The project
A case study on how a clearer digital journey now serves 1.5 million policyholders
The challenge
Harbor Life’s customers found quotes confusing and support pages hard to search. Calls to the contact centre kept rising.
Our approach
We mapped the full policy journey, simplified the quote flow to five plain-language steps, and built a help centre that answers the questions customers actually ask.
The results
Quote completion rose 36%, support calls dropped by a fifth, and the new experience now serves 1.5 million policyholders.
