Building a Digital Claims Platform for an Insurance Company

The Challenge

The company had a good product but was stuck. Customer acquisition costs climbed each quarter, organic growth had flatlined, and the sales team spent too much time on leads that went nowhere. They knew the product worked -- they just had no repeatable way to get it in front of the right people.

Our Approach

Research, Analysis, and Strategic Foundation

• Pulled user behavior data from every touchpoint and found where people were leaving and why
• Benchmarked against five competitors to see what was working in the market and what was not
• Set up a measurement framework tied to actual business outcomes, not vanity metrics

Design, Development, and Implementation

• Redesigned the key user flows based on the research findings, cutting three unnecessary steps from signup
• Built a testing framework so the team could ship changes weekly instead of monthly
• Added personalization based on what users actually did in the product, not just demographics
• Created dashboards that gave the leadership team a clear picture without requiring a data analyst to interpret them

Launch, Optimization, and Scale

• Scaled the campaigns that were working and shut down the ones that were not
• Expanded into two adjacent market segments that early data suggested would convert well
• Signed partnership deals with three complementary companies to reach new audiences
• Built retention programs focused on the first 90 days, where most churn happened

Key Takeaways

1. Reducing monthly churn by 2 percentage points had the same revenue impact as increasing new signups by 15%. Retention math is unforgiving.
2. The highest-performing acquisition channel was word of mouth from users who genuinely liked the product. No ad campaign came close.
3. When marketing, sales, and product all tracked different numbers, every meeting turned into a debate about whose data was right. Agreeing on metrics first eliminated that.
4. Translating the website was not enough. Each market needed different pricing anchors, different trust signals, and sometimes a completely different value proposition.
5. The single biggest ROI came from fixing the user experience. Removing two unnecessary steps from the signup flow improved every downstream metric.

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