Super Bowl LIV: the San Francisco 49ers vs. the Kansas City Chiefs was a very special game for us here at California Casualty. Not only was it the biggest football game of the year, but it was also the most important to our offices
As you might know, our headquarters are in San Mateo (SMO), California, 30 minutes outside of San Francisco; however, we also have a service center located in Kansas City (KSC).
So, in honor of both of our favorite teams facing off against each other, we decided to come together and do the same. As a company, we created our own in-office Super Bowl named, “Super Bowl LIV: Battle of the Offices.”
The Battle of the Offices may not have been as aggressive as the big game, but it was every bit as intense, as the offices battled against each other to raise money for local charities. CalCas employees in each office put money down on their Super Bowl favorite, knowing all proceeds would go to a charity in the hometown of the winner.
To encourage participation, a CalCas executive in each office agreed to match each donation up to the first $100, but thanks to our amazing employees ‒ and the raffle of a Patrick Mahomes jersey ‒ donations started pouring in and those numbers were quickly bypassed!
To keep track of who was in the lead, daily emails were sent to employees, along with some “friendly” trash-talking, of course. As the week went on and anticipation for the Super Bowl grew larger, so did the Battle of the Offices. Remote employees and field marketing managers living in different states even started sending in their donations to join in on the fun.
The offices were neck and neck all the way up until the end, much like the last half of the Super Bowl, but in this battle, California ultimately came out ahead.
The final tally was SMO: $640 – KSC: $623. Making the grand total = $1,263.
However, bragging rights is the only thing SMO will have to show for their victory, because the Kansas City Chiefs won Super Bowl LIV in a come-from-behind victory against the San Francisco 49ers! Meaning all proceeds raised from the Battle of the Offices will go to the Sunflower House, a non-profit children’s advocacy and abuse prevention center in the Kansas City metro area.
Thank you to both offices for all of the hard work you put in to make the Battle of the Offices a success, and congratulations to the Kansas City Chiefs ‒ your Super Bowl LIV Champions!
TAKEAWAY: To see what other fun activities California Casualty’s employees enjoy, follow us on Facebook, Instagram or Pinterest and visit our blog at MyCalCas.com.
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.
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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:
LinkedIn: @California Casualty (there’s a space between the words)
Pinterest: California Casualty
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.