Customer Story

Challenges

The insurer needed a stronger and more reliable renewals framework to keep pace with rising customer churn and growing administrative demands. Manual processes slowed execution, weakened team motivation, and made it difficult to track policy persistency at scale. The organization required a system that could unify tracking, incentives, communication, and reporting under one automated platform.

• Manual renewal tracking: Agents depended on spreadsheets for targets and commissions, often missing deadlines and creating inconsistent payout cycles.

• Low team motivation: Delayed incentives, lack of recognition, and repetitive renewal tasks made it hard for executives to stay energized and focused.

• Limited communication visibility: Renewal reminders and updates were scattered across email threads, making coordination challenging across branches.

• No real-time insights: Supervisors lacked an accurate view of funnel progress, agent productivity, renewal stages, and pending payouts.

• Unstructured recognition: High-performing renewal agents rarely received timely recognition, impacting morale and accountability.

• Absence of gamified motivation: Without competitive motivators like badges, challenges, or rankings, renewal targets felt monotonous and transactional.

Personas Involved

• Renewals Head: Oversees renewals performance, team motivation, and policy persistency.

• VP – Operations & Retention: Tracks renewal KPIs, payout accuracy, and customer churn.

• Renewal Agents: Engage with customers for renewals, upsells, and retention campaigns.

• HR & Sales Enablement Teams: Manage communication, recognition, and incentive campaigns.

• Finance Teams: Validate commission and incentive payouts.

The Solution

To strengthen policy persistency and make renewals more predictable, the insurer implemented an automated incentives and gamification framework. The platform brought clarity, structure, and motivation to renewal operations by combining performance tracking, instant payouts, and behavior-driven communication. This unified system helped renewal teams stay proactive, informed, and consistently aligned with organizational goals.

• Early renewal campaigns: Automated reminder sequences and reward-led journeys encouraged customers to renew earlier, helping executives improve persistency metrics.

• Cross-sell incentive drives: Upsell triggers and bonus slabs were configured to reward agents for achieving add-on rider or multi-policy targets.

• Digital-first renewal channels: Customers were nudged to renew through app-based flows and auto-debit, reducing dependency on manual paper-based processes.

• Win-back campaigns: Lapsed customers were re-engaged with personalized offers and recognition-based messaging to revive premium revenue.

• Gamified performance dashboards: Leaderboards, badges, contests, and real-time performance visibility elevated motivation and created healthy competition across renewal teams.

• Compliance automation: Built-in audit trails, approval flows, and SLA-based alerts ensured accurate documentation and zero-error renewal reporting.

Impact & ROI

• Insurance provider improved persistency ratio by 28% with early renewal campaigns.  

• Renewal executives increased add-on rider adoption by 2.1x during upsell drives.  

• 70% of renewals shifted to app and auto-debit, reducing costs and leakages.  

• Win-back campaigns revived 15% of lapsed policies, recovering premium revenue.  

• Renewal interactions lifted CSAT scores by 22% across life and health products.  

• Renewals team achieved zero audit breaches across three consecutive quarters.

• 4.7/5 average satisfaction score from renewal teams

Conclusion

With Xoxoday’s platform, the insurer redefined its renewal operations by merging automation, gamification, and mobile-first engagement. Real-time dashboards, instant payouts, and integrated communication helped the renewals team stay focused and motivated.  

Within months, the insurer recorded a 57% rise in renewal efficiency, improved persistency, and reduced administrative overhead — proving that transparent incentives and data-driven engagement can transform renewals into a strategic growth driver.