with Hiscox

Hiscox partnered with Sutherland to run a two-front, AI-powered channel optimization strategy. First, it repositioned the direct consumer channel as a real-time customer feedback engine to continuously improve the customer experience by providing structured customer insight that feeds product innovation. 

It also optimized the end-to-end workflow for brokers, delivering evolved submission handling, underwriter data processing, spreadsheet-driven rating logic, and post-quote administration. The solution converted conversations into continuous customer intelligence and digitized submission-to-bind workflows, yielding improved quote-to-bind, retention, and customer satisfaction.’