Case Study: Cover achieves faster, personalized insurance service and leaner operations with Twilio Flex

Redefining Insurance for a Modern Age and Customer with Cover and Twilio

Cover is a U.S. insurance brokerage founded four years ago that uses mobile technology, automation, and expert advisors to match customers with auto, home, and renters policies from 30+ providers. Prospective customers answer a few questions, get algorithmic matches, and then fine‑tune coverage with sales advisors via text or phone. To deliver an omnichannel, relationship‑centred experience while running a lean operation, Cover needed a highly customizable contact‑center solution rather than an out‑of‑the‑box system.

Cover built a custom contact center using Twilio Flex (integrated with Salesforce CTI) and Twilio Messaging Copilot, driving most communications via SMS through a tailored UX. With 60 agents on Flex, real‑time metrics, custom routing rules, and Messaging Copilot managing message delivery at scale, Cover can keep customers paired with the same agent, deploy updates instantly, and serve more customers faster—resulting in streamlined operations, better continuity, and a stronger, more competitive customer experience.

Cover

Ben Aneesh

Co-Founder