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Published 15 Jan 2022· via microsoft.com· Customer story

Hanover Insurance Transforms Operations with Automation Center of Excellence

The Hanover Insurance Group · Insurance · United States

Headline result

The source does not publish a single comparable figure. Reported results are listed below.

Summary

The Hanover Insurance Group established an Automation Center of Excellence (CoE) to address time-intensive, manual insurance processes and to drive digital transformation. By leveraging Microsoft Power Platform technologies—including Power Automate, Power Apps, Power Virtual Agents, Power BI, and AI Builder—the CoE implemented automation solutions across underwriting, claims, sales, accounting, and finance. The initiatives ranged from automating renewal processes (FastTrack), processing commissions, and deploying a chatbot for underwriter discovery, to implementing machine learning and computer vision for document analysis. The CoE partnered with external implementation firms and internal business leaders, building an internal culture of digital innovation and change management. The impact included faster decisions, improved efficiency, reduced errors and costs, and higher satisfaction for employees, partners, and customers. The transformation continues with the integration of analytics and AI-driven automation, scaling across the organization and inspiring ongoing innovation.

The problem

  1. 01Manual, paper-intensive insurance processes hampered efficiency and decision-making.
  2. 02Departments relied on specialized underwriters, causing bottlenecks and slow response times.
  3. 03Critical commission functionality at risk during systems upgrade.
  4. 04Need to accelerate and scale automation to meet business growth and digital transformation targets.
  5. 05Agents struggled to quickly find and connect with the appropriate underwriters, especially post-COVID.

What they built

  1. 01Established an Automation Center of Excellence (CoE) with business and change-management leaders.
  2. 02Adopted Microsoft Power Platform (Power Automate, Power Apps, Power Virtual Agents, Power BI, AI Builder) for end-to-end automation.
  3. 03Deployed RPA, chatbots, machine learning, and computer vision for document handling.
  4. 04Built a virtual underwriter-finder chatbot and automated commission processing workflows.
  5. 05Engaged with multiple external implementation partners to scale and extend impact.

Reported results

  1. 01Productivity gains: employees reclaimed time to focus on customers and KPIs.
  2. 02Enhanced decision-making speed and quality across underwriting, claims, sales, and more.
  3. 03Accelerated sales cycles and improved agent and partner experiences.
  4. 04Reduced manual errors and operational costs; centralized and enriched business data.
  5. 05Enabled launch of new solutions and digital services faster, supporting organizational growth.
  • Accelerated sales and response cycles
  • Improved underwriting and claims decisions
  • Reduced manual errors and operating costs
  • Built a center for digital innovation

Source

microsoft.com

Customer story · 15 Jan 2022

Read the original(opens in a new tab)

How this deployment compares

Computed from the library · data 10 Nov 2026

This is the only The Hanover Insurance Group deployment in the library. It is one of 213 customer service automation deployments, 49 of them in Insurance. Like 63% of records, its source gives no figure.

The Hanover Insurance Group in the library

The only The Hanover Insurance Group deployment in the library

Still referencedThe source is still online, but no newer The Hanover Insurance Group record has appeared yet.

Same pattern, whole library

One of 213 customer service automation deployments

  • Insurance accounts for 49 of them (23%), more than any other industry.
  • It predates the pattern's recent wave: 149 records have been published since Oct 2023.
  • Only 57 of the 213 put a number on the result (27%).
  • Distinctive claim: Cost efficiency outcomes are reported by only 40 peers (19%).
  • Distinctive claim: Better decisions & insight outcomes are reported by only 25 peers (12%).
Provider mix
  • Microsoft54%
  • GCP23%
  • AWS18%
  • IBM2%
Most-used technology
  • Azure OpenAI 48
  • Azure AI 28
  • Amazon Bedrock 22
  • Dynamics 365 19
  • Vertex AI 19
  • Gemini 18

Shares describe this library, not the whole market.

Customer service automation analysis

Results against peers

No figure here. What peers report

Like 63% of records in the library, the source gives no figure. Peers that do quantify similar claims report:

  • Time & speed29 figures, Insurance · middle half 30%–80%40%median reduction
  • Quality & accuracy51 figures, all industries · middle half 23%–95%40%median increase
  • Cost savings168 figures, all industries · middle half 25%–70%40%median reduction

Peer figures are as reported by their sources; percentage claims only.

How we checked this record

Evidence tier: verified

A primary source with a named customer and a supported deployment status.

Named organization
The Hanover Insurance Group
Who published the source
The organization itself
Deployment status
Production (confidence 95%)
Quantified result
The source reports no figure
Source link
Online at last check

Last re-checked 13 Jun 2026.

This record is evidence for

Insight · industryInsurance dossierOne of 244 Insurance deployments. See which patterns dominate there and what they report.Insight · patternCustomer service automation213 deployments share this pattern. See where it is used and how it is built.Trend · momentumSurging pattern34 new deployments in the last six months, against 16 in the six before.

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