Case Study: Leading Multinational Insurance Company doubles online premium conversion and saves seven‑figure costs with Verint Systems' Engagement Management

Leading Multinational Insurance Company - Customer Case Study

A leading multinational insurer in the APAC region faced rising customer demand for online engagement and needed to reduce high volumes of low‑value phone transactions (such as change‑of‑address requests) that were tying up its e‑business customer service team. The company wanted a customer‑centric online strategy to improve the end‑to‑end customer journey, increase self‑service adoption, and free staff to focus on higher‑value interactions.

The insurer implemented Verint Engagement Management—Web Self‑Service, Live Chat and Email Management—going live in eight months with five integrations. Over 12 months the team handled 80,000 chats, online conversion rates for premiums doubled when live chat was used, an estimated seven‑figure saving was achieved through contact deflection, 40% of high‑cost change‑of‑address transactions moved to self‑service, and email response times improved by 24 business hours, while PCI‑compliant data masking helped secure customer exchanges.