American Family Insurance Pilots Hearsay Systems’ New Agent Actions for P&C

Hearsay also announces the appointment of insurance software veteran Eugene Lee as VP of Insurance Solutions.

(Interior of Wisconsin State Capitol in Madison, home of American Family. Image credit: plumerl.)

American Family Mutual Insurance Company (Madison, Wisc.), has begun piloting Hearsay’s Agent Actions solution, using the suite of Hearsay’s (San Francisco) agency-focused technology to drive actions on the part of the insurer’s field professionals. The American Family Insurance group worked closely with the Hearsay team to customize Agent Actions for specific billing workflows in an effort to drive customer satisfaction and loyalty, according to a Hearsay statement. Hearsay’s announcement was accompanied by news that the company has named Eugene Lee VP of Insurance Solutions. A former Guidewire Software (Foster City, Calif.) executive, Lee brings deep industry knowledge along with extensive experience in enterprise workflows and analytics.

Cesar Pinzon, VP of Sales Strategy and Support, American Family Insurance.

Agent Actions, an extension of the Hearsay platform, is an engagement workflow automation solution designed to improve business outcomes by extending best practice enterprise workflows to agents. These configurable, specialized workflows eliminate time-consuming manual processes and provide operational guidance, automation, and tracking, according to the vendor. Agent Actions modernizes processes and combines smart triggers, artificial intelligence, and simple, immediate steps agents can take to improve sales, improve satisfaction, and avoid unnecessary customer churn, Hearsay says.

“Our partnership is centered around using Hearsay’s technology to drive customer loyalty and address our billing response and follow-up processes to help reduce the possibility of policy lapses in the future,” comments Cesar Pinzon, VP of Sales Strategy and Support, American Family Insurance. “The Hearsay team worked very closely with us to devise workflows that address our specific objectives. We continue to explore ways to utilize this technology to drive policy acquisition and servicing workflows for our agents to be more impactful with customers long-term.”

Hearsay reports that insurance veteran Eugene Lee has joined the company as VP of Insurance Solutions. Lee is a Certified Property and Casualty Underwriter (CPCU) with more than 20 years of experience, with deep expertise in enterprise software and data analytics. Lee comes to Hearsay from Guidewire Software, where he most recently served as the business leader for its analytics solutions.

Eugene Lee, VP, Insurance Solutions, Hearsay.

“Hearsay is a true innovator in the financial services industry, with particularly compelling solutions for the insurance sector,” comments Lee. “The Hearsay Advisor Cloud platform already enables agents to engage through any digital channel: social, web, email, text, and voice. The addition of tailored industry workflows and automation will drive improved agency efficiency, more sales, and higher retention. Agent Actions has the potential to be truly transformative. I’m excited to work with the talented Hearsay team and our innovative partners like American Family to support the needs of our rapidly changing industry.”

The Next Step in Personalization

“American Family is a perfect example of why we created Agent Actions—to apply our world-class technology to empower agents and advisors to take the next step in personalization, relationship-building, and efficiency. Agent Actions represents the ongoing evolution of the Hearsay platform, using analytics to drive the business forward,” comments Clara Shih, CEO of Hearsay Systems. “We are also pleased to welcome Eugene to Hearsay, to help modernize and scale our data-driven solutions to address the evolving needs of our largest insurance customers.”

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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