A Deep Dive Into LOOP's Customer Care

Published on
March 31, 2023

Most car insurance companies only care about their bottom line—focusing on profit and growth over the actual humans they protect.

LOOP flips that business model on its head. We focus first on our communities and the people in them, expanding access to financial products and offering more Equitable services.

We’re not just in the business of insurance. We’re in the business of relationship building. That’s what makes LOOP different, and that’s why thousands of people are joining us.

We don’t just say we put our members first. We actually do. Here’s how.

How does LOOP approach customer care?

LOOP supports our customers by providing an individualized, empathetic experience for our members, particularly those in marginalized and underserved communities.

A human-led approach

We know what it’s like to deal with customer service, especially in a normally stuffy industry like insurance. Sitting on hold, listening to someone read off a script, getting the runaround … all of these tactics are extremely frustrating and often don’t solve the problem.

First things first: Our customer care team is made up of real-life humans, not robots. We try to meet our Members where they’re at, providing support when you need it—talking to you like we would a friend or coworker. That’s why our team is called Customer Care—our number one priority is helping our Members.

“People should feel like they're actually talking to a real person, that LOOP is not just a chatbot or a recording or somebody who's following a script,” said Kevin Froleiks Senior Operations Manager, Customer Care at LOOP. “Even though insurance can be serious, we try to be welcoming and empathetic with it.”

How our mission influences how we work with members

Our quest to build Equitable financial products to empower and uplift our community is at the heart of everything we do, including our approach to customer care.

“Our whole mission is based on, let's not treat people like numbers, let's treat them like actual human beings,” said Kevin, “Credit score, for the most part, is weighted so unfairly against so many people. It really is rigged against people. So it’s about building an insurance product that's based on equity and leveling the playing field there across different financial barriers that people have. That's really the core of LOOP’s whole mission.”

We don't just talk about making our Members' lives easier—we actually do it. We want to fix car insurance by offering fair and transparent rates, good Member support, and a positive impact on the communities we serve. LOOP is a mission-driven B-corp, which means that we're focused not just on insurance, but on creating social good in the process.

Our mission clearly resonates with our Members. We’ve grown over 51,000% in the past year, saving members $6.28 million from industry bias, and maintaining an average customer satisfaction rating of 75%.

“A lot of times people are calling their insurance company because they just had the worst day of their life,” said Kevin. “That’s when you want to talk to somebody that actually cares about what you just went through and wants to help you make it not as painful. I want [Members] to know that we actually care about helping them.”

Common challenges we solve

LOOP is about no longer making insurance the biggest headache of your day, so you can focus on more important things in life.

Handling logistics from day one

We want you to feel like a part of the family from day one. Many new Members have lots of questions, from how their policy works to app functionality to paying their bill. LOOP offers educational support online and through their Customer Care team, equipped to answer any questions you may have.  

LOOP’s Customer Care team also stays on top of missed payments and policies that risk cancellation. We provide a heads-up 10 days before policy lapses, along with additional reminders as the deadline moves closer. We also provide phone and email support for Members who have questions about their lapsing policy.

Helping members on the road

We also help Members deal with filing a claim after they get into an accident or other issue while on the road. LOOP serves as the liaison between the Member and the claims partners, working to provide updates and ensure the process goes as smoothly as possible.

Getting into any sort of accident can be scary, and handling the logistics of what happens after can be stressful, especially if you’re unable to drive your car. We’re here to provide support and lay out what your options are, talking through the best next step for you.

Tech solutions to frequent Issues

Not everyone likes talking on the phone as much as we do, which is why we’re working to build a self-service app that can handle common and frequent questions. This includes a help center with educational resources and a chatbot that directs Members to helpful resources that can potentially help them solve the problem or answer their questions on their own.

“A lot of times people are like, ‘Oh, this was great. I don't even need to call in’. It saves them time,” said Kevin. “And it lets us focus on people that maybe have more nuanced issues.”

Why is LOOP a great place to work?

We don’t just offer high-quality insurance products and world-class customer support to our members. We also strive to be a great place to work.

People are the center of everything we do. We treat our employees like our members, by putting them first. We’re in a period of exciting growth, offering our employees the opportunity to help drive a company that’s rewiring a centuries-old, discriminatory industry.

“I really love just how everybody is very much on the same team. Everybody understands what we're trying to build,” said Kevin. “I felt very fortunate to find a company that cared about its members and cared about the cause it was trying to fix.”

Now that you know our approach to customer care, the next step is to check out how fair pricing can freshen up your budget! Get a quote here.

You don’t need a good credit score to have great car insurance!

Check out how much you could save today.

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