In Workers' Comp, It's All About Service

Jun 26, 2025

Like most things in life, you “don’t know what you got till it’s gone.” Same holds true in business and with workers’ compensation coverage.

At A.I.M. Mutual, we have policyholders who have left for what they thought were greener pastures only to regret the move. They often come back because what they thought were industry-wide standards—claims strategy discussions with adjusters, in-person injury prevention visits, and real people answering the phone when they call with a question or concern—were not.

That was the case with one Massachusetts policyholder, who quickly realized how unique their A.I.M. Mutual experience was.

“Our client partnered with A.I.M. Mutual for many years and developed a great working relationship with the adjusters,” said Michael Lescord, Client Advisor with Acrisure, an A.I.M. Mutual broker partner. “Quarterly claim reviews and regular contact were imperative to manage the claims effectively. The client decided to move to a direct writer for the 2023 policy term and learned quickly that a nationwide claims team was not the best solution to properly manage their claim activity. After a couple mismanaged claims, the client expressed interest in returning to A.I.M. Mutual. The level of experience regarding Massachusetts workers’ comp laws combined with the personal relationships developed with the claims team makes A.I.M. Mutual the perfect carrier partner for this insured…along with many other clients.”

Worth noting is A.I.M. Mutual’s policyholder retention rate is at 90%, meaning customer satisfaction is high overall and most policyholders look to renew each year. But when a former policyholder does reach out, the message from Underwriting is clear: Welcome back!

“These return policyholders have been missed, and we’re more than happy to pick up where we left off,” said Senior Underwriting Manager Jim Marcoulier.

Exceptionally high standards have made A.I.M. Mutual a workers’ compensation a service leader for 35 years and counting. The company insures more than 18,000 businesses throughout New England.