Case Study: American International Group (AIG) achieves higher customer satisfaction and reduced claims costs with ServicePower

American International Group (AIG) - Customer Case Study

American International Group (AIG), a global insurer managing billions in premiums and daily claims, needed greater visibility and control over its claims workforce to improve service for end customers. Confronted with seasonal call spikes and a complex third‑party contractor network, AIG launched a customer‑centric transformation and partnered with ServicePower to address workforce and process gaps.

Using ServicePower’s field service platform alongside process redesigns—dashboards, Open Call Management enhancements, proactive customer contact and technician empowerment—AIG optimized dispatching and contractor selection, reduced rework and time‑to‑site, and improved first‑time‑fix rates. The initiative delivered higher Net Promoter Scores and customer satisfaction, lower cost‑per‑claim, parts and labor savings, better peak‑period handling, and increased renewals and sales.

American International Group (AIG)