Client Case Studies

P&C Operations Support | Retention & Policy Growth | Project-based Services

P&C Insurance Outsourcing

P&C Contact Center, Service & Underwriting

$1 Billion DWP, Personal & Commercial Lines

Case Study Highlights

Staff Backfill During Large Platform Conversion

$1 Billion DWP, Personal & Commercial Lines

Case Study Highlights

Centralized Underwriting Support

$2 Billion DWP,
Commercial Lines

Case Study Highlights

Diversifying Operational Risk

$2 Billion DWP,
Commercial Lines

Case Study Highlights

Underwriting Support

$200 Million DWP, Personal & Commercial Lines

Case Study Highlights

InsurTech New Carrier Launch

New Carrier;
Personal Lines

Case Study Highlights

Operations Capacity Relief

$500 Million DWP, Personal & Commercial Lines

Case Study Highlights

P&C Contact Center, Sales, Service, Underwriting, & Claims

New InsurTech
Carrier Launch

Case Study Highlights

P&C Contact Center & Licensed Sales Support

$1 Billion DWP, Personal Lines

Case Study Highlights

Staff Backfill During Large Platform Conversion

$600 Million DWP, Personal & Commercial Lines

Case Study Highlights

Underwriting Support

$80 Million DWP, Personal Lines

Case Study Highlights

P&C Contact Center, Service & Underwriting

$50 Million DWP, Personal Lines

Case Study Highlights

P&C Contact Center & Operations Support

$700 Million DWP, Personal & Commercial Lines

Case Study Highlights

Underwriting & Service Support

$600 Million DWP, Personal & Commercial Lines

Case Study Highlights

P&C Contact Center & Licensed Service Support

$1.5 Billion DWP, Personal Lines

Case Study Highlights

P&C Contact Center & Service Support

$1 Billion DWP, Personal Lines

Case Study Highlights

After-hours & CAT First Notice of Loss

$1 Billion DWP, Personal Lines

Case Study Highlights

Policy Retention & Growth

Policy Retention Increase

$1 Billion DWP, Personal & Commercial Lines

Case Study Highlights

Policy Retention Increase

$1 Billion DWP, Personal & Commercial Lines

Case Study Highlights

Policy Retention Increase

$700 Million DWP, Personal Lines

Case Study Highlights

Bind Rate Optimization

$100 Million DWP, Personal Lines

Case Study Highlights

Policy Retention Increase

$18 Billion DWP, Personal & Commercial Lines

Case Study Highlights

Project-based Services

Quote Conversion Optimization

$100 Million DWP, Personal Lines

Case Study Highlights

Agent/Broker Experience Measurement

$1 Billion DWP, Personal & Commercial Lines

Case Study Highlights

Social Media / Customer Experience Optimization

$100 Million DWP, Personal Lines

Case Study Highlights

Operations Reporting Optimization

$2 Billion DWP, Commercial Lines

Case Study Highlights

Hail Claims Diagnostics

$100 Million DWP, Personal Lines

Case Study Highlights

P&C Contact Center, Service & Underwriting

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Insurer Profile: $1 Billion DWP, Personal & Commercial Lines

CXIS Scope:  

  • Customer Service & Contact Center
  • Licensed Sales Support
  • Underwriting
  • On Carrier’s Existing Platforms
  • Service and Underwriting Analytics

Insurer Value Delivered:  

  • Customer Experience:  Consistently Maintained Service Level Agreements
  • Competing on Service:  Industry Class Net Promoter Scores
  • Increased Underwriting Capacity
  • Accelerated Launch of New Products / States
  • Standardized Quality
  • Talent Gaps Mitigated

Staff Backfill During Large Platform Conversion

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Insurer Profile: $1 Billion DWP, Personal & Commercial Lines

CXIS Scope:  

  • Backfill Carrier Staff During Large Platform Conversion
  • Personal & Commercial Lines Policy Administration
  • Personal & Commercial Lines Underwriting Support
  • On Carrier’s Existing Platforms
  • Operations / Workflow Analytics

Insurer Value Delivered:  

  • Existing Carrier Staff Able to Support Large Platform Conversion
  • Accelerated Transactional Processing Times
  • Migration from Fixed to Variable Cost Structure
  • Standardized Quality
  • Talent Gaps Mitigated

Centralized Underwriting Support

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Insurer Profile: $2 Billion DWP, Commercial Lines

CXIS Scope:  

  • Centralized Underwriting Support
  • New Business & Renewal Rating / Quoting, Binding, Issuance, & Endorsements
  • Clearance
  • On Carrier’s Existing Platforms
  • Operations / Workflow Analytics

Insurer Value Delivered:  

  • Increased Underwriting Capacity
  • Accelerated Policy Ratings, Bind Orders, Issuance & Endorsements
  • Submissions Cleared in Hours (vs. Days)
  • Streamlined Operations & Workflow Efficiency
  • Standardized Quality
  • Talent Gaps Mitigated

Diversifying Operational Risk

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Insurer Profile: $2 Billion DWP, Commercial Lines

CXIS Scope:  

  • Rating, Premium & Non-Premium Bearing Endorsements
  • Renewal Processing
  • Clearance
  • Loss Run Processing
  • On Carrier’s Existing Platforms

Insurer Value Delivered:  

  • Diversified Operational Risk with U.S. based Commercial P&C Resources
  • Increased Underwriting Capacity
  • Migrated to Variable Cost Structure
  • Standardized Quality
  • Talent Gaps Mitigated

Underwriting Support

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Insurer Profile: $200 Million DWP, Personal & Commercial Lines

CXIS Scope:  

  • Commercial New Business Rating / Quoting
  • Premium & Non-Premium Bearing Endorsements
  • Inspection Processing
  • On Carrier’s Existing Platforms

Insurer Value Delivered:  

  • Enabled Underwriters to Focus on Broker Relationships, Building Books, & Niche Specialization
  • Increased Underwriting Capacity
  • Migrated to Variable Cost Structure
  • Talent Gaps Mitigated

InsurTech New Carrier Launch

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Insurer Profile: New Carrier; Personal Lines

CXIS Scope:  

  • Licensed Sales Support, Service & Contact Center
  • Underwriting
  • First Notice of Loss
  • On Carrier’s Existing Platforms
  • Service and Underwriting Analytics

Insurer Value Delivered:  

  • Efficient, Flexible P&C Back Office – Variable Cost Model
  • “Actuarial” Customer Experience Model
  • Multichannel Customer Support via Cloud Based Platforms
  • Geographically Redundant Contact Centers for Business Continuity
  • Standardized Quality
  • Talent Gaps Mitigated

Operations Capacity Relief

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Insurer Profile: $500 Million DWP, Personal & Commercial Lines

CXIS Scope:  

  • Inspection Reviews & Recommendation Letters
  • Renewal Processing
  • Book Roll Processing
  • On Carrier Existing Platforms

Insurer Value Delivered:  

  • Efficient, Flexible P&C Back Office – Variable Cost Model
  • Capacity Relief Stemming from Seasonality Pressures
  • Enabled Carrier Staff to Better Support Internal Projects
  • Standardized Quality
  • Talent Gaps Mitigated

P&C Contact Center, Sales, Service, Underwriting, & Claims

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Insurer Profile: New InsurTech Carrier Launch

CXIS Scope:  

  • P&C Insurance Contact Center
  • Licensed Sales Support
  • Customer Service
  • Underwriting
  • Licensed Claims Adjudication 

Insurer Value Delivered:  

  • Efficient, Flexible P&C Back Office – Variable Cost Model
  • “Actuarial” Customer Experience Model
  • Multichannel Customer Support via Cloud Based Platforms
  • Geographically Redundant Contact Centers for Business Continuity
  • Standardized Quality
  • Talent Gaps Mitigated

P&C Contact Center & Licensed Sales Support

Insurer Profile: $1 Billion DWP, Personal Lines

CXIS Scope:  

  • Inbound P&C contact center support
  • Licensed producers for sales facilitation
  • Advising on coverages, deductibles, and product options
  • On client’s existing platforms

Insurer Value Delivered:  

  • Expanded distribution capabilities
  • Cross-sell & upsell programs
  • YOY personal lines premium uplift
  • Talent gaps mitigated (P&C licensed producers)
  • Technology-enabled customer experience enhancements
  • Standardized Quality Programs

Staff Backfill During Large Platform Conversion

Insurer Profile: $600 Million DWP, Personal & Commercial Lines

CXIS Scope:  

  • Backfill Carrier Staff During Large Platform Conversion
  • Commercial Lines Policy Administration & Underwriting Support
  • On Carrier’s Existing Platforms
  • Processing Across Both Legacy & Modernized Platforms
  • Standardized Quality Programs

Insurer Value Delivered:  

  • Existing Carrier Staff Able to Support Large Platform Conversion
  • Accelerated Transactional Processing Times
  • Migration from Fixed to Variable Cost Structure
  • Talent Gaps Mitigated

Underwriting Support

Insurer Profile: $80 Million DWP, Personal Lines

CXIS Scope:  

  • Personal Lines Inspection Reviews & Processing
  • Backfill for Carrier Underwriting Staff
  • On Carrier’s Existing Platforms
  • Standardized Quality Programs
  • Throughput Analytics

Insurer Value Delivered:  

  • Existing Carrier Staff Able to Focus on Book Growth
  • Increased Underwriting Capacity
  • Backlogs Cleared
  • Accelerated Transactional Processing Times
  • Migration from Fixed to Variable Cost Structure
  • Talent Gaps Mitigated

P&C Contact Center, Service & Underwriting

Insurer Profile: $50 Million DWP, Personal Lines

CXIS Scope:  

  • Customer Service & Contact Center
  • Underwriting
  • On Carrier’s Existing Platforms
  • Service and Underwriting Analytics

Insurer Value Delivered:  

  • Customer Experience:  Consistently Maintained Service Level Agreements
  • Competing on Service:  Industry Class Net Promoter Scores
  • Increased Underwriting Capacity
  • Accelerated Launch of New Products / States
  • Standardized Quality
  • Talent Gaps Mitigated

P&C Contact Center & Operations Support

Insurer Profile: $700 Million DWP, Personal & Commercial Lines

CXIS Scope:  

  • Customer Service & Contact Center
  • Transactional Processing
  • Billing Support
  • On Client’s Numerous Platforms
  • Service and Underwriting Analytics

Insurer Value Delivered:  

  • Customer Experience:  Consistently Maintained Service Level Agreements
  • Cost-efficient, Flexible Scale Deployed
  • Capacity Constraints Alleviated
  • Standardized Quality
  • Talent Gaps Mitigated

Underwriting & Service Support

Insurer Profile: $600 Million DWP, Personal & Commercial Lines

CXIS Scope:  

  • Personal Lines Underwriting Support
  • Personal Lines Service Support
  • Personal Lines Transactional Processing
  • On Carrier’s Existing Platforms
  • Standardized Quality Programs

Insurer Value Proposition: 

  • Cost-efficient, Flexible Scale
  • P&C Talent Gap Mitigation
  • Capacity Constraint Alleviation
  • Customer Service Level Maintenance
  • Existing Staff Reallocation

P&C Contact Center & Licensed Service Support

Insurer Profile: $1.5 Billion DWP, Personal Lines

CXIS Scope:  

  • Licensed P&C agents
  • Inbound & outbound contact center support
  • Advising on coverages, deductibles, and product opportunities
  • Multi-state licensing and state-specific product rules / guidelines
  • On insurer’s existing platforms

Insurer Value Delivered: 

  • Mitigated operations capacity shortages
  • Increased customer service levels & reduced wait times
  • P&C talent gaps mitigated in a variable cost structure
  • Quality scores matched or exceeded internal insurer staff
  • Scaled up & down in short timeframes to match changing operational conditions 

P&C Contact Center & Service Support

Insurer Profile: $1 Billion DWP, Personal Lines

CXIS Scope:  

  • Unlicensed P&C agents
  • Inbound contact center support
  • Responding to policy status requests, billing questions, payment items, and related service queries
  • On insurer’s existing platforms

Insurer Value Delivered: 

  • Onboarded & trained staff in accelerated timeframes relative to typical insurer schedules 
  • Increased customer service levels & reduced wait times
  • Mitigated operations capacity shortages
  • P&C talent gaps mitigated in a variable cost structure
  • Standardized quality programs 

After-hours & CAT First Notice of Loss

Insurer Profile: $1 Billion DWP, Personal Lines

CXIS Scope:  

  • P&C insurance experienced customer-facing associates 
  • Inbound contact center support (First Notice of Loss)
  • After-hours coverage and rapid scale for CAT scenarios
  • Coverage in CAT-exposed geographic regions
  • On insurer’s existing platforms

Insurer Value Proposition: 

  • FNOL capacity for difficult-to-staff scenarios
  • Mitigated insurer operational risk
  • Capacity delivered in a variable cost structure
  • Standardized SLAs & quality programs
  • Facilitated insurer focus on more strategic initiatives

Policy Retention Increase

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Insurer Profile: $1 Billion DWP, Personal & Commercial Lines

CXIS Scope:  

  • Policy Retention Suite

Insurer Value Delivered:  

  • 6% Increase in Policy Retention

Customer Experience Insights & Themes:

  • Agent Experience – Quoting Process Challenges
  • Agent Experience – Perceived Rated Competitiveness
  • Policyholder Experience – Billing Issues
  • Policyholder Experience – Product Bundling Opportunities

Policy Retention Increase

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Insurer Profile: $1 Billion DWP, Personal & Commercial Lines

CXIS Scope:  

  • Policy Retention Suite

Insurer Value Delivered:  

  • 4% Increase in Policy Retention

Customer Experience Insights & Themes:

  • Agent Experience – Underwriting Challenges
  • Agent Experience – Bonus Commission Opportunities
  • Policyholder Experience – Claims Experience Challenges
  • Policyholder Experience – Self-service Technology Opportunities

Policy Retention Increase

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Insurer Profile: $700 Million DWP, Personal Lines​

CXIS Scope:  

  • Policy Retention Suite

Insurer Value Delivered:  

  • 2% Increase in Policy Retention

Customer Experience Insights & Themes:

  • Policyholder Experience – Lack of Agent Responsiveness
  • Policyholder Experience – Policy Discount Opportunities 
  • Policyholder Experience – Claims Experience Challenges
  • Policyholder Experience – Policy Coverage Options

Bind Rate Optimization

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Insurer Profile: $100 Million DWP, Personal Lines

CXIS Scope:  

  • Bind Rate Optimization, Net Promoter Score Programs, & Claims Customer Experience Improvement

Insurer Value Delivered:  

  • 20%  Increase in Net Promoter Score

  • Ongoing / YOY Bind Rate Lift (Homeowners & Auto)

Customer Experience Insights & Themes:

  • Perceptions of Rate Competitiveness
  • Product Bundling Opportunities 
  • Social Media Awareness & Online Consumer Ratings

Policy Retention Increase

Insurer Profile: $18 Billion DWP, Personal & Commercial Lines

CXIS Scope:  

  • Policy Retention Suite
  • Policyholder Experience Analytics
  • Regression Modeling – Statistical Impacts of Price, Product Fit, & Ease of Doing Business Variables on Retention Rates
  • Predictive Modeling – Renewal Intent Scoring

Customer Experience Insights & Themes:

  • Pricing & Discount Elasticity
  • Policyholder Experience – Product Bundling Opportunities
  • Policyholder Experience – Claims Experience Challenges
  • Policyholder Experience – Self-service Technology Opportunities
  • Brand Perception Modeling

Quote Conversion Optimization

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Insurer Profile: $100 Million DWP, Personal Lines

P&C Insurer Scope:  

  • Diagnostic & root cause analysis of declining Personal Lines bind rates
  • Process workflow & systems assessment
  • P&C insurer best practice overlay

Insurer Value Delivered:  

  • Data mining of non-bound quote drivers
  • Increased hit ratios for Homeowners and Auto quotes
  • Hit ratio optimization for Affiliated Business

Agent/Broker Experience Measurement

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Insurer Profile: $1 Billion DWP, Personal & Commercial Lines

P&C Insurer Scope:  

  • Aggregation and modeling of Agent Experience data
  • Diagnostic & root cause analysis of declining Personal Lines quote volumes
  • Process workflow & systems assessment; best practices overlay

Insurer Value Delivered:  

  • Alleviated Agent production roadblocks
  • Increased Agent engagement
  • Provided intelligence around carrier market share positioning within Agencies

Social Media / Customer Experience Optimization

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Insurer Profile: $100 Million DWP, Personal Lines

P&C Insurer Scope:  

  • Social media strategy benchmarking & best practices overlay
  • Social platforms optimization & integration with customer experience applications
  • Triage for skewed poor online reviews

Insurer Value Delivered:  

  • Social prospect targeting & segmentation
  • Enhanced social digital footprint
  • Social / customer experience feedback loops

Operations Reporting Optimization

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Insurer Profile: $2 Billion DWP, Commercial Lines

P&C Insurer Scope:  

  • Operations efficiency diagnostic & best practice overlay
  • Operations data & root cause analyses
  • Workflow reporting needs & gap analysis

Insurer Value Delivered:  

  • Enhanced visibility to operations workflow
  • Increased efficiencies & ROI from existing reporting platforms
  • Provided transaction throughput metrics enabling Carrier Management to alleviate roadblocks & enhance Broker experience

Hail Claims Diagnostics

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Insurer Profile: $100 Million DWP, Personal Lines

P&C Insurer Scope:  

  • Data aggregation & mining for Hail Claims customer experience
  • Benchmarking & best practice overlay
  • Assessment of policy retention impacts

Insurer Value Delivered:  

  • Quantified customer experience associated with targeted hail claim activity
  • Modeled correlation with policy retention
  • Delivered operational recommendations