Case Study: Leading Insurer Payments Transformation Service Provider achieves faster, more reliable payments and higher customer satisfaction with ACI Worldwide

How a Leading Insurer Transformed Its Payments and Increased Customer Satisfaction

Leading Insurer Payments Transformation Service Provider faced persistent reliability problems and limited payment options from its long‑term provider while expanding its footprint and improving policyholder satisfaction. To modernize its payments platform and speed the rollout of new payment methods, the insurer selected ACI Worldwide and its ACI Speedpay solution as a partner that prioritized infrastructure investment and product roadmap support.

ACI Worldwide implemented ACI Speedpay, using APIs and a rapid proof of concept to add streamlined, saveable payment flows, synced customer logins, and expanded payment methods, supported by a targeted marketing push. The results were measurable: a significant Net Promoter Score increase in six months, 75% of policyholders reporting they “liked” or “loved” the new experience, an estimated 90% reduction in staff time spent troubleshooting billing issues, and a 75% reduction in transaction time (with some payments completed in about 15 seconds).