Bearingstar Insurance, a member of the Arbella Insurance Group, is a large company with a small office feel.
It’s built that way, says Tom Pozzo, who has managed the operations of the 11 offices in Connecticut for the past year. The company offers a full range of personal and business insurance products from small, intimate offices backed by the large Arbella umbrella.
Employees at Bearingstar appreciate the culture that gives them the best of both worlds, Pozzo says.
Because offices are small — most have just three or four employees — customer service agents have lots of independence and are encouraged to be flexible and creative in the way they serve their clients. “Agents know their clients well. They live and work in the same neighborhoods,” explains Pozzo.
Those solid relationships mean agents can provide exceptional customer service when the opportunities arise. For example, a client recently got into an accident and called her Bearingstar agent’s cell phone. By chance, the agent was two miles behind her, driving on the same road, and went immediately to the accident scene. The agent dealt with the police, coordinated the paperwork, drove the client to the tow shop, and arranged for a rental car.
As Pozzo recalls, “even the cops were asking ‘who are these people? No one provides service like this anymore.’” But he says Bearingstar agents share stories like this on a regular basis. They are encouraged to provide exceptional customer service in ways that make the most sense to them personally and are encouraged to talk about it with other Bearingstar agents.
With Pozzo at the helm, communication between offices and a focus on the success of the larger Bearingstar team has boomed. According to Chris Carter, senior human resources business partner for Arbella Insurance Group, “It’s safe to say that over the last year, Tom has changed the way people at Bearingstar feel about work. Offices used to function like independent silos. Now people feel connected and communication is working. People feel valued, respected, and like they’re part of something bigger.”
Pozzo visits each office on a regular basis and takes part in small, casual meetings while there. “We talk about what’s working and what’s not. We share successes to help motivate and we brainstorm to solve problems. I ask lots of questions and listen to the staff about their jobs and about how customers should be handled. Every employee’s voice is heard and respected.”
At a recent meeting, a customer service agent asked whether it was really necessary for a customer who has been loyal to Bearingstar for five years to pay a deductible when they got into an accident. “They have been loyal to us, shouldn’t we return the favor,” asked the agent. Management listened, did some actuarial research, and changed the policy.
“When we changed the policy, we made sure that everyone at Bearingstar knew which employee made such a great suggestion. That type of recognition among peers can make everybody’s job a little more enjoyable. It’s educational as well as motivational,” explains Pozzo.
“It’s important for us to offer our clients and employees the personal feel of a small business. Our culture makes us unique,” Pozzo says. “We have the feel of a small mom-and-pop shop but with the support of a huge enterprise behind us.” â
