Case Study: Heritage Life Insurance Company achieves superior customer service with Creatio

Heritage Life Insurance Company Empowers Teams to Deliver Superior Customer Service with the No-Code Platform

Heritage Life Insurance Company, a prominent life insurance and reinsurance provider, faced growing operational complexity after acquiring two blocks of business in 2020. With multiple documentation and workflow systems to manage, Heritage Life needed a faster, more scalable way to consolidate historical policy information, support claims and policy changes, and maintain compliance while improving customer service. It turned to Creatio and its no-code platform to help streamline operations.

Creatio implemented a unified platform that gave Heritage Life’s service teams a holistic view of each customer’s policy history, improving case tracking, workflow management, and response times. As a result, Heritage Life reduced follow-up calls and repeated inquiries, improved customer satisfaction and employee experience, and lowered claims processing times and related costs. With Creatio, the company also reported better service quality, stronger retention, and fewer manual, redundant processes.

Heritage Life Insurance Company

Michelle Casaus

AVP of Operations