Summary.

BehindLogin collaborated with a West Sussex-based motor insurance provider to improve renewal rates. Through competitor research and analysis, the client increased renewals by 5% within 6 months, driving meaningful revenue growth.

Problem.

Despite extensive efforts and A/B testing, the client was struggling to significantly impact motor insurance renewal rates. They approached BehindLogin to identify innovative strategies based on competitor insights.

Approach.

We conducted screen-sharing research with participants from 7 key competitors, reviewing their renewal communications across letters and emails, and the end-to-end online renewal journeys. BehindLogin mapped out each touchpoint and provided a set of actionable recommendations.

Results.

• 5% Increase in Renewals: The client’s renewal rate rose 5% within 6 months of implementing our suggestions
• Revenue Growth: This increase generated substantial revenue for the company
• Optimised Touchpoints: Customer journeys and renewal communications were enhanced based on our competitive analysis.