Assurant case study: Retailer service transformation

When a leading home improvement retailer’s appliance protection program was hampered by thousands of backlogged cases and inefficient dispatch operations, they needed a partner to overhaul their service delivery model. The existing system struggled with high buyout rates, long claims processing times, and a risky reliance on a service provider who also served a major competitor.

These challenges created significant operational drag and threatened brand trust, requiring a swift and decisive transformation to protect the customer experience and improve performance.

Assurant implemented a strategic, tech-enabled approach to rebuild the retailer's service delivery from the ground up. By leveraging our integrated platform and extensive service network, we eliminated the entire operational backlog of over 4,500 cases. The results included cutting the average in- home repair turnaround time from 16 to 11 days, reducing reliance on the competitor-affiliated provider from 20% to just 7%, and delivering millions in savings by lowering the buyout rate.