Case Study: Tower Insurance boosts customer engagement and claims automation with Ushur

Tower Insurance reaches 80,000 policyholders with Ushur

Tower Insurance, a New Zealand-based property and casualty insurer, sought to transform its legacy customer service approach and become a digital challenger. The company faced the challenge of inconvenient, impersonal customer interactions and wanted to deepen customer relationships by moving to a digital-first model. This led them to partner with Ushur to implement its mobile-based customer engagement and automation platform, including the Invisible App for omnichannel communication.

By implementing Ushur's no-code platform, Tower automated customer interactions via text, email, and SMS. The solution enabled them to proactively contact over 80,000 policyholders during a major storm and automate a $7.2 million COVID-19 refund campaign, completing 160,000 engagements without issues. Ushur's platform saved an estimated 200 customer service hours, dramatically reduced processing times, and resulted in higher customer satisfaction scores while empowering business users to build workflows themselves.

Tower Insurance