The challenge
A pan-India car insurance broker had 92,000 motor policies on book but renewal rate was stuck at 41%. Reminders went out as bulk SMS that customers ignored. Comparing quotes from 11 insurers was a 40-minute manual exercise per renewal. Claim FNOL was phone-based — customers called at the accident scene and waited 12 minutes for a human pick-up. Policy holders churned to direct insurers every renewal cycle.
How we deployed
- Built a renewal sequence on WhatsApp Business — T-30, T-15, T-7, T-1 with personalised quote previews.
- Auto-pulled comparable quotes from 11 insurer APIs and surfaced the best 3 in-thread.
- Captured first-notice-of-loss on WhatsApp with photos, GPS and policy number in under 90 seconds.
- Routed FNOL with full evidence pack to the correct insurer claim desk while customer was still on scene.
- Synced every quote, renewal and claim event into Zoho CRM with full policyholder history.
What changed
- Renewal rate lifted from 41% to 64% across the 92,000-policyholder base.
- Rs 47 crore in motor premium renewed in two quarters — Rs 15 crore would have churned under the old flow.
- FNOL intake time dropped 78% — customer captures it themselves, advisor confirms in seconds.
- Quote comparison time fell from 40 minutes to under 90 seconds per renewal.
- Customer NPS climbed 19 points on the renewed cohort over the previous year.
"Renewal used to be a churn event. Now WhatsApp gets the customer their three best quotes before the old policy expires and they renew with us 64% of the time."
— Director · Car Insurance Broker