February 16, 2026
Why policyholders choose SFM
The results of a recent policyholder survey demonstrate the value our customers see in SFM and illustrate why we continue to have an exceptional client retention rate each year.
Each year, we send surveys to policyholders with over $25,000 in premium to get their thoughts about their workers’ compensation experiences with SFM. The latest survey was sent in October 2025 and the results were recently tabulated.
Among the key findings, most respondents, 92%, were “extremely” or “somewhat” satisfied with SFM. Regarding ease of doing business 93% said SFM was “very easy” or “easy” to do business with.
New to this year’s survey was a specific question about claim experiences. Again, we received high marks from policyholders – 90% reported that the experience was “excellent” or “very good” with SFM.
The premium audit experience, also a new survey question, received strong ratings, with 84% saying it was "excellent" or "very good."
“We’re always excited to hear back from folks about their experiences with SFM – we strive to provide top-shelf customer service,” said Steve Sandilla, Senior Vice President and Chief Business Officer. “In fact, nearly two-thirds of respondents to one survey named at least one SFM employee who provided excellent customer service – that’s a 9-percentage point increase from 2024.”
Regarding positive comments from survey respondents, customer service was the topic most frequently cited.
Returning customers
The results of those surveys are reflected in two other clear metrics – a 93% customer retention rate.
“With our customer-focused service model, we see outstanding retention rates year after year compared to our competitors,” said Mike Happe, Senior Vice President and Chief Marketing Officer. “Our value comes from maintaining excellent practices that always put policyholders first.”
We also had a record for returning clients in 2025. Last year, 374 employers that left us at some point in the last three years returned to SFM. That figure bested the previous record of 333 in 2024.
“We play a long game at SFM, and it’s so cool when we win former customers back with levels of service that our competitors cannot match,” Happe said. “That’s what I call proof in the pudding of the value of SFM’s consistent, industry-leading, high-quality service.”
