Insurance Agency - Pending Cancellation Example
Work with: Mav
Date: 2024
Platforms: SMS
Role: Conversation Designer
Project Overview
How one insurance agency reached its customers to mitigate pending policy cancellations with SMS.
Flow: Pending Cancellation
Medium: Text Message
Goal: Clearly communicate that a customer's policy is pending cancellation. Use the cancellation date to create urgency and imply negative consequences of having your insurance canceled as motivation for driving a call.
Approach: One outreach message, three strategically timed re-engagement messages
Before
Unclear who is sending the message
Unclear result (prevent this from happening)
After
Callout to agency
Clear result
Friendlier, more simplified tone
