Book Praises Chubb’s Customer Service and Brand Identity
WARREN, NJ, November 3, 2008 - The Chubb Group of Insurance Companies is heralded for its service, corporate reputation and brand identity in a new book,
"The Customer Rules." Drawing from executive interviews and market research, Chubb is among 14 major American corporations
recognized for their customer-centric philosophies and practices.
"We are proud to be honored as leaders in world-class service," said John D. Finnegan, chairman, president and chief executive
officer of The Chubb Corporation. "For more than 126 years, we have sought to build strong relationships with our customers,
agents and brokers based on mutual respect and understanding. As markets and consumer habits continue to evolve, Chubb consistently
innovates around our customers' needs."
Published by The McGraw Hill Companies and written by C. Britt Beemer and Robert L. Shook, "The Customer Rules" chronicles
the traits and best practices that achieve consumer loyalty and strong brand identity for companies such as Johnson & Johnson,
Lexus, Four Seasons and Cabela's. Chubb is the only insurance company featured in the book.
To support their conclusions, the authors provide poignant examples, such as Chubb's response to the 9/11 World Trade Center
disaster. Chubb decided not to invoke the war exclusion in its insurance policies and immediately began to pay claims. It
also trained its employees to assist traumatized insureds and family members over the telephone. In addition, Chubb went
beyond its legal obligation to provide the insured victims' families with workers compensation payments every other week:
The insurer's initial payments covered the first two months.
"For an insurance company to look for ways to go beyond its legal obligation, to pay its claims, is indeed a rarity in the
business or for that matter any business. But, this is exactly what Chubb did when it indemnified its policyholders that
suffered losses at the World Trade Center Towers," wrote Beemer and Shook.
Other key Chubb qualities depicted in the book include:
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extending the brand to employees;
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instilling a customer service mind set throughout all levels of the company;
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personalizing service in a technology-driven marketplace; and
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retaining customers when consumer habits change.
Beemer is CEO of America's Research Group, a consumer research and strategic marketing firm in Charleston, SC. Shook has
written many business books, including a number-one New York Times best-seller.
The member insurers of the Chubb Group of Insurance Companies form a multi-billion dollar organization providing property
and casualty insurance for personal and commercial customers worldwide through 8,500 independent agents and brokers. Chubb's
global network includes branches and affiliates in North America, Europe, Latin America, Asia and Australia.
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