Insurer sees ₹100 Cr+ recovery …
The Problem
This insurer processes ₹3,000 Crore in surrender requests annually. Branch teams retain 25–35% of that through direct conversations — a solid result. But that still leaves a large pool of customers walking away.
The insurer wanted one last attempt to reach them. The challenge: running a centralised retention calling operation is expensive and distracting. It means hiring, training, supervising, building tools, and monitoring quality — with no certainty of results. For a mid-sized insurer, that's a significant overhead to justify.
The Solution
The problem was handed to ValuEnable Persist Pro — a fully managed retention service operating on a success-based fee model. No retention, no fee.
ValuEnable took on everything:
- Smarter outreach — the most at-risk, most recoverable customers get prioritised; effort isn't spread thin across the full pool
- Hiring, training and quality monitoring — fully managed, with non-voice channels used alongside calling
- Automated dashboards — the insurer's team reviews a monthly summary, not daily operations
- Persist Pro (ValuEnable's Content Engine) used internally to show customers personalised policy projections during conversations
The success-based structure created built-in accountability: early re-surrenders trigger a clawback of fees, keeping ValuEnable's incentives tightly aligned with genuine, lasting retention.
The Impact
Of the ~₹2,000 Crore passed to RenewMax after branch efforts, 6% is retained annually — ₹100 Crore+ recovered that would otherwise have lapsed.
What's next: From mid-2025, RenewMax has been extended to deep-lapse revival — customers who have already stopped paying premiums. Early results are tracking similarly.
