurance experience should reflect that. Our goal is to understand what matters to your business. Beyond our tailored coverages and industry-specific risk management, PLM seeks to create a custom experience for you. As an insurance carrier, we are responsible for responding when you need us, and not just when you file a claim. Your experience as a part of the PLM family is important to us every day. That’s why we want to hear directly from you.
We have released our first in a series of surveys to check in with you at various times during your PLM insurance experience. Our first survey is a quarterly check-in with all of our insureds. Although you may be communicating with PLM in a variety of ways, we want to ensure that you have the platform to offer feedback during your policy period. This survey functions as your platform to tell us what is on your 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.
As we expand our survey series over the next few months, we’ll be asking about your specific experiences with PLM claims handling, loss control surveys, customer service calls, and renewal processes, to name a few. Your relationship with PLM is made up of all of these interactions and we are seeking every chance to learn from you.
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. 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 you. Without stockholders in the mix, we can focus our full attention on creating a PLM insurance experience unique to each of our insureds. As we evolve with the industry, 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.
