Compliance – dedicated resources for maintaining adjuster licenses; state-by-state compliance library

Customer service and satisfaction – 24/7 loss reporting; “Beyond Standard” customer satisfaction training for adjusters; follow up phone surveys

Payment accuracy – industry experts lead hands-on training and indemnity audits; strong relationships with MS/B and Symbility; dedicated pricing desk

Quality – focus on file requirements and authority levels; development and adherence to best practices

Recoveries – centralized, in-house recoveries unit, dedicated databases and processes

Catastrophe management – 30k CAT claims across 43 states handled in 2011; utilize employee adjusters whenever possible; people, process, and technology in place to facilitate strong CAT response from planning through execution

Partner relationships – valuable feedback to underwriting and product

Fraud prevention – dedicated special investigative unit

Expertise – personal lines supported