Farmers Mutual Hail has been known for its outstanding claim service for generations. FMH adjusters receive training above and beyond the RMA requirements, and are dedicated to the company’s core value of service.
Throughout the entire 2016 Reinsurance Year, FMH surveyed policyholders about their adjuster and claim experience, and received responses from 3,511 customers. The results reflected the company’s emphasis on creating a positive claim experience for the customer.
Using the Net Promoter Score™ methodology*, FMH’s overall claims experience score for RY 2016 is 80.1, which places the company in the “World Class” category of customer service. To qualify as World Class, a company must achieve a score of 75 or higher.
This score is also an improvement from RY 2015, which scored at 77.6.
FMH based the customer’s true overall experience on the likelihood they would promote the company. Customers were asked to measure on a scale of 0-10 the likelihood that they would recommend FMH to another producer.
- 84.9 percent selected 9-10
- 10.3 percent selected 7-8
- 4.8 percent selected 0-6
The Net Promoter Score™ methodology categorizes the scores into three descriptive groups: scores from 0-6 are considered detractors; scores from 7-8 are considered neutral; and scores from 9-10 are considered promoters. The net score is the promoter score minus the detractor score.
Applying this methodology to the FMH results, the FMH net score – or overall claims experience – is 80.1.