Case Study: CSAA Insurance Group achieves a 3.3% retention increase and 47% cross-sell lift with LexisNexis Risk Solutions

CSAA Insurance Group - Customer Case Study

CSAA Insurance Group, the AAA‑branded insurer serving roughly 17 million members across 23 states and DC, faced a growing retention problem as about 30% of its policyholders shopped for insurance each year. Concerned that common assumptions about who shops—and why—were incomplete, CSAA wanted to pinpoint shopping drivers (especially among multi‑policy holders) so it could protect its most profitable customers.

CSAA ran a three‑month pilot with LexisNexis Active Insights, using daily shopping alerts and event intelligence to trigger timely, relevant outreach. The targeted multi‑touch campaign lifted overall retention by 3.3% (2.8% for multi‑policyholders), produced a 47% cross/up‑sell lift versus control, and showed nearly 70% of new purchases came from customers who already had home and auto policies; customer satisfaction (NPS) also improved.

CSAA Insurance Group

Linda Goldstein

Executive Vice President, Customer Experience & Marketing