Customer Success Stories

I have tons of case studies here: https://www.ada.cx/case-studies

Case Study

Neptune Flood customers self-serve day-to-day, including during natural disasters, with Ada

Neptune Flood, the largest private flood insurance company in the United States, is an AI-driven company specializing in solutions for residential and commercial properties. By leveraging advanced technology, data analytics, and user-friendly online tools, Neptune Flood offers consumers and businesses a fast and efficient way to obtain flood insurance policies tailored to their needs. The company aims to simplify the insurance-buying process while offering competitive rates and comprehensive coverage options. Neptune Flood is backed by top-rated insurance carriers, ensuring that their customers receive reliable financial protection in the event of a flood.

78%

decrease in

cost per ticket 

92%

decrease in ticket resolution time

$100K

savings in the

first year alone

30-35%

of Hurricane Ian claims submitted through bot

The preferred alternative

Neptune Flood is the preferred NFIP alternative flood insurance solution offering an entirely digital quote to bind process. Neptune offers residential, commercial, and RCBAP products in a 2-minute quote to bind process all while offering greater coverage limits and additional high-value optional coverages for complete protection.

To provide first-class service for its growing customer base and insurance agents, Neptune Flood  built an internal Customer Success team who use Zendesk and Zoom, handling an average of 10k inbound emails and 12k inbound phone calls each month. Neptune Flood partnered with Ada to enable technology to solve for inquiries such as policy payments, policy endorsements, document requests, and FAQs, giving the Customer Success team to manage complex tasks and allowing the company to keep up with a growing customer base without rising costs. 

With Ada empowering customers to self-serve around the clock, the customer success team has more time to manage more complex tasks. Neptune Flood was able to reduce the cost per ticket by 78%, a significant savings that will compound over time.

“Ada is the best AI chatbot offering for features and open API integration from a front and back end perspective. Simple UI, immense amount of features/capabilities, and low day-to-day management. When new features are released, we are able to self-serve through the platform to go live immediately.”

Jean-Luc Eckstein

Chief Customer Officer,

Neptune Flood 

Automating resolutions for more complex inquiries

One of the reasons Neptune Flood chose Ada was that our open API connections allowed them to automate more resolutions from day one. By integrating the platform with other software in their tech stack, Neptune Flood is able to deliver a personalized customer experience and automate resolutions for more complex flows, including payments and making policy changes — which is a huge win for the company and a source of empowerment for customers. 

Flood insurance cancelation is a complex task involving very specific stipulations around the reason for cancelation – it’s not simply a matter of saying, “Cancel my policy.” When human agents handle this type of request, there could be a bit of back and forth involved, either by phone or email. But with Ada, the bot collects all the necessary information in one conversation to complete the request or hand it off to the Neptune Flood team for review and verification. Not only does this save time and resources, reducing time per ticket by 92%, it also has increased customer satisfaction due to the faster time to resolution.

Stress test: Providing comfort and context during Hurricane Ian

In September 2022, just four months after Neptune Flood launched Ada, Hurricane Ian, a category 4 hurricane, made landfall in southern Florida, causing widespread damage throughout the region as well as parts of Georgia and South Carolina. The catastrophic event put Neptune Flood’s Ada integration to an unprecedented stress test as Neptune had thousands of policyholders in the path of Hurricane Ian.

Customers were able to leverage Ada to submit their claim at a time that was most convenient to them, even in the middle of the night. The automated claim flow prompted customers to provide all the details that Neptune Flood needed within seconds, which then set in motion their road to recovery. Additionally, Neptune Flood set up Ada to provide customers information about next steps in the claims process and how to mitigate further loss if their property is safe to enter.

Neptune Flood itself is headquartered in St. Petersburg, Florida, and much of its workforce is located in Tampa Bay. The company paid for all of its employees to evacuate to safety prior to Hurricane Ian’s arrival. As an added benefit of Ada handling a large volume of inquiries, Neptune Flood was able to protect their own people while still providing support for their insurance agents and policyholders without interruption.