Ellington Mutual Insurance Company has leveraged InvoiceCloud, an EngageSmart solution for online bill payment services, to streamline payment processes and maximize operational efficiencies. Since implementing InvoiceCloud’s payment solution, Ellington Mutual has experienced a 7x increase in its AutoPay adoption and discovered new opportunities to increase customer satisfaction.
“InvoiceCloud’s solution not only met our current needs today but gave us the capability to integrate next-generation capabilities as we scale, and to increase customer retention by meeting the needs of modern-day policyholders”
A leader in providing top-quality insurance in its field since 1878, Ellington Mutual provides property and casualty insurance throughout Wisconsin. Wanting to keep up with changing customer expectations and to future-proof its policyholder experience, the team needed a solution that would modernize their payment processing and remove friction from the payment experience. Ellington Mutual chose to employ InvoiceCloud for the range of tools it offers insurance policyholders. These include AutoPay, scheduled payments, and customizable payment reminders.
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Since implementing InvoiceCloud in December 2021, Ellington Mutual has doubled its payment options to allow customers to pay bills via digital wallet, text, phone, or PayPal, in addition to traditional bill payment routes. Ellington Mutual has also seen a 63% increase in paperless enrollment and a significant decrease in print and mail costs for statements, all within the first six months of working with InvoiceCloud. As paperless enrollment and AutoPay enrollment have increased, payments made via standard mail have decreased, which also saves on payment processing time.
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According to a 2016 report from McKinsey, insurance carriers that provide best-in-class customer experiences generate two to four times more growth in new business and about 30% higher profitability than carriers with an inconsistent customer focus.
“InvoiceCloud’s solution not only met our current needs today but gave us the capability to integrate next-generation capabilities as we scale, and to increase customer retention by meeting the needs of modern-day policyholders,” said Ellington Mutual CEO and President Howard Schwartz. “Plus, their support team included industry specialists, leading to the smoothest implementation I’ve ever been involved with.”
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