Case Study: State Compensation Insurance Fund achieves 2x online policy conversions and nearly eliminates abandonments with Glia Digital Customer Service

State Fund Streamlines Workers’ Comp Application Process

State Compensation Insurance Fund, California’s not-for-profit workers’ compensation insurer with roughly 112,000 policyholders, faced a cumbersome digital application—88 questions, multi-day quote/bind cycles, high abandonment and underwriters “walking customers blindly” through the process. After a demo, State Fund selected Glia’s Digital Customer Service platform (Chat, CoBrowsing, Live Observation and OnScreen Voice) to reduce friction and improve customer and employee experience.

Glia enabled on-screen collaboration so representatives and underwriters could visually guide customers through applications, cutting communications, reducing errors and speeding decisions. The result: online policy conversions doubled versus phone-only, CSAT for Glia interactions averaged 4.8/5 (CoBrowsing-assisted calls rated 5/5), abandonment fell to about 2%, and quote times moved from days to minutes, increasing completed applications and sales.

State Compensation Insurance Fund