Press Release: 4/20/2026

Arbella Insurance Group Wins ICMI “Best Customer Service Innovation” Award for Contact Center Excellence

 

Recognition reinforces Arbella’s commitment to providing outstanding customer service to communities throughout New England 

QUINCY, Mass., April 17, 2026 – Arbella Insurance Group (Arbella) has been recognized with the “Best Customer Service Innovation” award at the 2025 International Customer Management Institute (ICMI) Global Contact Center Awards. The honor recognizes the Arbella contact center’s use of advanced technology, streamlined processes, and employee development initiatives to strengthen the customer experience.

“I’m proud of our team’s focus on improving the service we provide, and grateful to ICMI for recognizing our progress,” said Karin Martin, Assistant Vice President, Operations at Arbella Insurance Group. “ICMI has empowered us to optimize operations and elevate the quality of service we deliver to our customers.”

As Arbella continues to grow across New England, the company has expanded its service capabilities to keep pace with customers’ changing expectations. In partnership with ICMI, Arbella has strengthened its contact center platforms, programs, and training, further reinforcing its customer-first values and award-winning company culture.

Michelle Dipietro, Director of Contact Center Operations at Arbella, added: “Our contact center team is central to the experience we deliver, so it’s essential they have the tools and support to do their best work. The right technology, combined with leaders trained to guide and support the front line, has increased our operational efficiency and positioned us well for the future.”

In a news release announcing the winners, ICMI Portfolio Director Abbie Caracostas said, “Congratulations to this year’s winners of the ICMI Global Contact Center Awards. The program recognizes and celebrates the exceptional leaders in the contact center community—individuals and teams who embody the very best of our industry. Through their dedication to innovation, new technologies and best practices, they are setting the standard for excellence across the industry.”

About the Arbella Insurance Group

Established in 1988, the Arbella Insurance Group (www.arbella.com) has an AM Best Financial strength rating of A “excellent” and more than $1 billion in revenue and over $2 billion in assets. Headquartered in Quincy, Massachusetts, Arbella is a customer-focused, regional property and casualty insurance company, providing commercial insurance products in Massachusetts, Connecticut, Rhode Island and New Hampshire, and personal insurance products in Massachusetts and Connecticut. Recognized as one of the Boston Business Journal’s “Best Places to Work” for 18 consecutive years, Arbella is deeply committed to maintaining high levels of employee satisfaction and supporting a positive and inclusive workplace culture. Arbella attributes its success to their dedicated employees, strong agent partnerships, and community focus.