Case Study: The General achieves higher self-service payments and customer satisfaction with Alvaria CXP

The General offers auto insurance for drivers who have less than perfect credit or driving history

The General, a Nashville-based auto insurer serving drivers with imperfect records or credit, needed to give customers the digital self-service they preferred—especially for routine tasks like bill payments and policy lookups—so it could lower agent-assisted costs and improve satisfaction without disrupting the chosen customer channel.

Using Alvaria CXP, The General launched a streamlined IVR with optional proactive SMS reminders. The IVR now contains over 65% of incoming calls (vs. ~30% typical), handles about 15% of premium payments, and drives roughly 80 daily SMS opt-ins (over 50% of customers overall), resulting in lower labor costs, fewer policy lapses, higher retention and satisfaction, and ongoing plans for voice biometrics and two‑way automated interactions.

The General

Terry Blankenship

AVP