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Encova Insurance Used Employee Listening to Gather Feedback and Manage Change During a Merger and Rebranding

Encova Insurance, headquartered in Columbus, Ohio, operates across 28 states and is recognized among the top 20 mutual insurance companies in the USA.

Customer EX Impact Award

  • The Challenge:

    • Integrate two groups of associates and merge two organizations into one cohesive Encova culture following the affiliation between Motorists Insurance Group and BrickStreet Mutual Insurance Co. in 2017, and the subsequent rebranding to Encova Insurance in 2019.
    • Embody a “We are Encova” mindset amidst structural changes and use the associates' listening program to guide the integration and continuous improvement efforts.
  • The Solution:

    • Utilized listening to gather feedback throughout the affiliation process.
    • Emphasized the importance of survey participation to foster a cohesive culture.
    • Developed a plan for continuous improvement based on associates' feedback, aiming to ensure that associates felt heard and were part of the company's evolution.
  • The Impact:

    • Increased employee engagement from 75.9% in 2018 to 86% in 2021, and further to 88% in 2023, indicating a successful cultural integration and strong associate connection to the company and its vision.
    • Witnessed a significant increase in favorability for the specific survey item, “I am optimistic about the future of Encova,” jumping 25 percentage points from 59% to 84% between 2018 and 2023.
    • Achieved company growth and profitability during challenging economic conditions, indicating a strong correlation between positive workplace culture, employee engagement, and successful business outcomes.