Case Study: Zurich Insurance achieves increased customer loyalty and reduced churn with Medallia

How a Global Insurance Company Builds Loyalty at the Local Level

Zurich Insurance, a global provider of personal and commercial insurance operating in 40+ countries and 26 languages, faced high churn and stagnant, periodic market-research reporting that left them unable to act quickly on individual customer issues. To build retention and loyalty, Zurich Insurance selected Medallia to deploy a real-time customer experience management program (Medallia’s Experience Management cloud) that could deliver both aggregated insights and drill down to individual feedback across its local markets.

Medallia implemented a unified global platform with role-based reporting, native text analytics, and a closed-loop process that routes real-time alerts to the right people—up to C-level callbacks—to rescue at-risk customers and drive local improvements. The results include clear commercial impact: promoters pay 27% more in premium, are 5x less likely to leave within 12 months and bring in referrals, and localized actions—such as changing renewal communications in Turkey—lifted NPS by over 20 points, demonstrating Medallia’s measurable effect.

Zurich Insurance

Gabor Dani

Customer Centricity Leader