Rhode Island DMV Turns to Insurer for Customer-Service Makeover

Few people look forward to a trip to their state Division of Motor Vehicles office, but officials at the Rhode Island DMV are trying to change that.

In an effort to improve its image, the state agency has been getting customer service pointers from Rhode Island-based Amica Insurance, a company that has earned numerous awards for the way it treats policyholders.

The insurer last month launched a special training program for nearly 200 employees of the state agency.

“The DMV was thrilled when Amica offered to create a customized program, at no cost to the state,” Lisa Holley, interim DMV administrator, said in a statement. “Our customer service reps have not had any recent training. Without Amica’s help, we would never have been able to do this.”

Amica has earned many accolades for its dealings with customers who are trying to purchase car insurance online or in person.

The company has earned JD Power and Associates’ highest ranking for customer satisfaction among national auto insurers 10 years in a row.

Amica spokesman Craig Phelps said the company is happy to help.

“We’ve got an excellent training team that provides ongoing training to our more than 3,100 employees across the country,” he said in a news release. “And that training is one of the reasons we’re nationally recognized for our outstanding customer service, which wins awards year after year.”

The training team met with DMV officials in late October to develop a day-long session for all employees.

Holley said the idea is to change the negative image many people have of the DMV, which is often associated with long lines and seemingly endless waiting periods.

“Everybody’s had a positive response,” she said “Everybody’s embracing this change and really working hard to make it a better DMV.”

There has been no word on any Amica training programs at the U.S. Post Office.

About Matthew Morisset
Matthew Morisset is a proud alumnus of the University of Redlands, where he obtained a degree in English Literature. Utilizing his passion for analysis and writing, Matthew looks for important trends in the auto insurance industry and their implications for consumers and the market as a whole.

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