Case Study: Ohio Mutual Insurance Group achieves higher billing satisfaction and Net Promoter Score with ACI Worldwide

Ohio Mutual Insurance Raises Billing Satisfaction

Ohio Mutual Insurance Group, a property and casualty insurer, faced low billing satisfaction and a limited set of payment options that hurt its Net Promoter Score and required a cultural shift from an underwriting focus to customer experience. To address this, Ohio Mutual partnered with ACI Worldwide, deploying ACI’s payment solutions including ACI Speedpay components and Integrated Treasury Management to modernize billing and payment capabilities.

ACI Worldwide helped Ohio Mutual move from a policy-based to an account-based system, adding recurring credit/debit and ACH payments, mobile/web/IVR/call center support, tokenization APIs to reduce PCI scope, and integrated treasury management to streamline reconciliation. The changes drove measurable gains: billing satisfaction rose during implementation, Net Promoter Score increased by several points, agents rated the new platform 8.8/10, and staff time on reconciliation was reduced.

Ohio Mutual Insurance Group

Chuck Easum

Controller