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InsureMax Insurance · Insurance
Key Result
35% faster claim resolution
Omnichannel claims contact center with IVR self-service, AI call routing, and Guidewire integration for a regional P&C insurer.
InsureMax, a regional property and casualty insurer, struggled with long hold times during catastrophe seasons and manual claims status lookups tying up agents. CloudUCaaS modernized their contact center with FNOL IVR self-service, skill-based routing to licensed adjusters, and Guidewire PolicyCenter integration — reducing handle time and improving policyholder NPS.
InsureMax Insurance
35%
Handle time cut
< 8 min
CAT hold time
+21 pts
NPS improvement
100%
QA coverage
InsureMax's legacy phone system could not scale during hurricane season, causing 45-minute hold times. Agents manually looked up claim status in Guidewire while callers waited. No omnichannel option existed for chat or SMS status updates. QA sampling covered less than 2% of calls.
CloudUCaaS deployed an IVR FNOL intake flow with policy lookup, omnichannel agent desktop for voice and chat, Guidewire API integration for real-time claim status, and AI-assisted QA scoring on 100% of recorded interactions. Auto-scaling infrastructure handles 5x normal volume during CAT events.
Average claim inquiry handle time dropped 35%. Hold times during CAT events fell from 45 minutes to under 8 minutes. Policyholder NPS increased 21 points, and QA coverage went from 2% manual sampling to 100% automated scoring.
“When Hurricane season hit, our new platform handled five times normal volume without breaking. Our policyholders noticed the difference immediately.
Phased approach that kept the client operational throughout the engagement.
Weeks 1–4
Self-service flows, policy authentication, Guidewire API.
Weeks 5–8
Omnichannel workspace, screen pop, disposition codes.
Weeks 9–10
Encrypted recording, AI QA scoring, supervisor dashboards.
Weeks 11–12
5x volume simulation, auto-scaling validation, go-live.
Screenshots and visuals from the delivered solution.
Technologies Used
Development ServiceExpert FreeSWITCH customization, dialplan engineering, and platform development
Development ServiceIntelligent automation powered by AI for communication and business workflows
Development ServiceConnect your dialer, call center, and communication tools with CRM platforms
Development ServiceScalable cloud infrastructure on AWS, Azure, and Google Cloud
Let's discuss how CloudUCaaS can deliver measurable outcomes for your insurance organization.
