Case Study: a leading life insurance provider reduces cancellations by 35% with SurveySensum AI-powered feedback analytics

How a Leading Life Insurance Provider Identified and Stopped Misselling Across 150+ Branches

The leading life insurance provider faced a significant challenge with potential misselling across its 150+ branches. They were inundated with thousands of monthly NPS feedback comments but lacked the ability to analyze them effectively. With manual analysis being unscalable and insights failing to reach regional managers, they turned to vendor SurveySensum for a solution using its SensAI text analytics.

SurveySensum implemented its AI-powered platform to automatically tag and analyze customer verbatim, instantly identifying patterns of misselling. They provided hierarchical dashboards that gave branch managers real-time access to their specific feedback, enabling targeted interventions. This solution led to a 35% drop in refunds and cancellations and a 7-point increase in NPS, establishing clear accountability across all branches.