Clearcover & Patra Partnership

Clearcover recognized the need for a partner to augment their internal team and scale quickly.

Why Clearcover Chose Patra

Clearcover Uses Patra Direct to Support its Ambitious Growth Goals
60K +
Customer Interactions
18
Time Span (Months)
92%
CSAT

About Clearcover

Clearcover is a Chicago-based tech startup that uses technology to create better insurance experiences. While the company started as an MGA, they are now a full-stack insurer, selling policies in nine states across the United States. Clearcover uses its proprietary machine learning, called ClearAI™, to issue payment on claims faster than any auto insurance carrier in the country and has an award-winning mobile app.  As Clearcover transitions to offering insurance coverage in all 50 states, they recognize the need for a partner to augment their internal team and scale quickly. Sufficient staffing is critical for providing consistent service for customers.
As a startup, we make changes quickly, and with those changes come shifts in staffing needs. Our relationship with Patra has allowed us to flexibly augment our team — in alignment with our ambitious company goals — all while ensuring that we meet the needs of our customers and employees."
Heidi Craun, Head of Customer Experience
Clearcover

The Challenge

Rapid growth and quick changes meant Clearcover needed a flexible partner to augment their internal team.

The Solution

Clearcover engaged with Patra Direct to supplement its customer sales and support and FNOL

Client Profile:

  • Carrier
  • Illinois

Challenges:

  • Rapid growth led to an overloaded staff
  • CSAT fell behind

Requirements:

  • Provide immediate relief to existing staff

Patra Solution:

Positive Outcomes:

  • 60K+ Customer Interactions
  • 18 Month Time Span
  • 92% CSAT

Results

Patra has deeper insurance experience than other BPOs. Their industry best practices are refined and well-tested, which means they added significant value immediately. Clearcover’s staff learn from Patra, absorbing best practices and making all operations more precise and cohesive. Clearcover values Patra’s ability to scale quickly and efficiently in both number of agents and services provided. The partnership started with three licensed agents providing two services and in only 12 months increased to 12 agents providing four services. Patra agents were incredibly agile and eagerly embraced our operations and processes.

Conclusion

Patra’s dedicated and integrated team structure provided for a timely and scalable onboarding experience. Patra’s relationship manager drove speed, accuracy, and accountability, resulting in overall success. Patra’s dedicated Clearcover Client Consultant is extremely easy and enjoyable to work with and the entire Patra operations team communicates regularly to deliver quantifiable results and collaborates to solve issues.