When a client chooses Continental Western Group, they’re not just buying a policy. They’re choosing us—and the experience that comes with it. And that experience? It’s a choice. One that agents like you, and those of us at CWG, make every day. Let’s talk about how we turn great customer service into something more: a trusted client experience that builds loyalty, drives growth, and sets you apart.
Customer Service versus Client Experience
Customer service is essential in every aspect of business. It’s how we answer the phone, resolve billing questions, or step in when there’s a claim or a question about coverage.
At CWG, we do all of that, and we do it well. Your clients deserve fast answers, clear guidance, and real human support. Our team is here to make sure they get what they need, every time.
But client experience? That’s where the real value lives.
Client experience is about listening deeply, responding proactively, and making sure your clients feel truly seen and supported. It means understanding their business, not just their policy, and creating solutions that actually fit. It’s what turns one-time transactions into long-term relationships.
Why It Matters for Agents
Any carrier can offer your client a policy. But when agents like you and CWG work together with a client-first mindset, we become a strategic team, aligned on what matters most: helping clients protect what’s important to them.
We back that partnership with real service and proven results:
Direct onboarding support. From day one, our Client Services team is available for large accounts to welcome your client and lay the groundwork for a smooth, personalized experience.
Dedicated claims advocacy: From Nurse Case Management to Return-to-Work coordination, our approach is holistic, transparent, and compassionate.
Lower loss ratios: Clients who engage CWG’s Risk Services team average 16.5 points lower loss ratios than those who don’t.
Streamlined structure: Our claims caseloads are at least 10% lower than the industry average, giving our team more time to focus on each case.
Experienced and empowered people: CWG’s Risk Services team averages 15+ years in the field. They don’t just know insurance—they know how to build relationships.
This is what we mean when we say: We’re different. It matters.
What Can Agents Do?
You’re already the trusted voice in the room. CWG is here to help you amplify that trust with tools, resources, and services that make your job easier and your client relationships stronger. Here’s how to put a client experience mindset into action:
Lead with experience.
Talk to your clients about CWG as a strategic and proactive partner from the start. Set the tone early and show clients they’re fully supported from day one.
Be proactive.
Use tools like safety program development, premium audits, and real-time reporting to deliver value before there’s a problem.
Encourage complete engagement.
Clients who fully use our services—especially Risk Services—see better results. Help them make the most of what’s available.
Ask for and give feedback.
What’s working? Where can we improve? Let us know. Your voice shapes the service we deliver.
Recognize and reinforce.
Celebrate positive interactions and name each win. That’s how we build a culture of client advocacy, together.
And most importantly: choose the client experience every time. Whether it’s a simple check-in email, a renewal conversation, or a claims update—how we show up is always within our control.
The CWG Difference
At the end of the day, we’re not here to be the cheapest option. We’re working to be the most trusted. The one who shows up with consistency, empathy, and real solutions.
When you recommend CWG, you’re giving your clients more than a policy. You’re giving them a team and true partner that listens, advocates, and always puts their best interests first.
When clients feel heard, protected, and personally supported, they stay. And they tell others. Let’s build that kind of experience together.
Choosing Client Experience Over Customer Service was last modified: June 25th, 2025 by Lance Randolph
TERMS OF SERVICE AGREEMENT
Welcome to the Continental Western Group® E-Pay Express online bill payment services website, which provides bill payment options and services (such website, options, and services are individually and collectively referred to herein as the “E-Pay Express Services”) available to customers of the Continental Western Group®, an operating unit of Berkley Insurance Company, and affiliated companies (referred to herein as “OU acronym, i.e. “CWG”). CWG® is willing to provide the E-Pay Express Services to you, a customer of CWG, only upon your agreement that your access to and use of the E-Pay Express Services will be subject to the following E-Pay Express Terms of Service Agreement (the “Agreement”). This Agreement describes the terms and conditions under which CWG will make E-Pay Express Services available to CWG’s customers (“you”). The Agreement may be revised without notice and will become effective upon posting on this site and your use of the E-Pay Express Services.I. DEFINITIONSThe following defined terms are used in this Agreement: E-Pay Express is a service you can use to view and pay your CWG bill online securely. CWG has licensed the right to use E-Pay Express from an unaffiliated third party, Fifth Third Bank. and/or its affiliates (“Fifth Third”). Account means the Account with CWG to which you authorize a bill payment to be directed. Payment Instruction means your instruction and authorization to E-Pay Express to make a bill payment to your Account. Payment Account means the bank account that you authorize E-Pay Express to debit when you make your bill payment using account information from your personal or business checking or savings account. Payment Card means the credit or debit card that you instruct E-Pay Express to charge to pay your bill payment. Business Day means Monday through Friday, excluding Federal Reserve holidays. Scheduled Payment Date means the Business Day of your choice upon which E-Pay Express will attempt to complete your bill payment and initiate the appropriate debit to your Payment Account or Payment Card. CWG includes the following affiliated companies of Berkley Insurance Company: Acadia Insurance Company, Continental Western Insurance Company, Firemen’s Insurance Company of Washington, D.C., Tri-State Insurance Company of Minnesota, Union Insurance Company (collectively referred to herein as “Insurers”). All payments processed through E-Pay Express Services are paid to CWG on behalf of itself or one of the Insurers listed above; however, each of the Insurers has sole financial responsibility for its own products and services, including the E-Pay Express Services provided in connection with those products and services. You should refer to your insurance policy for the applicable Insurer.II. DESCRIPTION OF E-PAY EXPRESS SERVICES A. The E-Pay Express Services provide you with access to various online resources, including applications that allow you to view your CWG bill. Unless explicitly stated otherwise, any new features that augment or enhance the current E-Pay Express Services, including the release of new services, shall be subject to this Agreement. Upon your acceptance of this Agreement, CWG grants you a personal, nonexclusive, non-transferable license to access and use the E-Pay Express Services, subject to this Agreement, solely for the purpose of viewing and paying your Account electronically. The foregoing license includes the specific rights to use the available applications and functionalities of the E-Pay Express Services and to print information from the E-Pay Express Services. CWG and Fifth Third do, however, reserve the right to, without notice: (a) modify, suspend or terminate operation of or access to the E-Pay Express Services at any time for any reason; (b) modify or change the E-Pay Express Services or its applicable operating policies at any time; and (c) interrupt the E-Pay Express Services as necessary to perform routine and non-routine maintenance, error corrections, or other changes. CWG also reserves the right to modify this Agreement at any time, in which case you will be provided notice that the Agreement has been changed. Your continued use of the E-Pay Express Services after said notice of the changed Agreement constitutes your agreement with and acceptance of the changed Agreement.
BILL PAYMENT SERVICE
(a) When you initiate a Payment Instruction, you authorize E-Pay Express to charge your Payment Card or debit your Payment Account and remit funds to CWG on your behalf so that the funds arrive to pay your bill as close to the Business Day designated by you as is reasonably possible. While it is anticipated that most transactions will be processed on the day you choose, it is understood that due to circumstances beyond the control of CWG and Fifth Third, some transactions may take a day or so longer to be credited to your Account.(b) If E-Pay Express is unable to obtain funds for a bill payment for any reason associated with your Payment Card or Payment Account (for example, there is not a sufficient balance available on your Payment Card or in your Payment Account to cover the transaction), then we will not be able to complete your bill payment transaction. If there is a problem in processing your Payment Instruction, CWG or Fifth Third may attempt to contact you, using the telephone number you have provided(c) If E-Pay Express makes a bill payment to your Account, but is unable to obtain funds for that payment from your Payment Card or Payment Account, you agree that your bill payment will be reversed.III. LIABILITY FOR FAILURE TO COMPLETE TRANSACTIONSA. E-Pay Express will use commercially reasonable efforts to process your bill payments in accordance with your Payment Instructions. However, CWG and Fifth Third shall incur no liability if a bill payment is not made in a timely manner or if any payments initiated by you through the E-Pay Express Services cannot be completed because of any one or more of the following circumstances:
Sufficient funds are not available through your Payment Account or your Payment Card;
Any failure on the part of CWG or Fifth Third to account correctly for or credit the payment in a timely manner, or any other mishandling of your payment by CWG or Fifth Third;
The E-Pay Express Services are not working properly and you know or have been advised by CWG or Fifth Third about the malfunction before you execute the transaction;
You do not provide CWG or Fifth Third with all required information to complete the bill payment, such as your correct name, telephone number, or your complete and correct Payment Card or Payment Account information; or
Circumstances over which CWG or Fifth Third have no control include, but are not limited to, large-scale technical malfunctions, including, but not limited to, loss of access to the Internet or loss of access to the Federal Reserve System, prolonged outages of telephone lines, electricity or similar infrastructure, acts of God, war, riot, civil disobedience or similar events of insurrection, governmental or court orders, regulatory or legislative changes by any local, state or federal governmental agency, strikes, work stoppages or other similar occurrences or circumstances.
IV. USER NAMES AND PASSWORDSA. During the registration process for the E-Pay Express Services, a User Name, and Password (collectively, “Authentication Materials”) will be established for your use in accessing the E-Pay Express Services. The Authentication Materials are intended for your use only. You agree: (a) not to disclose such Authentication Materials to any third party, (b) to take reasonable care to protect such Authentication Materials from inadvertent disclosure to third parties, and (c) to immediately notify CWG of any loss or unauthorized use of such Authentication Materials. You agree that you will be responsible for all actions taken using your Authentication Materials.V. YOUR REPRESENTATIONS.A. You hereby represent to CWG and agree that:
any and all information that you provide to CWG or Fifth Third to use the E-Pay Express Services will be accurate and complete;
you will not use the E-Pay Express Services to access information about any account unless you have authority to do so by the person or company whose account you are accessing;
you will not provide any information to CWG or Fifth Third or in your use of the E-Pay Express Services, including account information unless you have the authority to communicate such information;
you will not use the E-Pay Express Services for any illegal or improper purposes;
you will not use: (i) any robot, spider, other automatic device to monitor or copy portions of the E-Pay Express home page or the E-Pay Express Services or the content contained therein, or (ii) any device, software, or routine to interfere or attempt to interfere with the proper working of the Payer Express home page or the E-Pay Express Services;
you will not download, reproduce, duplicate, copy or otherwise extract any portion of the E-Pay Express home page or the E-Pay Express Services for the purpose of sale or resale, or make other commercial use thereof, and
CWG or Fifth Third may send you electronic correspondence describing changes to the E-Pay Express Services and this Agreement.
Please Note: Colorado Form WC 50 requires the name of your Insurer to be included on the Form prior to posting at your location(s). You can locate the name of your Insurer here on your policy.
Agency of Oversite: Wyoming Department of Workforce Services Workers’ Compensation Division
Posting Notice: Certificate of Good Standing Required
Addional Posting Information: Any business conducting work in the State of Wyoming or hiring a Wyoming resident as an employee must register with the Division of Workers’ Compensation and Unemployment Insurance.
Agency of Oversite: Missouri Division of Workers Compensation 2
Posting Notice: Workplace Poster Required
Addional Posting Information: The forms are mandatory in both English and Spanish. The forms must be posted proximately to each other. The forms are also available in two sizes—poster and letter size.
Agency of Oversite: Michigan Workers Compensation Agency
Posting Notice: No Poster Required
Addional Posting Information: There is currently no requirement for the posting of a workers compensation insurance notice by the state of Michigan. But there are two posters that an employer may voluntarily post in the workplace.
Agency of Oversite: Iowa Division of Workers Compensation
Posting Notice: No Poster Required
Addional Posting Information: There is no posting notice requirement for employers that have secured workers compensation coverage or qualified as a selfinsurer. Only employers who have failed to secure coverage for the liabilities assumed under the Act must post a notice of the failure to insure.
