Case Study: a leading U.S. home improvement retailer eliminates backlog and cuts service times with Assurant

Transforming Service Delivery for a National Home Improvement Retailer

A leading U.S. home improvement company was facing significant challenges with its appliance protection program, including a backlog of nearly 5,000 cases, high buyout rates, and inefficient service delivery. Their heavy reliance on a service provider that also supported a major competitor further undermined their brand trust. They partnered with Assurant to modernize their service infrastructure and improve key performance indicators.

Assurant rebuilt the service delivery model by leveraging its nationwide provider network and integrated technology platform to reduce reliance on competitor-affiliated providers and streamline dispatch operations. The results were transformative: Assurant eliminated the entire case backlog, reduced the average time to a repair appointment from 5 days to 2, and cut the buyout rate significantly, resulting in millions of dollars in annual cost savings for the retailer.