Claim Satisfaction Survey letters allow our customer service to continue after each claim file is closed. As a company, Ohio Mutual is constantly seeking ways to better serve our customers, which is why we request the information on our survey letter. Each customer’s comments are greatly appreciated.

At the beginning of each month, survey letters are sent to policyholders on about 30% of closed claim files from the previous month, and ensuring that we survey several policyholders who were served by each one of our adjusters.

We have included a sample survey letter here to illustrate the feedback that we seek from our claimants.

The responses are important to us. Each survey returned to us is logged, recorded, and forwarded to the manager of the claim representative named on the form. Negative responses result in a follow-up review between the claim representative/adjuster and his or her manager.

The survey letter results are valuable because it offers policyholders a means to voice their opinions and because it gives us valuable feedback to help us improve our customer service. We recognize that not every policyholder may be happy with the final disposition of his or her claim, but we do want to ensure that each of our customers is treated with courtesy, professionalism, and in a timely and knowledgeable fashion.