How SecureLife Insurance Boosts Policy Sales 36% with Chatref
36%
Sales Growth
74%
Automated
$68k
Monthly Savings
Overview
SecureLife Insurance, an independent broker serving 65,000 policyholders with life, health, auto, and home coverage, struggled with quote generation delays and overwhelming claims support inquiries. With twenty-eight agents handling quote requests, coverage questions, and claims assistance, response times exceeded ten hours during renewal seasons. After implementing Chatref's insurance chatbot, SecureLife now handles seventy-four percent of inquiries automatically, increased policy sales by thirty-six percent, achieved eighty-eight percent customer satisfaction, and saves sixty-eight thousand dollars monthly.
The Challenge
Customers needed instant insurance quotes but faced long delays as agents manually compared options across multiple carriers. Claims questions overwhelmed support during storm seasons and accident periods. Renewal confusion caused policy lapses when customers couldn't quickly understand coverage changes. Evening and weekend inquiries went unanswered, losing sales to competitors with instant online experiences. SecureLife needed a knowledgeable assistant that could generate multi-carrier quotes instantly, explain policy details clearly, guide claims processes step-by-step, operate twenty-four hours, and scale during renewal periods without hiring more licensed agents.
The Solution
SecureLife chose Chatref after a three-month pilot showed impressive quote generation and claims support results. The chatbot integrates with carrier systems, generates instant quotes, and tracks claims status. Training involved licensed agents and claims specialists: they uploaded policy documents, coverage guides, claims procedures, and past customer conversations. Within five weeks the bot launched on their website, mobile app, and SMS channel, answering coverage questions, generating quotes, and supporting claims while routing complex underwriting decisions to licensed agents.
Implementation & Key Benefits
Benefit #1: Instant Multi-Carrier Quotes
Chatref generates insurance quotes from multiple carriers in under ninety seconds, comparing coverage and pricing automatically. Quote generation time dropped from ten hours to ninety seconds, and quote conversion rates increased fifty-one percent as customers got immediate answers. Policy sales rose thirty-six percent as the friction-free experience captured customers who previously abandoned the process.
Benefit #2: Simplified Claims Support
The chatbot guides customers through claims filing, tracks status updates, and answers common questions about coverage and deductibles. Claims inquiries handled without agent involvement increased seventy-four percent, and customer satisfaction with claims support reached ninety-two percent. Agents focus on complex claims while the bot handles routine questions and status updates.
Benefit #3: Renewal Retention
Automated renewal reminders with policy review options reduced lapses by forty-three percent. The bot explains coverage changes, answers billing questions, and facilitates easy updates. Customer retention improved substantially, and the lifetime value of policyholders increased as fewer policies lapsed due to confusion or communication gaps.
Results & ROI
Policy sales increased thirty-six percent thanks to instant quotes and better customer experience. Policy lapses dropped forty-three percent through proactive renewal support. Automating inquiries saves sixty-eight thousand dollars monthly, paying for Chatref in six weeks. Customer satisfaction rose to eighty-eight percent from seventy-two percent.
"Chatref revolutionized how we serve customers. Instant quotes and claims support transformed our business. We're selling more policies while delivering exceptional service twenty-four seven."
Jennifer Walsh
COO, SecureLife Insurance
Key Takeaways
SecureLife Insurance shows how insurance brokers can use AI chatbots to accelerate quotes, improve claims support, and boost retention—without hiring more licensed agents. Chatref's insurance expertise makes customer service automation accessible for any brokerage ready to compete with modern digital experiences.