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Customer Success
Modernizing Lienholder Communications Through Automation
GRANWEST INSURANCE
Case
Client
For more than 130 years, Granwest Insurance has served people, families, farmers, and communities across the Western United States. Founded in 1894, Granwest has grown from a small fire insurance cooperative into a regional mutual insurance company serving California, Colorado, Idaho, Oregon, Washington, and Wyoming.
Problem:
Too Much Manual Work
Before LenderDock, Granwest handled many lienholder requests by phone, email, fax, mail, and bulk mortgage lists. Staff often had to review requests by hand and decide if a policy needed to be changed.
The number of requests was also growing. Customer Service teams handled calls from lenders asking for policy information, sometimes covering more than 10 policies at once. The Operations team spent hours each week working on mortgage changes. These tasks took time and often required several teams to get involved.
Strategy & approach
Granwest chose LenderDock to help reduce manual work and make lienholder communications easier.
Granwest now uses the LenderDock Essentials™️ platform and NOTiFi™️. These tools give lenders self-service access to policy information and allow mortgagee changes to be sent electronically.
This means fewer calls, emails, and manual requests for Granwest employees. It also gives lenders a faster way to get the information they need.
Granwest also found LenderDock easy to work with during the process.
Achieved results
More Time for Employees
LenderDock has helped Granwest reduce manual work for both Customer Service and Operations teams.
Lenders can now get policy information through self-service tools. Mortgagee changes can be sent electronically instead of being handled by staff.
The time saved has also given Granwest employees more time to learn new skills. Granwest has used some of that extra capacity to cross-train its Personal Lines Operations team on Commercial Lines work.
This approach allows Granwest to make better use of its employees while preparing for future growth.
“We saw an opportunity to streamline both processes by reducing inbound calls, automating mortgage change processing, and creating a better experience for our employees.”
- Crella Downey
Granwest Insurance - Director, Strategic Management