Clients & Results / Property and Casualty Insurance Carrier

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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

 

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