Microsite for Policy Retention

We routinely work with insurance companies of all sizes, but partnering with SBI Life was a particularly exciting milestone for us, as they are one of the biggest in India! Demonstrating $8.38B embedded value and total AUM reaching $53.5B. They maintain a 99.4% claim settlement ratio. 

They came to us facing a massive retention hurdle.

Customers were letting their life insurance policies lapse after years of paying premiums, feeling like the immediate cost was an endless burden while completely forgetting the long-term benefits.

When a policy was about to lapse, SBI Life would send out dense, multi-page PDFs filled with complex terminology. Naturally, nobody read them. With millions of active policies, having agents call everyone for a 1:1 explanation simply wasn't scalable.

We loved diving into this challenge!

We sat down directly with both the policyholders and the agents to understand the exact disconnect during the cancellation experience.

We discovered a huge missed opportunity: agents actually had fantastic retention levers, like premium holidays or delayed payment options. The customers just had no idea these lifelines existed because they were buried deep within legal jargon.

We completely ditched the outdated PDFs.

Instead, we designed and implemented a dynamic, personalized microsite that triggers exactly when a customer enters the cancellation flow.

It provides a highly visual, easy-to-digest recap of the wealth they've already built and clearly explains their alternatives to canceling in plain, accessible English.

The impact was immediate and incredibly rewarding!

Customers could finally understand their options at a glance without needing to decode a manual. This drastically reduced the routine workload for agents, freeing them up to tackle more complex issues.

Best of all, the churn rate for people attempting to cancel their policies plummeted by a massive 1.9X!