Case Study: Direct Line achieves higher renewal engagement and clearer policy understanding with Pitney Bowes EngageOne Video

UK insurance industry’s “fixer” develops effective remedy to simplify coverage

Direct Line, one of the UK’s largest insurers, needed a better way to help policyholders understand modular home insurance cover and prompt customers to review renewals. After an RFP, Direct Line selected Pitney Bowes and its EngageOne® Video to create personalized renewal communications that would capture attention beyond traditional documents.

Pitney Bowes, working with Saatchi & Saatchi, delivered bespoke personalized videos linked from renewal emails that highlight each customer’s selected cover and options they haven’t chosen. The campaign achieved a 50% email open rate, roughly 30% click-through rate and a 66% video completion rate, driving strong engagement and improving customer understanding while reinforcing a customer-first approach.

Direct Line

Katrina King

Director of Customer Value and Experience