Case Study: Farmers Insurance achieves 75% reduction in loss-reporting time with Salesforce

Farmers Insurance® puts the latest technology into its agents’ and customers’ hands

Farmers Insurance, a long-established U.S. insurer, faced a slow, paper-heavy claims process that no longer met customers’ expectations as interactions shifted to mobile and digital channels. Reporting a first notice of loss could take about 12 minutes and often required an adjuster visit, creating friction for customers and inefficiency for agents.

Using Salesforce’s Customer Success Platform (Service, Marketing, and Community Clouds and the Salesforce Platform), Farmers built the EFNOL (Enterprise First Notice of Loss) experience in its mobile app and online. Customers or agents can report losses, upload photos, and get adjuster assignment, repairs, and rentals quickly—cutting loss-reporting time by 75% (to as little as three minutes), supporting millions in a large self-service community, and freeing agents to focus on higher-value customer relationships.

Farmers Insurance

Ron Guerrier

Chief Information Officer