Case studies
How Honey Insurance realised its pioneering customer service platform in just a few months.
How Honey Insurance reimagined its pioneering customer service platform in just a few months.
INNOVATION PATHWAY:
Pathfindr AI Agent Accelerator
PARTNERS:
Client background
Honey Insurance (Honey) was founded on the belief that homeowners in Australia deserve better insurance. Founded in 2020, Honey is working towards a future where all homes and households are protected from avoidable accidents. The organisation uses smart technology in a new way to help protect its customers, and the things that matter most to them. By being smarter, Honey is re-imagining home insurance and is invested in making homes safer, every day.
Mission accepted:
The challenge
Why did you first come to Pathfindr? What kind of challenges were you facing,or goals were you seeking to achieve?
HONEY: At Honey we’ve always strived to lead in spaces that customers really value and that make a difference to our people. That is often through partnerships that help us accelerate learning and implementation, particularly when coupled with our amazing team. With Pathfindr, the challenge was to take a typically multi-year implementation and make it happen in a matter of months - AI right at the customer face!
Listen, design,
deliver:
The solution
Reflecting on the first prospecting conversation - what did you learn about Honey's problem state &/or goals/aspirations?
Pathfindr: With Honey fast-becoming a household name, we understood its growth and scaling ambitions. As an organisation that prides itself on innovative products and digital-led services, we knew AI would play a critical role in supporting Honey’s best-in-class vision for contact centre operations. In turn, this transformative AI project would allow the business to grow, scale, and maintain its competitive market positioning.
Of equal importance to Honey was nurturing and evolving its strong, differentiated customer experience across all channels - something we were equally passionate about.
What was the recommended solution for Honey?
P: With deep expertise working with contact centres, we knew the critical pressure points and factors underpinning exceptional experiences for customers and frontline agents alike. We equally understood how to unlock tons of operational efficiencies, and fast.
Based on Honey’s digital strategy and focus areas for FY25, we recommended a custom version of our Execution Accelerator. This included ‘no-brainer’ AI opportunities essential to every leading contact centre, enhanced with specific features Honey wished to include.
With Honey’s desire to both leverage existing tech investments and unlock value within just a few months, we operated at a swift cadence, with close communication from end to end.
All sparked up:
The results
What major lightbulb moments occurred during the project?
H: The major lightbulb moment wasn't just around technological implementation, but a validation of our inherently innovative mindset around not needing to follow the industry’s conventional multi-year roadmaps.
As a team that already prioritises innovation and customer focus, we found that this partnership created space for our talented staff to apply their insurance expertise in new ways. We realised that by combining our deep industry knowledge and customer-centric approach with targeted AI capabilities, we could accelerate our existing transformation roadmap in customer-facing operations.
A significant realisation was how our team's willingness to challenge the status quo positioned us perfectly to integrate these new AI tools. Their adaptability and forward-thinking approach allowed us to reimagine customer conversations; transforming them from transactional exchanges to more meaningful interactions where our team members could focus on what they do best—supporting customers with personalised, empathetic service.
Our collaboration with Pathfindr also confirmed our belief that technology should enhance, rather than replace, human connections. This aligns perfectly with Honey's existing philosophy of making insurance more human-centred and approachable.
Through this project, what did you & your team make possible that previously wasn’t?
H: Our partnership with Pathfindr has enabled us to build on Honey's strong foundation of innovation and customer focus. Together, we've compressed implementation timelines from years to months, allowing us to bring our vision for customer-facing AI to life much sooner than industry standards would suggest possible.
This acceleration builds on Honey's existing culture of agility and a willingness to challenge conventional timelines. Our team has always pushed boundaries, and this collaboration has created new channels for that innovative energy to flow into tangible customer benefits.
A new way of thinking that has emerged is how we view the balance between technology and human touch. Rather than seeing these as competing elements, we've reinforced our belief that technology works best when it amplifies our team's existing strengths. This perspective aligns perfectly with Honey's long-standing commitment to making insurance more personal and accessible.
The biggest change hasn't been technological—it's been in how our team members now have more freedom to express Honey's customer-first values in every interaction, unburdened by administrative complexities that previously consumed their attention.
How is Honey's AI adoption tracking, and what's next?
H: What this partnership has enabled is a significant leap forward in how we apply AI at the customer interface. We've moved from being early adopters of AI solutions to becoming pioneers in customer-facing AI implementation. This progression reflects our organisation's innate technology hunger and our willingness to push boundaries.
I would now plot Honey as firmly in the "AI innovator" category within the insurance sector. We're not just implementing off-the-shelf solutions—we're actively shaping how AI can transform customer experiences in ways that align with our values and vision. This positioning builds naturally upon our existing technological foundation and innovative culture.
The key difference is that we've accelerated our journey from "AI-enabled" to "AI-driven" in our customer interactions. Our teams now operate with AI as an integral component of their workflow rather than a supplementary tool, allowing us to deliver on our customer focus in more sophisticated ways.
Building on Honey's foundation as an innovator in insurance, our next steps focus on expanding how we apply these collaborative learnings across more customer touchpoints. We're particularly excited about extending our customer-centric AI approach into proactive risk prevention—an area where Honey has always sought to differentiate itself.
Our team is exploring how we can use predictive insights to help customers prevent claims before they happen, which aligns perfectly with our existing philosophy that the best insurance experience is one where claims are avoided altogether. This represents a natural evolution of Honey's commitment to challenging the typically reactive insurance model.
Aww, shucks:
The feedback
Dawid opened our eyes to what’s possible when we combine expertise and innovation. It’s fair to say our partnership with Pathfindr has enabled us to truly revolutionise how we serve our customers. Our vision has become reality - the future of customer service is here!
Our vision for this project was ambitious - to bring to life a market-leading customer service platform of the future in an expedited timeline. We’ve not only taken our customer experience to a new level, but grown our team’s capability in the process
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