Liberty Mutual Insurance Group’s Personal Insurance Strategic Business Unit (SBU) sells private passenger automobile, homeowners and specialty (including watercraft, motorcycle, recreational vehicle and umbrella) property and casualty (P&C) products in the U.S. under the Liberty Mutual Insurance and Safeco Insurance brands.
With a successful 2014, Personal Insurance has much to be proud of and celebrate. The business unit's top priority was sustaining profitability, and it made great strides toward its aggressive targets by focusing on two important company-wide principles: being customer focused in every interaction and attracting, developing and engaging talent.
As it pursues its vision of delivering an exceptional customer experience, the SBU has been guided by a strong commitment to its Common Purpose: to deliver customers peace of mind by helping them protect what they value most. Over the year, Personal Insurance established a solid track record of success by consistently putting customer satisfaction at the core of everything it does while also cultivating top talent.
For Personal Insurance, 2014 was a year of success and accomplishment. We’ve made great progress toward our strategic goals and continue to deliver strong results. This could not have happened without the dedicated efforts of talented, customer-focused employees who are committed to delivering an exceptional experience to our customers, agents and partners.— Personal Insurance President Tim Sweeney
A Customer-Centric Culture
Personal Insurance has had great success in profitably growing and gaining market share in large part because of its deep commitment to anticipating and meeting customer needs.
“Our transformation to a customer-centered culture has been key to providing exceptional service, building trust and delivering our brand promise,” explained Personal Insurance Chief Customer Officer Margie Dillon. “By putting the customer experience at the center of everything we do, we will continue to win the hearts of our customers and drive profitability.”
In 2014, Personal Insurance launched several customer-focused initiatives designed to consistently deliver a positive customer experience, including the refreshingly candid and surprisingly direct “New Light” advertising campaign. The SBU also introduced creative products to foster customer loyalty (RightTrack), settle more customer issues on the first contact (First Call Resolution) and eliminate stress from the claims process (Smart Videos).
Throughout the year, Personal Insurance’s Claims employees have shared stories from the field that focus on the customer experience, steering the organization toward its goal to provide customers peace of mind when they need it most.
Keeping independent agents top of mind — by looking at them through a customer-focused lens — Safeco also made strides to build strong, lasting relationships and to offer a broad, innovative product line so these agents can best meet their customers’ unique needs.
Securing Top Talent
Attracting more than 5,000 new hires in two years is no easy feat. But thanks to enhancements to its hiring process and college recruiting model, Personal Insurance has been able to secure the top talent needed to drive its business results. By rallying behind its Common Purpose, the SBU has been cultivating a culture of highly engaged employees who are laser-focused on delivering an outstanding customer experience.
This commitment to both customers and employees differentiates Personal Insurance as it seeks to become the employer of choice in the insurance industry.
Hired 5,000 new
employees in two years
Launched Smart Videos product to eliminate stress from claims process
Introduced First Call Resolution product to settle more customer issues on first contact
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.