Insurance
18% improvement in policy renewal rates within the first year.
We built a customer retention platform for a multi-line insurance provider that rewards policyholders for renewals, bundles, referrals, and claims-free periods - improving renewal rates by 18% and generating $2.4M in referral-driven new premiums.
Client
A multi-line insurance provider
Industry
Insurance
Timeline
10 weeks
Team Size
3 engineers + 1 designer
Impact
Renewal rate improvement
Referral revenue
Multi-policy bundle rate
Renewal rate improvement: Improvement in annual policy renewal rates within the first year of the program launch.
Referral revenue: New premium revenue generated from 3,200+ successful referrals tracked through the platform.
Multi-policy bundle rate: Increase in customers holding two or more policies after cross-sell recommendations launched.
“We spent two years talking about loyalty. 1Raft shipped it in ten weeks and the renewal numbers moved in the first quarter. The referral engine alone paid for the entire project.”
The Challenge
The insurer's annual policy renewal rate had dropped from 87% to 79% over three years as price-comparison aggregators made switching effortless for customers.
Referral programs were tracked manually by agents in spreadsheets, resulting in delayed or forgotten rewards that frustrated referring customers and killed word-of-mouth growth.
The insurer had no unified view of customer lifetime value across their auto, home, and life product lines, making it impossible to identify high-value customers at risk of churning.
What We Built
Built a policy-linked rewards engine that automatically credits points for renewals, bundle additions, claims-free milestones, and referrals - with tier-based multipliers that accelerate rewards for long-tenure customers.
Created a digital referral tracking system integrated into the member portal where policyholders generate unique referral links, track referral status in real time, and receive instant notifications when their referral converts to a policy.
Developed a customer lifetime value dashboard that aggregates data across all product lines, identifies cross-sell opportunities, and flags high-value customers showing churn indicators (late payments, quote requests from comparison sites).
Related Work
Insurance loyalty programs reward policyholders for behaviors that indicate retention: on-time renewals, adding additional policies (bundling), claims-free periods, and successful referrals. Points or tiered rewards create switching costs that price-comparison aggregators cannot replicate, because the value compounds with tenure.
Next Step
One call with a founder. No sales team, no follow-up sequence. If we can't help, we'll say so.