Case Study: Great American Insurance Group achieves streamlined annuity servicing and 7-minute withdrawals with Pegasystems Pega Customer Service

Great American Insurance Group - Customer Case Study

Great American Annuity Group, serving more than 500,000 policyholders, needed to simplify complex annuity servicing to deliver on its “making simple happen” promise. The company sought a unified CSR desktop that combined proven AI with intelligent process automation to replace fragmented legacy tools and improve representative efficiency.

By implementing Pega Customer Service, Great American launched a single CSR desktop in 14 weeks and consolidated 15 systems into one. The solution reduced withdrawal processing from days to seven minutes, cut address-change handling time by 50%, and enabled faster, real-time, error‑free customer interactions.

Great American Insurance Group

Chad Stewart

CIO