Case Study: Leading Life Insurance Provider reduces customer churn with Quantiphi's predictive analytics

Leading Life Insurance Provider - Customer Case Study

Leading Life Insurance Provider, a life insurance company with over 100,000 active policies, was facing high customer churn, low retention, and dissatisfaction caused by misdirected collection efforts. Quantiphi helped address this challenge by building a predictive churn model based on demographics and payment history, using data from CRM, policy administration, call center, and customer demographics systems.

Quantiphi developed the model in R to identify high-risk policies and assign a persistency score, using techniques such as Random Forest, Adaptive Boosting, multicollinearity analysis, and Cramer’s V, then industrialized it for monthly one-click deployment. The solution achieved 69% accuracy in identifying high churn-risk customers, with 77% accuracy on the testing dataset, helping improve customer retention through better call center spend allocation and policy management.