Case Study: MiWay strengthens claims sentiment and customer response with DataEQ

MiWay lifts claims Net Sentiment to 6.8% with DataEQ

MiWay, a South African insurer, faced the challenge of managing its public reputation during the high-stakes claims process, where negative customer sentiment was the industry norm. With a significant volume of online conversation, they needed to isolate and prioritize critical interactions. They partnered with DataEQ to gain real-time insight into customer conversations using the Analyse product and to improve response workflows with Engage.

By using DataEQ's Analyse for insights and Engage for responsive customer care, MiWay was able to pinpoint key friction points and route high-impact cases efficiently. This solution led to a measurable improvement, with their claims process Net Sentiment rising from -1.6% to 6.8% and response times improving by 1.7 hours, effectively turning the claims experience into a reputational asset.

Miway