Case Study: West Bend achieves up to 10x faster agent quoting and modern real-time self-service for policyholders with Liferay

Enhancing Agent and Customer Digital Experiences

West Bend Mutual Insurance Company (WBMI), a top-75 U.S. property and casualty insurer, needed to modernize a legacy digital experience that failed to meet customer and agent expectations. The old system lacked real-time policy information and featured a slow, unintuitive quoting workflow that discouraged agents from quoting new business and drove support calls.

WBMI implemented Liferay DXP with partner XTIVIA, using modern React architecture to deliver a mobile-responsive self-service portal and a streamlined agent quoting application. The new solution provides real-time policy and billing information, easy access to ID cards and claims, and a simplified quoting flow that reduced quote time from about an hour to roughly 5–10 minutes (up to 10x faster), tripled online quoting adoption to over 65% within five months, and cut support costs by shifting customers to online self-service.

West Bend

Ken Hunt

IT Director Digital Experience, Infrastructure, Technology