Case Study: Mutual of Enumclaw Insurance achieves deeper customer engagement and long-term loyalty with Loyalty360

Mutual of Enumclaw Insurance - Customer Case Study

Mutual of Enumclaw Insurance, a nearly 120-year-old regional insurer working with local independent agents, faced a modern engagement problem: customers rarely interact with their policies (less than 10% make claims), so the company needed to re‑engineer communications to increase relevance and frequency across the customer lifecycle. Loyalty360 highlighted Mutual of Enumclaw’s adoption of personalized smart video (personalized and real‑time video experiences) as the tactic to deliver one‑to‑one, lifecycle‑appropriate messaging for onboarding, policy reinforcement, and renewals.

Loyalty360 describes a solution built on dynamic, modular videos that assemble in real time from customer data, delivering overt and subtle personalization, interactive calls to action, and scene‑level tailoring at onboarding and renewal touchpoints. The campaign drove strong results: 87% of invited viewers watched, 72.5% completed videos, 19.5% took an action in‑video, online account creation rose 8%, logins rose 5.4%, 88% found the videos helpful, 65% learned something new, viewers’ NPS rose 10 points, and 96% of video viewers renewed their policies versus 95% of non‑viewers.

Mutual of Enumclaw Insurance