Customer story · SecureLife Insurance
SecureLife Insurance grows policy sales 36% and automates 74% of inquiries with Chatref
An independent Hartford broker serving 65,000 policyholders automated quote generation, claims guidance, and renewal support with Chatref – saving $68k every month.
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SecureLife Insurance, an independent broker serving 65,000 policyholders with life, health, auto, and home coverage, used Chatref to generate multi-carrier quotes in under 90 seconds, guide customers through claims filing, and automate renewal reminders. Within 90 days, policy sales rose 36%, 74% of inquiries were fully automated, customer satisfaction climbed from 72% to 88%, and the brokerage saved $68,000 monthly in staffing costs. Chatref paid for itself in 6 weeks.
Insurance / Brokerage · 190 employees · Hartford, CT
At a glance
SecureLife Insurance in a nutshell.
36%
More policy sales
74%
Queries automated
88%
CSAT score
$68k
Monthly savings
- SecureLife brokers life, health, auto, and home insurance for 65,000 policyholders across 12 carriers.
- Chatref generates multi-carrier quotes in under 90 seconds, down from the 10-hour agent turnaround.
- 74% of quote, coverage, and claims questions are fully automated across website, mobile, and SMS.
- Policy lapses dropped 43% after Chatref started sending proactive renewal reminders and explanations.
- The brokerage saves $68,000 monthly in staffing costs and hit full ROI in 6 weeks.
The story
How it played out.
About SecureLife Insurance
SecureLife Insurance is an independent brokerage that places life, health, auto, and home policies across 12 carriers on behalf of 65,000 policyholders. The 190-person team operates from Hartford, Connecticut, and serves customers across the Northeast through a mix of licensed agents, claims specialists, and digital channels.
- Industry Insurance / Brokerage
- Size 190 employees, 28 licensed agents
- Location Hartford, Connecticut
- Using Chatref since February 2026
The challenge
Prospective customers wanted instant quotes, but SecureLife's 28 licensed agents had to hand-compare options across 12 carriers. During renewal seasons and storm events, response times stretched past 10 hours and weekend inquiries went unanswered until Monday morning.
Claims questions overwhelmed the team during accident and storm periods. Customers could not quickly understand coverage changes at renewal, leading to policy lapses, and competitors with instant online quoting were winning shoppers who expected answers in minutes, not hours.
COO Jennifer Walsh needed a knowledgeable assistant that could generate multi-carrier quotes instantly, walk customers through claims step by step, send clear renewal explanations, operate 24/7, and scale during renewal periods without hiring more licensed staff.
The solution with Chatref
SecureLife evaluated three insurance platforms and selected Chatref after a 3-month pilot handled 1,240 quote requests and 860 claims inquiries with 94% accuracy. The team uploaded policy documents, coverage guides, claims procedures, and thousands of past customer conversations so the chatbot answers only from SecureLife's own content.
- Instant multi-carrier quotes Pulls live rates from 12 carriers and returns a side-by-side quote in under 90 seconds.
- Claims guidance Walks customers through filing a claim, tracks status, and answers deductible and coverage questions in plain English.
- Renewal explanations Automated reminders explain coverage changes and facilitate one-click policy updates before the lapse date.
- Omnichannel deployment Live on the website, mobile app, and SMS channel so customers get help wherever they start.
- Smart handoff Complex underwriting and high-value accounts route to licensed agents with full conversation context.
Results after 90 days
Chatref now handles 74% of customer inquiries with zero agent involvement across the website, mobile app, and SMS. Quote generation time dropped from 10 hours to 90 seconds, quote conversion rose 51%, and overall policy sales climbed 36% as shoppers stopped abandoning the process.
Claims satisfaction reached 92% because customers get instant status updates and clear deductible explanations, while agents focus on complex investigations. Automated renewal reminders cut policy lapses 43%, protecting renewals that used to slip away during busy seasons.
Overall CSAT rose from 72% to 88%. Automating routine inquiries saves $68,000 monthly in staffing costs, paying for Chatref in 6 weeks.
What the team says
Chatref revolutionized how we serve customers. Instant quotes and claims support transformed our business. We are selling more policies while delivering exceptional service 24/7 – and our licensed agents finally get to focus on the complex conversations that actually need their expertise.
Explore
More customer stories.
What does SecureLife Insurance do?
SecureLife Insurance, an independent broker serving 65,000 policyholders with life, health, auto, and home coverage, used Chatref to generate multi-carrier quotes in under 90 seconds, guide customers through claims filing, and automate renewal reminders.
What problem did SecureLife Insurance solve with Chatref?
Chatref generates multi-carrier quotes in under 90 seconds, down from the 10-hour agent turnaround.
What results did SecureLife Insurance see?
SecureLife Insurance reached 36% more policy sales, with 74% queries automated. Policy lapses dropped 43% after Chatref started sending proactive renewal reminders and explanations.
How long did it take SecureLife Insurance to go live?
SecureLife Insurance launched quickly and started seeing results within the first weeks. Chatref trains on your existing content, so most teams go live in days, not months.
How much does Chatref cost?
Chatref is pay-as-you-go. You start with $50 of free credit, then pay only for what you use. There is no subscription, no per-seat fee, and every feature is included.
Can I get results like SecureLife Insurance?
Yes. Train a chatbot on your own docs, FAQs, and past tickets, deploy it on your website and other channels, and let it answer the routine questions. Start free with $50 of credit.
Ready to run your own SecureLife story?
Build a Chatref agent on your own policy documents in 5 minutes. $50 free credit, all features included, no subscription.
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