Case Study: Global Insurance Company achieves proactive social-media risk detection and crisis management with Lexer

Social Media and Risk Management for a Global Insurance Brand

Global Insurance Company faced high-volume social media risk — receiving tens of thousands of mentions daily — and needed to detect protests, security threats and sensitive customer complaints before they escalated. Lexer provided the solution, deploying Lexer Listen for enhanced risk notifications and deep-dive search and Lexer Engage (including a restricted Saved Dive) to surface critical mentions and control who could view and respond.

Using Lexer, the insurer was alerted to a planned protest (allowing security briefings and a company-wide crisis plan that led to the protest being peacefully managed), intercepted a deleted tweet about a potential bomb threat, and flagged sensitive customer posts so legal, security and social teams could coordinate responses and preserve evidence for investigations. Lexer’s tools delivered faster detection, coordinated company-wide responses and measurable prevention of escalations, ensuring business‑critical information didn’t fall through the cracks.