Customer Success

Eliminating the Manual Grind: How Kingstone Insurance Scaled Operations and Boosted Morale with LenderDock

KINGSTONE INSURANCE

Case

Client

Kingstone Insurance Company traces its roots back to 1886 when itwas formed as the Co-Operative Fire Insurance Company in Catskill, New York. In 1976 the company’s name was changed to Commercial Mutual Insurance Company. In 1998 the company moved to its corporate headquarters in historic Kingston, New York.

Problem:
The Tedious Toll of Manual Verifications

Before teaming up with LenderDock, Kingstone Insurance was bogged down by an overwhelming influx of manual lienholder requests. Every single week, the team was forced to retrieve hundreds of voicemails and emails, followed by the time-consuming process of calling banks back or drafting replies to manually verify coverage.

 

This tedious workload was monopolizing time that the team desperately needed for more complex, high-value customer needs. Beyond the lost time, it was taking a significant toll on staff morale. Persistent and sometimes difficult lender inquiries created a high-pressure environment.

 

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Strategy & approach

Kingstone was motivated to find a solution that would relieve this pressure, and the deciding factor to move forward with LenderDock was the platform’s undeniable ease of use.

 

To ensure the success of the platform and officially break the cycle of manual requests, Kingstone implemented a firm, strategic deflection process to drive lienholders to LenderDock.

Their zero-exception communication strategy included:

  • Voicemail Disabling
  • Email Auto Replies
  • Live Call Scripting

Achieved results

Reclaimed Time and Scalable Growth

By adopting LenderDock and strictly enforcing their deflection protocols, Kingstone Insurance transformed their daily operations. The volume of inbound calls and emails from lenders plummeted.

Massive Time Savings

The team has freed up over a full workday each week that was previously wasted on tedious verification requests.

Boosted Morale

Eliminating the friction of difficult lender calls has taken a massive weight off the team’s shoulders. Staff can now focus entirely on productive, positive customer interactions.

Cost-Effective Scalability

The automation provided by LenderDock has allowed Kingstone to comfortably handle growing policy volumes without needing to immediately increase headcount.

“If you’re managing a high volume of lender verification requests manually, and your staff is frustrated with lender calls, sign up ASAP.”

- Kingstone Insurance

Stop the inbound, today!

You have to be ready to stop the calls, reduce the paper, and create some separation between you and your financial partners.

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