Case Study: Etiqa improves onsite personalization and conversion rates with Insider

How Etiqa Insurance Improved Onsite Personalization and Heard Customers’ Feedback Using Insider’s Web and Mobile Suite

Etiqa Insurance wanted to improve conversions and revenue while creating a multi-channel digital experience that could fit into its existing tech stack. The insurer also needed a way to deliver more relevant experiences across web and mobile web as part of its goal to become a leading digital insurance company in Singapore.

Insider provided Etiqa Insurance with its web and mobile suite, including onsite personalization, A/B testing, exit-intent surveys, and side coupons. Etiqa saw conversion rates north of 4.74% from Q4 2020 to Q1 2021 versus a sitewide average of 2.17%, and the side coupon campaign delivered conversion rates in excess of 3%. The exit-intent surveys also revealed that 27% of users wanted to speak with an advisor and 17% said their current policy had expired, helping Etiqa improve follow-up and customer messaging.

Etiqa

Dennis Liu

Chief Digital & Transformation Officer