Recently, an Arbella insured filed a claim after his car was hit by a police cruiser. Mathew Seropian, Claim Service Center representative, spoke with a third-party representative for the police officer about the claim. With just a small amount of information, Mat was able to locate the insured's policy and get the claim started right away. Mat handed the claim off to Ursula Bannish, a CSS in the Springfield claim office, who was then able to call the representative back within a few hours.
Because of Mat's level of customer service—his responsiveness, kindness, and professional manner—the rep told Ursula that as someone who has been in the insurance business for more than 40 years, he has never been as impressed as he was with Mathew's service. He explained that other insurance companies do not have the same level of service that Arbella has. Although it's a standard practice at Arbella, he explained that not only would he normally have to wait 2-3 weeks to receive a call back from another company, but more importantly, the claim representatives he's encountered do not have the kind of professionalism and respect that the Arbella Claim department is widely known for.
Mat explained that it was really just another day on the job for him. "My goal is to treat everyone—not just customers—with respect. It's what I do every day, but once in a while the service we give here in the Claim department really strikes a chord. It's rewarding to know that the way we deliver our claim service truly makes a positive difference in other people's lives, and I'm proud to work for a company that so highly values the work we do to make that happen."