CHALLENGE

Insurance products are much the same in the eyes of consumers. However, NRMA offered a premium product but for a premium price - up to 18% higher. After purchase, many new customers felt buyer remorse. Unsure it was worth the expense.

SOLUTION:

Our new welcome program that validated the choice new customers had made, and demonstrated the differences in cover, service and experience that NRMA Insurance offered. More than a generic email, we created a genuine welcome program.

Staff members, the heart and soul of NRMA Insurance, became our ambassadors – translating their years of service and experience into meaningful differences for the customer.

Customer were provided useful information, tools and were welcomed both digitally (email and website) and via a physical welcome pack to create extra impact.

This was part of a larger lifecycle program we developed for NRMA.

RESULTS:

• $4.7m in incremental sales. 

• Increased new customer retention from 91.2% to 97.5%

• Increased cross sell rates by 62%

• Lead capture of renewal dates doubled

Comms Strategy | Creative development | Email & DM