Context & Objectives

A leading insurer faced significant revenue erosion due to an increasing churn rate within their home insurance portfolio, resulting in losses of several million euros annually. The client engaged Agilytic to identify the underlying drivers of customer attrition and to design a data-driven strategy for proactive retention.

Approach

To ensure actionable and business-relevant outcomes, we established a close collaboration with the client’s marketing and sales divisions. Our methodology proceeded in three phases:

• Audit and Collection: We initiated a comprehensive data audit and collection process to build a reliable analytical foundation.

• Predictive Modeling: We developed a bespoke model designed to isolate specific churn drivers and score the attrition propensity of the existing customer base.

• Knowledge Transfer: To ensure sustainability, we delivered targeted workshops to improve internal data literacy, enabling in-house teams to take full ownership of the model and maintenance.

Results

The intervention delivered immediate improvements in customer retention capabilities. The predictive model successfully doubled the identification rate of high-risk customers compared to previous baselines. Leveraging these insights, Agilytic assisted the client in deploying proactive retention measures, including the strategic re-packaging of products to better align with customer needs and mitigate churn drivers.