Message from the CEO
I’ve enjoyed being part of BCAA’s management team for the past 8 years. Now, as CEO, I’m happy to report out on another successful year.
We have so much potential as an organization. We have a clear path ahead and we’re ready to accelerate our plans to ensure we’re relevant and there for British Columbians long into the future.
Meeting your insurance, protection and mobility needs
In 2019, we continued to grow and strengthen our Membership, roadside assistance and insurance services; and again, achieved the JD Power Award for Highest Customer Satisfaction in Home Insurance in Western Canada. We supported customers through ICBC changes, and our Optional Car Insurance is proving a popular choice for drivers. We also refreshed our Travel Insurance to provide more flexible coverage choices to protect you when travelling.
Summer wildfire season saw fewer claims this year, but BCAA supported hundreds of home insurance customers who felt the impact of one of the most significant windstorms to ever hit our province in December 2018. While we expect unpredictable weather events will keep increasing costs for our insurance business, we were able to stay on financial track. Our ability to act fast and adjust plans to handle unexpected situations is exactly what we need to compete and grow in today’s rapidly changing world.
Evo Car Share’s membership, revenues and profitability are all up. We expanded our all-hybrid fleet to 1,500 and invested in tech developments to improve service and support future growth. Revenues are also growing at our Auto Service Centres, as more drivers trust us to deliver full-service auto maintenance and repair with the same high-quality customer experience you expect from us at the roadside.
Investing in service
We continued to enhance our customer experience across all channels. We’re committed to high quality service and will always listen and learn from you to improve your experience of connecting with us, whether it’s online, by phone or in person.
We reinvested in systems and into digital and cloud technology so we’re more efficient and can serve you while always keeping your information safe. We also ramped up our disaster preparedness and catastrophic event response programs and training to make sure we’re there for you whatever happens.
BC is our home as well as yours, and we’re proud to support our communities. In 2019, our annual BCAA Play Here program helped fund and build better places to play for 3 more communities who won a public vote. Families in Black Creek and Sayward on Vancouver Island and Oliver in the Okanagan each received a new playground worth $100,000. We also committed a total of $60,000 in runners-up prizing for play projects in Salmon Arm, Alexis Creek, and Coquitlam.
Our annual workplace fundraising will make a difference for many British Columbians, by supporting valuable United Way programs with over $300,000 in employee donations and BCAA donation matching. We also continued important programs including School Safety Patrols across BC, ‘Slow down, kids playing’ signs to encourage safer driving in residential areas and donated more child car seats to reach families who may otherwise not have a safe way to transport their children.
Where we’re at
We ended our 2019 fiscal year in a great position, with strong business results in revenue, operating margin and Membership growth. Our Board and management teams have a clear strategy extending to the year 2030, and we have the best team of employees that any organization could ask for.
Based on what our employees say about working with us, Aon named BCAA a Canadian “Platinum Best Employer” for 2019 – the highest level of award for being a great place to work. We’re one of only three BC companies in our category and 25 in Canada to achieve platinum status.
Our team is at the heart of everything we do, and we’ll keep investing in them and building our workplace culture. A strong culture helps us attract and keep the best team to meet our goals and your needs.
In 2019, with the support of our Board, we started an important, multi-year strategy to transform our business and leverage technology. It includes investing in new core systems, building our team through training and development, and improving every step of your interactions with us, so we can innovate, grow and serve an ever-growing number of British Columbians in the ways that work for them. We also have a refreshed purpose, mission and set of guiding beliefs and I’m excited about our future.
On behalf of everyone at BCAA, thank you for your continued loyalty and Membership. We look forward to being there for you in 2020 and beyond.