One Customer, Ten Records: How Cumberland Mutual Built a True Policyholder 360

Cumberland Mutual, a multi-line insurer founded in 1844, wanted to give policyholders the seamless, personalized service they now expect from digital-first brands. After integrating several source systems, including a legacy platform, into its CRM, the carrier had all its policyholder data in one place but not in one record. A customer with ten policies showed up ten times. Small inconsistencies from the intermediaries who write its business, like a comma in one business name and not in another, meant some policies didn’t appear in searches at all. With Plauti, Cumberland Mutual automatically consolidates exact matches. For likely matches, reps see the related policies right on the record page, so they can confirm with the caller and merge on the spot. Service reps now see every policy a customer holds and can bring up related coverage before the customer asks. Cumberland got there without building and maintaining a custom integration or moving data to a separate system.