Farmers Insurance Stays on Top of Keen Customer Engagement

Officials at Farmers Insurance want to engage customers in an ongoing, educational fashion. Listening to customers is critical to gaining keen levels of engagement, nurturing the brand loyalty relationship.

Farmers Insurance’s Summer Seasonal Smarts Digest analyzes trends in summer claims to warn homeowners of sources of potential damage by region, particularly weather hazards like hail and lightning, allowing customers to prevent avoidable damage.

Paul Quinn, Head of Claims Customer Experience for Farmers Insurance, told Loyalty360 that the Seasonal Smarts Digest is released four times per year (spring, summer, fall, winter) and provides drivers and homeowners with knowledgeable, straightforward, and proactive tips to help mitigate potentially dangerous and costly insurance losses. The digest examines a three-year window (2013 -2015) of Farmers historical claims data to identify seasonal perils and the states where they most commonly occur.

“Farmers created the Seasonal Smarts Digest to help keep customers and consumers safe while at home and on the road,” Quinn explained. “Whether receiving helpful tips from their local Farmers Insurance agent or from the Seasonal Smarts Digest, it’s our goal to help our customers understand their insurance options and mitigate their risks by using, or taking advantage of, learnings from our past claims.”

More customers are choosing Farmers for their insurance needs because they recognize that FI provides helpful tips and insights to help them mitigate the risks in their lives.

“Farmers agents and claims representatives have seen a thing or two so they know a thing or two, and can help make our customers safer at home or on the road,” Quinn added. “Many consumers are interested in learning more about their insurance options in a consumer friendly and accessible manner. Providing this type of useful information through the Seasonal Smarts Digest has been favorably received by our customers.”
Listening to its customers is one of the most important things Farmers Insurance does.

“We are continually looking for ways to better understand our customers’ wants and needs,” Quinn explained. “From delivering helpful safety tips through the Seasonal Smarts Digest, to developing an improved online experience on our different digital platforms, we remain focused on listening to our customers and providing them an experience that’s customized for them, or by their feedback.”

At its foundation, customer loyalty can be seen as a measure of how well an organization is able to retain its customers over time, Quinn noted.

“While this way of thinking about customer loyalty may not have changed much in recent years, we have improved how quickly we respond to what our customers want from us,” he said. “It’s not enough to merely listen to customers. Organizations must be able to take customer feedback and swiftly address issues and concerns to keep their loyalty. Proudly, at Farmers, we have a robust system to continuously listen to our customers and implement changes quickly when the need arises.”

Farmers Insurance Seasonal Smarts Digest offers a number of steps travelers can take before leaving and while away from home to reduce potentially unpleasant surprises:

-Unplug anything that doesn’t need to stay plugged in (i.e., televisions and computers).

-Schedule a friend or neighbor to stop by the house randomly (to avoid a pattern or anticipated time) to remove boxes from the doorstep, check the mail, get notices and fliers from the door, etc.

-Consider shutting off the water for your washing machine, dishwasher and toilets if you’re going to be away for an extended period of time. This can help prevent unpleasant surprises when you get home. You can also install wireless leak sensors in flood-prone areas like your basement, laundry room or bathroom, to notify you of leaks before significant damage is done.

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