Increasing customer satisfaction and improving efficiency of operations are important for anyone seeking to serve a niche market of discerning K-12 public school educators.

Executive Summary

Horace Mann Educators Corporation, a niche insurer serving educational professionals in elementary and secondary schools, has implemented data analytics to shave time off its auto claims adjustment cycle, significantly increasing customer satisfaction. The company is now looking to adapt what it has learned in auto to homeowners claims.

Thus, Horace Mann Educators Corporation has implemented data analytics to shave time off its auto claims adjustment cycle, which has significantly increased customer satisfaction. It also shaves points off of its loss adjustment expense (LAE) ratio.

In the process, said Allan Robinson, senior vice president of claims, the company has seen improvement in the metrics it established to determine if policyholders will emerge from the claims experience as “promoters,” “detractors” or neutral observers of the company.

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