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Resources / Case studies /

Clearcover

Clearcover

scales customer servicing and compliance with Lob

Impact at a glance

  • Automated more than 6,000 compliance letters per month
  • Reduced liability exposure by at least 50%
  • Created audit-ready trails across multiple state regulations

“A long, arduous, manual print process that took 3 to 5 minutes per letter suddenly didn’t require any time after the full Lob integration, which was life-saving.”

Louis Condon, Program Manager

Clearcover

Clearcover Scales Customer Servicing & Compliance

Industry

Insurance

Website

https://clearcover.com
Problem: Manual processes slowed compliance

Insurance is one of the most heavily regulated industries in the U.S., and Clearcover needed to meet strict state requirements for customer notices such as cancellations, adverse action letters, and lienholder notices.

Before Lob, these notices were handled manually. Staff exported data, printed letters, and mailed them one at a time, with each piece taking 3–5 minutes. This process was slow, inconsistent, and exposed the company to the risk of fines that could total thousands of dollars per notice if compliance deadlines were missed.

As Clearcover expanded into multiple states, the compliance burden multiplied, and the manual approach was no longer sustainable.

Solution:  Lob’s automated API for speed and accuracy

Clearcover turned to Lob for a modern, API-driven approach that automated regulatory mail from start to finish. With Lob, the team could:

  • Trigger mail automatically from existing policy and administrative systems
  • Route notices through Lob’s nationwide Print Delivery Network for faster delivery
  • Track each piece with USPS data to build robust audit trails
  • Personalize at scale to include customer-specific details like policy status and service addresses
  • Verify addresses automatically to reduce undeliverable mail

“What used to take hours of manual effort now happens instantly once Lob receives the trigger,” says Louis.

Results:  Streamlined operations and stronger compliance

With Lob, Clearcover scaled from a few hundred manually processed compliance letters per month to more than 6,000 automated pieces. The automation reduced liability exposure by at least 50% and gave management confidence during state Department of Insurance audits.

“Given that states can fine us thousands of dollars for any time a user error is committed, Lob took the potential for user error out of the equation, which is huge,” says Louis.

The impact reached across the organization: Lob is now used by Clearcover’s product, underwriting, servicing, compliance, and legal teams, with plans to expand into claims refund checks.

Campaign Spotlight:

 Building compliance at scale

Clearcover’s expansion into new states brought higher mail volumes and more complex regulatory requirements. By using Lob’s automated workflows, Clearcover was able to send required notices consistently and accurately while maintaining a seamless customer experience.

At launch, compliance mailings were limited to a few hundred letters per month. Today, automated workflows regularly handle thousands of pieces without additional headcount.

Looking ahead:  

Clearcover is continuing to deepen its Lob integration, bringing compliance-driven mail into more workflows and exploring automation for claims-related communications.

“Lob has taken what used to be a bottleneck and turned it into one of our strongest capabilities,” says Matt Christopher, Senior Director of Claims. “Now we can focus on delivering better experiences for our customers instead of worrying about missed deadlines.”

Resources / Case studies /

Clearcover

scales customer servicing and compliance with Lob

  • Automated more than 6,000 compliance letters per month
  • Reduced liability exposure by at least 50%
  • Created audit-ready trails across multiple state regulations

Clearcover is the smarter car insurance choice. By redesigning the car insurance experience with modern technology, Clearcover offers better car insurance coverage for less money. Clearcover automates and digitizes traditional processes to create cost savings passed directly along to their customers in the form of lower rates. This simple and successful model helped them triple their policy sales year-over-year and scale rapidly since their launch in California in 2018. Since then, they’ve entered into seven additional states and expanded their partnership footprint. Matt Christopher, Senior Director of Claims; Louis Condon, Program Manager; and Bud Bach, Director of Technology Infrastructure, have all had a hand in supporting Clearcover’s incredible growth and ensuring that complex regulatory requirements are met.  

Insurance is a heavily regulated business, and personal car insurance is no exception. “Auto insurance is a regulatory challenge. Each state is different, and there are many different layers for every regulated piece that needs to be accounted for,” says Louis. Accuracy and timeliness of customer policy notices sent by physical mail is critical in meeting regulatory compliance. Clearcover needed an intelligent direct mail solution that matched their appetite for growth and offered the flexibility to stay a few steps ahead of every single regulation. “Lob allowed Clearcover to scale, full stop.”

Eliminating Compliance Challenges with Direct Mail Automation

From the get-go, Clearcover wanted to optimize customer servicing through workflow automation, and scale their market compliance processes. As a full-stack insurance carrier, a managing general agent, and customer servicer, Clearcover is subject to various bodies of law, with complexities that multiply across every state and sales channel.

Even prior to launch, Clearcover knew that states like California required customer notices to go out by mail, while others required the ability for customers to opt out of paperless notices and request to receive notices by mail. These regulatory notices–such as policy cancellations, adverse action letters, lien holder and void notices–call for robust documentation of customer interactions to ensure Clearcover had followed the letter of the law and can provide evidence that it had taken all steps to notify customers before further actions were taken. Since every state has specific regulatory requirements, the failure to pass each state’s Department of Insurance audits can result in fines of up to thousands of dollars, not just on a per state basis but on a per notice basis as well.

The desire to stay focused on its mission than to be saddled with building infrastructure to send mail was what led Clearcover to Lob. “Since California was the first state to require physical mailings, we knew we had to do print and mail. Traditional mailing facilities weren’t the tech-forward solution that we needed,” recalls Louis. With a simple and straightforward API, integrating Lob with their policy and administrative systems was easy. What used to take “a long, arduous, manual print process that took 3-5 minutes per letter suddenly didn’t require any time after the full Lob integration, which was life-saving.”

From Automation to Audit Excellence

Since initially integrating with Lob, Clearcover has rapidly scaled their direct mail volumes as they’ve grown. Their Lob integration is now used to send automated client communications across all teams, including: product, underwriting, servicing, claims, compliance, and legal teams. “At launch, we were manually processing a few hundred compliance letters a month at best, but after full integration, we automatically trigger about 6,000 mail pieces a month which are sent out based on customer actions,” said Matt. “We’re also in the process of integrating Lob into the claims system as the next step,” said Bud. “We send very few claim refund checks now, but this number should go up as we automate the sending of checks.”  

The improvement in the overall compliance process made it easy to conduct spot checks. Because frequent audits by each state’s Departments of Insurance are serious business, Clearcover’s management will frequently run mock market-to-market conduct exams to ensure that there are robust audit trails, and correct policy notices are being sent out in a timely fashion. “Given that states can fine us thousands of dollars for any time a user error is committed, Lob took the potential for user error out of the equation, which is huge,” said Louis. Lob’s direct mail automation and tracking features in exam audits “helped us decrease liability exposure by at least 50%, which is really important to us,” said Matt.

The strong commitment to transparency and smart scaling are foundational to Clearcover. As initial users of Lob’s self-service plan before growing their usage volume, Matt shares this advice:

“Talk to someone from Lob first. Getting everything set up, we didn’t really understand the full suite of capabilities available that Lob provides. Once we engaged with Lob [about our needs], we realized the full extent of tools that we weren’t using that we should’ve used from the start. The time savings we gained, from being able to set it and forget it, is phenomenal.”

‍

The Challenge

Insurance is one of the most heavily regulated industries in the U.S., and Clearcover needed to meet strict state requirements for customer notices such as cancellations, adverse action letters, and lienholder notices.

Before Lob, these notices were handled manually. Staff exported data, printed letters, and mailed them one at a time, with each piece taking 3–5 minutes. This process was slow, inconsistent, and exposed the company to the risk of fines that could total thousands of dollars per notice if compliance deadlines were missed.

As Clearcover expanded into multiple states, the compliance burden multiplied, and the manual approach was no longer sustainable.

Clearcover

Clearcover Scales Customer Servicing & Compliance

Profile

Clearcover Scales Customer Servicing & Compliance

Industry

Insurance

Website

https://clearcover.com

The Solution

Clearcover turned to Lob for a modern, API-driven approach that automated regulatory mail from start to finish. With Lob, the team could:

  • Trigger mail automatically from existing policy and administrative systems
  • Route notices through Lob’s nationwide Print Delivery Network for faster delivery
  • Track each piece with USPS data to build robust audit trails
  • Personalize at scale to include customer-specific details like policy status and service addresses
  • Verify addresses automatically to reduce undeliverable mail

“What used to take hours of manual effort now happens instantly once Lob receives the trigger,” says Louis.

“A long, arduous, manual print process that took 3 to 5 minutes per letter suddenly didn’t require any time after the full Lob integration, which was life-saving.”

Louis Condon, Program Manager

Results

Next Steps

Conclusion

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