Amica a ‘Customer Service Champ’ again

LINCOLN – Amica Mutual Insurance Co. has once again been named one of the 25 companies with the best customer service in the United States by Bloomberg BusinessWeek magazine.

Amica moved up one spot to No. 14 on BusinessWeek’s annual list of “Customer Service Champs,” which was published in the magazine’s March 1 edition.

Amica has made the list every year since BusinessWeek began compiling it in 2007. Research firm J.D. Power & Associates assists BusinessWeek in putting the list together.

L.L. Bean Inc. jumped to first place on this year’s list, up from No. 24 last year. Rounding out the top five were USAA Federal Savings Bank, Apple Inc., Four Seasons Hotels and Resorts, and Publix Super Markets Inc.

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Other companies with local operations that made the list included Nordstrom Inc. (No. 6), Toyota Motor Corp.’s Lexus division (No. 7), Barnes & Noble Inc. (No. 9), Ace Hardware Corp. (No. 10), Amazon.com Inc. (No. 11), Starbucks Corp. (No. 13), American Express Co. (No. 18), Enterprise Rent-A-Car Co. (No. 19), Panera Bread Co. (No. 21), True Value Co. (No. 22), Dell Inc. (No. 23) and Southwest Airlines Co. (No. 24).

In praising Amica, BusinessWeek’s editors noted the long service of its employees, with an annual turnover rate of 2 percent, and its loyal customers, 95 percent of whom renew their policies each year.

“New technology for Amica’s telecommunications system taps agents in other offices when call volume at a customer’s local branch gets particularly high, such as after a hurricane or other catastrophe,” the magazine added.

Robert A. DiMuccio, Amica’s chairman, president and CEO, gave credit to the company’s roughly 3,200 employees, about 43 percent of whom work in Rhode Island, according to Providence Business News data.

“This national recognition proves once again what we’ve known all along: We have the winning combination for success here at Amica,” DiMuccio said. “We have employees who are committed to serving our customers. And we have customers who appreciate that when they call Amica, a real person answers the phone – and gets them the help they need.”

Amica nearly doubled the number of new auto, home and personal insurance policies it sold last year to almost 70,000, compared with roughly 37,000 in 2008, DiMuccio said this month at the insurer’s annual meeting.

Additional information is available at amica.com.

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