Case StudY

Amica Mutual

Safeguarding Privacy and Reducing Distractions with Sound Masking.

With over 40 branch offices nationwide, Amica Mutual Insurance Company handles a high volume of sensitive claims and sales calls daily. Ensuring that these conversations remain private and confidential is not only critical to protecting customer information but also essential for maintaining Amica’s high standards of customer service.

In open-office environments, even private office discussions can sometimes be overheard, leading to potential breaches in confidentiality. Whether it’s sharing personal details of a claim or discussing sensitive financial matters, the risk of others unintentionally overhearing these conversations raises significant concerns about data security, compliance, and customer trust.

In addition to privacy risks, overheard conversations can be highly distracting for staff. Employees tasked with providing excellent customer service must listen carefully to every detail a customer shares. Background conversations, especially those discussing other cases or issues, can pull their attention away from the task at hand. This not only affects their focus but also leads to mistakes or miscommunication, ultimately impacting service quality.

After identifying that traditional soundproofing methods were not adequately addressing these concerns, Amica’s IT team, led by Ron Rivet, explored sound masking technology as a solution. Sound masking introduces a barely noticeable background noise specifically designed to cover human speech frequencies. This noise effectively “masks” conversations, making it much harder to overhear discussions in both private and open-office settings.

By deploying sound masking, Amica created a more secure and focused workspace. Conversations in private offices remain confidential, while employees in nearby open areas are less likely to be distracted by phone calls or discussions that don’t concern them. The reduction in noise distractions helps employees concentrate more fully on their own calls, ensuring they can listen to customers carefully and respond with the attention and accuracy required for sensitive claims handling.

The solution has proven so effective that it’s now a standard feature in Amica’s branch renovations and relocations. The system’s small, ceiling-mounted emitters blend seamlessly into the office design and are versatile enough to handle paging needs and background music. Amica’s offices have become more private, productive, and efficient, safeguarding customer data while reducing the everyday noise distractions that can affect performance.

About Amica Insurance: Founded in 1907, Amica Mutual Insurance Company is the nation’s oldest mutual auto insurer. Headquartered in Lincoln, Rhode Island, Amica provides auto, home, marine, and umbrella insurance through its 43 offices across the country, employing over 3,300 people. With a strong focus on customer service and data security, Amica is committed to protecting customer privacy and maintaining a productive, distraction-free workplace.

Equipment List: Sound Masking Emitters