Boosting Operational Efficiency by 25% for an Insurance Provider with Make.com Automation

About The Company

The client is a mid-sized insurance provider based in the United States, serving both individual and corporate clients with a portfolio that includes health, life, auto, and business insurance. With a team of 100+ employees, the company processes hundreds of client interactions, policy updates, claims submissions, and partner communications every week.

Summary:

The client, a U.S.-based provider, faced operational inefficiencies due to manual processes in lead handling, document management, and claims tracking.. The automation streamlined lead capture, document signing, claims updates, and renewal reminders. As a result, lead response time dropped by 75%, document turnaround improved by 80%, and team productivity increased by 25%. This transformation enabled The client to improve customer experience, ensure compliance, and scale efficiently.

Customer Challenges

While The client has grown steadily over the years, its back-end processes were becoming increasingly inefficient. The client faced multiple operational roadblocks across sales, claims, and support processes:

• Lead Leakage and Delays: Inquiries from web forms and Facebook Ads were not being captured into the CRM in real-time, causing sales delays and missed follow-ups.
• Manual Document Handling: Policy documents had to be manually sent to clients for signatures using DocuSign, and once completed, they were manually uploaded to Google Drive.
• Redundant Data Entry: Agents were manually updating policy details across multiple systems – a time-consuming and error-prone task.
• Slow Claims Updates: Claims teams were unable to provide real-time updates to customers because the internal claims tracker wasn’t connected to the email system or CRM.
• Compliance and Audit Risks: Delays in document syncing and storage often led to compliance gaps, risking audits and penalties.

Solutions

To address these issues, we designed and implemented a fully automated ecosystem using Make.com as the central integration and workflow automation platform.

Here’s how we transformed their operations:

Lead Capture and Routing Automation

We created Make scenarios to auto-capture leads from the company’s website forms, Facebook Ads, and Google Ads. These leads were instantly sent to HubSpot CRM and assigned to agents based on predefined rules like ZIP code and insurance type.

DocuSign Workflow Integration

We integrated DocuSign with Google Drive and the internal policy system. Now, when a policy is generated in HubSpot:

• A pre-filled DocuSign document is sent to the client.
• Upon signing, the document is auto-saved in Google Drive in the appropriate client folder.
• The policy status in HubSpot is updated to “Signed” automatically.

Claims Tracking Automation

We automated claim status updates by connecting the internal claims system with email and CRM. Now, when an adjuster updates a claim:

• The client receives an email notification.
• The CRM record is updated with the claim status.
• A timestamped note is created for audit purposes.

Policy Renewal Notifications

Make scenarios were used to schedule automated emails and SMS reminders for upcoming renewals. The system checks policy expiry dates in Google Sheets daily and sends personalized reminders to clients and agents.

Slack and Email Alerts

We built real-time Slack alerts for managers if a lead is not contacted within 6 hours or if claim updates are delayed by more than 24 hours. This increased accountability and reduced service gaps.

Error Logging and Reporting

Every automation scenario includes robust error-handling mechanisms. If an integration fails (e.g., due to missing data), an email alert is sent, and the issue is logged in an error-reporting dashboard in Google Sheets.

Results

The implementation of Make.com significantly improved The client’s daily operations. Within 60 days of going live:

• Response time to leads dropped by 75%, improving conversion rates by over 30%.
• Document turnaround time was reduced from 3 days to under 12 hours, increasing client satisfaction.
• Claim status visibility improved, reducing client inquiries by 40%.
• Team productivity increased by 25%, as repetitive manual tasks were eliminated.
• Compliance audits became smoother, with automatic document storage and logs of all customer interactions.

The Make.com automations have not only streamlined processes but also created a culture of agility and proactivity within The client’s teams.

Technology and Tools Used

make.com , HubSpot, Meta, Slack, DocuSign

Final Words

This successful automation journey at The client showcases how powerful Make.com can be when strategically applied to high-volume, process-driven industries like insurance.

If your business is facing similar workflow inefficiencies or struggling with manual data handling, our team at CloudCache Consulting can help you build a smart automation infrastructure using Make.com or your preferred platform. You can get in touch with us in Upwork as well.