NAMIC Presents the 13th Annual Award in Innovation

The National Association of Mutual Insurance Companies today presented its annual Award in Innovation, sponsored by Guy Carpenter, to Branch for its work to modernize first notice of loss and call center operations using artificial intelligence technology to improve member accessibility, data integrity, and claims responsiveness.

Ohio-based Branch used AI-enabled voice technology to handle structured claim intake, integrate data directly into its claims platform, and redesign workflows to ensure faster assignment and cleaner downstream handling. The initiative also extended to broader call center operations, reducing hold times, improving documentation quality, and allowing human representatives to focus on complex, empathetic interactions rather than manual data capture.

“Mutual insurers, and reciprocals like Branch, thrive when they remain focused on policyholders,” said Neil Alldredge, president and CEO of NAMIC. “Through its use of AI, Branch has made one of the more arduous parts of insurance – claims processing – faster and more efficient, which benefits everyone.”

Branch is a tech-forward reciprocal insurance company founded in 2017 by industry veterans Steve Lekas and Joseph Emison. It offers auto, homeowners, renters, and umbrella insurance.

“What we’re most excited about is that [this award-winning initiative] has improved member experience,” said Charlie Wendland, Branch’s chief claims officer. “We have seen multiple-point increases on our NPS year over year. We’re not placing all the credit on AI, but it has freed up employees to spend more time on the customer care side of things, which explains the ‘why’ of what we are doing.”

NAMIC also recognized the following companies in specific categories:
• Germania Farm Mutual Insurance Association – Best in Category/Creativity
• Capital Insurance Group – Best in Category/Mutuality, Impact, and Conference Alignment
• WCF Insurance – Best in Category/Adaptability