WORCESTER, Mass., Feb. 13, 2012 /PRNewswire/ -- The Hanover
Insurance Group (NYSE: THG), a leading provider of property and
casualty insurance products nationwide, today announced that it has
significantly enhanced its Customer Service Center. The new
distinctive capabilities enable independent agents to now offer
even more value for their small business and personal lines
customers, while creating a consistently excellent service
experience.
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Working as an extension of its agent partners' operations, The
Hanover's Customer Service Center
enhancements will help agencies take both their commercial and
personal lines businesses to the next level. Among the enhanced
services are:
- All calls are answered by a "live," licensed professional in
the company's Atlanta,
Howell, Mich. and Worcester, Mass. service center locations.
And, extended service hours are offered to allow for greater
customer convenience.
- Annual personalized outbound phone call to every commercial
customer who is serviced by The Hanover's center. Each call is from a licensed
professional who reviews exposures and needs, to offer them the
right coverages.
- Licensed professionals are now available to support agencies
that receive inquiries from potential customers. They review needs
and will provide a quote, as appropriate. This unique service is
successfully closing nearly 50% of quotes.
- Disaster recovery services for when an agency becomes
inaccessible due to an event such as catastrophic weather, so their
customers' claims questions and insurance needs can still be
handled with minimal interruption.
"The Hanover's Customer Service
Center has brought real value to our agency, helping to reduce
expenses, redeploy resources and become more sales focused," said
P. Marshall Fleming, president and
chief executive officer of Bankers Insurance. "It is more
agency-based and customer-focused than any other customer service
center we have been dealing with across the board."
"All of our enhanced services were developed in conjunction with
our independent agent partners to create a concierge-like
experience, which builds on the company's innovative model and is
geared to help enable agents' succeed," said Kristen Park, vice president of operations at
The Hanover. "And our unique approach of working closely with
agency customer service representatives on structuring our service
center support model further demonstrates our commitment to an
agency focused approach."
Other agent value-creating offerings from The Hanover's service center are:
- Co-branding with agents, such as letters sent to customers on
agency letterhead
- Agency-specific toll-free numbers with personalized agency
greetings
- Custom marketing materials that reflect and reinforce an
agency's brand
- The ability for each agent to choose the level of service
delivered and accounts processed through the center
- Constant communication and custom reporting to keep the
agencies apprised of customer interactions and changes
"Our philosophy of delivering value-creating customer experience
and high client satisfaction through its center has proven to be
successful, as demonstrated by our 90 percent customer retention
rate," says Park.
Agents who are interested in learning more about how The
Hanover's Customer Service Center
can help them to be more successful in both small commercial and
personal lines should contact their local regional vice
president.
About The Hanover
The Hanover Insurance Group, Inc. (NYSE: THG), based in
Worcester, Mass., is the holding
company for a group of insurers that includes The Hanover Insurance
Company, also based in Worcester,
Citizens Insurance Company of America, headquartered in
Howell, Michigan and Chaucer
Holdings PLC, based in London, and
their affiliates. The Hanover
offers a wide range of property and casualty products and services
to businesses, individuals, and families through a select group of
agents and brokers.
The company is ranked among the top 25 property and casualty
insurers in the United States and
has been meeting its obligations to its agent partners and their
customers for nearly 160 years. Through Chaucer, the company
also underwrites business at Lloyds in all major insurance and
reinsurance classes, balancing global marine, energy, non-marine
and aviation with U.K. motor and nuclear. For more information,
please visit www.hanover.com.
CONTACT:
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Investor Relations
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Media
Relations
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Oksana
Lukasheva
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Amy
Banek
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olukasheva@hanover.com
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abanek@hanover.com
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(508)
855-2063
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(508)
855-4486
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SOURCE The Hanover Insurance Group, Inc.