We are excited to announce that Liberty Mutual has been nominated for four U.S. Insurance Awards in 2020. The awards, hosted annually by Business Insurance, honor teams of professionals working on specific projects in the commercial insurance and risk-management sector.
From insuring the sharing economy to building a more inclusive workplace, our USIA nominations reflect some of Liberty Mutual’s most innovative work to date, as well as our ongoing commitment to excellence.
Winner: Insurance Underwriting Team of the Year
With ride-hailing, vehicle-sharing, car subscriptions, and autonomous vehicles, transportation options have never been so plentiful – or presented so many emerging risks. The peer-to-peer or B2B2C nature of the industry creates unique coverage challenges and claim scenarios.
Drawing on our vast commercial and personal lines expertise, our newly launched Mobility Pod represents a new underwriting model that brings a full range of tailored solutions and nuanced pricing approaches to the “modern mobility” marketplace. This dedicated practice combines creative commercial underwriting with product development, actuarial, legal, and claims teams to deliver a robust insurance experience.
The new model continues to build trust among brokers and customers which, in turn, fosters greater confidence in “modern mobility” businesses, helping them grow and thrive.
Finalist: TPA Team of the Year
In 2019, Helmsman Management Services, Liberty Mutual’s wholly owned third-party administrator, made a move to transform the claims experience through its new initiative, OneVoice.
OneVoice identifies insurance language that may be confusing to an injured worker – and could contribute to higher litigation rates, delayed returns to work, or prolonged treatments. OneVoice helps support injured workers by replacing jargon with inclusive, easy-to-understand terms that encourage a recovery partnership.
Since its inception, OneVoice has significantly reduced confusion and stress for injured workers and is a key part of our ongoing efforts to advocate for injured workers. Through e-learning videos, team discussions, and online resources, our 2,000 claims professionals have enthusiastically embraced OneVoice training, knowing they now have another valuable skill to help them connect and communicate with injured workers.
Many injured workers have remarked that they felt reassured by the OneVoice communication style, especially during a vulnerable time in their lives. And our customers are seeing the value, as well. One described the program as “a breath of fresh air,” while another reported they “recognized the impact” of OneVoice’s empathetic approach for their injured workers.
Winner: D&I Group of the Year
Liberty Mutual’s Diversity and Inclusion team developed an e-learning video series titled Inclusion in Action, which trains employees on inclusive communication skills and helps cultivate better interactions with customers and colleagues.
Already the recipient of a Telly Award, the interactive, self-paced video series features relatable workplace scenarios and has been viewed by more than 35,000 Liberty Mutual employees. Employees rated the video series a 4.6 out of 5 stars and two-thirds report that their managers continue to reference and use the video teachings.
The videos provide practical advice and focus on nine specific communication skills, from being trustworthy to practicing both/and thinking. Because of the success of the program and encouragement from industry peers, Liberty recently made the Inclusion in Action series available to businesses and organizations of all sizes to help build more inclusive workplaces. With a flexible pricing model, Inclusion in Action has generated funds for More than Words, a local not-for-profit supporting at-risk young people.
Finalist: Legal Team of the Year
Liberty Mutual’s legal department combined its expertise with technology to introduce flexible and efficient solutions that help improve the customer experience and reduce costs.
As an example of our team’s innovative approach, we leveraged technology to streamline and standardize several high-volume, repetitive processes, like nondisclosure agreements. Now, underwriters can independently generate legally approved agreements on demand, reducing a multiweek process to just a few hours.
In the last year alone, this updated process has generated more than 200 agreements associated with commercial underwriting, enabling our attorneys to focus on more mission-critical projects. This and other improvements have dramatically improved turnaround times and empowered our underwriters to respond more quickly to the needs of our customers.