Overview In a marketplace crowded with regional home insurers offering low-cost policies, Security First Insurance wanted to distinguish itself via the customer experience it provides. In the simplest terms, Security First Insurance wanted to make and keep its customers happy. “And customers get unhappy when their homes are damaged, they need to file a claim, and they don’t have the coverage they thought they had,” said Ben Bomhoff, Security First Insurance vice president of enterprise systems. Business challenge Densely worded and packed with legal terms and industry jargon, homeowners’ policies are difficult for consumers to understand. “The average policy package can run 80 pages long,” Bomhoff said. “No one wants to read it.” Security First Insurance’s marketing vice presi

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