Fortune 500 Insurer: Streamlining Quote Processing to Boost CSAT and Profit Margins
Location
Hartford, CT
Industry
Insurance – Property & Casualty
Customer Segments
Homeowners and Renters Seeking Property Insurance, Independent and Captive Insurance Agents
Solutions Stack
Custom Front-End Application (Quick Quote Engine), Internal Eligibility and Underwriting Systems Integration
At A Glance
Challenges
- Lengthy application process created friction for home insurance prospects
- Applicants were required to complete 10+ pages across multiple screens to receive a quote
- Time and resources were wasted on prospects who ultimately didn’t qualify
Solutions
- Conducted end-to-end analysis of the application workflow and qualification criteria
- Recommended optimizations to streamline applicant screening early in the process
- Built a front-end application to filter out unqualified applicants and fast-track quotes for qualified prospects
- Ensured compliance and seamless integration with internal systems through cross-functional collaboration
Results
- Increased CSAT scores by over 20% by reducing friction and improving agent availability
- Improved profit margins by shifting resources away from unqualified applicants
- Delivered higher-quality customer interactions and faster access to accurate quotes
- Enhanced marketing effectiveness through improved applicant and approval data
About the Company
Headquartered in Hartford, CT, this Fortune 500 financial services leader has been supporting individuals, families, and businesses for over two centuries. Offering a wide range of property and casualty insurance, group benefits, and mutual funds, the company is known for helping customers navigate life’s unexpected events. With over 10,000 employees, the firm is a trusted partner to millions of policyholders across the U.S.
Overview
The company’s home insurance quote process was a friction point for both customers and internal teams. Prospective customers were required to complete a multi-screen, multi-page application to receive a quote—only to be disqualified later in the process if they didn’t meet underwriting criteria. This inefficiency not only led to frustration but consumed significant agent time and resources. The client needed a streamlined process that preserved compliance while improving qualification speed, applicant experience, and operational focus.
Approach
SPAR Solutions partnered with internal teams to evaluate the entire quote-to-qualification workflow. Through a detailed analysis of applicant data, screening criteria, and system limitations, SPAR recommended a new approach: a custom front-end application that could assess qualification early in the process and route applicants accordingly. Qualified prospects were presented with expedited quote and premium information, while unqualified applicants were respectfully filtered out. The solution was integrated with existing systems and aligned with all internal compliance standards.
Conclusion
The implementation of the “Quick Quote” solution delivered measurable impact across customer experience and business performance. Customer satisfaction scores rose by more than 20%, thanks to faster responses and better service from now-more-available agents. Profit margins improved as effort was redirected to high-value prospects, while enhanced data quality empowered more precise marketing strategies. By streamlining a high-volume process, the company not only improved customer engagement—it unlocked scalable growth in a competitive market.
SPAR by THE Numbers
Let our numbers speak
At SPAR Solutions, we believe that numbers speak volumes, especially when they narrate tales of trust, dedication, and expertise. The numbers below describe not just our history as a company, but a promise of the unparalleled partnership we bring to every engagement.
1000
+
Completed Projects
20
+
Years in Business
6
+
Year Average Client Partnership
100
+
Technologies Supported
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