Case Study: Geoffrey Insurance Services achieves a 12% retention uplift and stronger customer engagement with Precisely EngageOne Video

Interactive personalized videos enhance customer engagement

Geoffrey Insurance Services, a U.K. auto insurer, faced falling engagement and retention among customers who bought policies online — many left without fully understanding payment schedules, required documents or add-on options. To bridge the gap between its high-touch service promise and a mostly digital customer base, Geoffrey selected Precisely’s EngageOne Video solution to deliver personalized communications.

Precisely’s EngageOne Video automatically sends three‑minute, bespoke videos after purchase and again three weeks before renewal that greet customers by name, explain their policy, payments, required documents, FAQs and cross-sell options, and offer chat or callback follow‑ups. The program lifted measurable engagement — 74% of viewers say the videos make them feel cared for, 84% say they better understand their policy, and Geoffrey saw a 12% higher retention rate among customers who watched the videos — and has since expanded the approach beyond online purchasers.

Geoffrey Insurance Services

Russell Wilson

Direct Operations Manager