Paid in 30 seconds with a QR code

Challenge

The insurance company needed to retain clients in the motor insurance segment. The original RNW communication was boring, with no instant payment option and lacked clear upsell/cross-sell offers. There was no recovery process after cancellation.

Main Challenges

• Unattractive RNW email design - clients ignored them

• Without the option for instant payment - clients had to search for the account and variable symbol

• Low upsell rate for higher packages (PLUS, MAX) - lost opportunities

• Poor system support for client recovery after cancellation - manual process

• Low activation of the digital portal - clients did not know the benefits

Solution

We launched a new RNW communication design with a QR code for instant payment, intelligent upsell offers (PLUS, MAX) based on the vehicle's age, and cross-sell offers for property insurance. Plus, an automated recovery campaign after cancellation.

How We Addressed It

We created a new premium email design with the client's vehicle ECV, their current coverage package (Optimum/PLUS/MAX), and a large QR code for instant payment. The client sees their car, knows what is covered, and can pay immediately.

Intelligent upsell offers based on the vehicle's age: if the client has a car younger than 6 years with a basic package, they receive a MAX offer (comprehensive + premium coverage). If the car is 6-12 years old, they receive PLUS. The offers are targeted.

Cross-sell offer for property insurance 'My Home' for clients who do not have home/apartment insurance. The system automatically identifies clients without this insurance and offers it to them in the RNW motorcycle campaign.

Automated recovery campaign triggered 70 days before the anniversary date. The system coordinates the call center and salespeople: everyone knows who is leaving, what offer was sent, and when to contact the client.

Multi-level reminders via email and SMS: 3 weeks before the anniversary, 2 weeks before, 1 week before, and then the same rhythm after the anniversary date. The client receives regular gentle reminders without spam.

Technologies used: QR payment API, Email + SMS automation, Upsell/cross-sell engine, CRM workflow, Multi-channel campaigns

Results

1. Increased retention in the motor segment

2. Significant increase in portal activation among inactive clients

3. Average payment time of just 9 days

Wow Factor

The first fully integrated QR payments directly into RNW emails in the motor segment on the Slovak market. The client receives an email with the ECV of their car, personalized coverage, and a QR code - scans it with their phone and pays within 30 seconds. No searching for an account, no variable symbol. QR payment within 30 seconds directly from the email.