Highlights • HM Insurance Group

For Charles: Confidence that the job is done right

"It's the people at HM Insurance Group who are getting it right," said Charles Carlson, area vice president, Arthur J. Gallagher & Company, Atlanta. As a consultant who works daily with large employers looking for stop loss insurance, Charles explained that while stop loss carriers try to find ways to set themselves apart from the others, stop loss can generally become a commodity. "But there is a degree of separation that I consistently see with HM Insurance Group," Charles said. "It's the people.

"All carriers pay a claim, but when we work with HM Insurance Group, that claim becomes a team-oriented matter," continued Charles. "The team at HM Insurance Group ensures that everything is done correctly. When a threshold is hit, they don’t let it become like an automated process. There is a proactive approach to quickly let us know what is going on and why."

And when it comes to finding coverage for a customer, Charles said, "If I'm working with a client who needs stop loss coverage, the search is never done haphazardly, but by the same token, I usually don't have much time. The people at HM Insurance Group are incredibly responsive. When I reach out to my contact with a question, she quickly finds an answer—even if my question isn’t her direct responsibility. It's that responsiveness on the other end of the phone or email that truly makes a difference."

Continually looking to improve the company's products and services, HM Insurance Group companies conducted voice-of-the-customer interviews as part of a business process improvement initiative in 2015. Charles participated in a phone interview and appreciated the opportunity to provide feedback. "HM Insurance Group is the only carrier in this market that has ever asked me to participate in this type of process," he said. "Personally, I think they should continue doing what they’re doing."

HM Insurance Group is getting health care right—for Charles Carlson, for Arthur J. Gallagher and Co., and for the customers depending on them for coverage, every day.

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