Customer service representatives answer the call

In this digital age, our phones can do almost anything (even make phone calls). And when you use your phone to call Grinnell Mutual, our customer service representatives (CSRs) answer your calls — 186,488 calls in 2017, to be exact.

And they never know exactly what that next call will bring. It may be a question about a policy, making a payment, or what tires to buy.

Tires?!

Yes, tires.

“She needed new tires and wondered what kind we recommended. I said that I can't really recommend one,” said Jeannette Dunham, a senior customer service representative. “I suggested that she talk to someone at her auto repair shop.”

The face of Grinnell Mutual

For Grinnell Mutual, customer service is at the center of our trusted relationships.

“With all the phone calls, we’re kind of the hub,” said Dunham.

Dunham and her colleagues field calls from both independent agents and policyholders. The calls are most often about bill payment and policy status, and there are “regulars” who prefer doing business over the phone.

“Sometimes you just have people who you can tell are just lonely and that two-minute phone payment may take a little longer but that's what we're here for,” said Dunham.

Teamwork gets the job done

Customer service is the foundation of Grinnell Mutual’s success.

“Customer service is the main part of any successful company,” said Lindsey Timm, customer service representative. “You have to have a good customer service team because we are the front line.”

 “I really enjoy the people that I work with,” said Alyssa Johnson, a CSR who joined the team in 2017. “We have some days that can be kind of long and tiring so just having the support of the other CSRs means a lot.”

CSR Stephanie German joined the team three years ago from another department and discovered just how committed the team was to success.

“They made it so much easier to learn everything,” said German. “It blew me away when I started. I wasn’t afraid to ask questions because every single person on this team will help you.”

As Johnson learned the ins and outs of customer service, the teamwork has created friendships.

“I started with another gal at the same time and so we got to train together,” said Johnson. “She's been one of my really good friends since I started this job. It's nice to have some close friends at work.”

When you call Grinnell Mutual

Our customer service representatives recommended ways you can save time when you call.

  • Know your policy number. As a Grinnell Mutual policyholder, you are a person, not a number. But to assist you, your CSR will need your policy number, so have it handy.
  • Be clear. Talking on the phone is a little different than speaking with someone face-to-face. “You have to be a detective sometimes,” said Timm. Before you call, take a moment to figure out how to say aloud what your issue is and how Grinnell Mutual’s CSRs can solve it for you. A little clarity goes a long way — consider writing your issue down before you call.
  • Be kind. Life can be stressful and our CSRs are committed to hearing and helping you. Please, don’t raise your voice to them.
  • Be honest. Sometimes unexpected things happen — that’s one reason why you have insurance. But know that whether it’s a dead dog, family illness, or a scheduling issue, our CSRs have probably heard it before, so there’s no need to feel nervous or embarrassed.
  • Be patient. Especially on Mondays, Fridays, and the days before or after a holiday. These are the days our CSRs receive the most calls — more than 100 per person per day, in some cases!

 

Before you call Grinnell Mutual

You may not need to call us! We’re always willing to help, but for many of our customers’ needs, agents are the go-to source. If you want to avoid making two phone calls to have your service needs met, check out the list of frequently asked questions that our CSRs get, and where you can find your answers in one step. Many things are self-service, so you can avoid the dreaded “hold” music all together!

How can I pay my bill?

You can pay your bill using Grinnell Mutual’s customer portal. (Registration is required — you’ll need your policy number and agency code, which can be found on your invoice, auto ID card, or dec page.)

Watch this video to learn how you can pay your bill with Grinnell Mutual in four steps:

 

  1. Login to Manage My Account.
  2. Tap “Pay Bill.”
  3. Choose the correct policy number from the dropdown menu.
  4. Select payment option, fill in the payment amount, enter your payment information, and tap “Continue” to submit the payment.

NOTE: If your bill is past due, you will need to call 800-362-2041 to make your payment.

How do I add a driver to my policy?

You will need to contact your agent to add a driver to your policy.

You can contact your agent using Manage My Account (login required) or by using the Find an agent feature on our website.

My address changed. What do I do?

To change your address, you will need to contact your agent.

I bought a new vehicle. How do I add my new vehicle to my policy?

Congratulations on your new vehicle! To add another vehicle to your policy, you will need to contact your agent.

How do I remove a driver from my policy?

To remove a driver from your policy, you will need to contact your agent.

How do I remove a vehicle from my policy?

To remove a vehicle from your policy, you will need to contact your agent.

I need to make a coverage change.

To make any coverage changes, you will need to contact your agent.

I have a question about a rate change on my policy.

Your agent will be able to answer any questions you have about changes to your rates.

I need my auto ID card. How can I get it?

As of April 2018, 48 states allow electronic proof of insurance — your auto ID card.

Watch this video to learn how you can download your Grinnell Mutual ID card in five steps:

  1. Login to Manage My Account.
  2. Tap “View ID Card.”
  3. Choose the correct policy number from the dropdown menu.
  4. Click “View ID Card.”
  5. Save to your device.

I need a copy of my dec page. Where do I go?

A dec page is shorthand for declarations page — the section of your insurance policy that lists key information about you, your insured property, and your policy. You can access and download your dec page using Grinnell Mutual’s customer portal in five steps:

  1. Login to Manage My Account.
  2. Tap “Manage Account.”
  3. Choose the correct policy number from the dropdown menu.
  4. Click “View dec pages.”
  5. Save to your device.

I forgot my password.

On the login screen, click “Forgot password,” enter the information requested, and click “Submit.”

I’m locked out of my account. This is so embarrassing!

You’re fine! Give us a call at 800-362-2041 and we will get your account unlocked for you.

Save our link

Quickly access your account by saving a link to Manage My Account Manage My Account on your device's home screen.

Apple devices

  1. Tap the share icon in your browser menu.
  2. Tap the "Add to Home Screen" icon from the share options.
  3. Tap “Add link” to save the link to your device's home screen.

Android devices

  1. Tap the menu button.
  2. Tap “Add to Home Screen.”

I need new tires for my vehicle. What do you recommend?

Call your local auto repair shop!