Case Study: MAPFRE achieves faster claims settlement, reduced care costs, and higher retention with SundaySky’s SmartVideo Platform

MAPFRE - Customer Case Study

MAPFRE, a global insurer, needed a faster, more customer-friendly way to manage claim settlements and keep policyholders informed after they filed a claim. The challenge was to reduce friction and support customers through multiple decision points in the claims journey while containing service costs and protecting satisfaction scores.

MAPFRE deployed SundaySky’s SmartVideo Platform to deliver personalized, multi-touch videos by email at three claim milestones—helping policyholders choose an appraisal method, explaining the process and self-service options, and updating payment status. The program improved customer retention, lowered related care costs, enhanced customer experience, and positively impacted J.D. Power ratings.

MAPFRE