FALL 2021
Trade Winds N EWS & I N FOR MATION FOR PE R SONAL LI N E S AG E NTS
Arbella Expands Personal Lines In Connecticut Pandemic-Related Shortages Impacting Claims Agents Making A Difference And More!
Jim Hyatt
M E S SAG E FR OM J I M HYATT
Transforming While Performing Dear Valued Partner, It has been more than a year and a half since COVID-19 forced the first shutdown of the pandemic. To state the obvious: The world has changed. Many of you have experienced unprecedented challenges and as always, Arbella is here to support you. I am proud of what we have achieved together during this time of uncertainty. Thank you for the work you are doing to connect with policyholders while adapting to the operational challenges that all industries continue to face. Throughout this issue of Trade Winds, you will find stories about many of our shared successes. Despite vast change in our industry, Arbella is financially strong; our personal lines new business policy count, premium, and retention are excellent. In January, we reentered the monoline home market, and new business has been solid ever since. In June, we began our planned expansion into the state of Connecticut. We plan to ultimately appoint more than 100 new agents in the coming years. In July, we announced our new partnership with the Massachusetts Golf Association (MGA). You’ll find details on this open-group discount on Page 4. Pandemic-related shortages of both building materials and auto parts are taking a toll on the industry. You can feel confident that Arbella representatives understand the situation and are delivering a highly responsive and compassionate claim experience for your customers. Read more about this in our “Strategy Talk” story on Page 5. The upheaval we are experiencing today also brings us the opportunity to be creative and grow together, and I am optimistic about the future. Please continue to let us know how we can best serve you. I look forward to seeing you soon. Sincerely, Jim Hyatt Senior Vice President Arbella Personal Lines (617) 689-2337
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ARBELLA INSURANCE GROUP
Nicole Bouvi
er Pilon
Robert Bou
vier
Rich Bouvier
S P OTLI G HT ON E XCE LLE N CE
Personal Service Fosters Growth and Retention When customers call Bouvier Insurance, they’re going to be treated like family. The agency’s 140 employees are laser-focused on nurturing relationships and delivering value to their customers. They do this from their West Hartford headquarters and multiple other locations throughout CT, RI, GA, and TN. We recently talked with agency President Rob Bouvier and several other agency leaders about how they have grown their business while maintaining their strong, positive culture.
Insure Like Family — More Than A Tagline In 1959, Bouvier Insurance was founded by Robert F. Bouvier on his deep commitment to customer relationships. Today, his son, Robert R. (Rob) said, “We work every day to maintain a culture that is focused on treating people the way we’d expect to be treated. We believe that personal relationships, attention to detail, and a highly responsive service experience differentiate us from the direct insurance delivery options.” As Director of Development, Rich Bouvier said, “To deliver a consultative level of service, we hire great people and provide them with robust training and development opportunities.” The agency’s Treasurer and Directing Partner Personal Lines Nicole Bouvier Pilon added, “Every one of us is committed to delivering customer service that is second to none.”
Growing With Arbella In Connecticut Since 2011, Arbella has enjoyed a strong commercial lines partnership with Bouvier in Connecticut. “When Arbella decided to offer personal insurance in Connecticut, Bouvier was an obvious choice because of their reputation for a deep commitment to their customers and the community,” said Arbella Market Manager Guy Lamarche.
Jenna Mackey
Bouvier and Arbella are aligned in many ways. “Our carrier relationship with Arbella is one of our strongest,” said Commercial Lines Manager Cheryl Plawecki. “Like us, they have the best interest of insureds at heart.” Personal Lines Manager Jenna Mackey likes what she sees so far. “I had heard great things about our commercial lines relationship with Arbella,” she said. “And so far, the personal lines relationship is going well, too. The underwriting team listens, gets back to us quickly, and is fair.” Arbella is here for Connecticut personal lines agents. “We want the best options for our customers,” said Rich Bouvier. “Arbella is a great resource for that.”
Cheryl Plawecki
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ARBELLA PR OD U CT N EWS AN D U PDATE S
It’s Easy To Do Business With Arbella! We now offer: ■
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MA PL Auto 12-Pay: All new direct bill and auto pay (EFT) policies are now billed in 12 monthly installments. ■
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Greater MA PL Homeowners Value: Customers get more coverage at no extra cost on our most popular homeowners packages, plus shorter questionnaires. Monoline Home: We want your monoline home business: HO3; Dwelling Fire; 1–4 family homes; condos rented to others; coastal, seasonal, and secondary homes; and more. Mass Golf Discount: MGA members are eligible for 5% off auto and another 5% off home. Members who are new to Arbella can save 20% or more when they combine auto and home.
Better technology, better experience myArbella Mobile App: myArbella customers can take the Arbella experience anywhere! Available via Google Play or the App Store, they can: ■
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Submit and track claims Get 24/7 access to policy details and documents
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Pay bills and manage preferences
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Receive real-time policy updates
ARBELLA INSURANCE GROUP
app a l el
Enhanced Customer Response System: Our phone system now gives customers 24/7 access to their billing information through our interactive voice menu. Easy Contact Info Updates: Help us get everyone in your agency the information they need. Make easy changes to contact info and preferences at Arbella Connect/Arbella Update Preferences.
Arbella’s expansion in Connecticut personal lines is underway! A warm welcome and thank you to our new personal insurance partners in Connecticut. Your insights and opinions will ensure that the service we deliver to agents and customers is of the same outstanding quality Arbella is known for. To join Arbella in Connecticut, please contact your territory manager.
Want more information? Contact your Arbella underwriter or territory manager or go to Arbella Connect.
Elaine Dupui
s-Lane and
Mike Mullark
ey
STRATE GY TALK
Pandemic-Related Shortages Impact Claims Two-by-fours for $8 each. Lumber prices up 162.66% since last July. Chip shortages that could cost the auto industry $110 billion. These troubling trends are expected to continue for some time. Building materials experts predict that supply may not catch up to demand until late 2021 or early 2022. Forrester’s Glenn O’Donnell reports, “We expect the chip shortage to last ... into 2023.” The good news? The insurance industry is uniquely equipped to help customers through the stress.
How is the situation affecting claims? ELAINE: Securing a contractor for small- to average-sized home repairs has been a challenge. Contractors are focused on larger projects. A project that would typically take 12 months may now take 15 to 18. Cost of living expenses go up while customers’ homes are under construction, driving claim costs higher. MIKE: From the auto perspective, if a damaged vehicle is drivable and the accident didn’t cause safety issues, we recommend calling the shop before dropping the auto off and renting a car. Customers should ask the repair shop to preorder parts first and get an estimate on how long the repair will take.
What can agents do to help their customers?
We asked Arbella experts, Claim Manager Elaine Dupuis-Lane and Auto Damage Manager Mike Mullarkey, to shed some light on the situation.
ELAINE: Many customers aren’t aware of the shortage of materials and contractors. Letting customers know about the situation will greatly alleviate their frustration.
What’s causing these shortages and delays?
MIKE: Not every auto claim is being affected; it depends on the part and on the job. Arbella Claim is here to help agents and customers with these issues.
ELAINE: COVID-19 closed manufacturing plants and borders and halted projects. The demand for materials and contractors skyrocketed. We experienced a boom in the housing market, which drove homeowners to renovate rather than purchase. An increase in CATs throughout the U.S. only compounded the supply situation. It was a perfect storm. MIKE: We’re seeing a similar situation in auto. Although claims decreased last year while people were at home, shortages became a major problem by the fall and supply chain disruption continues to be an issue. While rental companies struggle to keep their fleets stocked, customers need their rentals longer.
Is there anything insureds can do? ELAINE: Homeowners looking for home updates or repairs should ask multiple contractors for bids. Social media is a great place for local contractor recommendations. MIKE: Arbella is here to work with agents and customers on any questions or concerns they have. That’s what we’re here for and we’re happy to help.
Want to send this story to your customers? You’ll find the customer-friendly version of this article on Arbella.com.
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PE OPLE TO K N OW
Here To Serve You WELCOME ABOARD:
Robiul Basith Personal Insurance Data Analyst
CONGRATULATIONS:
Matt Cote Assistant Vice President Personal Lines Underwriting
Jen Higgins Personal Insurance Product Analyst
Candice Lohmeier Director, Claim
Robyn Babino, promoted to Team Manager, Personal Lines Underwriting Jessica Bean, promoted to Associate Underwriter Brittany Stetson, promoted to Associate Underwriter
OUR CONNECTICUT TEAM: Arbella’s growth in Connecticut is powered by some of the best in the industry. We couldn’t have undertaken such an exciting expansion without their top-notch expertise, can-do attitudes, and commitment to being here for you.
Jaimee Doiron Senior Underwriter
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Marie Glaude CT Agency Relationship Specialist
ARBELLA INSURANCE GROUP
Guy Lamarche Market Manager
Julie Ramos Senior Underwriter
Brittany Stetson Associate Underwriter
I N TH E COM M U N ITY
A Legacy Of Service The Murphy Insurance Group has been family owned and operated since Charles F. Murphy Jr.’s grandfather, John Curley, founded the company in 1908. A stable and dependable presence in Massachusetts, each generation of the Murphy family has shared a love for their community and an eagerness to give back. We talked with third and fourth generations of the Murphys, who continue to uphold their family’s values and are now actively passing them on to the fifth generation at the agency. INSURANCE IS NOT JUST A JOB “Helping others is part of what it means to be an insurance agent,” said Charlie Murphy III. “In this business, you have to like helping people solve their problems. It sounds cliché, but it’s not just a job.”
From left to rig ht: Charlie Mur phy, Charles F. Murphy, Jr., Sh eila Murphy-O ’Neil
hands-on volunteering and funding various needs. Their relationship also includes a business partnership. “We’ve worked with Arbella to support Catholic Charities since 1952—before Arbella was even Arbella.”
A HANDS-ON APPROACH Even in today’s post-pandemic environment, taking the time to volunteer in person when possible makes a world
“Helping others is part of what it means to be an
insurance agent. In this business, you have to like helping people solve their problems.” of difference to both nonprofits and volunteers. Hands-on volunteering looks different today, but the need has never been greater and the impact on volunteers is often profound.
The Murphy Insurance Group supports a long and growing “When our staff goes out and helps hands on, we hear a lot list of charities, including, but not limited to: Flynn Fund at of stories about how they’ve been personally touched by the Boston College, Fisher House of Boston, The Jimmy Fund, My experience,” said Vice President Sheila Murphy-O’Neil. Brother’s Keeper, St. Mary’s Center for Women and Children, “There are a lot of worthwhile nonprofit organizations out there,” and multiple food pantries. They often leverage the Arbella said Charlie, “and they certainly need our financial support. In Insurance Foundation’s Agent Matching Gift Programs to these days of flexible work schedules, it’s important to take a further expand their positive impact on the community. day or a half day to go out and help our fellow human beings.” Chairman of the Board Charles F. Murphy Jr. has been deeply involved with one particular organization for nearly 70 years. “Our longest relationship is with Catholic Charities,” he said. The agency’s philanthropic work with the charity includes
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Talk to us: Susan Glynn, Editor (617) 328-2463 Susan.Glynn@arbella.com Bethany Bourgault, Writer (617) 328-2563 Bethany.Bourgault@arbella.com Susan Haskins, Designer
When our agents talk, we listen.
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