Despite being without power, phones or an internet connection at its Liberty Corner headquarters, Couch Braunsdorf’s employees came together to proactively help their customers in an unprecedented time of need. Although claims processing information had been posted on the company’s website, Couch felt its customers deserved more, and established a crisis response team to reach out to clients and agent partners.
Management reached out to all employees to ensure they were safe, and determine who was available for duty and had a working cell phone. At the same time, the office backup generator fired up internal systems and printed lists of partner agents and clients. Call lists were hand delivered to key employees at their homes on Tuesday to get the ball rolling on outbound calls.
At the same time, emergency call centers in our Liberty Corner offices and at the home of a local area employee who was fortunate to have high speed internet connectivity were set up. At Liberty Corner, with access to policy records available, Couch responded to claims calls and proactively called out to clients with their policy information readily at hand to be of assistance. The satellite call center processed inbound calls where clients had issues getting through to the carrier catastrophe centers—that were experiencing record call volume and compromised phone service in some cases. In all, Couch routed over 8,000 claims calls to carriers, and proactively called over 4,000 insured clients and 500 program partner agents to give them cell phone numbers in the event that they needed to contact Couch directly. Use of pre-recorded “robocalls” was avoided and the need for callers to leave voicemails was minimized. Nearly all calls were handled by a live licensed customer service representative.
“As a leading independent agent in New Jersey, Couch Braunsdorf fulfilled its responsibility to our clients”, said James Fitzpatrick, Executive Vice-President. Couch Braunsdorf Insurance Group is a privately owned independent agency specializing in custom tailored insurance solutions for businesses and individuals since 1903. Our Experience, Diligence and Professionalism set us apart from the competition.