Case Study: Esurance achieves 92% fewer support calls and $225K/month savings with Heap

Esurance saves $225K a month using Heap

Esurance, one of the first online insurance companies serving customers in 43 states, aims to make buying and managing insurance fast, transparent, and painless across web and mobile. Their challenge was a fragmented, multi-route user experience that caused customers to drop off during common tasks (adding vehicles, changing coverage) and drove large volumes of support calls—most notably a password-reset loop that generated roughly 33,000 help calls a month.

Using Heap’s Path Analysis and Autocapture, Esurance quickly identified friction points and deployed targeted fixes: removing the password-reset loop and correcting form behaviors in the quote flow. The result was immediate — password-reset calls fell to about 2,500/month, saving roughly $225K monthly, and simple typing errors in the quote flow dropped 80% to 1.6%, improving conversion and earning company-wide recognition for the team’s rapid, data-driven improvements.

Esurance

Sierra Hines

Customer Insights Analyst