Case Study: Leading Insurance Company achieves an 8% increase in premium revenues and recovers lapsed customers with Cognizant

Attention to Details Reveals the Secret to Customer Retention

Cognizant worked with a leading insurer that found roughly 60% of customers who had purchased policies in prior years were allowing them to lapse. The insurer wanted to improve retention with targeted messaging and programs for at‑risk policyholders but lacked the accurate data and customized scripts needed to identify who was most likely to cancel and why.

Cognizant built analytical models across the insurer’s 4.5 million customers to surface behaviors that signal lapse risk (for example, frequent agent interaction and completed medical exams correlated with lower risk), isolated high‑net‑worth, high‑risk customers, and developed specialized scripts and prospect profiling for agents and call centers. The program drove an 8% increase in premium revenues in one month, recovered 4.5% of customers lost the prior year, and delivered a 180% ROI in the first year.