State Farm Insurance Case Study

Problem at State Farm Insurance: there is too much mail sent to the clients. Despite the wonderful customer service and reputation that State Farm Insurance has, they are also known for mailing out an abundance of mail to their clients. Agencies receive regular client complaints that the mail sent is excessive and confusing. Unlike many insurance carriers that list all auto’s on the same policy, State Farm creates a policy for every home or vehicle insured creating individual mailers for each policy. For example, a household with five cars will get ten renewal letters in one year at minimum, if there are no changes to the policies. As part of the policy update process by the automated system, all changes made to a policy generate a mailer