Videos showcase policyholders and adjusters sharing powerful stories of positive customer experiences
NEEDHAM, Mass. – July 7, 2015 – Enservio Inc. today announced the release of five more “Making it Right” videos in its award-winning web series that interviews insurance claims adjusters going the extra mile to provide exceptional customer service. The new videos are based on letters written to ASI, the 15th largest homeowners carrier in the United States, by policyholders expressing their high regard and satisfaction with their claims adjusters.
“In this new batch of five videos, we wanted to highlight the post-claim policyholder perspective,” said Joel Makhluf, Senior Director of Marketing for Enservio. “We began the process with reviewing the letters policyholders had sent to ASI and were thrilled to see these homeowner customers willingly come forward to share their insurer experiences. It’s a great feeling to see policyholders sitting down with their adjusters and being so happy with their final outcomes.”
In the video “The Message,” homeowner Kelly Conrad Simon of Texas recounts a historic wildfire that engulfed her home. Her mother’s phone message said, “You have to come home, but there is no home.” Fortunately, ASI’s catastrophe adjuster came to the rescue by providing temporary housing and advanced funding. Kelly eventually received a check for the value of her home. “I was now free to move forward with my life,” Kelly said.
“The Sirens” video interviews the Conleys, a husband and wife retelling a time when emergency response sirens alerted them of an oncoming tornado. “We were in the basement on blankets, trying to protect our kids,” said Mrs. Conley. The gale forces rolled the couple’s 26-foot RV camper against the side of their home. ASI field adjuster Tucker Patch said, “The whole claim is not just about writing a check; it’s a holistic experience, where you’re helping someone get their life back.” The Conleys said, “Friends of ours said we wish we had a Tucker.”
Walter Gregg moved south to Florida to retire and was surprised to discover a sudden severe hailstorm battered his home. Having never filed a claim before, he told his insurer, ASI, “Treat me like you would treat your own father.” ASI rose to the occasion. “We always try to find a solution that works for everybody,” Tucker said.
Court room drama unfolds in “The Apology” video as ASI senior claims adjuster Charlotte McGill-Colyer relates an arson hearing involving the defendant, a single mother with young daughters. The arsonist pleaded guilty yet took time out to thank Charlotte in front of the judge, saying: “She treated me with nothing but kindness and respect.”
In “Amazing Grace,” human compassion is on full display as desk adjuster Robin Treanor recounts her time helping an insured who experienced a devastating pipe burst that leaked 70,000 gallons of water into the home. Robin worked tirelessly to help the insured become whole again and when the tables were turned and Robin was the one in need of help of a different kind, the insured was there for her. “He literally prayed out loud for me over the phone while having his dinner in a sports bar,” Robin said. “That was a very special blessing for me.”
“The level of service experienced by policyholders is a testament that ASI has a passionate team of employees who deliver exceptional service with Attitude, Speed, and Innovation™,” said Patrick McCrink, ASI’s Vice President of Claims. “It’s extremely valuable for a company to receive feedback from policyholders who want to share their customer experiences.”
The "Making it Right" series has won national recognition by the marketing community. The international MarCom Awards named Enservio as a 2014 Gold Award winner, and the Interactive Media Council honored the series with an “Outstanding Achievement” award.
To view these and other videos in the series, visit www.enservio.com/makingitright.
ASI specializes in personal and commercial property insurance, personal umbrella insurance, and primary and excess flood insurance. ASI offers coverage in 30 markets and plans to be nationwide by 2017.
The group, which is rated A (Excellent) by A.M. Best Co., is headquartered in St. Petersburg, Fla., and offers career opportunities across the nation. The company currently writes more than $1 billion of premium and maintains over $650 million in surplus. For more information about ASI and its career opportunities, visit www.americanstrategic.com. Connect with ASI via LinkedIn (http://us.linkedin.com/company/american-strategic-insurance), Twitter (https://twitter.com/asisocial), and Facebook (https://www.facebook.com/asisocial).
Enservio® offers the industry’s most robust contents software platform as well as world-class contents claim services that bring value to the entire spectrum of contents claim management. Insurance carriers rely on the Enservio platform to achieve the highest quality business outcome for their contents programs, driving superior policyholder satisfaction and efficient workflow. Founded in 2004, Enservio is headquartered in Needham, Mass., with offices and professional staff across the U.S. For additional information, visit the company's website, www.enservio.com, or call 888-567-7557. Connect with Enservio via LinkedIn (http://us.linkedin.com/company/enservio), Twitter (https://twitter.com/enservio), and Facebook (https://www.facebook.com/enservio).
Enservio is a registered trademark of Enservio Inc. All other trademarks referenced are the property of their respective holders.