PMA Companies Announces Results of 2009 Client Satisfaction Survey

PMA Companies today announced the results of its 2009 customer satisfaction survey. According to the results of the independent research survey, PMA Companies continue to achieve very high levels of client satisfaction. The survey of PMA clients found that 96 percent reported that PMA meets or exceeds their service expectations.

In the spring of this year, clients across PMA Companies business segments were surveyed to learn of their satisfaction with PMA services, and to understand their top priorities and the factors influencing their selection of an insurance carrier or a third party administrator. The 2009 survey is part of a multi-year PMA research program designed to benchmark clients’ satisfaction with PMA Companies overall service model and guide the organization’s customer service strategy.

James P. Murphy, Ph.D., of J.P. Murphy & Company, the firm conducting the survey, stated, "It is clearly the opinion of PMA clients that the company is delivering very high customer service levels. The research results provide solid evidence of PMA Companies service culture and its focus on meeting and exceeding clients’ needs. This year’s scores actually inched up slightly over the last survey conducted in 2007, with a higher percentage of respondents indicating that PMA exceeds their service expectations, which is not easy to do at an overall service level of 96 percent.”

"We are extremely pleased with the findings of the survey. Our results underscore that PMA employees work very hard to understand our clients’ needs and deliver tangible value to them. We strive to set the bar in service excellence, which is our primary competitive distinction and the foundation of our brand,” said Vincent T. Donnelly, President and Chief Executive Officer of the PMA Companies. "I am very proud of all PMA employees for their passion and success in delivering exceptional levels of service to our clients, agents and brokers.”

Other survey findings include:

• Survey respondents particularly recognized PMA Companies for prompt and aggressive claims management; the responsiveness and professionalism of its customer service personnel; and the company’s knowledge and expertise in all areas of workers’ compensation insurance.
• The most pressing risk management issues for larger accounts, defined as those with 1,000 employees or greater, include the ability to reduce claims costs and understanding risk exposures.
• Ease of doing business, knowledge level of customer service representatives, and ease of reporting a loss were among the biggest considerations to accounts with fewer than 1,000 employees.

About PMA Companies

PMA Companies provide risk management solutions and services, including workers’ compensation and property & casualty insurance throughout the United States. Headquartered in Blue Bell, PA, PMA Companies are the operating companies of PMA Capital Corporation (NASDAQ:PMACA), a holding company that includes PMA Insurance Group, specializing in workers’ compensation and other commercial property & casualty insurance products; PMA Management Corp. and PMA Management Corp. of New England, providing results-driven risk management services; and Midlands Management Corporation, a managing general agent with a specialty in excess workers’ compensation, program administration and third-party administration services.

For additional information, visit www.pmacapital.com.