Travelers is committed to being there for our customers and agents when they need us most. Fulfilling this promise begins with the dedication of our front-line, customer-facing Claim and Operations professionals, whose efforts are recognized through the In-Synch Service Award program.

Launched in 2006, the award honors those from Claim, Billing, Personal Insurance (PI) and Business Insurance (BI) Customer Service, Premium Audit and PI Underwriting who demonstrate high-quality service, timeliness, innovative problem-solving, and, most importantly, a commitment to consistently meeting the needs of our customers, agents and brokers.

In 2023, more than 100 employees from the U.S. and Canada were recognized with an In-Synch Service Award. Below, we highlight three outstanding recipients.

Christopher Mackey
BI Operations Interaction Centers

Chris is known for his friendly demeanor, patience, professionalism and for going the extra mile to not only help, but to provide valuable education on our processes. He focuses on building meaningful relationships that positively impact the lives of agents, brokers, customers and injured workers. Customers have shared that Chris is “great, helpful, and willing to go above and beyond to help,” and is a model for others.

Q&A with Chris

How does it feel to be honored with an In-Synch Service Award?

I’m extremely grateful to belong to a company that celebrates their employees so well.

Tell us about your Travelers career journey.

I was brand new to insurance when I joined Travelers. I’ve learned everything I could during my time on the Business Insurance Agency Help Desk and continue to learn every day.

What is most meaningful about your work?

Knowing that whether clients are getting insured for compliance reasons or peace of mind, our work matters. Getting to use my skills to empower agents is a privilege I don’t take lightly.

If you could go back to when you started at Travelers, what is one piece of advice you would give your younger self? 

Soak up as much wisdom as possible from your colleagues. Always remember your team has a lot of experience and boasts a wealth of knowledge.

What motivates you? 

The opportunity to add value where I see it is needed.

Jay Mehta
Canada Billing

When it comes to working with agents and brokers, Jay is described as “fast,” and is ahead of the pack with it comes to response time. Not only does Jay prioritize speediness, but he also ensures that the quick information is accurate, clear, thorough and easy to understand. Agents and brokers have shared that Jay is “outstanding and a pleasure to deal with,” and that his responses are prompt, simple and clear.

Q&A with Jay 

How does it feel to be honored with an In-Synch Service Award?

It feels amazing! It’s such an honor and I am so grateful to work for such an amazing company.

Tell us about your Travelers career journey.

I was hired as a Customer Service Agent before moving to Billing a couple of years after that. I am currently a Senior Billing & Payment Specialist.

What is most meaningful about your work?

Helping my team, coming up with solutions to broker inquiries and building relationships with brokers.

If you could go back to when you started at Travelers, what is one piece of advice you would give your younger self?

The more you reach out to learn, ask questions and take initiative, the more you will improve your skillset. Be a good listener!

What motivates you?

Positive results motivate me to keep going.

Melissa Sampson
Personal Insurance Operations

Melissa Sampson is not only a “three-peat” In-Synch Service Award honoree, but she is also the first person to achieve the honor.
Customers have shared that Mel is “amazing and kind, “wonderful,” and a “huge asset to Travelers.” We agree as she approaches each customer interaction with efficiency and empathy, going above and beyond to deliver the Travelers Promise.

Q&A with Melissa 

How does it feel to be honored with an In-Synch Service Award?

Amazing! It’s an honor to be an In-Synch honoree. I am so proud to work for such a wonderful company that truly values and honors their employees.

Tell us about your Travelers career journey.

I started as an Insurance Service Representative in our Massachusetts Business Center and am now a Senior Insurance Service Representative. I mentor and assist with training our new hires and internal partners.

What is most meaningful about your work?

I am passionate about helping others! I love to help my customers and peers learn, grow, and feel respected and cared for.

If you could go back to when you started at Travelers, what is one piece of advice you would give your younger self? 

Don’t fear change. Embrace it. Don’t be afraid to try new experiences and push yourself out of your comfort zone.

What motivates you? 

My son is my primary motivation! I want to be a positive role model for him, show him that hard work pays off and that he can do anything he wants to do if he puts his mind to it. My customers and manager also motivate me. I love being the best employee I can be, reaching my goals and getting that warm feeling when I hear feedback from my customers.