Case Study: Indiana Farmers Insurance achieves a 20-point NPS increase and reduced detractor churn with InMoment

Indiana Farmers Insurances' Plan to Reach Out to Their Detractors Pays Off (Literally)

Indiana Farmers Insurance faced a critical retention challenge: text analytics revealed that detractor customers were leaving at twice the rate of passives and promoters, threatening revenue and loyalty. The company set out to move detractors into passive or promoter segments to reduce churn and improve overall customer experience.

Using InMoment’s case management solution plus market research and CX expertise, the team targeted and resolved issues for detractors, tying NPS to business metrics. The effort retained more at-risk customers and lifted NPS from the high‑30s into the 50s — a roughly 20‑point increase after the initial wave of CX interventions.

Indiana Farmers Insurance