Revolutionizing Motor Insurance Renewals: A Customer-Centric Transformation Qorus-NTT DATA Innovation in Insurance Awards 2025

Concepts & Objectives The primary objective of transforming the Motor Private Car Insurance Renewal experience was to drive revenue, retention, and customer satisfaction. This segment contributed 35% of the overall Gross Written Premium (GWP) in FY 2023-24. The transformation aimed to streamline processes and elevate the customer experience.

Reasons Behind The initiative was driven by a stark realization that the Net Promoter Score (NPS) for renewals had dropped to -3.6, and renewal rates were lagging the industry benchmark. Given that over 35% of the GWP came from this segment, immediate action was critical to maintain competitiveness and customer loyalty.

State of Competition The competitive landscape was challenging, with industry benchmarks setting high standards for renewal rates and customer satisfaction. The RNPS (2024) score of 48 outperformed the industry average of 45 and the leading blue peer Allianz, which had a score of 40. This highlighted the need for significant improvements to stay ahead in the market.

Sources of Inspiration The transformation was inspired by deep-rooted customer insights and the need to address inefficiencies in processes. The team conducted a Disruption Scan to identify pain points and unmet needs through direct engagement with customers, intermediaries, and stakeholders. The Design Thinking Workshop further fuelled innovative, customer-centric solutions.

Departments Involved The initiative involved cross-functional teams from various departments, including: • Customer Service • IT • Marketing and Sales • Operations • Product Development • Human Resources

Main Results So Far Overall, 69 actions were executed through this initiative. The impact of the transformation was game-changing: • Renewal NPS for Motor Pvt Car leaped from -3.6 (Jan'23 to May'23) to 53.5 (Jun'23 to Dec'24). • The Customer Win-back Challenge successfully re-engaged 1334 customers, adding INR 14.4 million GWP from October 2023 till December 2024. • Over company T-NPS surged to 67.9 in 2024, up from 64.2 in 2023. • High promoter scores for Human & Caring Experience (85.2%) and Effortless & Caring Experience (84.0%). • Policy renewals for tied partners surged to 61% (Jan'23 to May'23) form 57% (Jun'23 to Dec'24).

Conclusion The transformation of the Motor Private Car Insurance Renewal experience not only enhanced customer satisfaction but also drove tangible business growth. The initiative's success had a ripple effect across the organization, setting new benchmarks for performance and customer engagement.