Like family

At Family Heritage Life Insurance Co. of America, customer service starts when the phone rings. Instead of an automated menu that demands navigation to reach a representative, a live person answers the phone.

Speed, convenience and simplicity define the customer experience at the company, which is headed by Howard Lewis, Family Heritage Life’s founder, president and CEO.

Family Heritage Life aims to process claims within 10 days. If claims examiners need more information, rather than sending a request to the customer, they track it down themselves from the hospital or doctor.

Policy files used to be stored in a central file room, so when policyholders called with questions, representatives had to retrieve the file before they could provide answers. In 2008, the company invested in new software that allowed employees to scan policies into the system, speeding the retrieval rate.

For the convenience of their policyholders, Family Heritage Life offers direct deposits of claims payments as well as direct deductions of premiums. But the company noticed policyholders were changing bank accounts and forgetting to notify representatives of the switch. So in 2008, Family Heritage Life created the position of conservation specialist who contacts policyholders whose premium payments weren’t drafted into their accounts. Last year alone, the new role protected 355 policyholders with a simple phone call.

The concept of treating customers like family is introduced during employees’ initial training. In 2008, the company implemented its Inside Track program, in which managers and supervisors from each department provide overviews of their responsibilities to new hires. During these lunchtime meetings, the department heads also share examples of their customer service experience.

Reinforcement of this philosophy continues throughout employees’ careers. For example, whenever a testimonial is received, it’s e-mailed to all employees to illustrate how their efforts impact the lives of customers.

How to reach: Family Heritage Life Insurance Co. of America, (440) 922-5200 or www.familyheritagelife.com