The results are now in for the second annual Member Experience Survey. This year we reached out to over 20,000 members and received an enthusiastic response. If you took part in our survey, thank you for taking the time to respond. Your response is invaluable in helping us fulfill our commitment to relentlessly defend, protect, and reward physicians who advance the practice of good medicine.

Member Loyalty
Last year’s survey reinforced that our members are very loyal, so we were delighted to find that your dedication increased over the past year. This year, 97 percent of members told us that they are likely to renew their coverage with us, and 95 percent are likely to remain with The Doctors Company until they retire—a 2 percent increase in what was already very high praise for both.

We also found that the vast majority of members rate us as the finest malpractice insurer in the country. In fact, this sentiment increased by 14 percent this year, an indication that members recognize our unrivaled financial strength and ability to protect them.

Some of the most exciting feedback we received this year is that over 90 percent of members would recommend our coverage to colleagues. Although this number is remarkably high, we will continue to work diligently every day to earn this trust.

Unsurpassed Rewards
In 2007, 85 percent of members told us that rewarding doctors for loyalty is important to them. As a result of your feedback, we launched the groundbreaking Tribute® Plan, a one-of-a-kind program that exemplifies our steadfast belief that physicians should be financially rewarded for providing outstanding patient care.

This year, 87 percent of doctors say they are satisfied with our member rewards programs—a spectacular increase of 43 percent over 2007. This is the most significant advancement uncovered by this year’s survey, and it highlights our long-term commitment to enhancing member benefits.

Relentless Defense
Members agree that The Doctors Company sets the standard for the industry’s most aggressive defense. Of responding members with a claims experience, 92 percent recognized that we relentlessly defend our members—a 3 percent increase over last year. We close more than 80 percent of claims with no payments to the plaintiff, and of the cases that go to trial, more than 87 percent result in victories for our members.

Exceptional Member Services
We strive to provide “best-in-class” service and communications to our valued members. This year’s survey results reflect that our members are even more satisfied with our services across several important experience points:

• Ninety-two percent of members are satisfied with the way we handle phone calls, questions, and requests. This represents a 4 percent increase over last year.
• Ninety-one percent are satisfied with the accuracy of our billing. That’s an increase of 2 percent.
• Eighty-eight percent are satisfied with our efforts to communicate, a solid increase of 5 percent over last year. It is evident that our new communication platform, launched in response to your feedback, is having positive effects. We will continue to expand these efforts.

Our dedication to providing excellent service is proof that The Doctors Company treats you like a member and not just a policyholder. In fact 87 percent of members agree, a number that represents a forceful 20 percent increase over last year.

Unrivaled Protection
A full 87 percent agreed that we successfully protect our members from potential threats to their reputation and livelihood. We are fiercely devoted to protecting doctors by helping them minimize risk and avoid lawsuits. By continuously monitoring new trends and treatments, we’re able to develop industry-leading patient safety programs and tools that help physicians improve the environment in which they practice medicine.

Fair Pricing
On the subject of pricing, we saw a strong increase of 12 percent in the number of members who consider The Doctors Company’s rates to be fair. Because we are so closely aligned with the medical profession, we not only bring together the tangible benefits of the industry’s best defense and unrivaled protection, but we also reward you financially for excellent patient care and keeping claims low. With dividend credits averaging between 5 and 7.5 percent during the past two years, our generous multiyear dividend program ensures that members share in the company’s financial strength.

Online Services
More and more members are experiencing the expanded online services available on our Web site—including 24-hour access to Certificates of Insurance, credentialing, a free CME exam with credits, billing statement information, Tribute Plan balances, claims handling instructions, and industry-leading patient safety information.

We saw a 16 percent increase in the level of importance that members associate with these services and a 5 percent improvement in satisfaction. We are committed to an aggressive program to make our Web site the best in the industry. Members can look forward to a more robust menu of services available online this year, which will continue to expand for many years to come.

Again, thank you to all of our members who participated in the survey.