Less overhead, more insight: the platform that gave PCH Mutual control back
The Company
Founded in 2004, PCH Mutual is a member-owned Risk Retention Group (RRG) that insures residential care facility owners–such as assisted living, personal care homes, and adult family homes. PCH provides both general and professional liability coverage.
With over 3,600 members across 47 states, PCH runs lean, with a core team of 3 employees and a strong network of 3rd party partners.
AI Insurance delivered an intuitive, easy-to-navigate platform that lets us view, edit, and understand our data with minimal clicks.
We avoided a 6-figure spend on a legacy system—and got something better, faster, and more flexible.
Julie Bordo
CEO, PCH Mutual
Key Results
50% reduction in manual admin work by centralizing claims, policies, and reporting in an all-in-one platform.
55% improvement in reserve accuracy using AI-powered predictive analysis to inform financial decisions.
Zero learning curve–new hires up and running in minutes with easy-to-use workflows & responsive human support.
The Challenge
Frustrating legacy systems, limited visibility across the enterprise, high admin overhead.
From the moment Julie joined as CEO of PCH in 2016, she knew their existing system wasn't going to scale.
Despite being CEO, Julie couldn't even access the system and had to rely on others just to get basic updates. On top of this, claims data was scattered across vendors and reporting was nearly impossible.
“I wasn't even able to get into the old system. It was super frustrating and clunky. I had to ask other people to feed me the information.”
Julie Bordo
CEO, PCH Mutual
The lack of visibility and control made day-to-day operations inefficient. PCH even explored building a custom system but quickly realized it would be costly, hard to maintain and not flexible enough for their evolving needs.
“It was incredibly costly to have a system custom built . . . and they are never quite right, expensive to maintain and not nimble enough to meet emerging needs.”
Julie Bordo
CEO, PCH Mutual
Between messy vendor handoffs and a complete lack of centralization, it was clear that PCH needed a change. They needed a platform that could bring claims, policy and reporting workflows into one place and unlock self-sufficiency for their growing team.
The Solution
A unified insurance operating system, with AI at its core.
After being approached by newly formed AI Insurance , PCH Mutual decided to partner with them to centralize their entire workflow and eliminate the friction of working across multiple vendors.
Julie and her team were able to replace their fragmented system with an easy to use and all-in- one platform. Claims management, policy data, and reporting now live in one place, with role- based access and intuitive workflows that reduce back-and-forth and manual overhead.
“In record time, AI Insurance delivered an intuitive, easy-to- navigate platform that allows us to view, edit, manipulate and understand all of our data with a minimal amount of clicks.”
Julie Bordo
CEO, PCH Mutual
Even onboarding new team members was easy. With no steep learning curve, PCH was able to move claims in-house and their new claims director up and running with no hassle.
“I took 5 minutes to explain AI to [our new claims director]. We haven't had any problems. There's not a learning curve for understanding the software, and that's huge.”
Julie Bordo
CEO, PCH Mutual
The Impact
Visibility up, workload down
Since partnering with AI Insurance, PCH Mutual has transformed its operations—gaining full visibility into claims, cutting manual work in half, and scaling with a lean team and powerful support behind them.
50% reduction in manual work
With self-serve reporting, centralized data, and intuitive workflows, the PCH team is no longer chasing vendors for updates or manually entering data into spreadsheets.
Improved reserve accuracy by 55%
After switching to AI Insurance's claims system, PCH has improved its reserve accuracy by 55%. Using AI for claims analysis has empowered PCH to make data-driven decisions for financial risk management.
Minimal learning curve
With such an intuitive design, AI Insurance made it easy for PCH's small team to scale with confidence. It was a seamless transition from their previous system and ultimately enhanced the org's productivity and reduced training overhead.
Human support that delivers
A big part of PCH's success with AI Insurance has been the team's responsiveness & personalized support. From late-night form uploads to directly collaborating on new features, Julie's experience has been defined by hands-on partnership rather than support tickets.
Even as AI Insurance scales, PCH continues to receive fast, tailored support from a team that understands their business and the insurance space.
Looking Ahead
With AI Insurance set to fully deploy across PCH–including on-line applications, rate, quote, bind and policy issuance, payments and automated claims intake coupled with its already robust claims management which allows AI-assisted review and payment of litigation expenses–Julie's team is positioned to grow faster, operate leaner and scale without the legacy software baggage.
