Case Study
Transforming Renewal Outcomes Through Process Mining
A leading U.S. insurance company uncovered hidden process failures that were driving millions in lost premium and fixed them with process intelligence.
Most insurers know they’re losing renewals. Few know exactly why.
When leadership suspects missed opportunities but can’t pinpoint where, why, or how deals are slipping through, the default response is more training, more staffing, more dashboards. But none of that addresses the real problem because the real problem is invisible until you look at the process itself.
This case study shows what happens when you do.
What This Case Study Reveals
- ~50% of lost renewals had no agent action
- Over $1.6M in premium leakage identified in a single segment
- Conversion rates dropped 10–20% without customer outreach
- Early engagement significantly improved retention outcomes
Despite structured renewal workflows, the organization faced:
- High renewal leakage and premium loss
- Declining agent productivity
- Lack of visibility into why deals were lost
Many renewal opportunities were being closed immediately after creation, without any customer engagement often masked by misleading loss reasons.
Leadership needed clear, data-backed answers not assumptions.
Instead of relying on sampling or anecdotal feedback, Cognitio Analytics used process mining and behavioral analytics to reconstruct the true renewal journey.
What We Analyzed
- 8 months of renewal data
- Agent activity and outreach behavior
- Timing of interactions
- State, carrier, and policy-level trends
- Premium value at risk
This enabled a shift from what happened to why it happened and how to fix it.
1. Renewal Losses Were Process-Driven
Nearly half of lost deals had no agent action.
2. Premium Leakage Was Highly Concentrated
A single policy type accounted for the majority of losses.
3. Agent Outreach Directly Impacted Revenue
Delayed or missing outreach significantly reduced conversions.
Turning Insights into Action
Cognitio translated insights into clear operational changes:
- Mandatory customer contact before closure
- Premium-based prioritization of outreach
- Early-stage SLA enforcement
- Targeted playbooks for high-risk segments
- Governance controls to eliminate silent losses
Business Impact
- Millions in at-risk premium identified and addressed
- Clear prioritization of high-impact interventions
- Elimination of process-driven renewal losses
Operational Impact
- Improved agent accountability
- Reduced silent churn
- Data-driven decision-making embedded into workflows
Stop Losing Premium to Invisible Process Gaps
Download the full case study to see how process intelligence can transform renewal performance.