Clients & Results / Leading Health Insurance Carrier

Customer Innovations helped one of the leading health insurance carriers influence change in several areas.   This included: improving sales performance and retention for large group and national accounts, launching an individual insurance product business, and making focused improvements in the performance of the small business division.

For example, within the small business division:

  • We conducted in-depth research with clients and insurance brokers in order to develop specific interventions that would INCREASE client case renewal and INCREASE share of business with high-producing brokers.
  • We designed and help launch several design interventions including: radical simplification of renewal packages from 50+ pages of complex alternatives to 4 pages simplified choices, targeted process and timing changes in the renewal experience, and the development of a new “renewal specialist” role to supplement the existing account structure. 
  • These interventions generated a $100 million increase in revenue within one year.



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