Improving Insurance Compliance for Whirlpool

This case study details Whirlpool's initiative to enhance insurance compliance management within its extensive network of nearly 5,000 contracted servicing companies responsible for appliance installation and maintenance. The document outlines the challenges faced by Whirlpool in managing compliance requirements while ensuring customer satisfaction. It describes the proactive approach taken by Whirlpool in 2011 to partner with a compliance management provider, which involved overseeing the verification process of insurance coverage for contracted companies. The solution included transferring over 75,000 historical insurance documents and implementing a comprehensive system for managing compliance. The results highlighted significant improvements, including a reduction in non-compliant companies by over 75%, faster data entry turnaround times, and a decrease in clerical errors. The case study emphasizes the importance of accurate insurance verification in maintaining service quality and customer satisfaction.