Case Study: Zurich achieves higher customer retention and engagement with Idomoo Personalized Video

Zurich Uses Personalized Video To Improve Customer Retention

Zurich Spain, part of Zurich Insurance Group, faced the challenge of driving customer engagement and retention in a low-touch insurance market. To improve renewals and digital adoption, Zurich partnered with Idomoo, using Idomoo’s Personalized Video technology and open platform to send individualized renewal communications with contract details and CTAs.

Idomoo’s solution delivered data-driven, modular videos via email and SMS (integrated into Zurich’s workflows and agency 1to1video), allowing scalable, personalized messaging by product and segment. The campaign drove strong results: renewal TNPS increased by 15 points, 70% of customers watched the entire video, 40% interacted with it, 25% rewatched, and Zurich saw improved retention, reduced churn and immediate ROI, prompting expansion to life insurance.

Zurich