Case Study: Geoffrey Insurance Services achieves 12% higher retention and stronger customer engagement with Pitney Bowes EngageOne Video

Interactive personalized videos enhance customer engagement

Geoffrey Insurance Services, a U.K. auto insurer, faced rising competition and difficulty translating its high-touch service into the digital channel: about 70% of customers purchased online, many missed payments or failed to understand policy details, and uptake of add‑on cover was low. To address these challenges Geoffrey engaged Pitney Bowes and its EngageOne Video solution.

Pitney Bowes deployed EngageOne Video to generate automated, personalized three‑minute videos at purchase and three weeks before renewal that greet customers by name, explain payments, required documents, coverage, FAQs, and promote complementary products, with options to chat or request a callback. The campaign improved perceived care (74% of viewers), policy understanding (84%), and delivered a 12% higher retention rate among customers who watched the videos, prompting Geoffrey Insurance Services to expand the program to offline channels.

Geoffrey Insurance Services

Paul Baxter

Head of Direct