CSG Customer Story

How an insurance company boosts outbound call accuracy to reduce churn

10%

increase in customer contact accuracy

$70–100M

in annual revenue retained

days to launch new campaigns

closeup smiling older woman talking on phone outside

Summary

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

For one leading property and casualty insurer, this challenge was especially urgent: their most critical calls were going unanswered, including notifications about potential coverage loss due to nonpayment. With CSG, the insurer improved call recognition and compliance, helping them reach more members and retain millions in revenue.

The Customer

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

The Challenge

The insurer’s outbound calls—including those warning members about potential coverage loss—were getting marked as spam 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.

The Solution

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.

Business man in home office using phone and computer

Reach Customers Where It Matters Most

This insurer didn’t just improve call accuracy. They made sure every message lands where it counts. Whether it’s voice, SMS or push notifications, CSG helps businesses connect with customers on the channels they trust. Explore how CSG Xponent can help you deliver timely, relevant outreach that drives action.

Learn About CSG Xponent Communications Control