Our customer service team is experienced and well trained. All members obtain insurance designations and continuing education, so they can provide quick, accurate responses to whatever questions come their way. “Nobody wants to be put on hold or directed to another department,” says Connie Miller, customer service manager. “We believe in giving customers our full attention and time.”
Customer service representatives fielded 27,217 calls in 2013, including some from ministry leaders struggling with problems unrelated to insurance.
One church secretary sent a note to Brotherhood Mutual on her billing notice. It said, “I’m sorry I overlooked this bill. I’m sick and I’m getting ready to have knee surgery. Please pray for me.”
The customer service team handled the billing issue and sent the secretary a get-well card. Each team member personally wrote a verse of encouragement on it, letting her know that they were praying for her quick recovery.
“We try to listen, care, and respond to our customers’ needs,” Miller says. “It’s good to end the work day, knowing you’ve done all you can to help someone.”