Scaling for Direct Customer Support
A leading property and casualty insurance provider ranks first among competitors in servicing small commercial and specialty businesses. It boasts a $2-billion global retail portfolio and boasts 35 locations across 14 countries. The key business lines served were General Liability, Management Liability, Excess and Surplus, and Errors and Omissions
The client was among the first to engage potential buyers looking to purchase products and services through direct-to-customer channels rather than through brokers or agents. Their goal was to shift how businesses buy insurance, while establishing the company as a premium brand in the US.
Given that the client had no prior presence in direct channel operations, they required a strategic partner, with policy acquisition expertise and strong capabilities in customer experience transformation, who could set up and scale the right ecosystem equipped with domain-rich resources, streamlines processes, and best-in-class technology solutions.