Case Study: Insurance Partners boosts customer retention and modernizes client experience with Vertafore's InsurLink

Insurance Partners - Customer Case Study

Insurance Partners is a rapidly growing independent insurance agency founded in Akron, Ohio in 1910 with 18 locations across Ohio and Florida offering personal, commercial, and benefits coverage. After a string of acquisitions left the agency stretched and at risk of losing its small‑agency culture, leadership sought a customer‑centric way to modernize service, streamline operations, and maintain strong client relationships — prompting a partnership with Vertafore and adoption of InsurLink.

InsurLink provided a self‑service portal and integrated digital payments (via ePayPolicy), letting customers retrieve certificates, pay securely online, and complete routine tasks from their phones. The results: between 145 and 250 customers log in monthly, improved customer retention, reduced costs and security risks from handling physical checks, and freed staff to focus on higher‑value client work — strengthening engagement and supporting growth goals.