YOU SPOKE. WE LISTENED.

Your feedback is very important to us. Below are the 2019 policyholder feedback results and comments you’ve provided along with how we plan to ensure you receive the best insurance experience possible.

Survey highlights

Satisfied to extremely satisfied with ability to report claims 24/7 with live reps

Satisfied to extremely satisfied with ease of doing business with ICW Group

Satisfied to extremely satisfied with ease of understanding communications

Satisfied to extremely satisfied with billing clarity (welcome notices, reminders, etc.)

View the 2019 Policyholder Survey Infographic

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Actions we’re taking based on your feedback

Billing messages

Redesigns have made invoices more appealing, easier to understand, and now arrive via email & regular mail

Customer services

To ensure your optimal experience, we’re conducting extensive customer service training and ongoing mentoring

Claim communications

Redesigns are in progress and several areas have been redeveloped with you in mind, such as claim summaries

Claim response

Turnarounds have been shortened and processes streamlined to enhance your overall claims experience

Risk & safety

We’ve tripled the number of webinars, expanded bilingual content, and now offer a certificate series for safety managers

Safety topics

We’ve focused on subjects you’ve identified and added “micro-learning” classes to provide quick, bite-sized education opportunities

Additional 2019 survey results

Want your voice to be heard?

Earn rewards for your feedback. Join our private feedback community and take part in our short monthly surveys.
You can earn monetary rewards for your participation and your answers help us create the best insurance experience possible!

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Watch for the 2020 Survey coming your way. If you have questions or wish to send your direct feedback, we’re always happy to help! Contact us at customerexperience@icwgroup.com.