Does Foremost?

What would a Foremost representative tell you if you called and asked him or her the questions we suggest you ask other companies?   Here’s what you’d find out.

1. Does your company specialize in mobile home insurance?

A. Yes, Foremost was founded in 1952 to provide mobile home insurance. We’re the nation’s leading specialty insurer of mobile homes. Our experience and expertise give us a depth of knowledge about mobile home insurance that benefits you as a customer. It helps us continually improve everything we do -- whether we’re developing coverages or settling claims based on our broad knowledge of mobile homes and mobile home construction.

It was that knowledge and experience that prepared us to develop the AARP Mobile Home Insurance Program in 1990. Our experience helped us meet AARP’s standards for financial stability and dedication to mobile home insurance. Our experience gave us the proven reputation for exceeding customer expectations in providing high-quality customer service that AARP wanted. We were also able to demonstrate our high internal standards for policy and claim service. That’s how we earned the opportunity to develop a unique insurance program for AARP members who own mobile homes and why they renewed our contract for continued service to their members through 2004!

2. Can you help me determine how much insurance I really need?

A. We will ask you a series of questions that will help you determine your insurance needs. We also have reference guides that provide information on how to establish a value for homes similar to yours.  Ultimately, the decision on how much insurance you carry is a decision only you can make. We’re here to make that decision as easy as possible.

3. Does your company have a toll-free claim line? When is it open? Can I use it to call you?

A. Yes we do, and it’s available for our customers 24 hours a day, 365 days a year. Just call us at 1-800-752-2461. You can also file a claim online on our website.

4. Does your company have staff claim adjusters, or do you primarily use adjusters who work independently and contract with many companies? What percentage of claims does each group handle?

A. Foremost hires and trains its own adjusters, who handle 95% of our claims. We occasionally use independent adjusters -- usually if our staff adjusters are carrying an extra heavy load and won’t be able to provide a customer the quick follow-up that we insist upon.

5. Are your claim adjusters specially trained to handle mobile home claims?

A. All Foremost claim representatives go through intensive training in mobile home construction and repair. Several members of our claim staff worked in a mobile home factory to learn more about how mobile homes were built before they developed our claims training program.

6. How soon after I file a claim will someone contact me?

A. In most cases, someone will contact you within 24 hours -- usually the next business day.

7. How quickly does your company settle claims?

A. It depends on the type of claim, but over 68% of our claims are settled within 15 days, a total of 85% of all claims in 30 days. Foremost tries to settle claims as quickly as possible because we know how stressful having a loss can be. We do everything we can to help you get your life back to normal quickly. We settle many small claims quickly -- right over the phone.

8. How does your company respond to natural disasters like hurricanes or tornadoes?

A. When a major storm hits an area, we have a catastrophe claim settlement team on call. As soon as disaster officials allow us to enter a storm-ravaged area our adjusters are there helping customers get their lives back to normal. After Hurricane Fran struck in September 1996, Foremost sent adjusters to North and South Carolina to handle some 4,500 claims. Within a month, more than 96 percent of all the claims called in were settled. After Fran, we received claims of about $9.7 million in damages.

9. Do you measure customer service or claims satisfaction? What are the results?

A. Each month, we mail satisfaction surveys to a random sample of customers who have had claims. These studies consistently show that some 90% of our customers are satisfied with the claim service they receive. When we do find a customer who is unhappy with any aspect of their claim experience, a claim executive follows up with that customer to discuss their concerns. Of course, we’re always striving to get a 100 percent satisfaction rating. It’s important to measure claim satisfaction because it’s the best measure of how we deliver on the promise we make when a customer buys a policy. In addition, we do annual studies of our overall customer satisfaction. We also monitor our customer representatives while they are on the phone. Calls are only monitored to use in coaching our representatives in ways they can better deal with customer concerns.