Case Study: Amica Mutual Insurance Company enhances bereavement support with Empathy

Amica Mutual Insurance Company reaches 40% activation with Empathy

Amica Mutual Insurance Company, known for its empathetic customer service, faced a challenge in extending support to beneficiaries beyond the initial life insurance claims call. While their team provided compassionate first contact, families were then left to navigate the overwhelming maze of logistical and administrative tasks following a death alone. To address this, Amica partnered with Empathy to integrate its Loss Support service into their claims process.

Empathy implemented a multi-touch system that embedded its bereavement care solution directly into Amica's workflow, offering it at no cost to every beneficiary. This solution achieved a consistently high activation rate of around 40%. The measurable impact included more efficient claim closures and strengthened customer relationships, with beneficiaries reporting that the Empathy service was genuinely helpful during a vulnerable time.

Amica Mutual Insurance Company