A Hilltop Holdings Publication
2nd/3rd Quarter 2017
MOMENTUM
National Lloyds
Striving for Excellence The growing number of players in the property and casualty insurance market in recent years has contributed to a highly competitive environment in which carriers are aggressively working to differentiate themselves with property owners. For nearly 70 years, Texas-based National Lloyds has been a recognized leader within its market segment, focusing on meeting customers' claim service needs with creative solutions and attention to detail. The key to the company’s ongoing success, according to National Lloyds Senior Vice President of Operations Mitch Jawitz, is excellence. “We strive for excellence in every detail, from policy offerings and insurance products, to our claims and adjustments,” said Jawitz. “We don’t take excellence for granted.” In an industry where growth is fought for tooth and nail, customer retention is a key priority. National Lloyds has always recognized the claims process as its defining opportunity and has invested extensive resources and training over the years to improving the claims experience for customers. “Claim settlement speed and transparency are key,” said John Cox, National Lloyds director of claims. “Slow processes and poor communication result in unhappy customers. We’ve built a highly-skilled team of experienced adjustors and examiners backed by an operations system specifically designed to aid in faster claims processing and precise claims payments.” Property and casualty insurance is a timesensitive business. When a claim is filed, oftentimes it can involve significant property damage, directly impacting the lives of
policyholders. National Lloyds has the people and systems in place to minimize the time between when customers report damages and when the company issues repair estimates. The company has an extensive network of more than 4,500 independent agents across the country. These valuable relationships serve as National Lloyds’ eyes and ears in areas where the company does not have its own team of field agents available to respond. Cox added that professionalism and communication are always top of mind in dealing with customers, as is sensitivity to the situation. “Regardless of the outcome, in working through a claim to bring it to conclusion in compliance with the insurance policy, we continually reinforce the idea of approaching the claims process from the customer’s perspective—treating the situation as if it were our own property that had been damaged,” said Cox. Other areas where National Lloyds works to excel in claims excellence and increase customer satisfaction include accessibility—
making it easy for customers to contact the company to find out the status of their claim— and timely communication—keeping customers informed and up-to-date on the process. “Whether or not a customer’s policy covers the damages, it’s important that we properly explain how their coverage works, working through their claim to bring it to conclusion, always thanking them for their business, and emphasizing the point that if they have any further questions, now they have a relationship with one of our adjustors,” said Cox To foster service excellence, National Lloyds strives to excel in all of its internal business operations, creating a respectful, team-oriented environment for its more than 160 employess. In that way, the circle of excellence goes around. “We are focused on setting high standards in claims management and customer care,” said Cox, “providing comprehensive policies and maintaining an unwavering commitment to policy holders."
Home Makers
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