Since joining PURE Insurance in 2009, Gary Stephen has reinvented the claims process at the company through his leadership of two major initiatives to enhance the claims and risk management processes and support the member experience. First is the PURE Member Advocates, who are fully licensed adjusters, able to take first notice of loss so that members only need to tell their claims story once. Second is the purEQ, an emotional intelligence training program for team members to develop strong EQ and maintain outstanding claims services. These initiatives have led to a Net Promoter Score of 91 from members who have experienced the PURE claims service, a retention rate of 96% and satisfaction rate of 98%.
In response to Hurricane Matthew in October 2016, Stephen designed a catastrophe readiness plan, which had more than 20 claims and risk management professionals and dedicated EMS/mitigation vendors and arborists stationed in affected areas to provide various kinds of assistance to members.