At online insurance agency CoverHound, “putting the ‘we’ before the ‘me’” is part of the culture that’s built around tracking “net promoter scores” of customer satisfaction before premium volume, according to the chief executive officer.
“That’s how we hire,” said CoverHound CEO Keith Moore. “We try to hire people who are willing to work with each other and also serve the customers—serve the needs first,” he said, responding to a question about the growth at his company over the six years it’s been in business.
When Moore joined CoverHound’s board of directors in 2011 (a year after the company was founded), the workforce consisted of a half-dozen employees—mostly engineers who were building out the initial part of the platform. “Today, we’re right at a hundred employees,” Moore reported during an early September interview.
CoverHound arrived on the scene well before descriptive mash-ups like “InsurTech” and “fintech” were in vogue, initially allowing customers to compare and purchase personal auto insurance online at CoverHound.com. In September, CoverHound added commercial insurance lines like workers compensation, business owners packages and commercial auto to the mix, making policies from Chubb, Liberty Mutual, Berkshire Hathaway Direct, Hiscox, Progressive and Employers available to businesses with 20 or fewer employees. Pushing the envelope further, Moore, whose personal career accomplishments include building the first online homeowners insurance instant quote and direct purchase engine in the state of California 16 years ago, led his CoverHound team of innovators to a new first—direct sales of cyber insurance bundled with cybersecurity products online—with the launch of a separate CyberPolicy.com site in October.
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