Case Study: Ohio Mutual Insurance Group achieves faster, broader customer feedback and a unified CX culture with InMoment

Ohio Mutual Insurance Group Implements Experience Program to Differentiate Their Business

Ohio Mutual Insurance Group, a Bucyrus, OH–based property & casualty carrier writing about $220M in premiums through 400 independent agents across seven states, needed a better way to differentiate in a competitive market. Leadership wanted a formal Voice of the Customer program because paper-based surveys delivered low response rates (5–18%), slow turnaround, and siloed, incomplete feedback.

They formed a cross‑departmental CX Champion Team and implemented InMoment’s email-based VoC platform with text analytics and case management. The change increased response rates to 25%, expanded coverage from a sample of 38 agencies to nearly 400, cut reporting time from weeks to days, automated hundreds of claim surveys weekly, enabled two-day follow-up on negative feedback, and spurred targeted improvements in quoting, communications, billing flexibility and overall CX culture.

Ohio Mutual Insurance Group

Mark C. Russell

President and CEO