Erie wins j.d. power award

By Jim St. Martin, Erie Times-News, Pa.

Aug. 20--Erie Insurance Group does some things the old fashioned way.

client can tap into the net for a price quote on a new policy, but purchasing that policy still means posing down for a chat with an agent.

There's reason to believe most of them don't mind.

With a couple of 100 employees look on Tues, Terrence Cavanaugh, the company's new president and chief executive director, accepted top award from J.D. Power and Associates in the class of client satisfaction for the auto insurance purchase experience.

The award, which is highlighted by giant banners both interior and exterior company central office, is the fourthly time Erie Insurance has taken top award in an industry-wide study by J.D. Power.

Previous awards have focused on the company's ability to retain customers; this one reflects its ability to win new ones, said Jeremy Bowler, senior director of research operations for the research company.

Erie Insurance's success, including consistently placing high in categories it did not win, have drawn the attending of others in the industry, he said.

"You have many of your rival wondering, 'What the heck are they doing?'" Bowler said.

standard for the honor, which measurement the purchasing experience of new insurance customers, include their experience with the statistical distribution channel -- agents, in this case -- as well as price and policy offerings.

Scott Quarderer, director of insurance services for J.D. Power, said he's not surprised to see the top honor go to a company with a traditional approach.

"It truly depends on the executing," he said.

"It doesn't surprise me that human interaction has value," Bowler added.

Cavanaugh, who has been with the Erie-based company for less than a month, praised employees for their attempt and urged them to bring home more awards.

"Let's win one for the thumb," he said.

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