Case Study: a large supplemental insurance client boosts customer retention with Taylor Corporation

a large supplemental insurance client boosts policy retention 9% with Taylor Corporation

Taylor Corporation partnered with a large supplemental insurance client who faced high policy lapse rates due to a lack of post-sale communication, threatening their first-year customer retention.

Taylor Corporation designed and executed a yearlong multi-touch communications program using personalized direct mail, including postcards, letter packages with keepsake items, a newsletter, and greeting cards. This solution dramatically decreased lapse rates, increasing customer retention by 9% against a 3% goal. The campaign also led to households holding 36% more policies and boosted the client's annual premium value by $7 million.