Case Study: Neptune Flood cuts support costs and speeds resolution with Ada

Neptune Flood customers self-serve day-to-day, including during natural disasters

Neptune Flood, the largest private flood insurance company in the U.S., needed a scalable way to support a fast-growing customer base and insurance agents without increasing costs. The company’s internal Customer Success team was handling heavy inbound volume across email and phone, and it partnered with Ada to automate common inquiries like policy payments, endorsements, document requests, FAQs, and claims-related questions.

With Ada’s AI customer service platform, open API integrations, and workflow automation, Neptune Flood enabled customers to self-serve 24/7 and streamline even complex requests. The results were significant: a 78% decrease in cost per ticket, a 92% decrease in ticket resolution time, more than $100K in first-year savings, and 30–35% of Hurricane Ian claims submitted through the bot.

Neptune Flood

Jean-Luc Eckstein

Chief Customer Officer