Grange Insurance deploys digital tools to enhance claims experience

Posted on April 30, 2021

COLUMBUS, Ohio — The insurance claims process is widely recognized as a key moment of truth in the customer experience journey. With customer expectations changing in the digital age, Grange Insurance has activated next-generation policyholder experiences across the claims journey.

Digital updates include:

  • Two-way texting to enable Grange claims associates to connect with policyholders within multiple modes of communication,
  • Electronic claims payments for faster claims resolution and payment, and
  • Proactive customer texts to keep our policyholders informed of their claim status throughout the claims process.

These enhancements are part of Grange and its affiliate partner Integrity Insurance’s commitment to investing in innovative solutions to deliver superb customer experiences.

"Digital capabilities have never been more crucial to our claims operations, allowing us to unlock value and improve the customer experience from start to finish,” said Grange Insurance EVP, Chief Customer Interactions Officer Linda Roubinek.

"Personal interaction will always remain core to the claims process; however, the use of technology enables improved process efficiencies, increased customer satisfaction and delivers a seamless claims experience. Leveraging the latest innovative tools and partnerships to meet the evolving needs of our policyholders is at the heart of our digital transformation journey at Grange. Our commitment to innovation and digital solutions also ensures that our associates are always available to provide personalized interactions and support for our customers throughout the claims process.”

Two-way texting
Grange has deployed next-generation business technology to serve claims customers through text messaging. Policyholders can text their assigned claims adjuster photos and get real-time answers on their claims questions when they need it most. Powered by Hi Marley, an AI-based conversational service platform built specifically for the insurance industry, this service requires no IT integration or app to get started.

Within months of enabling two-way texting capabilities, Grange saw an increase in its already strong customer satisfaction ratings. Grange policyholders can choose how they want to communicate with their adjuster with phone and email options still available.

Paying claims electronically
Grange's policyholders can receive claims payments faster through a secure electronic payment designed to expedite restitution. The electronic claims payment option is available for customers when they file a home, auto or business claim with Grange. Customers who select this payment option can receive their electronic payment in as little as hours through direct deposit to a checking or savings account, direct deposit to a debit card, or instant prepaid virtual cards.

Additional benefits of this new capability include navigating the payment status quickly through a touchless experience and reducing the risk of theft with mailed checks.

Grange allows customers to have a say in how they want to receive claims payment in the manner they find most convenient.

Claims status notification
Grange now offers automated text alerts allowing policyholders to receive claim status notifications faster than ever before on their mobile device. With future enhancements already in the works, Grange's goal is to make the claims experience more manageable and less stressful, getting policyholders back on their feet as quickly as possible. Policyholders always choose whether to participate and can change their preferences at any time.

Grange has a deep commitment to protecting individuals and businesses with extraordinary care and takes great pride in customer satisfaction, including high regards from J.D. Power and great customer reviews. The company is committed to staying on the forefront of consumer habits, behaviors, and expectations to deliver a personalized and effortless customer experience.

Learn more about the claims process.

About Grange Insurance
Grange Insurance Company, with $3 billion in assets and more than $1.3 billion in annual revenue, is an insurance provider founded in 1935 and based in Columbus, Ohio. Through its network of independent agents, Grange offers auto, home, life and business insurance protection. Life insurance offered by Grange Life Insurance and Kansas City Life Insurance. Grange Insurance Company and its affiliates serve policyholders in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia and Wisconsin. Learn more about Grange Insurance.