CASE STUDY
Reclaiming Lapsed Customers for a Premier Life Insurance Brand
INDUSTRY:
Insurance (Life)
INDUSTRY CONTEXT: POLICY LAPSE IS A SLOW LEAK IN REVENUE
In the life insurance sector, policyholder attrition through lapses poses a silent but significant threat to both revenue and long-term customer value. For most providers, retention of in-force policies—especially in the deep-lapse segment (3+ years overdue)—is a tough nut to crack.
This case involves one of India’s top private life insurers, with over 8 million policyholders and a diverse portfolio of term, endowment, and ULIP products. Despite strong acquisition numbers, the brand faced mounting losses from inactive and unpaid policies—particularly from legacy customers who had lost touch with the brand.
This case involves one of India’s top private life insurers, with over 8 million policyholders and a diverse portfolio of term, endowment, and ULIP products. Despite strong acquisition numbers, the brand faced mounting losses from inactive and unpaid policies—particularly from legacy customers who had lost touch with the brand.
MAS CALLNET + CALLMASTER AI: ENGINEERING PERSISTENCY WITH PRECISION
Mas Callnet collaborated with the insurer to implement a dedicated Policy Retention Desk, designed specifically for deep-lapse and high-risk customer recovery. With CallMaster AI at its core, the solution emphasized data-backed prioritization, compliance assurance, and humanized engagement.