Initial Situation

Customer retention is one of the most important levers for growth in the health insurance sector. To reduce churn effectively, it is essential to understand the underlying reasons in detail and take strategic action. As part of its overarching growth strategy, our client — a Swiss health insurer — commissioned us to develop a retention framework and targeted measures to strengthen long-term customer relationships and reduce cancellations.

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Our Contribution

• Analyzed customer data with a focus on terminations and identified internal and external cancellation drivers
• Identified patterns in termination behavior across customer segments
• Developed a retention framework, and defined proactive measures to reduce churn and increase loyalty
• Prioritized and aligned key actions jointly with the management team and supported implementation in relevant business units