To enhance its service capabilities, The PMA Insurance Group has relocated its 180-employee Allentown, Pennsylvania-based Customer Service Center to enhanced facilities in Allentown. The PMA Customer Service Center is now located at 6990 Snowdrift Road, Building A, Suite 100.
According to Jim Klotz, PMA’s senior vice president and chief information officer, in addition to providing more space, relocation to the new facility enhances the center’s efficiencies and effectiveness by improving workflow among units, advancing information systems infrastructure, allowing for more reliable and better system response time, and strengthening business continuity for PMA.
“PMA’s service approach combines underwriting, claims and risk control services from our local offices with the efficiencies of PMA’s highly automated Customer Service Center,” said Klotz. “PMA customers benefit from the combination of our highly personalized local service and the cost efficiencies and operational effectiveness resulting from the Customer Service Center’s automation.”
PMA’s Customer Service Center is responsible for many service functions, ranging from centralized intake of claims from employers, indexing claims-related documents into the company’s computer imaging system, fielding up to 1,800 calls per day from clients, brokers/agents, injured workers and medical providers, and providing underwriting support.
Along with the relocation, PMA changed the name of the Allentown Operations from “Corporate Processing Center” to Customer Service Center, reflecting the operation’s role in enhancing PMA’s service franchise.
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