Everyone impacted by our work is our customer. Whether they are a co-worker, regulator, reporter, or a consumer trying to navigate the insurance landscape, it’s our job to look at their needs as if they are our own. We strive to do the right thing for everyone and actively manage their expectations and problems.

It’s our job to do everything we can to learn the skills necessary to do our work and support the evolving needs of our customers. This understanding prepares us to better serve those we work with, find ways to improve our products and services and strengthen processes to make the NAIC a great place to work.

The greatest things in an organization are accomplished by teams. We recognize that we are all a part of something bigger than ourselves. We focus on customers instead of our own individual interests.

We all get busy, but that is never an excuse not to deliver on a promise and not to put in the effort necessary to honor it. Whether it’s a co-worker who needs our help or an external customer, we keep our commitment to support each other. We never leave anyone wondering how or when we will get the job done.

We proactively identify opportunities to make improvements and ensure all our customers are informed of our ideas and any changes we have made. When we are working with a customer to resolve a problem, we communicate frequently.

We communicate intentions, ideas, and feelings honestly, directly, and constructively with each other. We don’t avoid difficult conversations. When discussing different viewpoints, we actively listen to the speaker and confirm our understanding without criticism. If we have made a mistake, we take responsibility for it and correct it immediately.