Secrets Behind Customer Satisfaction: Insights from Erie and Amica

Delivering a top-tier claims experience is a cornerstone for insurers like Erie Insurance and Amica Mutual Insurance. These companies consistently rank among J.D. Power’s highest for customer satisfaction in both property and auto claims. Their leaders recently shared key strategies that underpin their success.

At Erie Insurance, the focus lies in recruiting service-oriented employees and equipping them with robust technical training. Their state-of-the-art 52,000-square-foot learning center provides hands-on education, including vehicle repair bays and a model home built with 400 materials. Cody Cook, Erie’s senior vice president of claims, emphasized the company’s culture of empathy and service, which extends beyond the claims department and partners with 14,000 independent agents across 12 states.

Meanwhile, Amica Mutual Insurance prioritizes transparency and empathy. Ranked highest in J.D. Power’s 2024 property claims study, Amica ensures customers understand the claims process and timelines upfront, especially in light of material and labor shortages. Karen Chiappinelli, assistant vice president of the claims executive department, noted that clear communication fosters trust and reduces anxiety, even when claim resolution times are longer.

The shared emphasis on service, technical training, and communication sets Erie and Amica apart, offering valuable lessons for other insurers seeking to improve customer satisfaction.