Engineering Insurance Service Excellence with Data

Discover how Amica enhanced customer experiences on every call with innovative data solutions, powered by the Strategy platform.

Snapshot

Empathy and data enable Amica to provide a unique value proposition that resonates with their customers, the vast majority of whom choose to stay with them every year. Amica consistently ranks among the nation’s top insurers—receiving numerous accolades for their products, services, and overall performance.

Amica representatives need a vast amount of information at their fingertips to ensure high satisfaction on every call and provide industry-leading customer service. Data leaders at Amica embraced HyperIntelligence to enable reps with a unified view of critical information that’s often spread across a variety of business apps and screens. A long-standing Strategy customer, Amica was recently honored with Strategy's customer award for innovation for the business impact their team achieved by adopting HyperIntelligence. 

“Our mission is to create peace of mind and build enduring relationships with customers. We serve them by analyzing the data to ensure we make good business decisions with our customer focus in mind.”
— Anthony Noviello, Senior Vice President & Superintendent, Sales & Client Services

About Amica Mutual Insurance

Industry
Insurance

Number of Customers
1,200,000+

Website
amica.com

About
Founded in 1907, Amica is a policyholder-owned mutual insurer known for its financial strength and award-winning service.

Success by the Numbers

2 in 3

employees use Strategy data analytics solutions

90%+

claims leadership adoption for one top solution

$480K+

new cross-sell revenue generation with Hyper solution

11

Hyper cards speeding up customer workflows

The Challenge

Amica’s team members across the country must leverage data effectively to efficiently process thousands of claims daily, provide exceptional customer service, and compete in a highly commoditized industry where their competitors benefit from massive economies of scale. 

With a significant focus on customer support, Amica had to integrate data into their core insurance applications to empower representatives to making informed decisions and provide the best possible customer care. However, the custom development required for this integration would be costly and would tie up IT resources for months or even years to complete the work.

The Solution

Amica embraced innovative data solutions to rapidly enable the business. By incorporating HyperIntelligence into a variety representatives’ daily workflows, Amica seamlessly injected critical information and KPIs directly into the business apps representatives use every day to streamline the customer service experience.

Representatives across the business report higher productivity and efficiency using HyperIntelligence to supplement how they handle customer calls. “For a claims representative to see a HyperIntelligence card pop up right on their screen—without having to jump to another system—really takes the guesswork out of the customer service process,” said Brittany Noble, Assistant Vice President at Amica Life.

Three hyper cards showing data for a claim center ticket, a claim file's injury details, and recommended actions

"HyperIntelligence proved a huge shortcut in quickly share relevant insights and trusted data with Amica representatives. It gives our claims, client services, and sales teammates the information they need to provide the high-quality customer care Amica is known for on every call, without the high price tag and long timeline it would take to integrate systems.”
– Ray Zientara Assistant Vice President & Head of Enterprise Data Solutions, Amica

The Impact

Amica streamlined workflows, reduced operating costs, and improved customer interactions across their claims and customer service divisions using Strategy One.

The Hyper cards they’ve deployed expedite calls and ensure the highest possible customer satisfaction, eliminating the need to search for details and hyperlinks across systems. In one example, they generated new revenue by enabling reps to better understand when customers qualify for umbrella policy plans.

Their innovative use of HyperIntelligence is just one of many ways Amica exemplifies smart use of data across the organization to support their impressive customer retention rates.

Impactful insurance solutions, powered by Strategy One

The Strategy One platform is Amica’s corporate standard for data analytics. The platform fulfills many reporting needs, including use by Claims and Sales & Client Services representatives in call centers nationwide. Self-service analytics remain a key component of Amica’s data strategy, with 2 in every 3 employees getting access to the insights they need using the Strategy platform.

Claims

Claims agents and managers utilize HyperIntelligence cards to facilitate customer calls, helping them seamlessly take callers’ claim information, communicate relevant policy limits, and share direct repair shop information. Manager cards assist in prioritizing backlogs and assigning claims to the most suitable representatives based on specific issue types.  

Sales

Sales and customer service representatives leverage HyperIntelligence cards to identify cross-selling opportunities for pre-qualified accounts in real-time. The sales card is displayed only when a range of logical conditions are met. This ensures its relevance, speeds up cycle times, and reduces representative effort.

Road Safety

Amica, in partnership with Cambridge Mobile Telematics (CMT) and powered by Strategy, launched the StreetSmart app. They offer policyholders personalized insights and discounts to encourage safe driving. Analysts and actuaries can now utilize near-real-time data for pricing and underwriting.