Pure insurance12/15/2023 ![]() They wanted more visbility into the claims process and access to important policy documents outside of PURE office hours. Available today.Īs PURE continued to grow, its customers's expectations grew. By the time you’ve finished reading it, you will have a much better understanding of steps PURE took to get the community up and running, why they chose Community Cloud, and how the community works. We’ve created the e-book, Why I Built My Community: PURE Insurance, to explore how PURE transformed its relationship with members using Community Cloud. To meet the needs of its customers, PURE turned to Community Cloud. PURE's customers wanted increased transparency and a greater ability to help themselves rather than relying on PURE's agents. PURE was looking for a way to differentiate itself from competitors and align business and customer interests. After the training, employees pair up and work together on their development areas.įor more information about how PURE Insurance built a customer-obsessed business model that is helping it thrive in the insurance industry, read the full report.PURE Insurance is a member-owned insurance exchange company, meaning that customers are the heart of their business model. They then spend a day in training, using role-playing scenario to practice how to respond to different emotional states. Employees first complete evaluations that assess self-awareness and other traits. The company worked with TalentSmart to develop the PURE EQ program. To help them provide great experiences, PURE trains and coaches employees on empathy and emotional intelligence. Builds a culture of customer-obsessed, emotionally-intelligent employees. PURE’s employees are critical to delivering its superior member experience. ![]() This process helps the company avoid costly missteps. PURE consults with the panel before deciding to pursue new products or services. PURE’s average claims settlement in this category has been $14,000, and customers with jewelry claims are significantly happier. PURE also reviews new product and service ideas with a committee of customers. PURE’s Subscribers Advisory Committee (SAC) is a customer panel that advises senior leaders on decisions and speaks for the membership. Given the high-net-worth of its customers, however, jewelry collections were often worth significantly more than $5,000, so PURE raised this coverage amount to $50,000. Like other insurers, PURE limited its coverage within the homeowners policy for lost jewelry to a maximum of $5,000. For example, it noticed that customers were unhappy with the settlements they received for jewelry claims. It reviews the survey results, looking for patterns and opportunities - and often finds them. PURE surveys all customers who have a claim interaction with the company.
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