Liberty Insurance
Driving up gross written premiums, driving down cost to serve while dramatically improving the customer experience
Overview
Liberty Insurance Ireland is part of the Boston based Liberty Mutual Holding Company (LMHC), the head of the Liberty Mutual Insurance family. LMHC, is a trusted global insurer and fourth largest property and casualty insurer in the US, ranked 75th on the Fortune 100 list.
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The challenge
Prior to working with Circulator, Liberty Insurance was sending their quote notification emails from their backend system. This was extremely restrictive as they did not have the ability to make content changes, emails were not mobile compatiable, there was no deliverability management, and no analytics were in place in terms of engagement levels.
Liberty Insurance was still using paper and old cumbersome systems to send out any policy related notifications to their customers. They wanted to have visiblity as to how their customers were engaging with their brand but also to be able to react accordingly.
How we did it
Paul O’Shea, Head Of Online, Liberty Insurance
Results:
Liberty Insurance’s back office communications are now being automated through Circulator’s application (forgot password, account registration, missed direct debits, payment and renewal reminders etc.) In addition, all communications are now fully trackable, which allows Liberty to know if someone received the email, read it or if it bounces.
With this knowledge, Liberty can decide on what’s the next best action to take with a particular customer. 37% of sales across the call centre and online are infuenced by the email a customer receives. Liberty has also enjoyed cost savings resulting from the move from paper mail to email.
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Deliverabilty rates
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Increase in quotes
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Increase in open rates
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Increase in motor sales
