The Connection Magazine AIM MUTUAL Spring 2020 | Page 27

that differs from the voluntary market.
Raters review all information for accuracy, reaching
out to brokers if necessary. They input transactions, flag
items for future reference, and send all items to be stored
electronically. Working closely with other departments,
including underwriting, audit, claim, and premium
receivables, they keep pace with ever-changing rates and
regulations.
And their efforts get noticed. “Doing business with
A.I.M. Mutual is a pleasure,” said Brad Howes with
McCrillis & Keep Insurance Agency. “You can teach the
world a thing or two about service.”
Statistical Reporting
The final process in policy production is reporting.
Virtually all transactions processed in rating are compiled
for state and NCCI oversight.
A.I.M. Mutual’s own statistical team pores over the
reported data to identify issues and any action items.
Throughout the life of the policy, an Error Specialist
examines reported information for accuracy, making
corrections as necessary. Once a policy has been audited, a
Statistical Analyst reviews all the data, looking at premium
and loss experience for policyholders. The team is wellversed
in procedure regarding all policy activity, how each
step interrelates and state-by-state requirements.
Expediting Service
Getting the policy, renewal, or endorsement to where
it needs to be rests squarely on the shoulders of Office
Services. Automation has transformed how physical
policies get issued. While some states allow for electronic
delivery, many still require carriers to issue paper. Upon
receipt from Rating, Office Services prints, bar codes,
and mails the policy. A process that used to take days just
a few years ago now happens in hours.
Office Services also handles document imaging, which
brings big benefits to both the policy and claim sides.
Advances in indexing software continue to speed up
the information exchange, and, by extension, customer
service. Whether correspondence comes in electronically
or by mail, it’s captured, securely stored, and immediately
accessible to claim adjusters and the service team.
Certificates of Insurance—a top request from brokers
and policyholders—are also streamlined electronically.
They are generally processed same-day, along with
requests for loss runs or changes to contact information.
Expediting service requests is everyone’s job at A.I.M.
Mutual, but the policy production team does earn praise
from brokers and agents in a hurry to get answers.
“I really do love A.I.M. Mutual and the service everyone
I contact provides,” said Jean D’Addario, Senior Account
Executive with Salem Five Insurance Services. “I deal with
many carriers and you win hands down!”
NINA LAFAUCI
NINA LAFAUCI is
Rating Supervisor
at A.I.M. Mutual
and has over 25
years of commercial
and personal lines
experience. As a
licensed property
and casualty broker,
Nina has experience in
rating, underwriting,
statistical reporting,
claims services
and creative
problem solving.
MICHAEL
FREED
MICHAEL FREED is
the Fleet & Office
Services Manager
responsible for several
service departments,
the corporate fleet of
vehicles, and corporate
facilities. He joined
A.I.M. Mutual in 2002,
working in Information
Technology, and
transitioned to his
current role in 2017.
He holds a Bachelor
of Science degree
in Information
Technology from
Bentley University.
27