NPS Recovery Programme for a Regional Life Insurer

This reflects the type of challenge our consultants are built to solve, drawn from real industry experience. The company's NPS was -11 and had been declining for three straight measurement periods. The management team knew it was bad. What they didn't know was which of the hundred things that could be wrong were the two or three actually causing it. Customers were complaining about renewal confusion and claims friction, but those are symptoms, not root causes. Agents were fielding 58% of renewal calls that the policy design intended to be self-service, which meant the agents were also frustrated. Four claim types required a branch visit, for customers who could sometimes be hours away from one.

Full journey mapping across five customer archetypes, not to produce a diagram, but to identify the 14 friction points that were in the insurer's direct control without regulatory changes. A WhatsApp renewal reminder and self-confirmation flow was built over 6 weeks with the IT team. Four claim types were digitised for remote intimation. Front-line staff at 14 branches were trained on a revised conversation guide for renewal-related complaints, because the call wasn't going away immediately, but the experience of the call could improve.