Optimized Insurance Platform for Higher Customer Retention and Incentive Flexibility
Policyholders Would Often Not Renew Their Insurance After the First Year
The client faced a challenge in retaining policyholders beyond the initial coverage period. Although they had a foundational retention framework in place, loyalty rewards and discounts for long-standing customers were limited. At the same time, the claims journey was perceived as complex. Users had to complete multiple steps with limited guidance and the experience of using the platform was unintuitive. These issues ultimately led to low renewal rates.
Another challenge that the client was dealing with was reacting to evolving market trends and keeping up with other insurance providers while maintaining profitability. Doing so required, for instance, the ability to dynamically adjust discount levels or introduce new incentives. The underlying system made such responsiveness difficult to achieve.
Our Developers Boosted Retention Rates with Innovative Features
DAC.digital provided experts who joined the client’s retention team. Joining forces resulted in the development of several impactful retention features:
- The option to switch from annual to monthly billing during policy renewal
Thanks to that, client’s customers can enjoy greater flexibility, as well as more accessible and affordable coverage.
- Automation of policy renewals and product-level billing adjustments
With automation the renewal process for plans with paid or free add-ons became much easier.
- Loyalty points system integrated into the renewal flow
Customers now enjoy a rewards mechanism where they are offered free or discounted add-on services if they choose to renew their policy, incentivizing policy continuation.
Each of these features contributed to the client observing an increase in retention rates.
The Collaboration Also Led to a More Flexible, Scalable System
Thanks to the help of DAC.digital, the client’s platform gained the technical and functional capabilities needed to drive retention and support future growth. Key achievements have been:
- Development of new retention features, such as a loyalty rewards program offering personalized discounts or free services when policies are renewed.
- Redesign of the policy renewal flow to boost user experience, make navigation more intuitive, and better support various customer types, payment methods, and insurance combinations.
- Implementation of system improvements that allowed the business to quickly adjust incentives in response to market predictions and profitability targets.
- Continuous refactoring of legacy code to improve maintainability, performance, and compatibility with the client’s platformization strategy.
Notably, DAC.digital contributed to both the first and second generation of the loyalty system, which allowed customers renewing their insurance to receive tailored incentives such as service discounts or vouchers – features that directly supported retention objectives.
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During the Process, the Client’s Legacy Codebase Was Modernized to Support System Advancements
Years prior to DAC.digital getting involved in the project, the client had outsourced development to an external vendor who delivered key parts of the platform without following consistent architecture standards.
When the vendor stepped away, they were left with a complex, outdated, and poorly documented codebase. This created long-term maintenance issues and architectural inconsistencies that persisted across various modules.
The codebase lacked modularity, was not optimized for performance, and had minimal alignment with the client’s newer, platformized infrastructure. For instance, many components had not been containerized, and they did not follow cloud-native standards such as Kubernetes orchestration or integrated security measures like Cloudflare. Because of this, any changes – such as altering discount values or introducing new incentives – often required time-consuming manual intervention.
In addition, the system operated within a microservices architecture where services had dense interdependencies. This caused delays and conflicts, especially when multiple teams unknowingly modified the same microservices. Developers were frequently required to analyze unfamiliar parts of the system under tight sprint deadlines, further slowing the delivery of improvements.
DevOps Collaboration: CI/CD Pipelines Coordination and Infrastructure Adaptation
DAC.digital’s engineers collaborated closely with the client’s internal DevOps team. Since the platform was hosted on Azure and utilized tools like Kubernetes and containerization, our developers were responsible for maintaining CI/CD pipelines to guarantee seamless deployments.
If any CI/CD pipeline issues arose, they would play a key role in solving them. Additionally, if any infrastructure modifications were needed our developers would flag it to the client’s DevOps team, suggesting the necessary changes.
Tech Stack
- C# microservices architecture
- Azure Cloud Services (including, not in any particular order, but not limited to Azure Service Bus, AKS, KeyVault, Logic Apps, Azure AD, Cosmos DB, Application Insights, Azure Functions, App Configuration, Azure DevOps)
- SQL Server
- Redis
- Cloudflare
- Snowflake
- nginx
- React Native
- Nextjs
- ContentStack
- LaunchDarkly
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