Case Study: Hiscox boosts conversions 32% and halves defect investigation time with SessionCam

Hiscox - Customer Case Study

Hiscox, the insurer, engaged SessionCam to help optimize its new quote-and-buy journey and sprint program after spotting high dwell times and form drop-offs that were hurting conversions. Using SessionCam’s click heatmaps, form analytics and session replays (plus its integration with Google Analytics and access to SessionCam’s Insight Consultancy), the team sought to pinpoint and fix problematic form fields and UX issues such as a payment button that broke sessions when double-clicked.

SessionCam’s insights guided A/B tests and copy changes—adjusting error messaging and help text—and enabled pinpoint troubleshooting via session replays tied to Google Analytics. As a result, average field dwell time fell from 45 seconds to 7 seconds, Hiscox’s conversion rates rose by 32% since the new journey launch, and defect investigation time dropped by more than 50%, with SessionCam directly identifying the double-click payment issue that improved conversions.

Hiscox

Oliver Mallich

User Experience Manager