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CASE STUDY: Honey Insurance

Honey Insurance, a growing Sydney-based company specialising in household insurance, with well over 100 employees, chose to switch to Complaints Pro as their Complaints Management system after evaluating other well-known vendors.

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Why were Honey Insurance switching from their old Complaints Management system?

Honey Insurance were starting to scale. Their current Complaints Management processes were very manual. And, they were using a standalone system with no integration into their Salesforce CRM.

Over time, that created friction, indirect reporting challenges, and downstream business impacts. The process required so much effort to get the data right.

As an evolving company, they needed a more robust system to avoid manual work, increase accuracy, and save time for their frontline staff.

Justyn Ryder, Honey Insurance’s Head of Claims & Supply Chain said:

“[Our current Complaints Management system] was creating downstream effects in terms of our reporting periods and data, and getting our data exact and right was difficult. It just meant that the process required a fair bit more effort.”

Why Honey Insurance chose Complaints Pro ahead of other well-known Complaints Management software

Honey Insurance reviewed multiple software options. But in the end, a few clear differences made Complaints Pro the right fit.

  • Complaints Pro sits natively within their Salesforce CRM: That meant their agents could stay in one system. No toggling, no extra platforms.
  • Flexible pricing model: They weren’t forced to pay for functionality they didn’t need. The Complaints Pro commercial structure was aligned with their business needs and nothing extra.
  • Tailored to their process: The solution was modular and shaped around their unique business process requirements. Causia developed a clear understanding of what they were trying to solve, and then tailored Complaints Pro to suit.

Justyn Ryder, Honey Insurance’s Head of Claims & Supply Chain said:

“For us, the no-brainer was the ability to sit natively within our Salesforce CRM. That obviously is a huge advantage”

Justyn Ryder, Honey Insurance’s Head of Claims & Supply Chain said:

“The flexibility to have the system configured around our optimal processes and not build processes to the constraints of the system, I think is really helpful.”

The Complaints Pro implementation process

Honey Insurance thought implementation would be complex. There were interdependencies with other projects and a constant risk of changing goalposts.

But what they found was that Complaints Pro implementation was simple, smooth, and fast:

  • Smooth from day one: Complaints Pro was seamlessly rolled out to the team, and any minor issues - things no one could have predicted or tested for - were fixed within minutes!
  • On-Demand Support: When there were any issues, Causia support team were quick to jump into action. Whether that meant jumping on a call or bringing the right people together to solve the problem quickly over email, all problems were solved on the spot
  • The project was planned and implemented within 90 days: Much faster than the 12-month process of implementing the software in-house or changing their processes to accommodate a less flexible package

Key benefits Honey Insurance are experiencing with Complaints Pro

After switching to Complaints Pro, the benefits are clear in how the team actually works, every day.

  • Complaints Pro fits around their business processes: The system is highly configurable. So they didn’t need to shape their workflows to fit the tool - it adapted to them.
  • Complaints Pro works inside their CRM: Because it sits natively within Salesforce, their agents experience it all as one system. Logging a complaint has become much simpler and faster.
  • Complaints Pro makes changes easy: Whenever an issue comes up or an unexpected business case - they can test and implement fixes in Complaints Pro within hours, not weeks. So there are no bottlenecks, no delays - just quick, clean execution.
  • Causia as a company matches their mindset: The Causia team works like they do: we respond fast, fix issues fast and move on. That alignment helped the relationship work from day one.

Justyn Ryder, Honey Insurance’s Head of Claims & Supply Chain said:

“[We like] Partnering with vendors who share the same mindset and culture as us - fail fast, learn fast, fix it, move on.”

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