More money, more problems
We partner with this vendor to process electronic payments.
What is Speedpay?
Members love (sarcasm) the app, and have rewarded us with this rating in the app store.
What is 3.6
He’s head of the class (or at least the alphabet). This is the middle name of our fearless leader.
What is Alan?
The godfather of NPS
Who is Fred Reichheld?
We created this tool to prevent friction in the login process.
What is Annual Identity Verification (will accept AIV and 2FA)?
Most members make payment on their bills in this form.
Credit Card
Check
Check (50% of members pay by check).
Though we provide unique privileges to our membership, This isn’t one of them.
PURE Home Spotlight
PURE Art Spotlight
PURE Boat Spotlight
What is PURE Boat Spotlight
In 2011 you could find this team member exploring Asia.
Who is Sloane?
This is the industry standard for NPS.
What is 22? Based on Qualtrics data
Members with this type of computer (over half of the membership) could not open PDFs generated and sent by PURE. We fixed it.
What are Macs?
You might be surprised at the percentage of billing calls into Member Services each month.
What is 62% (will accept between 60-65%)
Slow and steady is the name of the game when it comes to adoption- and we feel really good about how far we’ve come with this percentage of app downloads.
What is 21%?
Not NOT the captain of their high school tennis team (JV).
Who is Josh?
It could be worse! Our current NPS score has trended down as of late, but has held steady the last 2 quarters.
What is 60 (will accept 59.5)
Though the goal is to decrease auto claims costs, an integration failure with this company prevented coverage from being confirmed electronically, resulting in payments where there was no inforce coverage.
Safelite
On average, this percentage of members receive a NOIC per month.
What is 2%
This tool has garnered over 1000 uses since deployment in 2020.
What is the PURE Home Spotlight?
You can find him in the club, bottle full of bub (I mean, I assume). Anyway, a favorite pastime for this team member.
Who is Brad?
Not surprisingly, these particularly engaged members have a higher NPS score than those who aren’t as engaged.
Who are digitally engaged members (will also accept: had a claim, longer tenure, larger account)
This application was created to simulate a member tool so that our field and service teams can better assist with promoting adoption and answering member’s questions
What is the Demo App?
We made this change to remove bill pay friction for this popular type of payment.
What is: removal of credit card minimum?
In 2021 we added these three features to the portal/app. (hint: one of which we took down/decommissioned)
What are What If, CAT Tracking (will accept weather alerts), PURE360?
Member Experience was originally part of this department.
Marketing
Underwriting
Distribution
Claims
MX was always a standalone department
What is Marketing?
Designed specifically for our members to share more information with PURE, it is currently comprised of 74% promoters, 17% passives, and 9% detractors.
What is the member feedback tool.
Shown here: another benefit of membership
(see image)
What is Temporary Proof of Coverage?