A large Midwest-based service company has been a customer since 2013. During that time, Old Republic Risk Management had developed a solid business relationship with them and their broker. For the April 1, 2020 renewal term, our relationship was tested as the insured felt the need to market the entire casualty program due to a hardening market in the excess layers. During a pre-renewal meeting with the customer, they acknowledged they 'loved Old Republic' because of the exceptional service they received, particularly in respect to claims and policy issuance/filings.
Despite the aggressive marketing efforts of our competitors, the week of March 16, the client informed us of their decision to stay with Old Republic because of the strength of the relationship and the high level of service they received from us throughout the partnership. As negotiations were being finalized and the COVID-19 health crisis was beginning to progress rapidly in the United States, we made the unprecedented decision to implement remote work capabilities for all employees to ensure their safety and help combat the spread of the novel coronavirus. Nonetheless, this particular customer is classified as an 'essential service' and needed advanced endorsements and filings completed before the April 1 effective date in order for them to gain access to jobsites.
Our Policy Production team rose to the challenge. Over the course of two days, they processed and fulfilled close to 300 endorsement/filings request—all while working remotely. The team even prepared a wet ink signature NY certificate and delivered it to the post office within 24 hours. Needless to say, the broker and insured were impressed that not only was there no service interruption, but that despite the nationwide public health crisis, it was 'business as usual' at Old Republic.
Old Republic has a reputation for providing best-in-class customer service, a global pandemic is no exception. In this challenging environment, our service teams took the opportunity to step-up in the face of adversity to ensure the needs of our customers and our communities were met.
