American Integrity Insurance Announces Its Customer and Agent Satisfaction Survey Results
“As a
The Company achieved equally strong results from its agent satisfaction survey – 97 percent of respondents said they were satisfied or very satisfied with their partnership with
"We don’t use traditional call center metrics like ‘average handle time,’ [which is] how long someone is on the phone," said
American Integrity honors its employees’ personalities and hires top-notch talent by asking unconventional questions during the interview process. Once hired, these associates don't use scripts with customers. "I think a lot of customer service teams fall into that trap of scripting everything out,” said Madigan. “From the customer’s perspective, that can sometimes feel like they’re speaking to a robot."
Additionally, American Integrity is keenly focused on fostering a team-oriented, collaborative culture, where peer recognition is strongly encouraged. “At our quarterly all-employee meetings, employees often take time to acknowledge each other for a job well done in front of the rest of the Company,” says Ritchie. “That type of recognition is priceless, and helps deepen the bond between co-workers.”
As a multiple “Best Workplace” award-winning organization, American Integrity understands the importance of cultivating a high-performing workplace. “We find people with a 'make it happen' spirit. In our staffing models we build in time for people to have some time off the phone to do things that are important to them and that they're passionate about and that ultimately contribute to the business and to our customers too," says Ritchie. By hiring people who are passionate about solving problems, we've had all different types of backgrounds but really it all comes back to this desire and passion for customers."
Ultimately, American Integrity strives to empower its employees, equipping them with the tools and confidence to be productive. “Trust and inspire your employees. That sounds so basic, but I really think it's important to hire the very best people you can, invest in them with leadership and training, and then trust them to do a good job," Madigan stated. "I always tell my team that there's nothing that I can do that they can't do for a customer."
American Integrity’s products include insurance for traditional and high value homes, condos, vacant homes, manufactured homes, and rental properties. Their newest products include umbrella coverage, standalone golf cart insurance and X-wind policies (robust coverage for sudden and accidental losses caused by all named perils excluding wind) to help address a broad range of needs facing today’s
For more information about the company, visit www.aiicfl.com or call 866-968-8390.
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