Case Study: Tower Insurance automates a $7.2M customer refund with Ushur
Key results
The challenge
Tower Insurance relied on phone-based interactions that could leave policyholders waiting long periods to reach a representative. The insurer wanted a digital-first way to reach large numbers of customers quickly during high-volume events such as natural disasters and mass refunds.
The solution
Tower adopted Ushur's customer experience automation platform to run omni-channel outreach over SMS and email, integrated with its CRM to capture live customer feedback. Business analysts could build and schedule campaigns without heavy development effort.
“We used Ushur because it gave us everything we needed.”
DMDaniel MaconaghieIT Integration and Development Lead, Tower Insurance
The results, in context
Tower contacted more than 80,000 policyholders through a disaster-mitigation campaign that a business analyst built and scheduled in under an hour. During the COVID-19 lockdown the insurer used Ushur to automate a $7.2M refund to its automobile customers, and in total the platform completed more than 160,000 engagements.