The immediate automatic response stopped the departure of thousands of insured individuals.
Challenge
The Slovak Insurance Company lost thousands of clients with motor insurance every year due to slow responses to submitted cancellations. Manual processes could not handle the volume of cancellations, and clients left for competitors before the insurer could react.
Main Challenges
Loss of up to half of potential reactivations due to delayed contact with the client
Average response time of 10 days from the submission of cancellation - too late
Call center and salespeople had no visibility into the process - they do not know who is leaving
Manual processing of each cancellation - without prioritization and automation
Lack of personalized offers - everyone received the same template offer
Solution
We implemented an AI system that automatically captures a cancellation 70 days before the anniversary date and creates a personalized offer with a custom discount within 24 hours. An email with a payment link goes to the client, the call center receives a notification, and the salesperson sees the offer details in CRM.
How We Solved It
We connected three internal systems (CRM, DMS document system, payment gateway) into one automated process. The system tracks all anniversary dates and automatically starts a retention campaign for each client 70 days in advance.
AI generates personalized offers tailored according to the insurer's business rules and the client's history. The system calculates the optimal discount, selects the right tariff, and creates a professionally formatted email with beautiful design.
Each salesperson receives automated tasks in CRM with a complete overview: which client is leaving, what offer was sent to them, what the discount is, and what the deadline is. The salesperson knows exactly what to do.
If the client does not pay within 48 hours, the call center automatically receives a task for a follow-up phone call. No client slips through the cracks. The system ensures that everyone gets a follow-up.
Real-time dashboard shows daily current campaign numbers: how many cancellations were captured, how many offers were sent, how many clients paid. Management sees the results every day.
Technologies used: CRM integration, DMS system, Payment Gateway API, Workflow automation, Dashboard analytics
Results
<24h Response to Cancellation: Less than 24 hours instead of the original 10 days
Significantly higher reactivation rate: Substantially more clients returned during the pilot
Flawless data quality: Eliminated duplication and errors
Wow Factor
For the first time in the history of the insurance company, three internal systems are connected into one automated process. From capturing the cancellation to checking business rules, creating a personalized offer with beautiful design, sending it to the client with a payment link, to automatically informing the call center - everything happens without any manual intervention. Fully automated process without a single manual step.
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