How California Fair Plan is Modernizing the Broker Experience with Salesforce

Challenges

California FAIR Plan Association (CFPA), the state’s insurer of last resort, has experienced unprecedented growth as insurers exited high-risk markets:

• Policy volume increased more than 400% since 2021, placing pressure on legacy systems and processes
• Brokers relied heavily on call centers due to limited digital self-service capabilities
• Legacy systems and fragmented data created operational noise and inefficiencies
• Customer service teams struggled to scale with the surge in broker inquiries
• Sensitive policy and property data required stronger governance and security controls
• CFPA needed a modern digital experience while maintaining tight control over broker interactions

Solution

CFPA partnered with ideaHelix to design and deliver a solution based on Salesforce Financial Services Cloud to deliver a modern digital experience for brokers and create a scalable foundation for growth.

What changed?

• Delivered a proof of concept and interactive prototypes to demonstrate the future broker experience
• Built a broker self-service model to give agents direct access to policy and account information
• Designed digital workflows to deflect high-volume service calls and reduce operational noise
• Established a secure and scalable data foundation to support rapid growth
• Aligned business and IT stakeholders around a clear roadmap for broker experience modernization
• Created a foundation for future innovation across customer engagement and operations

Expected Results

• Reduced broker service calls
• Faster broker access to policy information
• Reduced manual support workloads
• New Digital foundation supporting continued growth