Your actions make a difference in customers' lives

I received a claim about a year ago, the policy holder was difficult to reach and when I did make contact, he was difficult to understand. I was able to get the vehicle picked up and inspected. I was a total loss. I reached to Settle and that is when I was informed by the Policy holder that he was a Veteran and was severely I'll due to Cancer and treatment. I thanked him for his service and promised I would help him in any way I could.

I extended his Rental till the last day of his policy and advised him to not worry; I kept up with him as usual and made sure he knew we cared. Each conversation was lighthearted and made sure I got a laugh out of him.

He was grateful, and towards the end of the claim he asked me for my CM and Directors email so he could share his experience with them. I was actually hesitant at first because, it was a service that in my opinion was owed to him and any member going through hard times.

This claim helped me realize that we never know what our members or customers may be experiencing and we need to always keep that in mind.

Principles Delivered:

Effortless

• Present information clearly
• Streamline processes

Personal

• Build relationships
• Respond quickly and completely

Reassuring

• Share knowledge and insights
• Communicate openly and with ownership
• Protect data and assets

Customer Helped:
Members

I support members and distribution partners by enabling integrated portfolio planning that aligns strategy, funding, and technology so the right work is prioritized and delivered at the right time. Specifically, through managing the SM CL Support Intake for both IT-enabled and non-IT efforts, I support business requestors in identifying, articulating, evaluating, and advancing the requested initiatives that most effectively improve experiences and outcomes for our customers and distribution professionals in a collaborative, supportive environment.

Principles Delivered:

Customer Helped:
Members & Distribution Professionals

Principles Delivered:

Effortless

• Present information clearly
• Streamline processes
• Think and act one step ahead

Personal

• Build relationships
• Help achieve goals
• Respond quickly and completely

Reassuring

• Share knowledge and insights
• Communicate openly and with ownership
• Protect data and assets

Customer Helped:
Members & Distribution Professionals

As a claims leader, I deliver exceptional customer service by intentionally empowering and educating associates to approach every interaction with clarity, empathy, and confidence. I ensure associates fully understand policy coverages, the claims process, and the importance of setting clear expectations at the beginning of the claim. Associates are educated not only on what information to provide, but why these conversations are critical to the customer experience. This enables them to clearly explain best and worst case scenarios and prepare customers for all potential outcomes.

Principles Delivered:

Effortless

• Present information clearly
• Streamline processes
• Think and act one step ahead

Customer Helped:
Members & Distribution Professionals

It’s important to build rapport and establish a genuine human connection with customers. There is tremendous value in having real conversations rather than simply relaying information to move a claim forward. I make a conscious effort to pick up on something personal the customer shares and use that to help build rapport.

Principles Delivered:

Customer Helped:
Members

Went beyond to insure our work is quality

Principles Delivered:

Customer Helped:
Members

Went beyond to insure our work is quality

Principles Delivered:

Customer Helped:
Members

Working with customers and resolving issues and treating them how you would like to be treated if you were in there shoes

Principles Delivered:

Customer Helped:
Members

I consistently demonstrate Nationwide’s core values by putting the customer at the center of every interaction. I begin each inspection with a professional introduction, a warm demeanor, and clear communication. I invite insureds to share their experience and walk me through the damages, practicing active listening to understand both the facts of the claim and their concerns or emotional state. I reassure them that while the situation may be stressful, we will navigate the process together and that I am there to support them.

Principles Delivered:

Effortless

• Present information clearly
• Streamline processes
• Think and act one step ahead

Customer Helped:
Members

I work in auto md I have been a OYS shop manager prior to Nationwide. Face to face for 15 years and now in virtual Auto

Principles Delivered:

Customer Helped:
Members & Distribution Professionals

Insureds wife became ill during the claim and we could not continue with the claim till she was out of the hospital. I called insured weekly and let him know that his wife is more important. I continued to reassured him that we can continue with the claim once she is well. This was very comforting to the insured and he was able to focus on his wife and not his home. He thanks me over and over again and we have build a trusting relationship. When his wife became better we were able to proceed forward and he is so happy with the out come.

Principles Delivered:

Personal

• Build relationships
• Help achieve goals
• Respond quickly and completely

Customer Helped:
Members

Show empathy and listen to each new customer

Principles Delivered:

Effortless

• Present information clearly
• Streamline processes
• Think and act one step ahead

Customer Helped:
Members

The member had a small fire in the oven and the fire department was called. They placed the old oven in the front yard and member is physically unable to move it to it is not an eyesore to other neighbors.

I provided claim money to member to purchase a new oven and stayed with member while she was online ordering a new one from a local National Appliance store. I made sure member checked the box that allowed the appliance vendor to pick up the damaged oven when they delivered the new one. Member was grateful and said she never would have known to do this. She thought she would be stuck with an old fire damaged oven in her front yard until a junk collector or metal scrapper would come and take it.

Principles Delivered:

Customer Helped:
Members

supporting the Nationwide Commercial lines systems, from quote to binding an account, when the Agent User is unable to complete the task, or encounters a system error, quick, responsive action is needed to help the agent representing Nationwide to provide prompt accurate quotes.

Based on the errors encountered by agents, a pattern is sometimes noted which will identify if a training tool is needed to assist the user right there during the entry or is a system change needed to be considered to have an ease of doing business experience with our systems.

Business designs the rules, IT must implement and provide guidance for a user friendly experience.

Principles Delivered:

Personal

• Build relationships
• Help achieve goals
• Respond quickly and completely

Customer Helped:
Members & Distribution Professionals