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Learn how Westhill has reimagined and built a better customer experience for policyholders.

Why Managed Repair?

Industry data shows that when insurers miss the mark on how claims are handled, both customer satisfaction and retention suffer: -85 points satisfaction on survey scores & 83% switch or plan to switch (JD Power 2021).

  • Cash Settlement is not a world class customer experience 
    According to J.D. Power, the 2nd highest negative factor cited in a claims experience is a "high level of effort to resolve". However, in a cash settlement model, consumers are asked to do just that after receiving payment for their claim.
  • Policyholders value concierge-style services such as managed repair 
    Offering services such as managed repair as an alternative to cash settlement models has demonstrated a significant increase in customer satisfaction, resulting in survey score increases between 33-44 points.

Continually creating a better policyholder experience is perhaps the most crucial factor in competing for customer satisfaction, retention, and growth. By offering a managed repair solution to policyholders, carriers can truly make a difference in their overall experience. 


Now more than ever, policyholders, and consumers in general, highly value digital capabilities and interactions. According to a recent study by Medallia, 60% of customers expect to have real-time, digital communication with their P&C providers. Overall, satisfaction scores among such customers are 33 points higher vs. customers who did not use digital tools in the claims process (JD Power 2022).

Westhill is the first and leading fully-digital managed repair solution connecting policyholders, insurance carriers, and contractors in one seamless experience. From contractor selection to estimate approval to repair completion, Westhill's digital solution saves property owners time while delivering trust and transparency. In addition to our unique digital experience, the Westhill MRP solution is set apart from our competitors in a number of ways.

A Consultative Approach Westhill builds strong partnerships by listening to understand the carrier's needs and workflows. Once we understand a carrier's workflows and coverage areas, our team of insurance experts diligently analyzes pertinent historical data to ensure that Westhill integrates in a simple yet effective way to meet their needs.
A Top-Quality Contractor Network

Westhill's differentiated network of licensed, insured contractors are curated based on experience, reputation, and affiliation with trusted national brands. Many of our contractors work exclusively with Westhill, providing capacity that cannot be accessed by other MRP programs.

All Westhill contractors are also subject to rigorous background checks.

Support when you need it Should assistance be required at any time during a project, the Westhill Customer Experience team is available to coordinate and assist between policyholders, claims professionals and contractors.
A 5-Year Workmanship Warranty

In many cases, our unique industry partnerships provide decades long or lifetime warranties in addition to our base 5- year workmanship warranty


Insurance carriers looking to create an improved and more cost-effective customer experience can realize increased customer satisfaction, decreased LAE, faster cycle times & controlled indemnity spend by implementing Westhill's MRP program.


Insurance carriers reported a 10-point increase in NPS scores by implementing the Westhill Managed Repair Solution.

$500 average lae savings Carriers utilizing MRP Contractor-first model to inspect and receive an estimate integrated with desk adjusting save an average of $500 per claim on LAE.  
faster cycle times

In one case study, Westhill significantly lowered the timeline from FNOL to completed repair, by 60% by leveraging our process & technology.

an average of 14% savings on repair cost

In another case study, a partner carrier saw an average of 14% savings on repair costs vs. the prior year utilizing the Westhill model.

5-8% more accurate estimates Carriers adopting Westhill's best practice, third-party estimate QA review process have recognized an improved market accuracy of 5-8%.  
68% less supplements Utilizing Westhill’s workflow and communication processes carriers have seen a decrease in supplements, with no supplements reported on  68% of referred claims   


"My Westhill contractor was amazing! They contacted me the day after I submitted my choice through Westhill…and walked me through every step of the repairs, as well as informed me of the process as it pertained to the insurance claim. They started work the next day and completed it all in 4 days. Their team was highly skilled, professional and respectful of the property."

⭐ ⭐ ⭐ ⭐ ⭐August 2022

"My Westhill contractor was prompt in scheduling the repairs. They listened to what I wanted and kept me updated daily. The house looks great!"

⭐ ⭐ ⭐ ⭐ ⭐AUGUST 2022

"The contractor stayed in direct communication with me throughout the entire project. They were very professional and informative."

⭐ ⭐ ⭐ ⭐ ⭐AUGUST 2022

"My experience with Westhill was excellent. My contractor arrived early and completed the repair in a timely manner. I was extremely satisfied with the job. Well done!"

⭐ ⭐ ⭐ ⭐ ⭐AUGUST 2022

"My Westhill contractor was quick, did quality work, answered all my questions while working, and did a great clean up job before leaving."

⭐ ⭐ ⭐ ⭐ ⭐AUGUST 2022

"The construction crew was fast, efficient, and detail oriented. They completed my roof in less than one day, which included removing the gutter guards and replacing them. Additionally they thoroughly cleaned up after themselves. Roof looks amazing!"

⭐ ⭐ ⭐ ⭐ ⭐MAY 2022

"Everything was perfect. The Westhill team was very helpful and understanding. We sincerely appreciate their understanding and working with us during this very stressful time. Thank you."

⭐ ⭐ ⭐ ⭐ ⭐MARCH 2022

"Everything was perfect. The Westhill team was very helpful and understanding. We sincerely appreciate their understanding and working with us during this very stressful time. Thank you."

⭐ ⭐ ⭐ ⭐ ⭐AUGUST 2022

"I was highly satisfied! Every detail was speedy and professional. Great customer service! Everyone I communicated with was friendly and got the job done. Thank you so much for a job well done."

⭐ ⭐ ⭐ ⭐ ⭐FEBRUARY 2022


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