From left: Jeffrey Aiken, Debra Canales, Barry Hittner, Robert DiMuccio, Debra Paul, Diane Souza, Ronald Machtley, Jill Avery, Michael Jeans, Donald Reaves, Peter Marino, Patricia Chadwick
Robert A. DiMuccio Chairman, President and Chief Executive Officer
As we enter a new decade, I’ve spent time reflecting on the one that just ended. The changes at Amica during that time were numerous and significant. I’m proud of all we accomplished, and I’m grateful that, as an organization, we chose to embark on a path of continuous adaptation. Embracing change has allowed us to better serve you, bring out the best in our employees, and continue to play a relevant role in a world that’s constantly evolving. As your needs changed, we created new ways to help – from on-demand self-service tools to streamlined and integrated systems that reduce friction in our processes. If I were told a decade ago that over half of our customer transactions would be handled without the need for an Amica representative in 2019, I wouldn’t have believed it. But here we are, and it’s a reality. It’s also a strong trend, and we’ll continue to make changes to give you the functionality and convenience you desire. But no matter how we evolve, certain things are constant. Our commitment to service, kindness and financial stability has remained unchanged for well over a century. These concepts define the Amica experience for you, for our employees and for our communities.
President, Ravengate Partners, LLC Age 71. Director since 1992. 1, 3
Attorney-at-law Age 73. Director since 1993. 1, 2
President, Bryant University Age 71. Director since 1999. 1, 4 (Chair)
Attorney-at-law Age 74. Director since 2000. 1, 3 (Chair)
President, New Directions, Inc. (Retired) Age 71. Director since 2001. 1, 3, 4
Chancellor and Professor, Winston-Salem State University (Retired) Age 73. Director since 2004. 1, 2
Chairman, President and Chief Executive Officer, Amica Insurance Age 62. Director since 2005. 1 (Chair)
Executive Vice President and Chief Administrative Officer, Providence Age 58. Director since 2012. 1, 4
Senior Lecturer, Harvard Business School Age 52. Director since 2015. 1, 2 (Chair)
President and Chief Executive Officer, Fellowship Health Resources, Inc. Age 56. Director since 2019. 1, 2
President and Chief Executive Officer, Neighborhood Health Plan of Rhode Island Age 51. Director since 2019. 1, 3
Chief Executive Officer, UnitedHealthcare Specialty Benefits (Retired) Age 67. Director since 2019. 1, 4
1 Investment Committee 2 Audit Committee 3 Governance and Nominating Committee 4 Compensation Committee
Service
Kindness
Financial Stability
Amica Values
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from the moment we connect with a new customer and continues with each interaction along the way. It’s not complicated – in fact, it’s quite the opposite. At Amica, we strive to make the customer experience as simple as possible, and to serve you in a way that best fits your unique needs. As I mentioned, many of you are showing a preference for self-service and digital interaction. But even for the most digitally savvy customer, the time may come when you need someone to talk to. That’s especially true after you’ve experienced a loss. That’s why our people are invaluable. Customers know there are helpful and knowledgeable individuals available to provide assistance when needed. And that truly distinguishes us from other companies. The excellent service our team members provide is fueled by something greater – kindness.
service
is the difference between simply signing up for coverage and knowing that, should the unexpected happen, someone will be by your side every step of the way. To our employees, those on the front line and those behind the scenes, kindness is putting themselves in others’ shoes and providing the personalized help and support that you need. It’s why so many of you remain customers for your entire lives, and it’s why you pass Amica down through the generations. When service and kindness are an integral part of the customer experience, it becomes something special – something consumer organizations like J.D. Power have long recognized. With four more J.D. Power awards in 2019, we became the first insurance company to ever reach 50 syndicated awards. And we’ve earned them all since 2000. The kindness our employees show doesn’t stop there. It bubbles over to their communities, where they give generously of their time and financial resources to bring about positive change. As a company, we take pride in the good they do and provide them with support that maximizes the impact of their efforts. You can read more about the great community contributions of our employees and the Amica Companies Foundation in the Kindness section of this report.
through careful underwriting, prudent investment practices and fair claims handling. By keeping our eye on the long term, we’ve successfully navigated swings in the financial markets, years of record-breaking natural disasters, and costly technology trends that become obsolete as quickly as they arrive. At year-end 2019, we remained financially sound with a strong balance sheet. In fact, our combined ratio improved to 102.9% in 2019, the best we’ve had in several years. Favorable home and auto loss ratios, lower catastrophe losses and steady premium growth supported this improvement. I must also acknowledge the success of Amica Life, which celebrated its 50th anniversary in 2019. After five decades of growth, it continues to help more families face the future securely. Amica Life also continued to enhance its digital platforms and services, which will provide a more seamless customer experience. These new tools enable applicants, policyholders and our employees to interact in a variety of customer-friendly ways based on individual preferences. When I think about these achievements, combined with the positive operating results, I am enthusiastic about the future of Amica Life. Service, kindness and financial stability – they are at the core of everything we do at Amica. I am honored to lead a company that puts these values to work every day.
As the cornerstone of our company since 1907, our reputation for
is recognized throughout the insurance industry. It starts
can be incredibly powerful, yet it’s not always seen as an important part of business transactions. To our customers, kindness
financial stability
As an insurance company,
is of the utmost importance. We’ve maintained our financial strength over the decades
Welcome to the 2019 Amica Annual Report
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“One of the things I am INCREDIBLY thankful for every year is that I discovered Amica Insurance 20+ years ago. We haven’t had to make many claims over the years, but when we did, it was with such support and expedience that it made me happy to pay that bill every year! My peace of mind regarding our insurance company is strong! Thank you so much for so many years of incredible service!” - Julia
“I love your company. It is completely and thoroughly unmatched. I've been with you for my entire life – so was my grandfather, so was my mother. Keep on truckin’, Amica.” - Pam
“Amica is the hallmark of customer service in the world of insurance. We have been with Amica since 1972 – home and auto ... They handle everything, and they are happy to help you. I have no intention of going anywhere else. Amica is the only company you need.” - Steven
“I want to say that Amica has truly impressed me. I was in an accident last week, and the claims experience has been the easiest, most seamless experience I've ever had with an insurance company. Literally, I haven't had to lift a finger. Amica’s amazing, and I just want to say thank you.” - Heather
“Thank you, @Amica, for making it super easy to transfer my insurance to a new car, and for emailing me the RMV paperwork! Fifteen minutes on the phone was all it took, and no hold time.” - Liz
“
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With four more J.D. Power awards in 2019, we’re now the first insurance company to ever reach 50 syndicated awards. We received the highest ranking in the following studies last year: • U.S. Auto Insurance Study (New England Region) • U.S. Home Insurance Study • U.S. Auto Claims Satisfaction Study • U.S. Property Claims Satisfaction Study
Amica reaches 50 J.D. Power awards
U.S. News & World Report’s 360 Reviews team named Amica Life one of their Best Life Insurance Companies of 2019. U.S. News evaluated the selected companies based on consumer needs, including financial ratings, online tool availability and cost.
Amica Life recognized by U.S. News & World Report
Providing exceptional customer service has always been Amica’s top priority. The products and services we offer today look a lot different from those we provided a century ago, and, undoubtedly, they’ll continue to evolve as we respond to our customers’ changing needs. Here are some of the ways we enhanced our service in 2019:
2019 Amica Annual Report
It’s important that customers are comfortable using the digital tools we offer, and that we deliver the same level of service no matter how you choose to interact with us. While all of Amica’s frontline employees can assist with these tools, we created a specialized Digital Assistance Center (DAC), staffed by a tech-savvy team in our Service Center Operations group, to help with some of the more technical challenges. The DAC’s one-on-one assistance will get you back on the right track.
We’re thrilled to offer our customers Amica’s photo appraisal app, which allows you to upload pictures of your vehicle damage at your convenience. The photos are then routed to our team of experienced appraisers, who use them to complete a repair estimate. Typically, payment is made within a day of photo submission. Thousands of our customers took advantage of this new tool in 2019 with great success.
changes to your policies, pay bills, and report and manage claims from your mobile device. Our new user feedback tool is a great addition that lets you tell us what you think and share ideas that will make the app even better.
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, our free
home maintenance app that includes useful reminders, seasonal suggestions
.
Innovation is an important part of the Amica culture that requires us to look outside of our own organization. That’s why we actively participate in an external innovation ecosystem of start-up companies, academia, and government and corporate partners in New England and across the globe. Through our relationship with MassChallenge, a Boston-based nonprofit that develops start-ups in all industries, Amica executives directly connect with entrepreneurs in Rhode Island and Massachusetts. By lending their expertise to help entrepreneurs launch and grow their ventures, Amica employees get a front-row seat to the innovative products and services of the future. And with MassChallenge’s global footprint and satellite locations in Israel, Mexico and Switzerland, Amica has additional access to some of the most innovative new companies across the globe. We also partner with corporations that share our interest in innovation and experimentation with new tools and techniques. One example is FM Global, a large commercial property insurer that believes most property losses can be prevented. Their researchers and engineers help businesses understand and proactively mitigate risks, and, through FM Approvals, they test and certify building materials and products at their state-of-the-art research campus in Rhode Island. The Amica and FM Global innovation teams meet frequently to collaborate on innovation, with a special emphasis on investigating smart home technology and its potential to reduce risk in homes. To develop breakthrough solutions, sometimes you need a fresh perspective, and we partner with colleges and universities to help us find them. Amica is a sponsor of Bryant University’s annual IDEA Challenge – a three-day program where freshman students use outside-the-box thinking to solve complex problems. We also engage with Cornell University and Syracuse University to provide practical learning experiences and gain interesting perspectives from the students.
Visit the App Store or Google Play to download Amica Mobile or Home Check by Amica
In last year’s annual report, we introduced Home Check by Amica
We strive to make every touchpoint with our customers positive and memorable. Sometimes circumstances arise when our people really shine. We’re happy to share this heartwarming story of a longtime Amica insured, and a representative who saw an opportunity to brighten his day during the holiday season. Check out the video.
Amica’s newly refreshed mobile app gives customers the ability to fully manage their Amica account and policies on the go. With functionality that’s mirrored on Amica.com, it’s easier than ever to access ID cards, view policy documents, make
and preventive tips. We’ve made several enhancements to the app in the past year to deliver specific, personalized information about your home. At the same time, we can provide timely seasonal and weather-related news, and you can connect smart home devices to detect water leaks.
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Amica’s newly refreshed mobile app gives customers the ability to fully manage their Amica account and policies on the go. With functionality that’s mirrored on Amica.com, it’s easier than ever to access ID cards, view policy documents, make changes to your policies, pay bills, and report and manage claims from your mobile device. Our new user feedback tool is a great addition that lets you tell us what you think and share ideas that will make the app even better.
We champion programs and events that foster growth and stability in communities across the country through grants and sponsorships.
We encourage our employees to engage with the community, and support them with programs to increase the impact of their efforts. Programs include paid time off to volunteer, donation matches and grants awarded to nonprofits in the names of employees and their spouses who are actively involved in those organizations.
$4.2
million to support
nonprofits through grants and sponsorships
50%
of Amica’s
grant dollars are employee-driven
150%
Amica match
for employee donations to qualifying organizations
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What can a backpack, new clothes or eyeglasses mean to a student going back to school? For families experiencing hardships, it can mean everything. To learn more about our partnership with Frisco Family Services in Frisco, Texas, check out the video.
One way we support organizations that matter most to our employees is through our Employee Community Involvement Program (ECIP). Through this program, more than 200 nonprofit organizations around the country received financial support in 2019. One example of an organization we assisted was Special Olympics Rhode Island, supported by Mark Dailey, an Appraiser Specialist in our Rhode Island Claims Office. Mark, whose daughter is a Special Olympics athlete, said, “I’m very thankful to work for a company that supports me, and what I consider to be one of the most respected nonprofit organizations in the world for helping individuals with intellectual disabilities.”
During the holiday season, Amica employees around the country donated more than 50,000 food items – and their time – to community organizations. To learn more about our Month of Giving, check out the video.
Nearly 10,000 runners and walkers participated in the 50th anniversary of the Amica Insurance Seattle Marathon in December. As part of the event, we announced a new initiative called RUN-raising for Good, through which randomly selected marathon participants fundraising for a qualified nonprofit organization received an additional $1,000 contribution for their designated charity.
Prior to the Buzzards Bay Swim in June, Amica employees picked up trash, removed debris and raked seaweed to keep the shore clean around the outer harbor of New Bedford, Massachusetts. The Buzzards Bay Swim is an annual open-water swim benefiting the Buzzards Bay Coalition, a nonprofit that works to protect clean water in the region.
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Amica was honored at the second annual Common Good Awards, hosted by Rhode Island Monthly magazine, for being a local business that inspires philanthropy and volunteerism. Our multifaceted approach to social responsibility allows employees to invest in their communities in meaningful ways through programs like Matching Gifts, Employee Community Involvement and Volunteer Day.
We believe by working together, we can make meaningful and positive change in our communities. We proudly support many organizations that promote well-being, as well as individual resiliency and financial security. Our efforts are twofold, rooted in engaging communities and empowering employees.
Insurance is a people business, and the nature of what we do allows us to connect with customers and the communities where we live and work. Whether it’s putting someone’s life back together after a major claim or volunteering at a nonprofit organization, our employees’ genuine interest, empathy and kindness leave a lasting impression on those around them.
2010
2011
2012
2013
2014
2015
$3.5
Billion
$1.5
$3
$14.5
$38
$40
Bar Graph Example
Premiums Earned
Premiums From New Sales
Increase in Renewal Premiums
$2.4 Billion
$141 Million
$88 Million
Our combined ratio improved to 102.9% in 2019, compared to 103.9% in 2018 and 110.8% in 2017. This is the best combined ratio we’ve had in several years, and it’s the result of strategic underwriting initiatives driving improved loss experience. Specifically, we saw more favorable results in our home and auto loss ratios. Our home loss ratio was 53.7%, down nearly 9 percentage points from 2018. And our auto loss ratio was 63.8%, down more than 3 percentage points from 2018. Lower catastrophe losses were a driving factor behind the improved ratios.
Premiums Earned totaled $2.4 billion, an increase of about 3.7% from 2018. This growth was aided by $141 million in premium from new sales and an additional $88 million in renewal premium over the previous year.
2017
2018
2019
110.8%
103.9%
102.9%
At the end of the year, we had $5.4 billion in assets. We also achieved nearly $2.8 billion in surplus, a strong indicator of our stability and preparedness to respond to the unexpected.
Amica Values Financial Stability
As a mutual insurer, our primary focus is in maintaining financial stability through a well-managed investment portfolio and a conservative business philosophy. Our mutual structure, combined with a strong financial foundation, provides exceptional security for our customers. Below, you’ll find some of the highlights from 2019. Download full financials
Net income for 2019 was $161 million, with income from investments totalling $241 million. Once again, our high-quality investment portfolio, coupled with our underwriting strategy and sound claims handling, kept us on firm financial ground.
In 2019, Amica Life celebrated its 50th anniversary with continued growth. Coverage in force increased by $2 billion, life and annuity revenue increased by nearly $4 million, and we added almost 7,900 new life policies. Our Amica Life surplus was also up by $9.9 million, thanks to investments we’ve made to grow the company and its steady profitability.
AM Best Company, Jan. 24, 2020. For the latest rating, access ambest.com.
1
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navigated
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Assets
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$5.4 Billion
$2.8 Billion
New life premiums
Life and annuity revenue
$45 billion
$73.7 million
Net Income
Click here
Combined Ratio
Home Loss Ratio
Auto Loss Ratio
53.7%
63.8%
Income From Investments
$161 Million
$241 Million
$161 million
in net income
Net income for 2019 was $161 million, with income from investments totaling $241 million. Once again, our high-quality investment portfolio, coupled with our underwriting strategy and sound claims handling, kept us on firm financial ground.
$5.4 billion
in assets
$2.8 billion
in surplus
New Life Premiums
New Life Policies
$7.7 Million
7,884
$43 billion
(2018)
$69.8 million
$1.4 billion
$1.3 billion
Life and Annuity Revenue
in coverage in force
in life and annuity revenue
109,000
policies in force
To learn more about Amica, visit Amica.com. Copyright © 2020 Amica, 100 Amica Way, Lincoln, RI 02865
a leading insurance rating agency and the
Amica Mutual and Amica Life received “Superior” financial strength ratings of A+ from AM Best,
nation’s authority on insurance company financial stability.
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disasters,
record-breaking
the financial markets, years of
swings in
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