An agency has a customer that imports and distributes natural evaporated crystal salt for chemical, industrial, consumer and highway markets. The renewal date was May 19. Because of a change in market conditions, the agency had placed the account with a state fund. The customer was seeing a high frequency of injuries at one of its locations and was working to improve workplace safety. The customer complained about the state fund's poor service and asked the agency to find a service-oriented carrier when the policy renewed.

The agency had intended to contact Zenith when the customer's policy came up for renewal, but it had fallen through the cracks. Coincidentally, Zenith had organized a quarterly planning meeting with the agency for May 14. While a Zenith representative was in the office, the agency principal asked for our last-minute help with this customer.

Zenith went to work. Zenith's underwriter immediately faxed information to our Safety & Health manager to confirm that the customer had made operational changes and set up controls to reduce injuries. Our Safety & Health manager visited the customer the next morning at 8 a.m. and phoned our underwriter, confirming the facts. Zenith's underwriter provided a quote to the agent on May 15. Coverage was bound May 17, with a May 19 effective date.

Zenith's five-day turnaround on a difficult account saved the day for the agency and demonstrated that Zenith is flexible and responsive to our agent partners.

The employer, an injection molding plastics operation, had workers' compensation insurance with one of our competitors but desired better service, especially in Safety & Health. In particular, the employer needed help formalizing its Safety Program and wanted assistance reviewing its machinery for proper guarding. The employer was not receiving Safety & Health services from its current carrier and wanted a carrier who would commit to quarterly visits. The employer gave the agent an ultimatum: "Either find me a better workers' compensation company or I'll find myself a better agent."

The agent asked Zenith to help, knowing that Zenith's exceptional service and ongoing commitment to its customers would please this demanding employer.

Zenith went to work. Zenith's Safety & Health consultant visited the employer and developed a plan that included quarterly visits from the Zenith consultant. Not surprisingly, Zenith's ability to demonstrate safety expertise and flexibility made the agent look good and, as a result, we were able to help the agent retain this account.