Case Study: Leading National General Insurance Company Boosts Policy Renewals with FirstHive

From 150 Campaigns to 18 Journeys — Scaling Policy Renewals with FirstHive CDP+AI Platform

Leading National General Insurance Company, a major insurer serving millions across auto, health, and personal lines, wanted to improve policy renewal rates—a key KPI—but struggled with fragmented campaign execution, duplicate messaging, limited channel visibility, and no unified customer view. Working with FirstHive, the company sought a better way to reach policyholders with timely, relevant renewal communications through preferred channels.

FirstHive implemented its AI-powered Customer Data Platform (CDP) to unify customer data, resolve identities, and orchestrate renewal journeys across email, SMS, WhatsApp, push, and call centers. The insurer consolidated 150+ manual campaigns into 18 automated journeys, eliminated duplicate outreach, reduced media spend, and achieved an 88% boost in renewal effectiveness, improving both customer experience and ROI.