During a period of mass disruption such as the one businesses everywhere have just endured, what does it take to raise a company to the pinnacle of excellence, in spite of it all? In the latest episode of IBC Talk, we sit down with Matthew Turack, group president of insurance at CAA Club Group, and learn how CAA has emerged as a top employer while experiencing significant growth in gross written premium. Diana Isaza, supervisor of insurance services, joined Turack to share her insights.
Listen now: What it takes to be a top insurance employer
“I’m personally extremely proud of our associates,” said Turack. “And in the most recent years, we’ve invested a lot in our people, and our people have invested a lot back in us. We call our employees ‘associates’ — our associate group — and I just can’t speak enough about how amazing they are. And this recognition really just speaks to the group of associates we have.”
For Turack, the safety of associates and team members, the CAA policyholder, and the families that CAA represents were at the top of mind during the pandemic. He explained how CAA not only provided the largest percentage of relief in the Ontario marketplace with over 15% of rate reduction on home and auto policies, but how it also provided checks of up to $150 back to every auto policyholder, equating $230 million in premium relief to individuals during 2020 and 2021. In-house, CAA also provided its associates with support on all fronts, from career to technology to mental health and safety.
“I’m really proud that we stepped up to do that for our associates [and] that we were able to do that for our insurance,” said Turack. “You know, as a club, we delivered PPE to first nations communities. Our CEO personally flew out PPE and needed items to those communities. We delivered groceries using our tow trucks to people who needed groceries at home and couldn’t get out and needed the supplies, needed that extra bit of help. … I’m really proud to be part of this organization.”
Diana Isaza weighed in, explaining how lucky she feels to work for a company like CAA, which cares so much about its associates and clients. She believes that conducting business in such a manner creates a culture of trust, collaboration and caring — and not just for associates, but for their insurers as well.
“We’re here not just as a business — we’re here to help our insurers, making sure they have the right products, making sure they are being cared for,” said Isaza. “We were giving back the insurance premiums. You know, people that had maybe lost jobs. So, being able to help with that, that just makes you like your job…. It’s enjoyable to work for a company like this.”
Turack added how the company is wholly committed to maintaining a work environment that’s based on respect, dignity and honours the rights of every individual within the organization. As society continues to evolve, CAA remains committed to strengthening the foundation that they have already built and ensures that everyone remains rooted in action.
“Diversity, equity, and inclusion is extremely important within our organization,” said Turack. “As a member- and customer-driven organization, it’s important that we reflect the communities that we live [and] work in and that we make everyone feel as welcomed as possible to do their best work and be part of this membership organization.”
