PEMCO Call Center Recognized for Excellent Performance by J.D. Power and Associates

Study Reflects PEMCO's Outstanding Customer Service

SEATTLE, Dec. 14 -- PEMCO Insurance again has been recognized for its commitment to "An Outstanding Customer Service Experience" by J.D. Power and Associates' Call Center Certification program.

J.D. Power and Associates noted that PEMCO delivers outstanding performance, has little improvement to make, and remains one of the highest-performing clients in its certification program.

To receive certification, companies must score higher than 768 out of a possible 1,000 points. PEMCO received 931, which J.D. Power and Associates said exceeds the average certification score of 862 achieved by its other certified call centers.

"We're delighted to receive such elite recognition again this year," said Jon Osterberg, PEMCO spokesperson. "At PEMCO, everything revolves around our customers. Serving them comes first, and this recognition reaffirms our vow to make customer service our competitive advantage."

J.D. Power and Associates' study took place from Oct. 26, 2006 through Nov. 6, 2006. The study surveyed more than 400 random callers who phoned PEMCO's service call center.

The study showed PEMCO's representatives scored highest for the courtesy and concern they extend to callers. It also gave high ratings to timely resolution of problems, a key driver to overall customer satisfaction.

Between 88 percent and 92 percent of callers gave PEMCO's customer service representatives the highest overall ratings for factors such as:

  -- Courtesy of the customer service representative (CSR)
  -- Knowledge of PEMCO's service and practices by the CSR
  -- Concern for resolving the customer's questions and/or problem
  -- Usefulness of the information provided by the CSR
  -- Overall service provided by the CSR
  -- Caller's issue being resolved during the surveyed call.

"We won't be content with these results," said Osterberg. "We promise to constantly improve our customer service, which is the hallmark of PEMCO's brand."

In 2004, J.D. Power and Associates' Call Center Certification program was launched to help call centers increase efficiency and effectiveness by establishing best practices for handling service calls.

About PEMCO Insurance

PEMCO Insurance, established in 1949, is a Seattle-based provider of auto, home, boat, life, and umbrella insurance to Washington state residents. PEMCO insurance is sold by community agents throughout the state and through PEMCO offices. For more information, visit www.pemco.com .

   CONTACTS:

   Jon Osterberg                           Heather Vaughn
   206-628-4019                            206-443-9357
   PEMCO Insurance                         Firmani + Associates Inc.
   jon.osterberg@pemco.com                 heather@firmani.com