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AAA Life Transforms Customer Service & Core Business Operations

Client Profile

Headquartered in Livonia, Michigan, AAA Life Insurance Company became part of AAA in 1969. AAA Life has over 1,000,000 policyholders relying on it to provide protection and deliver outstanding customer service. AAA Life an A.M. Best rating of A- (excellent).


Inefficient processes
Difficulty tracking and managing work
Swimming in paper

As the company evolved, AAA Life recognized operational challenges that needed to be resolved, including, changing inefficient processes, cutting back on the amount of paper and tracking work more effectively. The company needed an innovative enterprise-wide solution that is easily customizable for each business operation. AAA Life turned to IPD to optimize processes, enhance customer service and create an operational transformation while being easily adaptable for future business needs.


Provide a 20% improvement on underwriting costs 
Eliminate paper-based processes 
Create an agile and flexible environment for business expansion Add new functionality in customer service, annuities and claims


To address its operational challenges in customer service, claims, new business, underwriting, annuities and accounting, AAA Life selected a process and content management solution from IPD. IPD’s powerful solution, Ultera, enabled the client to meet its customer service and efficiency goals, provided substantial savings while leveraging its existing administrative systems and created an agile environment to adapt to future business needs.

The operational challenges associated with customer service — paper-based processes, underwriting, ready access to relevant information and documentation and real-time status on all work inventories — are now automated by IPD’s solution. AAA Life is now able to enjoy 95% first call resolution rates, 98%+ accuracy of closed inquires, automatic routing of work and real-time dashboards to manage workload.

The project completed under budget, on schedule and met the requested requirements. AAA Life expects to impact staffing levels by 20 to 35% in the core and support areas. A combination of eliminating paper and automating workflow are driving the largest savings. Overall, AAA Life is extremely pleased with the implementation

Cost-effective additions in capabilities, superior service and best-in-breed technology have transformed customer service and other core business operations, ensuring AAA Life’s position as a leading life insurance provider.

"IPD has a demonstrated track record for delivering mission critical image and workflow solutions. IBM is the leading supplier of image and workflow software. Together they create a dynamic solution that is tough to match.” 

— William Hanby, AAA Life Insurance Company, SVP and CIO