Client: Property & Casualty Insurer
A leading provider of Property & Casualty insurance, serving customers across forty-eight states for over a century, faced significant challenges in managing cash flow, customer service, and communication due to issues with critical document returned mail.
Problem
Based in Chicago, this property and casualty insurance carrier encountered persistent issues with returned mail containing critical documents such as Premium Bills, Renewal Offers, and Cancellation Notices. These undeliverable-as-addressed items were returned to the company’s headquarters, leading to daily disruptions in servicing consumer and business customers. Internal attempts to manage the problem, including capture, phone research, and address updates, proved inefficient, resulting in service delays, cash flow issues, and resource-intensive efforts to locate customers.
The company recognized this challenge as an opportunity for operational, financial, and customer service enhancements, prompting them to seek immediate improvements from Horizontech.
Results
Upon engaging Horizontech, the company witnessed significant improvements in its workflow within the accounting and customer service departments:
