Harbor Insurance Sees Boosts in Revenue and Customer Satisfaction with Way Roadside
Before partnering with Way, Harbor Insurance was working with a provider that hadn’t kept pace with changing customer expectations. Innovation had stalled, and the experience wasn’t evolving to meet the needs of today’s policyholders. After a few years with Way, Harbor transformed the Roadside Assistance experience- modernizing the journey for their customers and driving measurable improvements in satisfaction and attachment rates. With Way integrated into their offering, Harbor was able to re-engage their policyholders and deliver a more seamless, responsive experience.
Policyholder Trust Reinforced
Effortless Add-On Protection
Stronger Retention & Engagement
The Challenge
Harbor Insurance struggled to engage policyholders beyond renewals and claims. Their previous roadside partner offered minimal support, creating the sense that Harbor’s business needs weren’t important. This resulted in low customer satisfaction, poor product attachment, and missed revenue opportunities.
Solution
Harbor switched to Way to offer a more modern, easy-to-sell roadside experience. The improved experience led to stronger retention, higher attachment rates, and ultimately, a renewed partnership after a strong first few years.
Table of Contents
The Challenge
Harbor Insurance struggled to engage policyholders beyond renewals and claims. Their previous roadside partner offered minimal support, creating the sense that Harbor’s business needs weren’t important. This resulted in low customer satisfaction, poor product attachment, and missed revenue opportunities.
Solution
Harbor switched to Way to offer a more modern, easy-to-sell roadside experience. The improved experience led to stronger retention, higher attachment rates, and ultimately, a renewed partnership after a strong first few years.
Industry
Auto Insurance (Non-Standard)
Company Size
Regional Carrier
Location
Southern U.S.
The Challenge: Friction and Complaints with Roadside Assistance
Harbor Insurance struggled with poor customer experience tied to their previous roadside provider. Complaints were frequent and usage was low, hurting both customer satisfaction and perceived value.
Solution
After switching from a provider that overlooked their needs, Harbor Insurance partnered with Way to deliver a modern, high-performing roadside experience. In their first few years with us, they saw increased revenue with better benefits, a drop in complaints and a renewed partnership based on real business impact.
Key Takeaways
- Complaints about roadside assistance dropped significantly after switching to Way
- Policyholders appreciated the app-based roadside tracking and everyday savings
- Agent experience improved with a stronger value proposition
- Attachment rates increased across their book of business
- Higher retention driven by a product that customers valued post-purchase
Why Harbor Insurance Chose Way
Harbor wanted more than just a vendor, they wanted a B2B partner who could help them deliver consumer-facing value without complexity.
- More Revenue from Add-On’s: Harbor saw stronger attachment and conversion rates with Way+.
- Better Partner Support: Their previous provider neglected them. With Way, Harbor finally got a tech-forward partner who listened and delivered.
- Stronger value proposition: Way’s comprehensive benefit package allowed Harbor to create greater value for their customers.
"Partnering with Way has boosted customer satisfaction and eliminated complaints we had with our previous Roadside provider. Customers like tracking their tow trucks in the app and our agents find it easy to offer Way+. Attachment rates have gone up. Overall, it’s been a great partnership with better retention, strong conversion, and a seamless experience for both our team and our customers."
Why This Matters
- Insurance carriers often lose customers not because of pricing, but because of the
overall customer experience. - Way bridges the gap between financing and post-sale experience.
With perks like:
- Roadside Assistance (with Uber Ride Reimbursement)
- Fuel Cashback
- Parking and Car Wash Discounts
- Glass Breakage Protection
- 24/7 Customer Support
Harbor now offers a differentiated product in a crowded, non-standard market.