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Why Haven Life is a top rated life insurance agency



At Haven Life, we believe that it can and should be easy to buy life insurance online. But you know what's not easy? Get a high NPS rating. And we did it anyway! (And all during a pandemic, when the demand was on all the time.)

For a company, NPS (which stands for Net Promoter Score) is essentially a measure of how your customers feel about you. The rating comes from the answers that customers give to a series of standardized questions that cover all aspects of your service. Because the questions are standardized – not customized by a company to get positive feedback ̵

1; NPS is a very reliable way to find out how Haven Life customers really feel. (Your score may even be negative.) This is why it is used by more than two-thirds of Fortune 500 companies. People who answer the questions also give detailed feedback on what the pros and cons are and what they like and dislike about the company in question.

Haven Life is now 100 percent for NPS points in our industry. (We are about 30 points above most of our peers in the life insurance industry.) Life insurance is generally not considered a sexy product (we have no idea why), so it is rare for customers to be enthusiastic enough about their life insurance options to get a high NPS score. By comparison, Apple is known for having a high NPS score. Their is in the 70's, and it's ours too.

We asked Haven Life's brand director, Adam Weinberg, to tell us a little more about what our NPS points for life insurance mean.

In this article:

Why does this feel like such an achievement?

One of the things about NPS – for some this can be frustrating, but I think it's a nice thing – is that it really is a real team effort. There is no single thing that contributes to an NPS score. This is not because your website is beautiful and not because your website has no technical bugs. An NPS score takes into account the entire customer experience – it is not easy to manipulate or change. If you get a low NPS, you can not just make a few gears and suddenly you have a high one. To get a high score, you really need to have everything unbuttoned, from the back technical side of things to the email you send after they become policyholders.


Why do you think Haven Life received such a positive response from customers?

In general, I do not think people expect an overwhelmingly positive response from their life insurance agency, but the NPS results show that Haven Life customers do. One of our most important brand assignments from the beginning has been to create a community and an experience that treats policyholders as more than policy numbers. I think the fact that people said they would recommend Haven Life shows that we achieve it. People who say they should tell their family and friends about Haven Life are to me the best sign of confirmation that we are achieving what we want to achieve.

“People who say they should tell their family and friends about Haven Life is to me the best sign that we are confirming that we are achieving what we want to achieve. "

-Adam Weinberg, Brand Director for Haven Life

What feedback are you happiest with?

Seeing the positive feedback to our customer service team means a lot to me, as everyone has some meeting places for customer support that they have dealt with in their lives. But I know that if an applicant or policyholder reaches out to our support team that actually plays for our strengths. Not only are they team-friendly and empathetic, they are also extremely knowledgeable and they know how to communicate to different customers and applicants in a way that builds trust.

We have also been very focused on communicating in a way that values ​​people's time. Going to a typical insurance website can be overwhelming. there is a lot of jargon. We try to make it more efficient: Some of our most cited success areas for NPS are communication and customer experience.

  • Anything to acquire the mindset that my family takes care of because of something I did in a very short period of time was well worth it. From answering the pre-qualification questions online to participating in the medical examination in the city, I have started working with a team of really nice professionals.

  • Was pretty easy to fill out, but the online form disappeared in the middle so I had to start over. I called with a question regarding another problem with the form and it was resolved quickly.

  • Good customer service

  • Easy website to navigate.
    Quick answers.
    No unwanted calls.

  • The process was forward. Howl to the excellent customer service that answered more than dozens of questions I quickly had. After a few interactions, I realized that I was talking to the same real person every time, which made the process very smooth.

Is there any customer feedback that indicates room for improvement?

We read all our NPS feedback – positive and negative – we share it with the whole team and it has a profound impact on how we direct our strategy. It's good to hear about strengths, but we are going right into areas for improvement and seeing what we can do to deal with them. We use it to influence everything from site design, feature ideas, blog stories. From the NPS survey, we see people who want more tools to train in the life insurance shopping process. There are also people who now want physical copies of their policy, so we are working on something physical for policyholders to launch in the coming months.

Putting customers first is first and foremost central to our core values. I have been working at Haven Life for four years and the importance of feedback has not changed once since I joined. Our high NPS score shows that we as a team are really pulling in the right direction.

Our Editorial Policy

Haven Life is a customer-centric life insurance agency supported and wholly owned by the Massachusetts Mutual Life Insurance Company (Massmutual). We believe that navigating life insurance decisions, your personal finances and general well-being can be refreshingly easy.

Our Editorial Policy

Haven Life is a customer-centric life insurance agency supported and wholly owned by the Massachusetts Mutual Life Insurance Company (MassMutual). We believe that navigating life insurance decisions, your personal finances and general well-being can be refreshingly easy.

Our content is created for educational purposes only. Haven Life does not support the companies, products, services or strategies discussed here, but we hope they can make your life a little less difficult if they suit your situation.

Haven Life does not have the right to provide tax, legal or investment advice. This material is not intended to provide and should not rely on tax, legal or investment advice. Individuals are encouraged to seek advice from their own taxes or legal attorneys.

Our disclosures

Haven Term is a term life insurance policy (DTC and ICC17DTC in some states, including NC) issued by the Massachusetts Mutual Life Insurance Company (MassMutual), Springfield, MA 01111-0001 and is offered exclusively through Haven Life Insurance Agency, LLC. In NY, Haven Term is DTC-NY 1017. In CA, Haven Term is DTC-CA 042017. Haven Term Simplified is a simplified life insurance policy (ICC19PCM-SI 0819 in certain states, including NC) issued by C.M. Life Insurance Companies, Enfield, CT 06082. Police and rider form numbers and functions may vary depending on permit and may not be available in all states. Our California agency license number is OK71922 and in Arkansas 100139527.

MassMutual is rated by A.M. Best company as A ++ (Superior; Top category of 15). The rating is from Aril 1, 2020 and may change. MassMutual has received various ratings from other credit rating agencies.

Haven Life Plus (Plus) is the marketing name of the Plus Rider, which is part of the Haven Term policy and offers access to additional services and benefits free of charge or at a discount. The rider is not available in all conditions and can be changed at any time. Neither Haven Life nor MassMutual is responsible for the provision of the benefits and services made available under Plus Rider, provided by third party providers (partners). For more information about Haven Life Plus, visit: https://havenlife.com/plus.html Tue 1919909033. Read our information

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  • All to acquire the mindset that my family takes care of because of something I did in a very short time was well worth it. From answering the pre-qualification questions online to participating in the medical examination in the city, I have had to work with a team of really nice professionals.

  • Was pretty easy to fill out, but the online form disappeared in the middle so I had to start over. I called with a question regarding another problem with the form and it was resolved quickly.

  • good company, easy to work with.

  • Wow! I have life insurance and it only took 15 minutes! The process was simple, fast and painless. Now it's my type of life insurance! #GoHavenLife … it's (almost) like my birthday!

  • The Haven Life company provides a great price and a very easy to use process with an easy website to access. This is one of the best sites to use. I highly recommend this company.


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