Case Study: LV= General Insurance achieves $2.1M in annual revenue uplift with Medallia Digital Experience Analytics

Securing an additional £1.6M in annual revenue with insights from Decibel

LV= General Insurance (LV= GI), a major UK insurer, needed to understand the 'why' behind customer behavior on its digital quote pages. While using Google Analytics to see what users were doing, they lacked the behavioral insights to explain why customers were becoming frustrated and abandoning the process. To address this challenge, they turned to the vendor Medallia Digital Experience Analytics and its product Decibel for deep customer experience analysis.

By implementing Medallia Digital Experience Analytics, LV= GI integrated Decibel with its existing tools to uncover specific experience issues like user confusion and low engagement. These insights directly informed a redesign of their quote page, which was then A/B tested. The solution resulted in a significant quote-to-sale uplift of over 1%, securing an estimated $2.1 million in additional annual revenue for the company.

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Anthony Gribbon

Journey Analytics Manager