Insurance House Modernizes Payments to Improve Retention and Agent Success with PremiumPay®

About Insurance House

Founded in 1964, Insurance House is a managing general agency and wholesale insurance broker specializing in personal lines insurance. Focused on serving independent retail agents, the company develops innovative insurance products and services that help agents better serve policyholders while driving business growth and long-term customer retention.

The Challenges

Before partnering with One Inc, Insurance House experienced several payment challenges, including:

Limited Payment Flexibility

Insurance House's previous payment solution lacked key capabilities, including flexible recurring payments and modern digital options needed to support customer retention.

Disconnected Customer Experience

The organization needed a more integrated payments strategy aligned with its modernization initiative and broader digital transformation goals.

Need for Stronger Customer Engagement

Reducing missed payments and policy lapses required more effective, automated communication throughout the billing and payment lifecycle.

The Solutions

Insurance House partnered with One Inc to implement PremiumPay®, delivering:

A Fully Integrated Digital Payments Platform

PremiumPay® was embedded directly within Insurance House's billing ecosystem, creating a seamless payment experience across channels.

Enhanced Digital Engagement and Communication

Automated payment reminders, past-due notices, and cancellation warnings now reach policyholders through preferred communication channels.

Expanded Payment Choice and Self-Service

Insurance House introduced recurring payments, mobile wallets, IVR, and digital self-service options to improve convenience and retention.

Impact and Results

Annual Operational Cost Savings

At least $200,000 in annual savings through automation, digital payment adoption, and improved operational efficiency.

Strong Mobile Wallet Adoption

6% of all credit card premium payments are now processed through Apple Pay, reflecting growing demand for digital payment options.

Improved Customer Retention and Agent Efficiency

Automated communications and flexible payment options help reduce missed payments while lowering administrative workloads for agents and staff.

Looking Ahead

Insurance House continues to build on its digital payments strategy by expanding customer engagement, increasing payment flexibility, and optimizing operational efficiency. With a fully integrated platform supporting policyholders, agents, and internal teams, the organization is well positioned to strengthen retention and deliver a modern, connected insurance experience.

WHAT OUR CUSTOMERS SAY

“

The ability to digitally engage with our policyholders is a game changer because we can now send text, email, and phone messages about billing due, past due premiums, and pending cancellations. These capabilities have been extremely beneficial in helping us improve customer retention.

– Diane Boyer, Vice President of Operations, Insurance House

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