Clearcover
Case Study
Resolution Rate
Percentage of customer interactions resolved without escalation
Improvement in Predicted CSAT
Based on internal modeling of interaction analytics
Use Cases Deployed in 90 Days
Results reflect initial deployment performance based on internal analysis and may vary by implementation
"Within 48 hours of going live, our containment and completion rates were already up. I've rarely seen a deployment move that quickly."
Clearcover
Clearcover provides digital-first auto insurance across the United States
Type
Carrier
Lines
Personal Auto Insurance
Geographies Served
United States
Website
Carriers, MGAs, and brokers scale operations with Strada's AI platform.
Background
Clearcover Insurance Company (“Clearcover”) built its business on the promise of fast, frictionless service. As the company scaled, digital self-service became central to how customers managed their policies – cancellations, payments, coverage questions. That made the reliability of those automated workflows a direct measure of the customer experience.
As the business grew, the team started looking for a platform that could support more complex interactions while giving their operations team better visibility into performance.
Challenges
"We needed a platform that could handle complex workflows reliably while also giving us much better visibility into what customers were actually experiencing."
As Clearcover's digital support operation grew, areas for enhancement were identified:
Payment flows were experiencing customer drop-off. The pay-by-link journey had room for improvement – OTP verification only worked via email, which created opportunities to streamline completion rates.
Automation coverage needed to expand. Complex workflows like cancellation eligibility checks needed more robust automation to improve containment and reduce unnecessary escalation to agents.
Operational visibility had room to grow. The team needed centralized analytics and QA tooling to diagnose drop-off, track sentiment, and understand workflow performance more efficiently.
Strada's Solution
Clearcover selected Strada to power the next phase of its customer support automation. The first pilot focused on support chat.
The first use case went live within days of contracting. Within 48 hours, containment and completion rates were already tracking above initial expectations.
Two of the most pressing issues were addressed early. Strada implemented the pay-by-link flow with SMS-based OTP verification, reducing the drop-off caused by delayed email delivery. At the same time, Clearcover gained enhanced visibility into performance – with analytics and QA tooling that made it possible to see where customers were struggling and fix it quickly.
From there, the team expanded quickly. Over the following months, Clearcover deployed seven use cases across core insurance workflows, including routing requests based on licensing requirements, pulling live policy information for authenticated users in accordance with applicable data security and privacy standards, running cancellation eligibility checks, collecting quote information and handing off to licensed agents, and supporting producers through the agent portal, with activities requiring licensure handled by appropriately licensed agents.
The result is a support operation that can handle complex insurance servicing workflows – deeply integrated and designed to support compliance with applicable requirements, and able to scale with Clearcover’s growth without adding operational overhead.
"The visibility we gained with Strada's analytics and QA tools has been a real step change. We can actually see where customers are struggling and go fix it."
Results
Across the first several months of deployment:
74% resolution (percentage of customer interactions resolved without escalation)
+24 pts in predicted CSAT (based on internal modeling of interaction analytics)
7+ use cases deployed across chat and support workflows in 90 days
Results reflect initial deployment performance based on internal analysis and may vary by implementation.
"The metrics moved faster than I expected: containment, CSAT, completion rates. Within weeks we had a clear picture of the improvement across the funnel."
What's Next
Clearcover is now preparing to extend its use of Strada across additional workflows. The team is working toward FNOL capabilities with appropriate compliance and claims-handling controls and expanding their quote intake use cases, while continuing to build out QA systems that provide deeper visibility into customer interactions and agent performance.
