ICW Group has created a fun online feedback community for our customers. 

What is the relationship between the ICW Group and icanmakeitbetter?

ICW Group has partnered with icanmakeitbetter, an online customer insights platform that facilitates discussions,  Together, we created the Let’s Talk ICW Group panel to gather feedback, innovate, and conduct research on behalf of our customers. For more information on this tool, visit https://www.icanmakeitbetter.com/.

Can community members earn incentives?

Yes,  We offer incentives for time spent completing activities on the platform. Incentives are typically distributed as a pay-per-feedback basis – e.g., complete a survey to earn points that can be traded in for gift cards. If an incentive is offered for a given survey or focus group, the amount and method of distribution will be clearly stated in the invite email, or at the start of the survey. If no incentive is mentioned, then none is offered. NOTE: This community is about improving products and services for YOU. We want this to be interesting, interactive and rewarding. We also want to be fair and pay you for your valuable time.

We do not want this to simply be a monetary transaction – that will create the wrong type of community that you won’t enjoy. So, the more you participate in paid and unpaid activities the better the community is and the more we can invite you to activities that will be of interest to you based upon your previous feedback. Thank you for making this community better!

PLEASE NOTE: Incentives are awarded manually -- after reviewing the quality and validity of responses -- and will typically be in your account within two weeks of the day the survey/focus group closes. Incentives are NOT sent at the moment of survey completion.

Who is reading and listening to your feedback?

Feedback posted on Let’s Talk ICW Group goes directly to ICW Group. All information provided will be kept strictly confidential and used only for research purposes. Other members will be aware of your first name only -- any other information about yourself (full name, email, contact information) is only visible to the ICW Group Administrator.

How do customers register?

Complete the survey in the email invitation you received. Because we offer incentives, we need to verify your company does not prohibit incentives from being offered. Once complete, you’ll be directed to Let’s Talk ICW Group:  https://letstalkicw.icmib.com/. From the Create Account section, create a user name and Password using the email that the initial invitation was sent.

Once users have created an account, they may post ideas, participate in surveys and join public and private discussions/focus groups. Then, check out your “To Do” list on the community homepage to see what is available to you.

Why should YOU participate?

Feedback on this platform will help affect the future of the products and services we can offer agents, insureds and injured workers. This is your chance to be heard and help craft the future of the products and services available to you.

We will invite you to participate usually on a monthly basis. Participation is optional; if you do not have time or are not interested in the topic, simply delete the email invitation

How do customers participate?

From time to time, ICW Group may invite specific users to participate in product development, innovation and research sessions based upon your community activity, survey responses and user profile information. These invites will come via email from customerexperience@icwgroup.com and include a link directly to the specific activity. Typically, you will have about a week to participate in the activities you are invited to, though sometimes they may be available for shorter or longer periods of time.

Most activities do not allow you to see how others responded. Occasionally you may be invited to participate in a session where responses will be shared -- we will notify you in advance if the activity is a shared response activity.  Note: If you post something that allows other members to view, only your post and your first name will be shared.

Are there any minimum requirements to maintain membership?

You must be a customer -- either an employee of an Agency or an employee of a current Policyholder -- we want feedback from current customers in order to improve service to current customers.  Other than that, there are no minimum requirements and community membership is free! Please participate as often as you can. Any feedback you provide is valuable to us and the more you participate, the more opportunities you will have to learn from others and us. You will also get the chance to participate in activities where you can earn incentives!

What kinds of activities should I expect?

There are a wide variety of activities available for your participation -- including surveys, quick polls, ideation sessions, journals and other interesting activities in which we will gather your feedback and opinions on products, communications and services.

How do I chat with other community members?

Stay connected with other community members by participating in the ideation sessions which are conveniently located on the community homepage. The topics of these sessions change from time to time, but by joining the current sessions you can check out what others are talking about, post your comments, ideas and even vote on what others have to say.

How do I post to an idea session?

To join the conversation, simply follow these steps:

  1. Enter in your idea into the idea session search field and click go. You will be shown a list of ideas that match your search terms.
  2.  If you want to move ahead with creating a new idea, then click Create new idea.
  3. You will then be able to edit your idea name, add in an idea description, select a category (if this option is available) and insert desired tags.
  4. Once your idea form has been completed, then click Create idea.
  • Besides adding an idea, you can also contribute to an ideation session by commenting on, voting for or following ideas. There is no limit to the number of ideas you can vote or comment on.
  • You will be alerted to any ideas that you contribute to (create, comment, vote or follow) that have any change (new comment, vote or status change) over the past week. Alerts go out every Monday morning.

Who can see my profile information?

Only the ICW Group administrator can view the content included in your Profile. Other community members only see your username.

Who owns the Intellectual Property?

icanmakeitbetter assigns all IP to the community sponsor, the “business user.” Everyone who joins the community must agree to the community Terms & Conditions with a manual opt-in. They can be referenced here: https://www.icanmakeitbetter.com/terms-and-conditions.

How do I request help or support?

If you have any questions about the community or need assistance with anything, you can contact customerexperience@icwgroup.com at any time. That is what we are here for!

Community DOs & DON'Ts


  • DO share your honest feedback and opinions.
  • DO keep an eye out for activity invites from customerexperience@icwgroup.com.
  • DO check your To Do list on the community homepage to see what activities are available to you.
  • DO contact customerexperience@icwgroup.com with any questions.


  • DON’T miss activity closing dates to make sure you get your feedback in on time.
  • DON’T leave your survey or activity incomplete.
  • DON’T share your activity invites with anyone else; they are specific to you only.
  • DON’T post inappropriate content. This is a fun and friendly community intended to be an informational exchange of ideas. We do reserve the right to remove any content deemed inappropriate or not relevant to the various sessions.