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 2017 Reinsurance Year for crop and the aligning 2018 calendar year for P&C, FMH surveyed policyholders about their claim experiences and received responses from 4,571 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 2017 (and the aligning 2018 year) for both crop and P&C is 81.1, 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 is the third consecutive year that FMH has used the Net Promoter Score™ methodology to measure the customer experience during claims. The company is happy to report this score continues to improve: in RY 2015, the score was 77.6, and in RY 2016, the score was 80.1.The Net Promoter Score™ methodology bases the customer’s 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.
- 85.9 percent selected 9-10
- 9.3 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 survey results, FMH’s net score – or overall claims experience – is 81.1.