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Commercial Insurance

Momentum Through Evolution

Liberty Mutual Insurance Group's Commercial Insurance Strategic Business Unit (SBU) provides a wide array of property and casualty and group benefits products and services for businesses through independent agents, brokers and benefit consultants across the United States.

Commercial Insurance has two operating segments for property and casualty:

  • Business Insurance, which serves small and midsize accounts with fewer than 1,000 employees
  • National Insurance, which serves large accounts with 1,000 or more employees or specialty risks

Commercial Insurance delivers regional authority and expertise enhanced by national resources and capabilities.

The SBU's Group Benefits segment provides midsize and large businesses with short- and long-term disability insurance products and group life insurance.

Moved to one unified, country-wide brand, Liberty Mutual Insurance

Further diversified our book of business

Improved our ability to support profitable growth with agents and brokers

Commercial Insurance further diversified its book of business in 2013 with an increased focus on small commercial, writing and servicing more multiline accounts, and enhancing its general liability and property capabilities.

As a continuation of its realignment into a single strategic business unit, Commercial Insurance brought increased scale supported by expanded expertise to bear for its range of customers — from Main Street retailers to national restaurant chains.

With the help of its agents, the SBU built greater awareness within the small commercial marketplace and delivered technologies like eCLIQ®, its proprietary policy administration and quoting system. By the end of 2013, the presence of eCLIQ had expanded to 49 states, making it easier for agents to write small commercial business efficiently.

Commercial Insurance continued to work with agents and brokers at the local level with a focus on operational consistency. With its unified Claims organization and a strong field presence focused on building relationships, exercising local authority, and providing technological and service enhancements, Commercial Insurance is positioned to support profitable growth with its agent and broker partners.

The Group Benefits segment built on its core capabilities and focused on targeting additional segments and channels while maintaining profitable growth.

In 2013, Commercial Insurance unified its eight regional brands into one countrywide brand — Liberty Mutual — and introduced a new advertising campaign to the marketplace. Underlying this campaign and critical to its success are the people within Commercial Insurance who value, among other traits, being results-oriented, data-driven, responsive and accountable.

These values and a “shared passion for what we do” unite the employees within Commercial Insurance and connect them with agents, brokers and customers. The way Commercial Insurance President Paul Condrin sees it, the SBU must continue on the journey it started in 2013 in order to reach its full potential.

“Building on our momentum and continually evolving how we work will enable us to achieve our goal of sustained top-quartile performance,” Condrin said.

Reinventing Claims

With a newly defined mission to deliver the best possible outcome on every claim while meeting or exceeding customer needs, Commercial Insurance united its Claims organization.

When Commercial Insurance realigned under a unified brand in 2013, each of its functional areas needed to follow suit. For Claims, with 5,000 employees working across the country in nine different organizations, it wasn't a simple task.

“We were working under multiple operational models, as nine different brands with countless processes,” explained Commercial Insurance Chief Claims Officer Glenn Shapiro. “We needed to unify as one organization, and that took hard work, collaboration and a singular focus.”

Building momentum started with a newly defined mission — delivering the best possible outcome on every claim while meeting or exceeding customer needs. To truly live its mission, Claims needed to bring together its people, processes and resources.

“We built new processes to support our people rather than approaching it the other way around,” Shapiro said. “It's just one way we know our customers' claims are handled by the right people with the right expertise at the right time.”

Professional development is also key. All Claims employees receive extensive training and are encouraged to pursue continuing education to further their growth within the organization. The average claims-handling staff member has more than 10 years’ experience in the field, which reflects another critical focus for Claims: improving loss costs.

“We hire the best in the business, so our employees approach their jobs with an eye toward critical thinking,” explained Shapiro. “We encourage collaboration and calibration around the outcome of the claim, and our quality standards provide consistency across the Claims organization.”

Claims leveraged its scale and gained momentum in operations as evidenced by the launch of its state-of-the-art CI ClaimCenter in July. This platform provides streamlined work flows, common practices and increased efficiency. This is a major advancement compared to claims handlers' previous experience working on multiple systems with different features. It's just the first step on the organization's journey to a single platform for property, auto and liability lines.

Ultimately, that journey is all about Claims' focus on the customer experience. “We are deeply committed to working with our agents and brokers as business partners because we have the same goal: meeting their clients' needs when they need us most,” Shapiro said.

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