Case Study: Marshall & Sterling Insurance processes 7,000+ hurricane claims and grows without adding staff with Vertafore’s WorkSmart

Marshall & Sterling Insurance - Customer Case Study

Marshall & Sterling Insurance, Inc., founded in 1864, is one of the largest employee-owned independent insurance agencies in the U.S., serving clients across the mainland and the U.S. Virgin Islands with personal, commercial, group benefits and public entity lines. When Hurricanes Irma and Maria struck the Virgin Islands in 2017, the agency faced a sudden, massive surge in claims while its own offices and staff were affected, creating communication breakdowns, bottlenecks, and the risk of overwhelmed employees and dissatisfied customers.

By implementing Vertafore’s WorkSmart, Marshall & Sterling centralized documents and customer communications, routed work to the right people, and gained real-time visibility into workflows to identify and clear bottlenecks. The agency processed more than 7,000 hurricane claims, redistributed tasks across teams, integrated WorkSmart with existing systems, and increased output without adding headcount—boosting productivity and customer service during a critical time.

Marshall & Sterling Insurance

Jim Dahoney

SVP, CIO