Recognitions
Associate Stories
C
Shared by: combsg5@nationwide.com | from: Personal Lines
A long-tenured agency partner notified me late at night that they had experienced a significant hailstorm in their area that night. I told him that I would alert our claims team and that he should reach out to me if he needed any assistance. I sent a quick message to our claims team alerting them early the next morning and followed up with the agency. I have stayed in touch with the agency to ensure all is going well and he has responded that they are satisfied with our response.
Principles Delivered:
Effortless
- Streamline processes
- Think and act one step ahead
Personal
- Build relationships
- Respond quickly and completely
Reassuring
- Communicate openly and with ownership
Customer Helped:
Members & Distribution Professionals
...expand
Recognitions
Associate Stories
N
Shared by: NELSOND2@nationwide.com | from: Personal Lines
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
...expand
Recognitions
Associate Stories
M
Shared by: MONTGR4@nationwide.com | from: Personal Lines
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
...expand
Recognitions
Associate Stories
Z
Shared by: zitor1@nationwide.com | from: Personal Lines
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
...expand
Recognitions
Associate Stories
W
Shared by: WRIGHT18@nationwide.com | from: Personal Lines
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
...expand
Recognitions
Associate Stories
Y
Shared by: YOSTA8@nationwide.com | from: Personal Lines
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.
I build trust through transparency by clearly explaining what I will be doing on-site so insureds feel informed and confident in my actions. After completing the inspection, I review the claim process, estimate, and payment details with the insured, directing them to the specific pages that explain each step. I adapt my approach based on the insured’s needs—providing efficient summaries for those familiar with the process or taking additional time to explain details for those who are not. In those cases, I often encourage note taking so they feel confident after I leave.
I demonstrate accountability by ensuring insureds have my direct contact information, encouraging them to save it as “Amber / Nationwide,” and setting clear expectations for follow-up. I strongly believe in 100% accountability and consistently follow through on my commitments. When delivering unfavorable coverage decisions, I lead with empathy and clearly explain the reasoning to ensure understanding. Through caring, clear communication, and reliability, I reinforce Nationwide’s commitment to doing the right thing for our members.
Principles Delivered:
Effortless
- Present information clearly
- Streamline processes
- Think and act one step ahead
Customer Helped:
Members
...expand
Recognitions
Associate Stories
T
Shared by: THOMASK4@nationwide.com | from: Personal Lines
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
...expand
Home
Customer Insights
Trends
Recognitions
Academy
About Mosaic
