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State Fund Today

Our Annual Customer Survey

State Fund
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At State Fund, listening to our customers is essential to improving the service we provide. Each year, we conduct our Voice of the Customer survey to better understand the experiences and expectations of our policyholders and broker partners.

In our 2025 survey, 1,695 policyholders and 202 brokers shared their feedback. We appreciated the time each took to provide valuable insight. While opportunities to improve always remain, the results indicate we are making meaningful progress.

Our customer experience team reviews both survey results and customer comments and shares these insights across our organization to help guide service improvements. We are pleased to share several actions taken in the year leading up to the 2025 survey that helped enhance the customer experience:

  • Integrated AI to gather data points from online resources to streamline quote requests.
  • Combined the billing service unit and policy service center into a single service center to serve as a one-stop shop for inquiries.
  • Provided targeted training for claims intake specialists to better explain claims letters—addressing a key customer pain point.
  • Enabled policyholders to pull payroll records directly from payroll providers into the audit portal, reducing time and effort.

Based on this year’s results and customer feedback received throughout the past year, here are some of the efforts currently in progress:

  • Enable policyholders to quickly access certificates of insurance through a self-service option, streamlining the process.
  • Provide customers with additional billing plan options and updating down payment requirements to increase flexibility.

Thanks to everyone who completed the survey. If you missed it last year, we hope you’ll participate when it returns this fall. Your feedback is always welcome, and we appreciate your support.