Saga case study

Saga's travel insurance products are very popular with their customers but although sales were excellent over the telephone, Saga discovered they were losing approximately 80% of online sales enquiries. The reason was simple. Saga customers belonged to a mature demographic which meant an above average number of them had pre-existing medical conditions. Customers going through the sales process online were asked to call a special number if they fell into this category and at that point, many simply didn't take it any further.

Saga were already successfully using our risk assessment tools for sales through their call centre so we proposed extending this to their on-line sales too.  The medical questions were tailored to their existing web sales process and, as a result, Saga soon found their online sales increasing by X%.