How Magellan Turned a Carrier Meltdown into a $4,600 Loyalty Win for Connor Insurance

The Challenge: When the System Breaks Down

When the cyber attack struck, the carrier’s systems went completely offline:

• Claims could not be filed or processed
• Policy numbers and documentation were inaccessible
• Emergency services and rental arrangements were disrupted

For Sarah and Michael, that meant:

• Speaking to multiple carrier reps with no ability to file their claim
• No access to their policy number or coverage details
• A failed rental car arrangement and difficulty securing medical care
• Mounting storage fees while their claim sat untouched

How Magellan Flagged the Risk

Most agencies would have had no idea their customers were in this much distress until it was too late. Magellan’s Customer Performance Dashboard told a different story.

• Sentiment score: 5.0/10 (indicating declining satisfaction)
• Alert time: 2 minutes from customer interaction to alerting the agency owner
• Customer profile:
  
  • Annual premium: $4,600
  • Policies: 3 (personal and commercial)
  • Enterprise Value: $4,000
  • Multiple monitored interactions

With the alert in hand, agency owner, Oliver Connor, knew this was a high-value relationship at risk.

Responding Before It Was Too Late

Oliver immediately involved Agent Jennifer, who called Sarah and Michael directly. Over the next three weeks, she:

• Explained what could still be done during the outage
• Coordinated a replacement rental car when the first setup failed
• Checked daily on the carrier’s system recovery
• Maintained regular updates so the clients always had a single point of contact who knew their case

This consistent communication not only addressed the practical issues but also reduced the uncertainty that can push clients to switch agencies. Magellan, the Operations Manager-in-a-Box, gave the Connor Insurance team the tools that they needed to serve their clients in the best way possible. 

Results at a Glance

Quantitative

• $4,600 in annual premium retained
• 3 policies preserved
• Zero escalation complaints during the three-week outage
• 100% of calls monitored during the crisis

Qualitative

• Sarah: “I really appreciate all the work you’ve been doing. It’s been very helpful having someone I can talk to and get updates from.”
• Jennifer: “This is a bigger deal. We are here for you whether it’s just to listen and have that communication, or if it’s something we can actually do and help on your behalf.”

What This Means for Agencies

Agency owner, Oliver Connor, summed it up:

“Without our Operations Manager-in-a-Box, Magellan, we would have lost Sarah, a $4,600 customer who was about to walk. Before this [Magellan], problems slipped through the cracks until people called to cancel. Now I actually know what’s happening instead of just hoping everything’s okay.”

While competitors scrambled to react, Connor Insurance acted early:

• Identified at-risk customers before they complained
• Prioritized outreach using sentiment data
• Preserved a valuable client relationship during an industry-wide disruption

This wasn’t just a lucky save. It’s exactly the kind of proactive, repeatable outcome Magellan enables by turning real-time insights into standardized processes any agency can rely on.

Magellan didn’t replace human service. Instead, it augmented the Connor Insurance team with the information they needed to respond quickly and with context, protecting both revenue and trust when it mattered most.

This case study is based on actual customer interactions and dashboard data. Customer names have been changed to protect privacy.