Case Study: Leading Home Insurance Company achieves 19.6% win-back rate and 60% lower cost per won-back policy with FICO Customer Communication Services for Insurance

Leading home insurer boosts retention through proactive policyholder “win back” communications

A leading home insurer was losing as many as 20,000 policies per month—mostly from customers failing to pay renewal premiums—and relied on specialist retention agents limited to voice calls and contact-center hours, leaving a large share of lapses unaddressed.

The insurer deployed FICO Customer Communication Services for Insurance to target profitable lapsed customers with proactive, preference-based omni-channel messaging and virtual agents. The program contacted 75% of targeted customers, achieved a 19.6% win-back rate, saw over 30% of renewals completed without human intervention, and cut the cost per won-back policy by about 60%, while freeing retention specialists to handle more complex cases.