Case Study: UK's Largest Insurance Group wins back 20% of lapsed policies with FICO Customer Communication Services

UK insurer wins back 20% of lapsed policies with FICO

A large UK insurer was losing tens of thousands of home insurance policies each month as customers quietly cancelled direct debits rather than contacting the company. The challenge was to reduce these lapses by engaging customers quickly within the 14-day cooling-off period and winning back business before policies were lost.

The insurer deployed FICO Customer Communication Services to instantly contact customers when a payment method was cancelled, connecting those who wanted to stay to advisors and capturing termination reasons from those who didn’t. The initiative achieved a 76% contact rate, recovered roughly 20% of lapsed policies, delivered cost savings through automation, and allowed agents to focus on higher‑value retention activities.