Donegal Insurance Group Adopts Zipwhip Texting Platform

During pilot phase, Donegal experienced an immediate impact across all lines of business; from workflow efficiency, customer experience enhancement and photo documentation.

(Donegal Castle, the stronghold of the O’Donnell clan in County Donegal, Ireland. Source: Pixabay.)

Donegal Insurance Group (Marietta, Pa.) has adopted Zipwhip’s (Seattle) cloud-based texting platform. Donegal will use Zipwhip’s SMS texting platform to provide fast, effective and contactless communication to its large customer base, according to a vendor statement.

To ensure their adjusters could get in touch with customers as simply, quickly and seamlessly as possible, Donegal turned to Zipwhip’s SaaS-based texting platform to empower its adjusters to be available when customers need them most, according to the Zipwhip statement. Donegal also leveraged Zipwhip’s integration with Guidewire ClaimCenter to streamline the documentation process and give insurers greater insights into their customers’ needs.

“When customers have a loss or issue, they want to quickly get their lives back to normal,” comments William Folmar, SVP of Claims, Donegal. “With texting, customers can send photos of documents or even VIN numbers so we can move the process along quickly and efficiently Implementing Zipwhip into our workflows has already strengthened our policyholder relationship and we’re pleased to move forward with the partnership.”

John Lauer, CEO, Zipwhip.

The partnership came to fruition following Donegal’s pilot implementation of Zipwhip’s SMS messaging platform for their business, the vendor reports. Donegal took advantage of Zipwhip’s formal program management approach, which includes a team of dedicated resources to optimally implement texting into existing workflows, provide user training and meet weekly to track pilot success.

Immediate, Contactless Way to Communicate

“The COVID-19 crisis has prompted insurers to accelerate digital transformation in their agencies,” comments  John Lauer, CEO, Zipwhip. “Both insurers and their customers want an immediate, contactless way to communicate with each other, and texting plays a critical role in accomplishing that. By using a medium that consumers already know and use all day, as well as the adjuster’s existing landline phone number, carriers can immediately open up a new communication channel with zero training or process-change required.”

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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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