Industry: Insurance | Services: Automation, Business Process as a Service, Data & Analytics, Sutherland Connect
Client Overview
A global small-commercial property and casualty insurer valued at over $4.2 billion, already operating with a Direct-to-Consumer (DTC) model, aimed to expand growth and efficiency. Facing intense competition and opportunity in entering the U.S. marketplace, the insurer partnered with Sutherland to transform its quoting, binding, service, and back-office operations end-to-end
The Challenge
Growth Ambitions and Customer Expectations Demanding Overhaul
The insurer needed a full digital customer journey—from quote-to-binding and servicing—that could support its DTC ambitions, especially in the U.S., while maintaining service excellence. It required optimizing costs, reducing drop-off in the buying journey, and improving throughput, all without sacrificing brand promise.
Sutherland Solution
End-to-end Transformation with Tech, Analytics & Automation
Working across the entire journey of the client’s engagement with their customers, Sutherland’s approach blended human expertise and intelligent automation to create the digital chemistry – fully integrated digital transformation, covering front-, mid-, and back-office functions to engineer digital outcomes that would deliver measurable business results.
- Designed a dedicated center for D2C policy acquisition staffed by licensed agents in all states, to ensure a high-quality and consistent customer experience.
- Implemented Sutherland Connect®, an omnichannel contact center platform, paired with a custom CRM and backend integration (policy administration, financial systems, digital telephony) for seamless agent and customer experience.
- Introduced conversion analytics to catch customer withdrawal points in the quote process—which lowered drop-offs by 15%.
- Used RPA (Robotic Process Automation) to automate policy renewals, minimizing manual data entry, improving process efficiency and accuracy.
The Outcome
KEY OUTCOMES
Increase in operational efficiency
Reduction in costs over the deal term
Point uplift in CSAT scores
Measurable Results Across Growth, Satisfaction, and Speed
The transformation delivered dramatic outcomes: the insurer achieved $500 million in annual written premiums via its D2C channel, maintained a 98% customer satisfaction rate, and slashed quote-to-bind turnaround time by 80%. Customer drop-offs in the quote process dropped by 15%, and average policy value per sale increased by 20%. These results reinforced their brand in the U.S. market and established a foundation for ongoing efficiency and competitive advantage.
