Case Study: Mutual Benefit Group enhances claims communication and customer feedback with Splice Software

Mutual Benefit Group improves claims engagement with Splice Software at 13 touchpoints

Mutual Benefit Group (MBG) sought to improve its insurance claims process by enhancing communication with policyholders and keeping them better informed. To address this challenge, the company partnered with Splice Software to leverage its automated text messaging and communication workflow services integrated with their existing claims platform.

Splice Software implemented an automated solution for personalized text messaging and consent management, which was later expanded to include Thrive survey and NPS services. This allowed MBG to send personalized messages at 13 key points in the claims process and gather immediate customer feedback. The results included a more efficient use of employee time, enhanced customer engagement, and the ability to generate granular insights from real-time reporting. MBG, which already had a 97.5% positive rating from policyholders, used these insights to immediately follow up on feedback and continuously improve the customer experience.

Mutual Benefit Group