Clients & Results / Property and Casualty Insurance Carrier
Customer Innovations helped this leading insurance company structure and orchestrate an enterprise-wide customer experience initiative focused on INCREASING automotive customer acquisition and retention. This effort included addressing targeted service behaviors for captive agents and front-line employees.
This effort produced several high-profile signature customer experience interventions including:
- The innovative design of a Vanishing Deductible feature to replace traditional safe driver discounts
- Improvements in the new customer welcome experience
- A semi-annual customer review paired with an "automatic discount finder" that proactively identifies savings
- Replacement of complex renewal choices with simpler default options