Heritage Life Insurance Company Empowers Teams to Deliver Superior Customer Service with the No-Code Platform
In 2020, Heritage Life Insurance Company (“Heritage Life”), a prominent player in the life insurance sector, faced an opportunity for growth after acquiring two blocks of business from another insurance firm. This acquisition introduced logistical and operational complexities due to the use of multiple documentation and workflow systems.
The company recognized the need for an integrated, efficient, and scalable solution to manage the existing insurance policies and ensure seamless customer service. Their primary objective was to consolidate all historical documents and workflows into a single system. Additionally, they aimed to enhance internal workflow management to reduce turnaround times and increase customer satisfaction. Maintaining compliance with industry regulations while managing an increased volume of claims and policy changes was also essential.
Given these needs, Heritage Life searched for a comprehensive solution that could be implemented quickly and adapted to its specific requirements. It ultimately chose the
Key Deliverables
Creatio gave Heritage Life the flexibility and functionality needed to overhaul its operations. The implementation yielded key improvements:
Operational Efficiency:
Improved Customer Satisfaction:
Enhanced Employee Experience:
Cost Savings:
With Creatio our reps can handle requests by viewing a customer's entire policy history holistically. This not only empowers our employees to provide accurate and timely support but also significantly enhances the overall customer experience by ensuring their issues are resolved efficiently and effectively.”
Watch the interview with Michelle Casaus, Assistant Vice President of Operations at Heritage Life to learn more about their digital transformation.
By implementing Creatio, Heritage Life successfully navigated its operational complexities, transforming its customer service operations and setting a new standard for excellence. Looking ahead, the company is well-positioned to leverage the
About Heritage Life
Heritage Life is a prominent reinsurance company specializing in annuities and life products, offering customers deep industry expertise. Domiciled in Arizona with offices in Chicago, Illinois and Dallas, Texas, the company holds licenses in 49 states, Puerto Rico, and the District of Columbia.
