Going Above and Beyond for Our Customers
Exceptional customer service is core to who we are as well as a promise we make to each of our customers. Our people pour themselves into living up to the highest standards in the industry.
Those who work with us know we take relationships seriously. And serious relationships are built on trust. For 60 years we’ve held to our promise to go above and beyond for our agents and policyholders. For us, it’s the FCCI Way and our legacy.
Every day our teammates look for opportunities to demonstrate our eight corporate pillars. To treat our agents as our customers and to deliver prompt and fair claim service are just two of these. Matthew Raab, FCCI Senior Field Adjuster, Large Loss, exemplifies the tremendous value we place in our relationships. When Hurricane Michael tore through the Gulf Coast, Matthew was in Panama City — one of the hardest hit areas. As a first-party property adjuster, it was Matt who got the call from more than a dozen customers in the area. “Matt was very hands-on with many of the claims that came in,” said Mark Winters, FCCI Florida Property Claims Manager. “In some cases, he was actually helping policyholders move personal items and get their belongings covered. He didn’t just take pictures and tell them we’ll send a check.” Danielle Marshall, Commercial Lines CSR, Galloway-Chandler-McKinney Insurance, LLC., from West Point, Mississippi said, “[Matthew Raab] has been nothing short of fantastic during this whole process. What has impressed us the most is his availability. I have called and emailed with questions on numerous occasions, and he always answers my calls or promptly responds to my emails. I cannot tell you how nice it is to know I can get a question answered for our insured so quickly. I know he must be handling many of these claims, and he never makes us wait for responses. This is truly a rare find!” Another FCCI teammate who demonstrates our corporate pillars is Lisa Dalton, Workers’ Compensation Claims Manager, Midwest Region. A tragic accident in 2018 involving a semi tractor-trailer left a policyholder in Urbana, Illinois, a quadriplegic. The resulting catastrophic workers’ compensation claim was assigned to Lisa. She met with the family shortly after the accident and journeyed with them over the months that followed, helping them transfer the policyholder’s care to a facility specializing in spinal cord and traumatic brain injuries. The facility was instrumental in getting him off a ventilator and to grow strong enough to use a motorized wheelchair. “Lisa defines exceptional customer service,” said Wendy Dean, FCCI Managing Director, Claims. “She delivers the best every day with skill and compassion.” Dean received a letter from USI Insurance Services, commending Lisa, “In every one of my conversations with the client’s wife, she is almost in tears telling me how wonderful Lisa and FCCI have been … [Lisa] has made your company, our agency and the industry proud. I also believe she has made this policyholder a client for life.” Both Matt and Lisa received FCCI’s Team Service Excellence Award in 2018 — an honor given to those who demonstrate a strong commitment to living FCCI’s corporate pillars and building strong relationships with our agents and policyholders.
Matthew Raab
Lisa Dalton
I cannot tell you how nice it is to know I can get a question answered for our insured so quickly.
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