Customer Service Excellence

“Perfection is not attainable, but if we chase perfection we can catch excellence.”
Vince Lombardi


As an underwriter of P&C Agent E&O insurance policies, I like to work by this principle from Vince Lombardi.  My job is to review applications for new and renewal policies and determine if the applicant is a fit for our program or not.


If the application is approved, I tailor a quote to the client’s unique circumstances to ensure they receive the coverage they need at a premium that is competitive.


This job description does not afford me the opportunity to be as much of a salesperson as much as it requires me to serve the client at a very high level and look out for their best interests, while performing my underwriting duties.


That’s the key, service at a very high level.


Everyday has new customer service challenges. From my perspective, what distinguishes Rockwood in the marketplace is the high level of service our clients receive. I don’t have one story to tell. Every day is full of small individual stories.


From client to client, each one unique, I serve them as if I were in their position, shopping for a policy and looking for guidance and wisdom in the process.





Excellence starts with a human connection

When a client calls, there is no need to talk to machines because they have direct access to the underwriter who will work with their account.  We make ourselves personally available to our clients during the entire underwriting process, so they can ask questions and voice concerns.


This allows them to work with the underwriter from the beginning of the process to the end. 


Rockwood service never stops
After the policy is purchased and bound, servicing the client does not stop there.


When the policy comes due for renewal, we send a reminder 60 days, then 30 days ahead of time.  We will also follow up with a phone call 2 weeks and then 3 days prior to your renewal to ensure there is no lapse in coverage. Every client receives this level of service.


Our highly personal approach creates customer loyalty

The happy ending to this story is that we have a long list of clients who come back to us year after year. We get to know our clients. We begin to find out what’s going on in their life. We end up making personal connections and look forward to the next time we interact with the clients and they seem to do the same. 


We regularly hear the client’s appreciation.  A recent handwritten note from a longtime client reads, “Marie, once again you made the renewal process simple, smooth and painless for me.   Excellent work Rockwood!  Take care and I look forward to connecting at renewal time again next year.”


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Marie Ciliberto is an underwriter in the P&C Agent’s E&O unit.  She initially joined Rockwood Programs in February 2007 as an administrative assistant.  Ms. Ciliberto was first promoted to underwriter within the Life Agent’s E&O operation in 2011.  Ms. Ciliberto graduated from Delaware County Community College in 1997.  She possesses a P&C Agent’s license and is currently pursuing a Property & Liability Insurance Principles designation.