Case Study: The Hanover Insurance Group achieves scalable automation and productivity gains with Microsoft Power Apps

The Hanover Insurance Group’s automation CoE ensures successful solutions can scale

The Hanover Insurance Group, a large U.S. property, casualty, and specialty insurer, faced time‑intensive, paper‑heavy processes and a legacy system upgrade that threatened critical commission functionality. To scale reliable automation and accelerate digital transformation, The Hanover’s Enterprise Automation Practice CoE partnered with Microsoft Power Apps and the broader Microsoft Power Platform (including Power Automate, Power Virtual Agents, Power BI, plus Azure and Teams) to modernize workflows and reduce manual effort across underwriting, claims, finance, and sales.

Using Microsoft Power Apps as a core component alongside Power Automate and Power Virtual Agents, the CoE built human‑in‑the‑loop automations: a Power Apps commission review app with unattended RPA overnight processing, a Power Virtual Agents chatbot that locates the right underwriter in seconds (querying 25,000–30,000 data lines), and end‑to‑end orchestration and analytics with Power BI and Azure. Microsoft Power Apps–enabled solutions were deployed in weeks, preserved business continuity during upgrades, boosted productivity, sped decision‑making and sales cycles, centralized data for better insights, and reduced costs while enabling rapid, scalable rollout across the business.

The Hanover Insurance Group

Prashant Hinge

Vice President, Automation and Employee Experience