Customer Story

Challenges

The insurer wanted to strengthen renewal intent, deepen customer engagement, and create meaningful touchpoints throughout the policy lifecycle. However, outdated loyalty structures and manual reward processes made it hard to engage digital-first customers or influence behavior at the right time. The organization needed a modern, automated system capable of driving continuous customer participation.

• Declining renewal rates: Policyholders increasingly switched to competitors due to the absence of tangible rewards or incentives tied to renewals.

• Lack of engagement between policy periods: After purchasing a policy, customers received almost no proactive engagement, which weakened recall and loyalty at renewal time.

• No-claim years went unrecognized: Customers who maintained a claims-free record received no acknowledgment, creating a missed opportunity to reinforce positive behavior.

• Disconnected communication channels: Marketing teams relied heavily on batch emails without personalization, real-time delivery, or behavioral targeting.

• Manual reward fulfillment: Reward distribution during campaigns, renewals, and referrals was slow, inconsistent, and dependent on manual operations—reducing the emotional impact of customer recognition.

Personas Involved

• Head of Customer Engagement: Oversees loyalty strategy, customer lifecycle campaigns, and digital engagement metrics.

• Marketing Director: Manages communication, cross-sell campaigns, and renewal promotions.

• IT & Data Analytics Teams: Handle platform integrations, customer segmentation, and trigger-based automation.

• Customer Service & Claims Managers: Track customer satisfaction scores and retention metrics.

The Solution

The insurer transformed its customer retention strategy by shifting from generic loyalty programs to a dynamic, gamified engagement ecosystem. The platform delivered personalized journeys, instant rewards, and automated triggers—making renewals feel rewarding rather than routine. This shift helped the insurer stay top-of-mind and build emotional loyalty among policyholders.

• Gamified renewal and referral program: Milestone-based challenges, badges, tiers, and leaderboards encouraged customers to renew early, refer peers, and stay active across product lines.

• No-claim recognition: The system automatically rewarded customers with cashback, vouchers, and meaningful experiences for maintaining a claims-free year—turning a routine insurance behavior into a celebrated achievement.

• Mobile-first experience: A fully mobile engagement layer allowed users to check renewal offers, track rewards, receive alerts, and redeem incentives through an app-centric experience tailored to GCC digital behavior.

• Cross-sell incentives: Integrated CRM data enabled targeted incentives for customers purchasing additional policies—improving product depth and wallet share.

• Omni-channel communication: WhatsApp, SMS, email, and in-app messaging created highly personalized retention journeys based on customer segments, claim history, policy type, and engagement levels.

• Instant payouts and redemption: Rewards were delivered through a GCC-wide marketplace with instant digital vouchers, cashback options, and localized experiences, elevating customer satisfaction.

• Data-led campaigns: Real-time analytics identified churn-risk customers and triggered personalized offers and nudges—helping the insurer intervene at the right moment.

Impact & ROI

• 48% improvement in renewal rate across life and motor insurance segments

• 62% increase in customer engagement on the mobile app

• 38% growth in referral-led policy sales

• 41% rise in cross-sell conversions within six months

• 70% of policyholders interacted with at least one gamified challenge

• 87% customer satisfaction rate across renewal campaigns

• 5.1M AED distributed in automated rewards and incentives

Conclusion

Through Xoxoday’s platform, the insurer shifted from transactional customer relationships to long-term engagement. Gamified renewals, mobile-led experiences, and real-time incentives turned customers into active participants in their insurance journey.  

Within a year, the insurer achieved 48% higher renewals, improved cross-sell conversions, and created an engagement ecosystem that drove both trust and profitability—setting a new standard for policyholder loyalty in the GCC insurance sector.