Insurance Company Boosts Outbound Call Accuracy to Reduce Churn

A top U.S. property and casualty insurance provider, known for its broad member base and commitment to proactive service.

When their outbound calls get marked as spam, insurers can lose more than just opportunities to connect. If certain calls get ignored, they can lose customers.

The insurer’s most critical outbound calls—including those warning members about potential coverage loss—were getting spam-flagged by carriers. This not only reduced contact rates but also increased churn risk. The company needed a compliant, scalable solution to improve call legitimacy and ensure outreach reached the right members at the right time.

CSG helped the insurer register outbound numbers with major carriers, ensuring calls appeared as legitimate to recipients. The solution also included enhanced number recognition to verify contact validity and compliance with Do Not Call registries.

With these improvements, the insurer launched more than 30 targeted outbound campaigns—each tailored to specific customer segments and regions. These included high-priority loss-of-coverage notifications, which proved critical for retention.

With more accurate and recognizable outbound calls, the insurer connected with more members, saving thousands of them from churning.