Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
An insurer with a 78% renewal retention rate sent identical renewal notices to everyone 30 days out. Price-sensitive customers shopped around, loyal customers received unnecessary discounts, and nobody knew which was which until the policy lapsed.
What Omnifys deployed
- Renewal risk scoring from claims, engagement and tenure data
- Segmented outreach matched to the actual lapse driver
- Discount applied only where it changes the decision
- Retention performance measured per segment
Agents used: Churn Propensity Agent, Next Best Action Agent, Customer Lifetime Value Agent.
Results
- 78% to 86% — renewal retention
- 41% — reduction in unnecessary retention discounts
- 60 days — earlier at-risk identification
- $3.4M — annualised premium retained
Why it worked
Blanket discounting was giving money to customers who were always going to renew. Targeting it recovered both retention and margin.
Explore this for your business
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