Liberty Mutual Insurance Group’s Commercial Insurance Strategic Business Unit (SBU) provides property and casualty products and services through its Business Insurance segment, which serves small and midsize accounts with fewer than 1,000 employees, and its National Insurance business, which serves large accounts with 1,000 or more employees or specialty risks.
To better meet the needs of a changing marketplace, three Liberty Mutual operations merged in 2014 to form Liberty Mutual Benefits within Commercial Insurance. This newly organized group distributes employer and voluntary products through brokers and consultants, and individual products through direct channels, while maintaining a strong position in the bank life channel.
Also in 2014, Commercial Insurance increasingly incorporated the voice of its customer into every aspect of its business — initiating multiple technology projects to simplify how agents and brokers do business with it; adding to the Liberty Mutual Business Forum, an online community that allows valued partners and customers to provide insight and feedback regarding products and services; expanding its Advisory Council program, which captures unfiltered feedback from partners; and launching closed-loop feedback in its Claims organization to turn customer feedback into positive organizational improvements.
At Liberty Mutual, we believe in doing what’s right, being there when our customers need us and making it easy for our business partners to work with us. It all begins with listening to and incorporating the voices of our customers and employees.— Commercial Insurance President J. Paul Condrin, III
Delivering the Best Possible Experience
Whether through technology, in forums or with employee training, incorporating the voice of its customers is inherent to Commercial Insurance's ability to deliver the best possible experience.
The SBU’s multiyear commitment to improving technology has made it easier for agents and brokers to conduct business with it. For example, the Commercial Lines Internet Quote system, eCLIQ®, allows agents to quote new business and automatically renew existing policies across the U.S.
Helping customers is a two-way street. Commercial Insurance interacts with customers by soliciting their feedback and then acting on what they say. Through the Advisory Council program, agent and broker members propose formal action items, which have helped to validate or, in some cases, reprioritize certain efforts. The Liberty Mutual Business Forum online community provides another avenue for Commercial Insurance to refine its products and services and improve the overall customer experience based on feedback from agents and brokers. Through a formal closed-loop feedback program, the SBU surveys customers on their satisfaction with Liberty Mutual Claims and Billing Systems and then acts on the opportunities they suggest to “close the loop.” The SBU also uses customer feedback to provide coaching to employees.
A Focus on Talent
Commercial Insurance’s underlying talent structure aligns with its business needs: investing in people and providing them with the resources they need to be successful. For example, the SBU’s Excellence in Underwriting training program provides new and experienced underwriting professionals the tools they need to improve both their skills and the customer experience.
The focus on talent goes beyond specific functions, however. Across Commercial Insurance, frontline employees are asked to initiate problem-solving conversations to find solutions that enhance customer value. This approach stems from the gradual implementation of a new management system that encourages employees to use their unique expertise to incite change.
Increased Claims customer satisfaction scores by 10 percent
Launched new policyholder self-service website to deliver greater ease of access
Created Liberty Mutual Benefits to meet evolving market needs
Integrity, Dignity + Respect
Our Principles: We behave with integrity. We treat people with dignity and respect.
A Message from Our Chairman, President and CEO
2014 was a very good year for Liberty Mutual Insurance Group. We achieved strong financial results; improved underwriting profitability; increased our net income by five percent to $1.83 billion; grew net written premium selectively by three percent, to $36.3 billion; and decreased our combined ratio more than two points, to 97.5 percent.
We strengthened our balance sheet through capital-related transactions and disciplined operational execution, and, consequently, Standard & Poor’s upgraded our rating from “A-” to “A.” In addition, we advanced our ranking in the Fortune 100 by five positions, to 76.
Our Principle: We deliver an exceptional customer experience.
A Customer-Centric Culture
Personal Insurance has had great success with profitably growing — currently at a pace that’s more than twice the industry — and gaining market share, in large part because of its deep commitment to anticipating and meeting customer needs. By consistently putting the customer experience at the core of everything it does, the business unit is building a strong foundation and market leadership position for the years ahead.
Delivering the Best Possible Experience
Helping customers is a two-way street for Commercial Insurance, which interacts with its customers by soliciting their feedback and then acting on what they say. Whether through technology, forums or employee training, incorporating the voice of its customers is key to delivering the best possible experience.
Our Principle: We continuously improve and innovate.
Innovation Across the Globe
Innovative product development is critical to Global Specialty’s success in a highly competitive global market. To that end, Global Specialty is breaking new ground in the agriculture industry by developing market-leading reinsurance products for farmers and through its involvement in the African Risk Capacity, a consortium of insurance carriers that uses early-warning drought models to predict food insecurity response costs.
Our Principle: We attract, develop and engage talent.
Promises and People
At Liberty Mutual Insurance Group, we are in the business of promises — to protect people and the things they build, own and cherish. It is our people who fuel those promises. To deliver on our culture of continuous improvement and steadfast integrity, we foster an environment of support, empowerment and collaboration that enables our employees to succeed both inside and outside of work.
Our Principle: We execute thoroughly and seek excellence.
Over 15 years, Liberty International has grown from a collection of small local companies into a $6 billion, multinational organization with operations in 18 countries. Its success in this short time has come, in part, from local ownership and knowledge — teams that track the nuances of their markets and move quickly to bring about change. By seeking excellence in its strategy and everyday activities, Liberty International will achieve continued growth in an increasingly competitive global marketplace.