Case Study: Kin Insurance achieves 2x customers served and 50%+ response rate with Marchex Sonar SMS

Kin Insurance builds mobile claims department with Marchex® Sonar

Kin Insurance, an independent homeowner insurance agency operating in Florida, faced a critical communications challenge after Hurricane Irma in 2017 when widespread power and internet outages made email ineffective for reaching customers. To rapidly contact and assist policyholders, Kin turned to Marchex and its Sonar SMS messaging platform to establish a mobile-first way to handle outreach and claims.

Using Marchex Sonar’s API and Slack integration, Kin built a claims workflow on SMS that sent mass texts, routed replies into its CRM and claims systems, and allowed customers to submit photos and two-way messages preserved for records. The approach delivered measurable impact: over a 50% response rate (half responded within 30 minutes), served twice as many customers, improved claims processing efficiency, and enabled a much smaller team to handle hundreds of conversations in real time.

Kin Insurance

Grafton Robinson

Head of Marketing