Church Mutual Service Center Certified Seventh Straight Year

MERRILL, Wis.–(BUSINESS WIRE)–Church Mutual Insurance Company’s Commercial Lines Operations Service
Center has been recertified as a Center of Excellence by BenchmarkPortal.

This marks the seventh consecutive year Church Mutual has earned the
prestigious honor. Church Mutual is one of only 14 service centers in
the entire country to hold the certification for that time span.

“The Center of Excellence achievement represents your commitment to
delivering customer service that is both effective and efficient,”
BenchmarkPortal CEO Bruce Belfiore said. “It is the culmination of
important initiatives that were undertaken to achieve sustainable
service excellence.”

The recertification followed an intensive review by BenchmarkPortal. To
earn the Certified Center of Excellence designation, call centers are
measured on 22 key performance indicators and must also undergo audits
conducted and verified by BenchmarkPortal researchers.

“The Service Center keeps improving on its performance each year,”
Church Mutual CEO Mike Ravn pointed out. “Our 90,000-plus customers are
the beneficiaries of their outstanding service capabilities. As a mutual
company, we are here first and foremost to serve our customers. The
Service Center is our most vital link in that chain.”

Among the Center’s impressive numbers:

  • It handles approximately 412,000 calls per year.
  • Its average speed of answer of 12 seconds is almost three times as
    fast as the property and casualty insurance industry average (33.3
  • Its percentage of dropped calls (1.31) far exceeds the industry
    average (4.43).
  • Average hold time of 20 seconds is less than half the industry average
    (47.82 seconds).
  • Showing its versatility, it handles 184,800 emails annually, again
    almost tripling the industry average of 65,482.

Only about 10 percent of all service centers that begin the
certification process meet the standards necessary to earn Certified
Center of Excellence status. Presently 88 United States customer service
centers hold the designation, including three in Wisconsin.

“Maintaining this certification has been one of our primary goals,”
Church Mutual Commercial Lines Operations Manager Jon Smith said. “If we
meet the high standards established by BenchmarkPortal, we know we are
providing outstanding customer service. This verifies that we have not
only met, but far exceeded those standards. I could not be more proud of
our employees.”

About Church Mutual Insurance Company

Church Mutual Insurance Company, founded in 1897, offers specialized
insurance for religious organizations of all denominations and insures
more than twice as many religious organizations as its nearest
competitor. Church Mutual is rated A (Excellent) by industry analyst
A.M. Best.

Fact Sheet

Church Mutual’s mission is to be the premier provider of insurance
services to our customers in the religious institutional marketplace and
other compatible markets.


• 3000 Schuster Lane, Merrill, WI


• 1897


• $1.45 Billion in Assets (2014)

• $580 Million in Policyholders’ Surplus (2015 EST.)

• $660 Million in Direct Premiums Written (2015 EST.)

Market Area

• All 50 states and the District of Columbia

Products and Services

• Most lines of commercial property and liability insurance, including
multi-peril, workers’ compensation and commercial auto insurance

Insurance Specialty

• Churches, schools (public/private, K-University), camps, conference
centers and assisted living centers

Number of Employees

• Approximately 800 at home office

• Approximately 240 in the field

Awards and Recognition

• “A (Excellent)” rating with A.M. Best Company

• 2015 Ward’s 50 Top Performing Property and Casualty Insurance Companies

• National Customer Service Center ranked top 10 in nation by



Church Mutual Insurance Company
Jay Lillge, Corporate
Communications Manager
(715) 539-4503
Schuster Lane, Merrill, Wis. 54452