Hitting our stride: Fine-tuning service
Did you know that the LAWPRO customer service department handled over 23,000 individual pieces of correspondence in 2011? Each of our customer service representatives is trained to address a wide range of service issues, from accounts management to coverage inquiries to the referral of claims to our claims department. While we received roughly the same volume of correspondence in 2011 as we did in 2010, we are seeing a higher percentage of that correspondence (53 per cent last year) arriving via email instead of traditional mail.
98 per cent filed online: consistent with the trend toward email correspondence is the increase, every year, in the percentage of lawyers filing their policy applications online. We’re grateful for your support of our efforts to minimize the environmental impact of our insurance program.
French forms available: We completed our French translation project in time for the 2012 policy renewal season. All of the written materials that support our mandatory insurance program are now available in both official languages.
Excess insurance: Loyal client base, claims on horizon
LAWPRO’s excess insurance program provides additional coverage (above the coverage provided by the mandatory program) required by many firms. The LAWPRO excess program, while available to any firm, is marketed primarily to small and medium-sized firms of 50 or fewer lawyers.
97 per cent of LAWPRO’s excess insurance program subscribers renewed their policies for 2012. As of December 31, 2011, the excess insurance program had not paid any claims; however, one claim was paid in early 2012, and the program has reserved funds in connection with a number of other claims.