Case Study: UK’s Leading Insurance Providing Company achieves faster, more efficient claims handling with Textlocal IMIchat

How the UK’s leading insurance provider delivers real-time information to customers

UK’s Leading Insurance Providing Company was struggling with an inefficient contact centre: agents spent large amounts of time on low-value outbound calls and voicemails to update customers about home emergency and claims activity. To modernise communications the insurer worked with Textlocal, deploying the IMIchat two-way SMS chat solution to provide real-time, conversational updates to customers and reduce reliance on voice calls.

Textlocal’s IMIchat gives agents a single dashboard for multi-threaded SMS conversations, templates, queues and reporting, enabling proactive updates and quick replies. As a result the insurer now handles hundreds of claims per day and serves nearly half of all claims via text, while the wider business manages over 1.2 million messages a month — boosting agent productivity, cutting voice handling, and improving customer satisfaction.