Innovation Masters: How top insurers retain customers

Digital Reinvention
21/05/2024 Article
profile picture of Boris Plantier

Boris Plantier


Head of content

In the competitive world of insurance, retaining customers is just as crucial as attracting new ones. Churn rate and retention, therefore, stand as pivotal metrics for insurance companies. Traditionally monitored, these metrics are gaining even more significance due to the abundance of data and technological solutions available.

It is generally accepted that the main reasons why a customer changes insurers are poor service (such as slow claims processing or unresponsive support), price increases (finding cheaper premiums elsewhere), better coverage options (seeking more suitable policies), life changes (such as moving to a new location, buying a new vehicle, or getting married), negative life events (reevaluating coverage after accidents or disasters), loyalty incentives (like discounts or rewards), and referrals (positive recommendations from friends or family).

Addressing these different points is, therefore, important. However, innovative solutions can take this a step further by detecting customers who are likely to leave and preventing them from doing so. In this article, we'll explore recent successful innovative programs for retaining customers by Discovery, Mapfre, Triple-S Vida, AXA, and Nib. These programs offer valuable insights into how insurance companies can effectively retain their customers in today's competitive market.

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