Venice, Florida – February 4, 2009 – First Guard Insurance Company, a specialty truck physical damage insurer for long-haul truckers, recently reported a 98.5% customer satisfaction rating for claims handling for 2008. As a direct-writer for physical damage insurance, First Guard operates their own in-house claims division that deals with tractor trailer claims on a daily basis. First Guard does not use a third party administrator (TPA). Betsy Stealey, Director of Claims for First Guard Insurance Company, commented “In the truck insurance business, it is extremely important to provide our customers with fast, reliable claims service so they get back on the road as quickly as possible. Receiving such a high customer satisfaction rating is not only gratifying but an achievement that will resonate within the owner operator community.”
Each time a claim is settled a claims survey is automatically sent to the insured. In hopes of increasing the percentage of returned surveys, a self-addressed pre-paid envelope is included. The survey consists of four key questions that target adjuster responsiveness and overall service. Each question is weighed individually and then averaged to compile the overall claims satisfaction rating. For 2008, the satisfaction rating for each question ranged between 97.8% to a high of 99.7%.
“Handling truck claims are not easy,” commented Ed Campbell III, Chairman of First Guard Insurance Company. “But we have the philosophy here that just because a lease owner operator has a claim doesn't mean his business has to come to a halt. It’s quite the opposite when you deal with First Guard. We get them back on the road in no time so business can continue as usual.”
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