Case Study: Downeast Insurance achieves lasting efficiency and faster policy issuance with DocuSign

Downeast Insurance Achieves Lasting Efficiency Gains in Its New Normal with DocuSign and Applied Epic

Downeast Insurance is a people-first independent agency founded in 2002 to serve Downeast Credit Union members across eight branch locations in Maine. When the COVID-19 pandemic made in-person meetings impossible, the agency faced a major challenge: how to issue policies and capture signatures without customers coming into the office—previously a process that involved paper, postage and even agents driving to customers’ homes.

Having implemented DocuSign in 2015 and adding a fast integration with Applied Epic in 2019, Downeast moved to fully digital workflows that sent applications and disclosures directly from their AMS, capturing roughly 150 e-signatures per month. The change cut document processing time, freed agents to focus on sales, enabled some of the agency’s highest-producing months in 2020, prompted a permanent process restructure for greater efficiency, and set the team up to expand automation (e.g., PowerForms) going forward.

Downeast Insurance

Stacy Johansen

President