How We’re Listening and Learning From You

How We’re Listening and Learning From You

Your satisfaction is very important to us. We want to work better for you, and we’re asking you to help us accomplish that goal.

For years, we have been measuring your customer service experience, and you have repeatedly given our Customer Service team a 99% satisfaction rating. The Service team celebrates when you tell us that we are meeting your expectations. When you say that we didn’t, they have reviewed their procedures, resulting in new programs, such as our call-back option to avoid long hold times during high call volumes, along with more online opportunities to manage your policies.

You’ve also aided our Claims department, which has implemented new technology to accentuate your customer experience. A major improvement has been the new electronic transfer of funds, providing customers much quicker financial assistance when there is a claim.

We feel it’s crucial that we maintain that level of service, and your insight is invaluable. That’s why California Casualty offers ongoing surveys to customers like you. What you think about what we are doing right, and where we fall short, makes a difference. All the feedback you provide is added to our Net Promoter Score.

The Net Promoter Score helps us stay focused on what you think is important. We review and share your open-ended comments with all levels of the company. You give us a benchmark of what we do right over time, and your constructive criticism helps effect change that benefits customers.

So far, we have completed 15 Net Promoter Score surveys.

“While the trend in the score over time gives some directional information, the real value of the survey is the specific written comments we receive. These highlight the things that we do well, but also show some of the interactions where we could have improved,” said California Casualty CEO and President, Joe Volponi.

Many of those sentiments from the Net Promoter Score are echoed in California Casualty’s Trustpilot reviews. Free and open to all, Trustpilot is considered the most powerful review platform with a mission of bringing people and companies together to create ever-improving experiences for everyone. Trustpilot has recorded more than 71 million reviews, connecting consumers to businesses and improving business engagement and collaboration with consumers.

Your 1,456 reviews of California Casualty on Trustpilot have provided us a real-time measure of what you are thinking. While a majority have been positive, others have assisted us in fixing areas where we fell short in giving you the ultimate customer experience. We invite you to read our Trustpilot reviews and give one of your own at www.trustpilot.com/reviews/calcas.com.

While more than 90% of you have told us that you would recommend California Casualty to family members or colleagues, we still are not satisfied.

We have recently added new ways to measure how we are living up to our promise to give you a great customer experience.

We are now asking you to take a short survey after talking with a Customer Service advisor, determining if we resolved your issue and if you would refer us to others. We are also asking anyone who contacts our Sales team if they were satisfied and if we met their expectations.

If you took part in one of these surveys, thank you.

Engaging with you – listening and learning – is all part of our effort to deliver the best insurance experience that our valued customers and group partners deserve. You work hard to make our communities better, and we appreciate all that you do.

We are an insurance company that cares. That means we are part of people’s lives when the worst happens, and how we handle the task is what makes us different.

TAKEAWAY: Please help us improve by completing the survey offered after contacting California Casualty. You can also find our Trustpilot reviews and connect with us via social media at our blog page, www.mycalcas.com.

Introducing Our Social Media Scientist

Who would have thought that an insurance company would focus on a strong social media presence? We did. After all, it’s a great way to connect with you.

Meet Chloe, our social media scientist.

On a daily basis, Chloe is the online heart of our organization; creating and sharing content, resources, and occasional “aww moments” that inform and entertain you.

“I love social media, and like the rest of the world, I am glued to my phone,” she said. “What attracted me to the job with California Casualty is the writing/blogging involved.”

Working out of our Leawood, Kansas office, Chloe is a Kansas girl who loves the Kansas City Chiefs. She and her fiance, Trevor, also love to travel, go to concerts, and hang out with their dog, Maverick, a 1-year-old border collie mix.

Originally from Cherokee, a small town in southeast Kansas that she describes as “a place with no stoplights, and a 30-minute drive to find a Walmart,” Chloe graduated from Pittsburg State University with a B.A. in Communication/Public Relations and a minor in Marketing. “Through college, I wrote for a blog and I loved it. I remember when my second post got published and there were 20,000 shares – I FREAKED OUT!”

Her goal at California Casualty is to learn more about you and create posts that ignite your interest.

“Let’s face it, insurance can be confusing,” says Chloe. “I try to find facts and details that people may not know about their coverage – like how renters insurance can cost less than college textbooks or how you get free ID theft protection with your policy – anything to make the posts a little more interesting and entice readers to go to our blog to learn more.”

“However, I strongly believe that our insureds don’t want to just see just insurance facts on their feeds. While keeping insurance posts in the mix is important, I like to go with a ‘we get it’ strategy – highlighting that California Casualty understands that teachers work 10-plus hours a day and some days just want a funny classroom meme to make them smile; or that the media sometimes show first responders in a dark light, so here’s an officer breakdancing with a child or a firefighter bringing groceries to the elderly. When you understand the audience and what they want to see, you start seeing engagement go up.”

And, engagement on our various social media platforms is definitely up. Since Chloe took the reins, the numbers have shot up. “Our social engagement has more than doubled since Chloe came on board,” said California Casualty Social and Digital Marketing Manager, Demian Tallman.

Chloe finds it inspiring interacting with audiences across the platforms. “We are very active on all of our social media sites. We love to hear about the difference our policyholders are making in their departments, classrooms, and communities, and we would be happy to feature more of them.”

She also appreciates hearing from and interacting with many of you who have taken the opportunity, via the various social media platforms we offer, to say hi or share with others. One important follower gives Chloe a lot of feedback. It’s her mom, a dispatcher for a county sheriff’s department, who has taught Chloe firsthand about the stress and challenges of being called to work in the middle of the night because of violent storms or missing holidays because of work. “It taught me to have so much respect for dispatchers and their spouses.” Oh, and one of Chloe’s aunts is a high school science and astronomy teacher, who also gives her advice.

You will find many avenues to follow, learn about, and engage with California Casualty.

Chloe’s favorite is Facebook, where there are more than 120,000 followers, but she hopes that you will follow California Casualty on your favorite platform. “That way, they can keep up with news and helpful information pertaining to their professions, which are posted daily. Another cool thing we do on social media (and probably the favorite thing for our readers) is giveaways and contests.”

Here’s a list of where to find us:

Facebook: @CaliforniaCasualty

Twitter: @CalCasInsurance

Instagram: @CalCasInsurance

LinkedIn: @California Casualty (there’s a space between the words)

Pinterest: California Casualty

YouTube: CalCasInsurance

Spotify: Cal Cas

 

Chloe highlighted a couple of her – and your –  favorite posts. One was about a nine-year-old boy who started a GoFundMe and raised $80,000 to purchase bulletproof vests for K9 dogs (“How could anyone not love that?”) that garnered hundreds of likes and shares and reached over 10,000 people. Another is a new page of educator printables, downloadable posters, and interactive activities that are free to use (https://mycalcas.com/printables-for-teachers/).

Chloe added this invitation: “Follow us and enjoy the fun.”

TAKEAWAY: Connect and share with Chloe and California Casualty at our blog, www.mycalcas.com, and scroll down on that page to find the various other social media available.

 

Building Stronger Hearts And Minds

“Learn, Adapt, Grow.”

Our Field Marketing managers are literally the “faces” of California Casualty, visiting schools, fire and police stations, hospitals and healthcare facilities, as well as attending group benefit fairs, orientations and charitable events. Year after year, they strive to improve on their skill sets to provide the best service for you and the groups to which you belong. Learn Adapt Grow

We believe strongly in investing time and effort to help them succeed. To facilitate this effort, our Field team attends a yearly Partner Relations Summer Meeting. The goal of the three-day gathering is to discuss best practices, share success stories, and learn new ideas. This year’s theme was “Learn, Adapt, Grow.”

Some of this year’s highlights included discussions about better time management, the importance of self-care, adapting to challenges in the insurance industry, and enhancing relationships with the groups/vocations that we serve. Our Field representatives came away with new valuable lessons on providing you with exceptional service.

Important breakout sessions included:

  • Understanding insurance fraud and how California Casualty protects customers from being victims of fraudulent activities
  • Products and services that differentiate California Casualty from other insurance companies
  • A refresher of the many tools California Casualty provides for informing group members about their auto and home insurance benefits and how to market them
  • The importance of helping individuals to strengthen our partnerships
  • A wellness presentation on simple tactics to stay healthy and how to be the best for others
  • A recognition ceremony and award presentation for the high achievers of our Partner Relations team

“I am amazed at how hard every one of our team works each day for our affinity groups and their members,” said Midwest Field Team Manager, Rebecca (Becky) Stumpf. “Sharing stories, having a better understanding of our products, and fulfilling our promises provides us better tools to serve and strengthen those partnerships.”

Amy Grosso, Assistant Vice President of Field Relations for the East, noted the value of the meeting to help build team unity and re-energize our Partner Relations team. “This is the one time, each year, that remote-based employees get together to build rapport, introduce new members, and recognize our annual award recipients. They leave this meeting with new ideas and energy that will enhance their relationships in the field and improve productivity,” she said.

Katelyn Hoffman, Field Marketing Manager for Missouri, said, “The amount of time and thought put into this meeting was amazing and truly appreciated. I am proud to be part of such an impressive organization – not only because the company is great, but I love our mission of helping those in public service create better lives for themselves and their families.”

California Field Marketing Manager Chris Renn and Washington Senior Field Marketing Manager Michelle Hawkins both agreed that the time spent at the meeting was not only valuable for them personally, but will enhance their efforts working with you. “I have a lot more tools to provide fresher and more specific information at the right time to better serve my groups,” said Chris.

Michelle added, “I always come back from the meeting with a huge to-do list. I am inspired by my peers to push myself a little more here and there to benefit our valued partners.”

You will soon be seeing our knowledgeable Field team members at your place of work or other work-related events. They will be invigorated to share the many ways California Casualty is looking out for you. They can also give you details on our many giving programs, like the $7,500 Garage Makeover for public safety, $2,500 Academic Award for educators, and the Music and Arts Grants for schools.

We appreciate all that you do, and our people are ready to serve you.

TAKEAWAY: California Casualty Field Marketing team members are in your community to meet you and show the benefits of our auto and home insurance through your affiliation. Learn more about our personalized service at www.calcas.com/why-california-casualty.

Annual Summer Meeting for Our Partner Relations Field Team

One of the keys to California Casualty’s success over the past 105 years is our Field Marketing team. They are literally the “faces” of California Casualty, visiting schools, fire and police stations, hospitals and healthcare facilities, as well as attending group benefit fairs, orientations and charitable events. They strive, year after year, to improve their skill set to provide the best service for members and the groups they belong to. California Casualty believes strongly in investing time and effort to help them succeed.

To facilitate this effort, our Field Marketing managers attend a yearly Partner Relations Summer Meeting. The goal of the three-day gathering is to discuss best practices, compare success stories, and learn new ideas. This year’s theme was “Learn, Adapt, Grow.”

Some of this year’s highlights included discussions better time management, the importance of self-care, and adapting to challenges in the insurance industry and the groups/vocations that we serve. Our Field representatives were given valuable lessons on individual changes they can make to help them provide you with more exceptional service, claims help, new products, and to communicate the value and benefits available for your specific needs.

“I am amazed how hard every one of the Partner Relations members works each day for our partners and their members,” said Midwest Field Team Manager, Rebecca Stumpf. “Sharing stories, having a better understanding of our products, and following up on our promise to help group members gives us all better tools to serve our groups, thus strengthening our ties with those groups.”

Amy Grosso, Field Team Manager for the East, noted the value of the meeting to help build team-unity and re-energize our Partner Relations team. “This is the one time, each year, that remote based employees get together to build rapport, introduce new team members, and recognize our annual award recipients. They leave this meeting with new ideas and energy that will enhance their relationships in the field and improve productivity,” she said.

Katelyn Hoffman, Field Marketing Manager for Missouri, feels that the training will benefit her and the partner organizations that she works with. “The amount of time and thought put into this meeting was amazing and truly appreciated. I am proud to be part of such an amazing organization – not only because the company is great, but I love our mission of helping those in public service create better lives for themselves and their families.”

California Field Marketing Manager Chris Renn and Washington Senior Field Marketing Manager Michelle Hawkins both agree that the time spent at the meeting was not only valuable for them personally, but for their efforts working with you. “I have a lot more tools to provide better, fresher, and more specific information at the right time to better serve my groups,” said Chris.

Michelle added, “I always come back from the meeting with a huge to-do list. I am inspired by my peers to push myself a little more here and there to benefit our valued partners.”

And, first-year New Jersey representative, Nikisha Feliciano, observed that the meeting has given her a new confidence in her role. “It was great to meet my colleagues and share different scenarios on how to be better at our job. I have a better understanding of our company and what it represents.”

Nikisha added that as a new employee, “I am honored to work with such an amazing group of people, and I am very grateful for the training and opportunities that have been offered to help me be more successful.”

We appreciate all that you do. Our employees are ready to provide you with the quality service and special benefits that you deserve.

 

TAKEAWAY: California Casualty Field Marketing team members are in your community to meet you and show the benefits of our auto and home insurance through your affiliation. Learn more about our personal touch at: calcas.com/why-california-casualty.

From A Child’s Perspective

This Behind the Scenes has a different angle than in previous issues. Instead of highlighting what we do, we want to take a moment to show you an inspiring project that highlights what you do.

California Casualty has worked with first responder groups for decades. As your insurance provider, we know you as fathers, mothers, sisters and brothers – real people who dedicate themselves to making a difference for the world we live in.

To invite others to share our admiration for all that you do, we recently launched a video series that captures a behind-the-scenes look at those in uniform. Filmed by Wide Awake Films, the uplifting videos feature heartwarming interactions between first responders and children in their community.

In A Day With Law Enforcement, two kids, Jayden and Giselle, got the chance of a lifetime – spending a day meeting and riding with police officers. The videos highlight the interactions that broke down preconceived notions, and allowed the children to view police officers as real people.

“They were really nice…when you actually get to meet a cop – actually meet them – like others say, ‘you never judge a book by its cover,’” said Jayden.

“They’re just trying to do their job and they are putting their life on the line,” added Giselle.

In the other series, A Day With Firefighters, viewers are treated to 8-year-old Journey’s incredible day riding in a fire truck, meeting firefighters – from recruits to the fire chief – and showing his stop-drop-and-roll move.

“I think if I got to do what he did today when I was eight years old, it would have opened my eyes,” said one firefighter. “The community is only as good as the people who protect and service it…we all have a part in making our community a good place to live. It was a rewarding day for the both of us.”

“They have to be very brave because they are close to the fire and stuff,” said Journey.  “Today was a very good day,” he added.

“We’ve worked with first responders for 50 years and are proud to give a glimpse of the people making a real difference for our communities,” said California Casualty Social Media Manager, Demian Tallman.

So far, there have been almost 367,000 views of the videos. You can see for yourself how Jayden and Giselle felt after their day-in-the-life at https://mycalcas.com/leoheroesvideo/.

You can also watch Journey’s great day with his firefighter friends at https://mycalcas.com/2019/04/ffheroes/.

TAKEAWAY:

We invite you to see our extensive video library, which offers insurance resources and highlights the professions we serve, at https://www.youtube.com/user/CalCasInsurance/videos.

Breaking The Insurance Mold To Better Serve You

Beau Brown
Chief Executive Officer

Spring is when we at California Casualty take a moment to reflect on the previous year and look forward to new ways of serving you.

We’ve just held 2019 kickoff gatherings in our Claims, Customer Service, Partner Relations, Sales and Underwriting departments. Teams came together to share experiences, discuss areas of improvement, and detail new initiatives, with the common goal of providing the protection and service that you deserve.

Exceptional customer experience is our priority. From implementing updated software, streamlined processes, and lessons learned, we are well-equipped for this year and the future.

Staying true to our 105-year history of personalized care, California Casualty is finding innovative ways to continue to follow our founding principles of putting the customer first, and delivering on our obligations with high ethics and business integrity.

In his 2019 message to the company, fourth-generation CEO, Beau Brown, highlighted how proud he felt watching employees come together for policyholders following the various disasters of 2018: Hurricanes Florence and Michael, damaging Rocky Mountain hailstorms, and deadly fires in California.

Beau recognized the concerted effort by everyone at California Casualty, saying, “While many of our employees did not directly talk to customers in the aftermath of these disasters, you all did your part to support what was a company-wide team effort to fulfill our promises. I am very proud of everyone who gave so much to serve the people we insure. Thank you.”

While other companies are focusing more on profits, we remain steadfast in our focus on you. As the year progresses, we’ll share more details surrounding the initiatives that will directly impact you as we improve our way of doing business. These will include easier-to-read policy documents, less paperwork, and quicker conversations as our systems improve. It’s how we plan to maintain some of the best Customer Service and Claims satisfaction ratings in the industry – which were 98 percent and 96 percent, respectively, for 2018.

TAKEAWAY:

Read more about California Casualty, our people and our mission to help others in our Annual Report, found at https://www.calcas.com/Our-Company.

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