The Power of Auto Industry Partnerships: A PAA Story
The Pennsylvania Automotive Association (PAA), an organization representing new car and truck dealers in the Commonwealth since 1919, understands why consistency in care matters. As representatives for nearly 1,000 dealers, one of their keys to success involves building lasting relationships through communication that meets each organization’s needs.1
“Our motto is that we want to over-communicate with everyone, and we expect the same from anyone we do business with,” says Chad Marsar, general counsel for PAA. “That’s why I couldn’t imagine PAA partnering with anyone other than American Fidelity. They have met and exceeded our expectations.”
The partnership between PAA and American Fidelity started with a common goal: providing PAA members comprehensive employee benefits with year-round, customized customer service. This goal has become more of a foregone conclusion over time; one built on trust and tenure.
Admittedly, these were earned over time, according to Marsar.
“Early on in the relationship, I’d sit on the sidelines for some of the enrollments,” he says. “That’s when I saw what separates American Fidelity from the rest—the in-person meetings. They get to know each employee and their needs in just the 15 minutes it takes to enroll. Beyond enrollment, it’s a relief knowing we can call American Fidelity any time and they’ll respond.”
It's a sentiment shared by other PAA leaders including John Kulp, director of insurance. Kulp also says it’s a relief to know they will likely work with the same representative rather than a toll-free number or a chat bot. He believes that consistency, as well as the ability to customize for the individual, are crucial.
“Healthcare is not a one-size-fits-all answer…”
“Healthcare is not a one-size-fits-all answer, and employee benefits should reflect that,” says Kulp. “As markets move toward canned packages and automation, we value that American Fidelity keeps customization and customer service first. They’re in the trenches with us, helping to provide personalized benefits to our members.”
According to PAA leadership, American Fidelity’s assistance not only helps to save operations time, but it also can save the field team on time annually. That quality of customer service makes American Fidelity’s impact “unheard of in the insurance industry,” says Kulp.
PAA leaders like Kulp and Steven Smith, VP of Finance and Human Resources, value the guidance American Fidelity offers from enrollment and beyond. It’s the type of “handholding, customized support we couldn’t get anywhere else; especially through a self-guided portal,” says Kulp.
The sense of “handholding” is shared with Kulp and Smith. Smith adds, “it would feel impossible to manage and implement our employee benefits without the support American Fidelity provides.”
“The why behind the what of employee benefits.”
This support can come in a myriad of ways, from direct contact with an account representative and a dedicated call center to many benefits educational opportunities. These selected pieces of benefits education are targeted to help PAA members better understand and utilize their employee benefits.
Helping members make the most of their benefits can be an asset to everyone in the organization. For context, the average annual costs of an employee benefits package are:
- $23,696.40 for private industry
- $42,533.40 for state and local municipalities2
Benefits packages are investments in the wellbeing of each employee. Considering that, on average, about 85% of employees say they’re confused about their benefits3, it may pay to emphasize education similar to Smith’s philosophy.
“At the end of the day, if the employees don’t understand their benefits, then investing all that money into a benefits program is sort of irrelevant, right? That’s why American Fidelity’s benefits education matters—they put the why behind the what of employee benefits.”
“There’s real value to what American Fidelity brings…”
The relationship between PAA’s members and American Fidelity has only strengthened with time. Whether it’s a same-day emergency or a long-term process, PAA leaders believe in the support American Fidelity can provide because they’ve experienced it firsthand.
“There’s real value to what American Fidelity brings to the table,” says Marsar. “They’re willing to invest that time for us because they’ve developed a bond that feels like family. If I had to tell my staff that we were replacing American Fidelity with anyone else, I’d be looking for another job.”
See how American Fidelity helps auto partners like PAA around the county.
This blog is up to date as of May 2025 and has not been updated for changes in the law, administration or current events.
