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Redwood County Farmers Mutual Insurance Company Adapts to Changing Times

By Matt Keating

When Redwood County Farmers Mutual Insurance Company in Lamberton, Minn., was formed many years ago, its board of directors instilled in its employees the mutual concept of being able to help customers in a time of need - a sort of neighbor-helping- neighbor philosophy. That notion remains the same today, according to Gwen Batalden, manager of Redwood, and chairman of the Minnesota Association of Farm Mutual Insurance Companies (MAFMIC), St. Joseph, Minn.

"A perfect 'neighbor helping neighbor' example is a claimant I know who lost her mother's ring and her wedding ring," Batalden said. "She called all the stores she had been visiting that day and no one found the rings."

"I called her several times, trying to figure out what could have happened and also to let her know we realized we were dealing with more than some missing jewelry," Batalden said. "These were important to her and we would treat them that way. Just before we finally decided they were not going to turn up and we would go ahead and process a claim, her daughter discovered they had fallen into a small hole in the lining of her purse. It was a happy ending all the way around, but we try to treat each claim with personal concern and respect for that person or neighbor's situation."

Another example of the 'neighbor helping neighbor' philosophy happened in the 1930s, when Redwood sent $500 to help a neighboring mutual that was struggling financially.

Batalden also vividly remembers seeing a claimant's disaster up close. "There was a house fire and the adjuster asked me to go along to talk to the insured and his wife," Batalden said. While the adjuster was going through the house with the husband, Batalden took a tour of the home with the insured's wife.

"She showed me where her cookbooks and her mother's china hutch had been," Batalden said. "I realized we can give money to make the insured whole again financially, but that is only a small part of their loss. We certainly don't do everything perfectly, but we do our best to always be prompt and courteous. We are mindful that on the other end of our paperwork is a real person."

Although Redwood is small, the staff is ready to adapt to change and take on new projects and goals.

"The board wants to create the feeling of being big enough, and at the same time small enough, to always be available to help our customers," Batalden said. "I like knowing that we are small enough to respond to our customers when they need us most and big enough that our customers feel secure in our stability. I've also been fortunate to work for a company that allows its employees to put their families first and yet keeps us all on a strong professional track of commitment."

Besides Batalden, Redwood employs two part-time employees, Kari Halter and Jody Kircher, and outsources its adjusting and inspecting functions.

Batalden believes the retention of Redwood's staff is a result of keeping a pleasant yet challenging working environment. They also offer educational opportunities and attractive pay and benefits.

Batalden stressed that continued education and updated technology plays a major role in Redwood's future. Many of the agents correspond through e-mail or fax and are able to issue policies and forms for clients from their offices.

"Redwood strives for professionalism and the employees know their products and customers. They draw on sources that are available through schooling and organizations such as MAFMIC and NAMIC. Technology has freed up time that can now be spent on improving the bottom line as well as promoting a much better product. It has allowed our industry to respond to the changing needs of our customers."

But what makes her job so gratifying? "The best reward is working with such great people," Batalden said. "Our association's success is contingent upon the many volunteers that freely give of their time and talents. I have learned a great deal and have found it to be an opportunity of a lifetime."

Serving as chairman of the MAFMIC has also helped Batalden juggle multiple tasks, including monitoring Redwood's growth.

"Because of Minnesota statute, we are limited to writing in 300 townships," Batalden stated. "With strong underwriting, we are careful about the risks we write. We usually manage to maintain a four to seven percent growth rate each year, which we find to be a comfortable range."

Batalden noted that growth and expansion is the vision for any manager, but changing markets also have to be observed. "With continued pressure from the NAIC to become federally regulated and the shrinking marketplace for farmers and small town homeowners, I know we will have to be prepared to change and shift in our ideas to fit the needs of future generations."

"Our NAMIC membership goes back at least to the 1960s," Batalden said. "We cannot measure the benefit we receive from NAMIC. Federal regulation is strongly monitored for us. I know we're in good hands with Joe Thesing, NAMIC's state affairs manager for Minnesota."

Batalden added that other NAMIC staff members are also helpful.

"I work frequently with Wes Gainey, NAMIC's member services director, who provides many hours of education for township mutuals and their leaders," Batalden said. "And I don't want to overlook NAMIC President Chuck Chamness. We have an ongoing tax concern for township mutuals and Chuck has kept us informed on NAMIC's progress in trying to get issues like that squared away. NAMIC is invaluable to our company as a resource in education, legislative concerns and with the insurance products they provide. We are very fortunate in our association with NAMIC."

Batalden says Redwood has also been lucky when it comes to claims. "We haven't had to address a tough mold or asbestos claim yet," Batalden said. "We have had a couple of fraud claims like everyone else, but we've been able to work through them with the help of our adjusters, local police and fire marshals."

In her free moments, Batalden enjoys spending time with her husband, Craig, and their family. "Spare time is a hard thing to come by. We have two daughters, a son-in-law and two 'above average' grandchildren. I have several flower gardens that I enjoy, and also enjoy cooking and entertaining."

And she wants to keep working in the insurance industry. "I want to further the positive image of our industry and to continue to bring even better services and products to our clients," she said.