Case Study: Leading P&C Insurer achieves 18% reduction in service contacts and faster claims resolution with Glia

Leading P&C Insurer Drives Measured Contact Center Efficiency with Glia

Leading P&C Insurer, a top U.S. property & casualty provider, needed to replace its legacy online chat to optimize contact center servicing. After evaluating options, the insurer selected Glia’s fully integrated omnichannel engagement platform—featuring CoBrowsing, live observation, audio, and video—which Glia quickly onboarded for contact center agents and extended with business logic to surface high‑value visitors at risk of abandonment.

Glia’s solution reduced total contacts per claim by 18% (from 3.2 to 2.8), cut average claim processing time from 18 to 13.9 minutes (about a 4‑minute improvement), and delivered an estimated millions in staffing cost savings and an 18% ROI. Customer satisfaction for claims handled through Glia rose to 4.7/5 (vs. a 3.2 industry average).