May Edition of the Innovation and Curiosity Newsletter

New Ideas. New Opportunity. Dig Deeper

What's new in the world of innovation and curiosity?

Here's your May update of the Acadia Innovation newsletter, your consolidated source for new innovation happenings at Acadia Insurance. Browse below to learn more!

Curiosity Walls

Take a look at the next page to see the Curiosity walls in the various oces.

Curiosity in Action

Check out how an idea by an employee on the Curiosity Board in Maine has already had some action toward resolution.

The Edge Podcast

Check out the episode of the Edge Podcast about the inside story of the years' long campaign to create an equal playing eld within the U.S. tax code for American domiciled insurers; how the pandemic impacted areas of our business such as workers' comp and pharmaceuticals; and gain a better understanding of how shifting party politics has ramications for regulation.

Meet an Active SPARK! User

Find out why it is important to John Spearen to be actively engaged in Acadia's innovation efforts.

Knowledge Check

Answer an innovation question for the chance to win a prize!

Dig Deeper Campaign

Dig Deeper and Stay Curious

Every Client Has A Problem. Do You Know What It Is?

Curiosity Walls

The Connecticut, Maine, Massachusetts, Syracuse and Twin States oces have set their curiosity walls. Thank you to those that have shared their thoughts. Reminder that the walls are posted as a place to share those customer problems that you hear while listening to others.

Curiosity in Action

Recently we achieved a small win to enhance our insured bill pay experience.  On the Westbrook Curiosity Board, Joan Gallant (Director, Billing) posted a customerproblem , put simply as “Customers do not like our online payment site”.  After a few more discussions with Joan to understand the root of the problem, a small group of folks came together for a short meeting, representing both business and IT.  There were very clear issues identied, that were supported by direct customer experience feedback.  We were able to discover key issues created by user behavior as well as a lack of transparency with the system.  As an example, if a customer keyed in their account number incorrectly, they were not alerted to the fact that they may not be viewing their correct bill – and had the potential to pay the wrong one.  After raising the issue with the company that supports the payment website, a fast change was made to help the customer identify the proper account…and we are pursuing additional areas to help provide a better experience!

Maine

Massachusetts

Twin States Syracuse

Connecticut

New Ideas. New Opportunity. Dig Deeper

The Edge Podcast

New Ideas. New Opportunity. Dig Deeper

A new episode of Berkley's "The Edge" podcast was recently launched. Click on the episode description below to take a listen:

GovernmentImpactonBerkley'sStatusQuofeaturingJo-MarieSt.Martin, WRBCVicePresidentforFederalGovernmentRelations

There is a saying that "all politics is local". But how do the body politic and the role of government relate to our industry? And how do they impact the functions we take for granted every day as we go about our work?

In this episode of The Edge, Jo-Marie St. Martin will take us through a step-by-step discussion of the greater political context in which we operate as an industry and a company. Learn the inside story of the years' long campaign to create an equal playing eld within the U.S. tax code for American domiciled insurers, as opposed to those headquartered abroad; hear how the pandemic impacted areas of our business such as workers' comp and pharmaceuticals; and gain a better understanding of how shifting party politics has ramications for regulation and for how we deploy our resources and make long-term decisions. Discover the industry "hot buttons" looking ahead. How do we adapt and prepare to address them with exibility and forethought, to strengthen our position for the future?

The Edge Podcast Suggestions Needed!

Do you have a person and/or theme related to innovation that would make a good podcast? Submit a podcast idea and be ed for a prize. Please submit entries to Matt McManus or Brittany Emerson.

Meet an Activ ARK! User

We are continuing to highlight Acadia team members that are (the most) actively engaged in SPARK! The next active SPARK! user is John Spearen, Senior Rating Technician in our Maine branch We askedJohn:

Why is it important to you to be actively engaged in Acadia’s Innovation efforts?

"It is important to me to be actively engaged in Acadia's Innovation efforts because I believe it's easy to get stuck in your ways. Insurance is not a one size ts all. That's what I like about it. I believe in innovation wholeheartedly because to me its fun to look at current processes and ask the question of why. Why do we do it this way? Why don't we do it this way? Through this type of thinking I am able to come up with possible solutions and submit them in SPARK! and have my coworkers respond back and feed off my ideas. I also believe being innovative gives the company an edge on the competition and in return allows us to be more protable. Lastly, I believe it creates a better work environment by making things simpler and easier, and also allows you to connect with coworkers in a way that allows both sides to be actively engaged.

Knowledge Check

Answer our next Knowledge Check question to win a special prize! Click on the green button to the left to submit your answer.

Next Knowledge Check: Where can you share your customer centric ideas or curiosities? Click Here to Answer the Next Knowledge Check!