Case Study: Major US Insurance Company achieves faster, automated omnichannel CX testing with Cyara

How Cyara’s Automated Testing Helped a Major Insurer Enhance Its Customer Service Through Twilio

This major US property-and-casualty insurer, serving millions of personal and business customers, embarked on a two-year migration to Twilio to deliver omnichannel service. Their existing CX assurance was manual and slow—monthly regression testing required five testers over seven days and lacked in-production monitoring—leaving the company reactive to defects and ill-prepared for a broader platform transition.

The insurer implemented Cyara Velocity and Cyara Pulse to automate testing and add live monitoring. Within a few quarters they automated 88% of personal-lines tests, cut regression from five people/7 days to 35 hours (3.5 days), and achieved up to 98% automation on business lines (100% for new IVR apps; 95–98% feature coverage). Continuous testing and dashboards enabled earlier defect detection, faster releases, and a more reliable omnichannel CX on Twilio.