The challenge

A service team first hears about dissatisfaction when a customer calls to cancel. The premium increased, an alternative quote is available, and the customer feels overlooked. Reps explain the carrier’s position before acknowledging the customer’s experience, making an already tense conversation harder.

The OnCue approach

The proposed Renewal & Retention Saves pilot focuses on listening first, establishing what changed, and agreeing on a review of available options. Reps rehearse explaining only verified reasons for an increase and avoid promising a reduction they cannot deliver. Managers evaluate a sample of eligible real calls against the same standard used in practice.

Research context

J.D. Power’s 2025 auto-insurance shopping figure—57% during the preceding year—illustrates competitive pressure. It is not a cancellation rate or evidence of an effective retention intervention. J.D. Power, 2025

Illustrative outcome

Hypothetical example · Not an OnCue result

Define an at-risk cohort as 100 customers expressing cancellation intent. If 60 remain active after 60 days in the baseline cohort and 68 do so in a comparable pilot cohort, that is eight additional retained customers and an eight-percentage-point difference. This is hypothetical and is not the agency’s overall retention rate.

What to verify

Record carrier actions, price changes, and coverage changes that could explain retention. Confirm the retained policy remains suitable rather than counting any save as success.