Customer Care and Award-Winning Service

We provide much more than industry-leading products. National General creates new ways to provide higher levels of service to our clients. Our customer service focus and success are unmatched in the industry.

We know that it's vital to give your customers a positive experience, so we are committed to delivering consistent, measurable support, and we take pride in our results. That commitment has been acknowledged by our achievement of BenchmarkPortal's Call Center of Excellence Award, achieved only by customer care facilities ranking in the top 10% of thousands of call centers studied across the United States. Further, we are among only seven North American Call Centers to achieve this award for 10 consecutive years.

Call Center of Excellence logo

One-call resolution capability

Your customers want and deserve fast and responsive service. That’s why National General continues to expand services and technical capabilities to resolve customer issues in just one call, leading to a first-call resolution rate more than 7% above industry average*.

Here’s how we deliver

  • Conference in the agent/carrier to verify current coverage information
  • Utilize carrier websites and automated systems to obtain required information
  • Create automated follow-up tasks to ensure a promised fax is received

 

High-tech, high-touch customer care

We utilize virtual call center technology, allowing us to most effectively answer your customers' calls across our customer care centers. This enables us to efficiently handle call volumes that increase or change character without warning. We also use our cross-trained professionals at multiple call center sites to ensure the consistency and quality of customers' experiences.

National General clients have access to Call Listening through our interactive web portal. This allows you to actively monitor how we care for your customers.

 

*BenchmarkPortal Call Center of Excellence Certification, 2016