October 1, 2020 – Celina Insurance Group recently launched a texting platform that advances customer responsiveness and satisfaction. Celina worked with Zipwhip to provide a texting platform for its Claims department, insurance agents and policyholders that is easy to use, stable and safe.
Celina expanded Zipwhip texting to all claims staff in the spring of 2020 – the early days of the COVID-19 pandemic. Even during this remote, work-from-home environment, the rollout was smooth and seamless.
Rob Shoenfelt, Senior Vice President – Chief Information and Innovation Officer at Celina
“We strive to enhance our relationships with agents and policyholders by soliciting their feedback. When customers call, they will always be connected with a person. Today, they have the option of calling or texting. They choose how they prefer to contact us.”
Celina’s claims staff is now able to send and receive texts directly from claimants in minutes. Celina and Zipwhip continue to partner and expand their relationship. Using Zipwhip’s Application Programming Interface (API), Celina has automated texts and photos into its proprietary claims system.
“Our Claims department can respond to questions quickly and avoid delays in providing pertinent information,” said Ted Wissman, Vice President – Claims at Celina. “Helping someone with an insurance claim quickly and accurately is our goal and this texting platform helps us do that.”
More than 35,000 companies use Zipwhip to increase customer engagement and drive growth through texting on their existing landline, Voice over Internet Protocol (VoIP) or toll-free phone business number.
Founded in 1914, Celina Insurance Group is a family of four mutual property and casualty insurance companies underwriting auto, home, business and farm coverages. Celina Insurance Group is represented by approximately 500 independent agents across six Midwestern states.