An East Coast property insurance carrier, offering four core home insurance products, found itself stuck with outdated, paper-based systems. Customers wanted digital convenience, but the complexity of legacy processes stood in the way. The carrier knew it needed to modernize—fast—or risk falling behind competitors.
The Challenge: Starting from Paper
The carrier faced significant hurdles in modernizing its customer experience. The challenges included:
- Complex Legacy Processes: The carrier's operations were heavily reliant on paper-based systems, making it difficult to adapt to digital solutions.
- Need for Digitization: To stay competitive, the carrier recognized the necessity of offering a digital experience to its customers but found existing processes too cumbersome to change.
- Boosting Customer Engagement: Traditional insurance offerings were unengaging, and there was a risk of losing customers to more technologically advanced competitors.
The Solution: A Seamless Shift with MySales
Upon recommendation from another carrier, the carrier partnered with ManageMy to develop a comprehensive digital ecosystem for its customers. The key aspects of the solution included:
- Rapid Integration: ManageMy's platform was branded and integrated within eight weeks, requiring no changes to existing processes.
- API Integration: Delivered a full digital customer experience by seamlessly connecting with existing systems.
- Centralized Information: Customers could view and access all policy information in real-time through the platform.
- Utilization of Existing Workflows: Customer requests were managed through the carrier's existing workflows, ensuring a smooth transition.
- Enhanced Communication: Introduced a secure message inbox with notifications via email, text, or push notifications.
Results that Speak for Themselves
The implementation of ManageMy's platform led to immediate and measurable benefits:
High Engagement Rates - Within the first month, over 50% of customers registered on the platform, with 98% of them accessing their documentation via self-service tools.
- The carrier significantly boosted customer engagement by delivering a streamlined, intuitive digital experience that met policyholders where they were—on desktop and mobile. The platform transformed how customers interacted with their insurance. Easy access to policy documents, real-time updates, and digital communication tools kept customers connected and engaged like never before.
Mobile Accessibility - 56% of registered customers used the mobile app to manage their policies.
- For the first time, users could access and amend their policies digitally via ManageMy's combined web portal and mobile app. All documentation is centralized and accessible within the platform, enabling the carrier to communicate digitally with each customer.
Operational Efficiency - Agents populated 75% of new policies with digital contact information.
- On the back end, agents could now access and manage policies - streamlining operations and processes. Additional features are available through ManageMy integrations, offering unlimited options for further digital transformation.
Cost Reduction - Eliminated paper-based processes such as mailing payment reminders, leading to a 45% reduction in paper costs.
- The carrier saw an immediate reduction in costs by eliminating paper processes, such as mailing payment reminders or fielding questions that can now be answered by accessing existing documentation.
Improved Customer Service - Customers can now submit FNOL digitally, alerting the carrier in case of a claim and completing additional processes such as digital signatures, uploading evidence and statements, and more.
- Customers could quickly report a loss, upload supporting documents, and complete necessary forms—all within a secure, user-friendly portal. This eliminated the need for phone calls and paperwork, accelerating claims intake and improving customer satisfaction during critical moments. The result was a smoother, faster FNOL experience that aligned with modern customer expectations.
By partnering with ManageMy, the property carrier successfully transitioned to a digital-first approach, enhancing customer engagement, streamlining operations, and reducing costs—all within a remarkably short timeframe.
Conclusion
Empowered by the ManageMy platform, even traditional, paper-reliant carriers can rapidly transform without overhauling their internal operations. The carrier didn’t just implement a digital front door—they created a scalable foundation for long-term customer engagement, operational agility, and future innovation. The ease of integration, speed to market, and measurable ROI highlight what's possible when insurance providers embrace purpose-built technology.
Ready to transform your customer experience?
Explore how ManageMy can support your digital journey at www.managemy.com/my-platform.