Company Background

Lemonade, , founded in 2015 and headquartered in New York City, is a digital insurance provider using AI and modern design to deliver fast, transparent experiences for renters, homeowners, car, pet, and life insurance customers across the U.S. and parts of Europe. A certified B-Corp, Lemonade blends technology with social impact through its Giveback program, which donates unused premiums to nonprofits selected by customers.

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As the business expanded and product lines multiplied, Lemonade needed a governed, consistent way to keep its internal knowledge accurate — especially for customer-facing teams who manage inquiries, claims, underwriting, and evolving insurance processes.

The Challenge

Lemonade’s rapid scaling created a pressing need for accurate, consistent, and accessible knowledge across its global teams. Their Customer Experience, Claims, and Underwriting groups rely on complex policy information, SOPs, and training materials that change frequently.

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Originally, information lived across shared docs and Slack threads — making it hard to identify the latest version or maintain alignment. The Customer Learning & Development (L&D) team saw that growth required:

• One governed source of truth
• Clear ownership of knowledge
• A system designed for AI-enabled training and continuous improvement
• Faster, more consistent onboarding for new specialists
  
  

They needed a platform that could unify knowledge, keep it accurate over time, and surface it wherever people work.

The Solution

Lemonade selected Guru’s AI Source of Truth as the unified, governed knowledge layer for their teams. Guru connects directly to Lemonade’s workflows — including Slack, Zendesk, and their LMS — giving specialists fast, cited, permission-aware answers during customer interactions.

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With Guru in place:

• Specialists can access verified policies and SOPs through the Guru browser extension in Zendesk.
• Knowledge inherits permissions, ensuring sensitive policy or claims information is protected.
• AI-powered Answers and announcements reduce searching and information ambiguity.
• L&D gained a governed system to manage, review, and continuously improve content at scale.

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Lemonade also trained leaders to flag significant updates and policy changes through their internal request system, helping ensure the knowledge layer remains accurate as the business evolves.

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“Now we’re using Guru AI Answers to help us address knowledge gaps… The Training Center highlights that missing knowledge for us based on questions the team asked. It’s become a part of our daily workflows.” — Anthony Manluccia, Training Lead

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This shift empowered employees to find correct answers independently, reducing reliance on peers and improving confidence in the information they use daily. Sr. Manager of L&D, Moe Bonham, saw this empowerment as a major driver of agent satisfaction.

The Approach

Lemonade’s L&D team had already centralized knowledge for each product line — creating the perfect foundation for AI-powered retrieval. Once AI Search was enabled in Guru, adoption was natural and immediate. Their approach included:

Training teams on how to use AI answers effectively

Employees learned how to give feedback (thumbs up/down) to continuously strengthen answer quality — feeding Guru’s usage signals and improvement loops.

Clear governance and ownership

The L&D team maintained a structured, centralized knowledge layer, so specialists always knew which content was the “source of truth.”

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“The centralization of knowledge and creating a clear knowledge request workflow has helped clarify who owns what. It’s now part of our day-to-day.”
— Cierra Kriese, Director of Quality and Training

Structured correction workflows

Guru’s verification workflows ensured content remained aligned to policy, compliant, and role-specific — essential for regulated processes like claims and underwriting.

The Outcome

Guru has delivered measurable improvements in ramp speed, service quality, and internal consistency.

Faster onboarding & ramp time

Anthony shared that new specialists now hit their performance targets earlier. By embedding Guru Cards into training and making Guru the primary reference tool, Lemonade reduced their training schedule by an entire week.

Greater confidence and autonomy for agents

New hires resolve customer issues more independently and accurately, reducing supervisor escalations and speeding up time-to-productivity.

Higher-quality customer interactions

Accurate, governed knowledge helps specialists deliver faster, more consistent responses — improving customer satisfaction across channels.

A scalable foundation for growth

With Guru as the trusted knowledge layer, L&D can focus on continuous improvement, proactive content updates, and strategic enablement — not chasing stale docs across tools. Overall, Guru helped Lemonade maintain a high service standard across a multi-product, multinational insurance operation.