Established in 1946, Shelter Insurance® is an industry leader with more than 60 years of experience providing multi-line insurance coverage, financial products and services. Headquartered in Columbia, Mo., Shelter Insurance® utilizes 3,500 people in more than 1,400 sales and service locations throughout the Midwest.

Serving nearly 2 million policies each year is a constant challenge, with much of their success depending upon accurate and efficient mail processing systems to deliver important policy statements and billings to their policyholders. “We place a strong emphasis on customer service, so it is important that the vendors we choose share our passion for superb customer service,” said Zen Thomas, Manager, Mailing & Records Management. “The people at Bell and Howell embrace this same pursuit for excellence.”

Zen Thomas, Manager, Mailing & Records Management
Shelter Insurance^®

Shelter Insurance®’s long relationship with Bell and Howell began in the early 1970s when they installed the company’s first inserting machine. “The decision to purchase the inserter streamlined our mailroom processes, eliminating the need to process documents manually, and allowed us to better utilize our talented employees in other key areas of the company,” explained Thomas. In the beginning, the primary focus of the equipment was handling flyers, but mail volumes quickly increased and upgrades to the existing equipment were necessary to handle the capacity. Bell and Howell helped them extend their technology to suit the new growth.

New solutions lead to financial gains

After achieving measurable success with the inserter, Shelter Insurance® investigated several options for adding a sorter and again turned to Bell and Howell for their guidance and professional expertise. “After comparing options and evaluating our specific needs, we chose the Bell and Howell Criterion sorter for its accuracy, deeply discounted sort, and extraordinary speed. The Criterion is an excellent product, sorting mailpieces at a rate of 30,000 to 40,000 per day, allowing us to gain two hours of processing time each day,” explained Thomas.

The enormous impact of this equipment upgrade was immediately evident as the company realized more than $1.5 million in annual savings in labor and postage costs. “Because of the outstanding quality, the dependability of Bell and Howell products, the remarkable cost savings, and the tremendous service we receive, I have never been denied a purchase for Bell and Howell equipment.” Simply put, “They save our company money and make me look good,” said Thomas.

Only once in their 37-year relationship did Shelter Insurance® sign a contract with another mail processing vendor, only to discover the other company did not provide satisfactory equipment or service required. Thomas admits, “When we went back to Bell and Howell and needed to replace the other machine, their first question was, ‘How can we help you?’ and they delivered the perfect solution as always.” Thomas further added, “Having met with lots of vendors, I find that Bell and Howell sales personnel always treat us with respect; and they are always looking for ways to extend our current technology and save us money. They aren’t the typical salesmen in a plaid suit.”

A history of exceptional service

Processing more than 1 million documents each month, the automated mailing operation at Shelter Insurance® is the most advanced in the region. Their continued success in the insurance industry greatly depends on their ability to keep their mailroom equipment operational 24 hours a day. “When we ordered a new system from Bell and Howell and needed the machine installed by Monday, they exceeded our highest expectations when their team delivered it on a Saturday, during a fifteen inch snow storm, and we were up and running on time,” explained Thomas. “Their technicians always respond instantly to any questions we have and they significantly extend the life of our machines. Replacement parts are delivered the next day and the technician personally picks up our shipments at the airport, saving us valuable time waiting for a delivery truck.”

According to Thomas, Bell and Howell's mission statement – “Your success is our priority” – sums it up perfectly. “We believe the unique partnership we have with Bell and Howell allows our company to be enormously successful and to deliver on our own mission to be a company known for its integrity and customer service.”