Case Study: Alfa Insurance achieves a 43% increase in AutoPay with Paymentus

Driving a 43% Increase in Autopay to Retain Policyholders and Reduce Costs to Serve

Alfa Insurance, a major property and casualty insurer with over one million customers, sought to improve its policyholder experience and boost customer retention by modernizing its outdated billing and payment systems. Their goals were to streamline payments, offer more convenient ways to pay premiums, and increase the adoption of automated features. To achieve this, they partnered with Paymentus to implement its electronic billing and payment solution.

Paymentus provided a comprehensive, omni-channel billing and payment platform that introduced new capabilities including AutoPay, paperless e-billing, text-to-pay, and IVR systems. The solution also involved deploying EMV POS devices at over 330 service locations. As a result, Alfa saw a 43% year-over-year increase in AutoPay adoption and a 22% increase in paperless billing since 2021. This drove higher customer retention and generated significant cost savings, estimated at over $1 million annually by reducing paper-based processing.

Alfa Insurance

Dustin Wilson

Manager of Digital Experience and Retention