Case Study: Tower Insurance achieves deeper customer relationships and faster claims/refunds with Ushur

Tower Insurance and Ushur: Deeper Customer Relationships with Digital Engagement

Tower Insurance, a large general insurer headquartered in Auckland, New Zealand, wanted to shift from impersonal, phone‑heavy interactions to a digital‑first, mobile‑centric approach that deepened customer relationships and made service teams more effective. To do this it chose Ushur and its omnichannel platform — including text, email, the Invisible App and SmartMail — to automate customer engagement and self‑service workflows.

Ushur delivered a no‑code omnichannel solution that Tower rapidly prototyped and deployed (MVP in under a month), enabling proactive outreach that contacted more than 80,000 policyholders during a storm and completed over 160,000 engagements overall. Using Ushur, Tower automated a $7.2M motor refund campaign (prepared in under a week), built and scheduled outreach in under an hour, captured live feedback and CSAT gains, and estimates about 200 customer service hours saved — demonstrating measurable reductions in processing time and stronger customer care.

Tower Insurance

Miles Fordyce

Head of Platforms