Case Study: MLC Life Insurance achieves major cost savings and higher customer engagement with Sitecore

MLC Life Insurance - Customer Case Study

MLC Life Insurance set out to become Australia’s #1 life insurer by transforming into a digital insurer, but it needed to improve customer and employee experiences, consolidate 15 digital ecosystems, and reduce the cost and complexity of service delivery. Working with Sitecore, MLC aimed to build a public website plus two secure portals with more self-service through Sitecore Experience Platform and Sitecore Experience Manager.

Sitecore implemented a customer-centered digital platform using Sitecore XM, Sitecore XP 9.0, xDB, JSS, and integrations with React and Mulesoft. The new site quickly reached 95% penetration among existing users and an average of 9 minutes on site, while delivering AUS$10M in annual savings from a 40% reduction in call center traffic and another AUS$1M from digitized underwriting. It also processed over 7,000 quotes in the first three weeks, cut quote time from 45 minutes to 9 minutes, and achieved 99.5% engagement from tier one advisors.

MLC Life Insurance