How West Bend Modernized Insurance with Liferay DXP and AI

In a digital-first world, policyholders no longer settle for outdated systems and disconnected service. They want real-time access, personalized journeys, and intuitive digital experiences — and insurers must rise to meet those expectations.

West Bend Mutual Insurance, a leading U.S.-based insurer, recognized this shift and embraced it. By implementing a modern, mobile-responsive Partner Portal and Customer Portal built on Liferay DXP, the company empowered both agents and policyholders with tools that streamline engagement and accelerate business.

The Challenge: Legacy Tech, Rising Expectations

Despite its strong market presence, West Bend’s digital environment was falling short in three critical areas:

• Outdated technology couldn’t meet modern customer expectations
  
• Real-time access to policy data and quoting tools was lacking
  
• Quoting processes were slow, manual, and discouraged agent adoption
  

These limitations created friction for users and increased operational costs due to high volumes of support calls and service delays.

The Solution: A Unified Digital Experience Powered by Liferay

West Bend turned to Liferay DXP to build a new foundation for scalable, flexible, and personalized digital engagement. The new Partner Portal and Customer Portal were designed to:

• Centralize account and billing management in a self-service model
  
• Enable mobile responsiveness across devices and channels
  
• Deliver role-based content for agents and policyholders
  
• Create personalized dashboards for faster access to relevant data
  
• Integrate with existing third-party applications and core systems
  

The project leveraged Liferay’s ease of customization and integration capabilities — supported by a team of certified implementation specialists — enabling West Bend to evolve quickly without dismantling its core infrastructure.

Results That Speak for Themselves

The transformation led to immediate, measurable improvements:

• Quoting time decreased from hours to under 10 minutes
  
• Online quoting adoption jumped from 20% to 65%
  
• Support calls and operational costs were significantly reduced
  
• Agents became more engaged thanks to personalized workflows
  
• Customer satisfaction rose through easier access to services
  

Both internal teams and policyholders reported a significantly smoother digital journey, with fewer barriers and greater autonomy.

Why It Worked: AI-Driven Efficiency, Real-Time Decision-Making

Behind the scenes, AI-powered automation played a vital role:

• Intelligent workflows ensured real-time quoting and approvals
  
• Segmentation features supported personalized onboarding and communication
  
• Self-service functionality reduced dependence on human intervention
  

Liferay DXP enabled West Bend to unify front-end interactions without a complete system overhaul — a strategic move that balanced modernization with cost control.

A Playbook for Modern Insurers

West Bend’s journey illustrates what’s possible when insurers go beyond incremental fixes and invest in platforms that enable long-term agility.

By choosing a modular, AI-enabled solution, they delivered:

• Faster quoting
  
• Lower operational burden
  
• Personalized, omnichannel user experiences
  
• Scalable architecture for future evolution
  

Is your insurance experience keeping pace with your customers’ expectations?

Talk to our insurance technology experts about how Liferay DXP and AI can accelerate your digital transformation. Connect with our team.