Primerica turns legacy claims systems into one simple experience
See how Primerica is delivering efficiency and service excellence for a digital future.
reduction in testing cycle time
decrease in call volume thanks to self-service
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defects in the first two months post-launch
The Business Issue
Primerica Life Insurance, founded in 1977 and headquartered in Duluth, Georgia, is a leading financial services company that insures more than 5.5 million lives and processes approximately $4.9 million in claims payments every day. Its claims contact center manages more than 135,000 calls annually, including both claims setup and status inquiries.
Despite its scale and reputation as a top workplace, Primerica faced significant challenges within its claims operations. Customer service representatives were required to toggle between multiple systems: web‑based homegrown tools for policy inquiries and a legacy mainframe for claims data. These disconnected experiences slowed response times, made service inconsistent, and frustrated agents. Limited access to mainframe data, combined with numerous handoffs between claims and payments teams, further compounded delays and made it difficult to adapt quickly to changing customer expectations and industry requirements.
Primerica knew they needed a unified, modern customer service platform. One capable of delivering a complete customer 360-degree view, reducing manual effort, and improving KPIs like average handling time and first‑call resolution. The goal was clear: Modernize the claims servicing experience end to end and build a foundation that could scale with the business – plus make room for future growth, automation, and AI‑driven service enhancements.
The Solution
To address these challenges, Primerica partnered with Maantic and chose Pega Customer Service™ to modernize how its teams handle claims. Building on the success of its earlier Pega Claims™ modernization, Primerica used Pega to unify data from legacy systems, the mainframe, and APIs into one seamless desktop, so customer service representatives no longer had to jump between multiple applications.
Working closely with Maantic, Primerica used Pega’s customer 360-degree view to give agents a complete, real‑time view of each customer, enabling faster and more accurate responses. The integration of knowledge management accelerated onboarding and ensured consistent guidance for both new and experienced CSRs. By reusing the microjourneys and APIs created during the claims modernization, Primerica was able to orchestrate claim inquiry and claim setup processes directly within Pega Customer Service, reducing manual steps and improving handling times.
Maantic also applied Pega’s Situational Layer Cake architecture to support U.S. and Canada variations while maximizing component reuse – allowing Primerica to deploy in Canada just two months after their U.S. rollout. This architecture helped Primerica move faster, stay consistent across regions, and scale confidently.
By combining Pega’s platform capabilities with Maantic’s implementation expertise, Primerica modernized its customer service foundation and positioned itself to embrace future innovations, including predictive analytics, process AI, and generative AI.
The Results
Primerica’s modernization set off a meaningful shift in how its teams work. Average handling time dropped significantly, and firstcall resolution improved, delivering a better experience for both customers and agents. The production rollout was exceptionally smooth, with fewer than five defects reported in the first two months – an uncommon achievement for a program of this scale. Testing cycles were cut by 70% through automated, scriptbased testing, and the U.S. implementation was delivered in roughly eight months. Thanks to reusable components and a scalable architecture, the Canadian rollout followed just two months later.
Primerica also achieved a 30% reduction in call volume through strong adoption of its servicingagent selfservice portal, allowing CSRs to focus on more complex, highvalue interactions. Beyond these measurable gains, the company now benefits from a unified portal for claims and policy servicing, faster speed to market for new enhancements, and a foundation ready for predictive, process, and generative AI. This transformation strengthened how Primerica operates and how quickly it can respond to customers in an evolving digital landscape.
Want to dive deeper? Watch Primerica’s journey unfold in their PegaWorld session.
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“With this platform, we have the customer 360. So with just a toggle, the customer service representatives are able to not only see the claim information that the particular caller is referencing, but if there are multiple claims on that policy, if there are multiple policies for that insured, they can seamlessly transition back and forth without having to type and search it, or to go outside of this platform so that really has contributed to the success and the accolades from the end users.”