Case Study: Auto & General achieves an 11‑point NPS increase and 20% more promoters with Medallia

Auto & General’s Award-Winning Customer Experience Program

Auto & General, a major Australian insurer, faced rising churn in a highly commoditized market and wanted to differentiate beyond price by building lasting customer loyalty. The company lacked real-time customer insight—surveys were quarterly, frontline staff couldn’t rescue unhappy customers, and non-customer-facing roles were disengaged—so Auto & General chose Medallia’s Experience Management platform to capture and act on feedback across the business.

Using Medallia, Auto & General implemented a multi-channel, real-time, closed-loop program with text analytics and role-specific dashboards that pushed feedback to the right people seconds after receipt. The results: overall NPS up 11 points, promoters up 20% in 18 months, 57,000 survey responses processed per year, document‑submission requirements for claims cut from >45% to 15% (reducing turnaround time) and an average +8 point NPS gain for motor claims—demonstrating measurable reductions in churn and faster, more customer-centric operations.

Auto & General

Rebecca Wilson

Customer Experience Manager