By implementing One Inc's PremiumPay® and ClaimsPay® solutions, Arbella Insurance Group increased digital adoption, expanded customer choice, streamlined operations, and achieved significant annual cost savings while navigating a major enterprise transformation.
Established in 1988 and headquartered in Quincy, Massachusetts, Arbella Insurance Group is a regional property and casualty insurer serving customers throughout New England. Recognized as one of the Boston Business Journal's Best Places to Work for 18 consecutive years, Arbella is committed to delivering exceptional customer experiences through innovation and operational excellence.
Arbella sought to modernize premium and claim payments while simultaneously managing a large-scale policy administration system transformation.
The organization wanted to provide more convenient payment options while reducing reliance on traditional paper-based processes.
Leadership sought a unified approach that could streamline funding, reconciliation, vendor management, and payment administration across the business.
Arbella partnered with One Inc to implement PremiumPay® and ClaimsPay®, delivering:
One platform modernized both premium collection and claim disbursement workflows, simplifying operations through a single vendor relationship.
Digital payment capabilities expanded customer choice while supporting policyholders, vendors, lienholders, and mortgagees throughout the payment journey.
Targeted communication, education, and outreach initiatives helped drive digital adoption among employees, customers, and vendors.
93% of consumers choose a digital payment option when given a claim payment preference choice.
72% of vendor payments are delivered digitally, while 97% of vendors have established a preferred payment method within the One Inc Network.
Achieved significant annual cost savings, reduced payment-related administrative effort, increased customer choice, and streamlined payment operations across the organization.
Arbella continues to build on its payments modernization strategy by collaborating on emerging technologies and evaluating new capabilities that improve customer experience and operational performance. As an early adopter of innovative payment solutions, the organization remains focused on reducing friction, increasing efficiency, and delivering exceptional service for policyholders, vendors, and business partners.
“
Providing customers with convenient options while simplifying operations internally has been incredibly valuable. The platform has helped us create a better experience across multiple parts of the business.
- Karin Martin, Assistant Vice President of Operations, Arbella Insurance Group