CASE STUDY The General The General offers auto insurance for drivers who have less than perfect credit or driving history The Organization Based in Nashville, The General is a licensed insurance agency and a subsidiary of PGC Holdings Corp., an affiliate of American Family Insurance. The General offers auto insurance for drivers who have a history of moving violations or accidents, have not kept their insurance active, or have less than perfect credit so they can still retain a good provider for their auto insurance needs. Promising low down payments, convenient monthly payments, and quality claims handling, The General is dedicated to serving its customer base by staffing over 1,200 individuals including 178 customer service agents ready to assist customers. Motivation for Change

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