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Transforming Customer Self-Service & Operational Efficiency for Hanover Fire

MyService and MyClaims css listing image Hanover Fire

Industry

P&C Carrier

Challenge

Hanover Fire & Casualty Insurance Company, a regional P&C carrier, needed to meet rising digital-first customer expectations without disrupting its core systems. Without a centralized self-service hub, policyholders relied on CSRs and agents for routine tasks, increasing service volume and limiting staff capacity.

Results

Hanover Fire modernized its customer experience without disrupting core systems, enabling instant access to declaration pages and proof of insurance while shifting routine requests to self-service. Call volumes declined, CSRs and agents regained time for sales and proactive support, renter satisfaction improved, and analytics created a foundation for ongoing digital optimization.

Key Product

MyService, MyClaims

managemy.com/property-casualty-insurance-carriers

“We needed to allow our customers easier access to their policy information and documents and give them the ability to request a change or report a claim. We were looking for a solution with easy API integration into our existing system, a low-code approach, and something easily configurable.”

Gerald Hindman

VP, Technology

"ManageMy’s API expertise and easy configuration allowed this integration to progress quickly. We were up and running in nine months — they're a quality insurance technology company with subject matter experts that can enhance any insurance companies’ customer experience to increase both efficiencies as well as impact their bottom line."

Gerald Hindman

VP, Technology

“Hanover Fire & Casualty came to us with a clear vision: to deliver modern, self-service capabilities without disrupting their core systems. We took the time to understand their technology landscape, operational constraints and policyholder pain points, and implemented a solution that fit seamlessly into their environment.”

Mark Moran

Chief Product Officer

Hanover Fire and Casualty

Hanover Fire & Casualty Insurance

Hanover Fire & Casualty Insurance is a regional property and casualty carrier known for delivering reliable coverage and personalized service to its policyholders. With a strong foundation in community-focused insurance, the organization has built lasting relationships across its markets while continuing to evolve its operations to meet changing customer expectations.

The Challenge

As customer expectations shifted toward digital-first service, Hanover Fire faced a clear challenge: delivering easy, self-service access to policies, documents, and claims — without adding complexity to its existing systems.

Policyholders increasingly wanted faster, simpler ways to manage their insurance, especially renters who needed immediate proof of coverage.
Without a centralized self-service hub, customers had to rely on CSRs or agents for routine tasks like retrieving documents or reporting a claim.
As a result, internal teams saw increased call volume, slower response times, and limited staff capacity—leaving less time for agents to focus on sales and proactive engagement.

Hanover Fire needed a long-term solution to modernize the customer experience, reduce service burden, and adapt to a shifting market, so they turned to ManageMy.

The Solution

Hanover Fire partnered with ManageMy to implement MyService and MyClaims as their digital service layer, delivering modern self-service capabilities through a low-code, API-first approach.

The implementation included:

A branded mobile app and web portal enabling policyholders to access documents, request changes, and report claims anytime on any device.

XPerience Studio-powered workspace enabling staff to streamline internal service requests and claims management.

BI Analytics dashboards providing real-time usage insights and continuous experience improvement. 

Seamless API integration with the existing policy administration system.

The platform was configured and deployed within nine months, supporting Hanover Fire’s operational needs and long-term modernization goals.

By combining API-first integration with a low-code configuration layer, Hanover Fire was able to modernize the customer experience in a very short timeframe, with immediate impact on service efficiency and customer satisfaction.

The Results

Hanover Fire’s property insurance policyholders can now instantly access their declaration page from the mobile app — eliminating paperwork, wait times, and service calls.

Policyholders can now submit change requests, download documents, and report claims without contacting an agent or CSR. As a result:

Routine service calls decreased as customers shifted to self-service.

Renter experience improved, allowing policyholders to quickly meet landlord coverage requirements.

CSRs and agents regained time, shifting focus from administrative tasks to sales and proactive support.

Analytics provide visibility into customer engagement, informing future digital enhancements.

These improvements delivered immediate gains in service efficiency and customer satisfaction, without disrupting Hanover Fire’s existing systems.

Looking Ahead: Building on a Modern Digital Foundation

Hanover Fire has taken a major step toward modernizing the customer experience while improving operational efficiency. With self-service now in place, the team is already exploring next steps using the same scalable, API-driven foundation. 

Ready to drive your customer experience & operational efficiency?

Schedule a Demo