Our customer advocates help make us who we are

All of our associates help us deliver the gold-award winning customer service our customers depend on. Two in particular shape our customers' experience for the best.

Customer Advocate - Claims Customer Service 

Claims Customer Advocate Pam Hills plays a significant role in Electric Insurance Company’s multi-award-winning claim service. In her 21 years with the company, Pam has worked closely with claimants, Independent Agents, and GE employees on Workers Compensation, and as a mentor for new employees.

Pam began her tenure in the Claims Department, where her absolute dedication to customers and continuous learning was noticed and appreciated by customers and colleagues alike. Her empathy for people in difficult circumstances and focus on learning complex issues and systems made her a role model and led to her to joining our Training Department. Pam’s positive influence on associates early in their careers helped create the claim service ethos that lies behind more than a decade of recognition for excellence by independent organizations.

Her role demands exceptional customer service skills, genuine compassion, and advanced knowledge of insurance and regulatory guidelines. It also requires orientation to lean-based process improvements so that potential issues are spotted early and addressed through new training, refreshers, or tools.

Pam “wants our insureds to feel respected and that they had a great experience. I reach out and try to resolve issues. Sometimes, it just needs further explanation or simply a sensitive ear. Other times, it can be more complex and I find refresher training may be needed for the Claims team as a whole or an individual. Either way, I look for ways to improve. By following up with insureds, I can identify teachable moments and make it right for the customers who depend on us.”

Pam’s genuine kindness to customers, integrity, and focus on constant improvement have had a tremendous effect on Electric Insurance as a business and associates as individuals. Her outstanding contributions have helped the company achieve recognition for world-class claim customer service.

Customer Advocate - Customer Service Team

If there’s one person who embodies Electric Insurance Company’s commitment to providing world-class customer service, it’s Larry Swasey in his role of Customer Advocate for our Customer Service Team.

Starting off in the Home Claims Department in 2014, Larry quickly solidified his position as a core part of the team. After leading his team in call quality metrics for several years, Larry realized his skills could be used to greater effect by helping people before losses occur. He then made the switch to the Customer Service Department in 2017.

Shortly after making the change, he transitioned to the Customer Service Team to help customers with more complex needs. After a highly successful tenure on that team, Larry moved to his current Customer Advocate role in 2018.

During his more than eight years at Electric Insurance, Larry has helped countless customers who sought help with claims or who needed guidance determining which coverages best suit their needs. Whether it was helping families after hurricanes devastated their homes or coaching parents of teens on how to add their newly licensed drivers to their auto policy, Larry’s experience has made high-stress situations less difficult for customers.

In the unlikely event a customer has a bad experience with the company, Larry is on point to turn the experience around and ensure that the customer’s needs are met with respect, empathy, and courtesy.

By listening to customers and anticipating their needs, Larry gets to the heart of the matter. This empathetic approach is deeply appreciated – as evinced by the many holiday cards Larry receives from thankful customers every year.