Building Device Insurance Renewals from the Ground Up

The Challenge

Imagine trying to renew device insurance across multiple major OEMs when no centralised system exists. That was the reality facing millions of customers – and a massive missed revenue opportunity for manufacturers.

The problem was fragmentation at every level. Each OEM had its own processes, different legal requirements, varying commercial structures, and zero coordination between partners. Customers were falling through the cracks, renewals were manual nightmares, and nobody had figured out how to create a unified solution that worked for multiple manufacturers.

For the OEMs, this meant lost recurring revenue and frustrated customers. For the insurance ecosystem, it meant inefficient operations and missed growth opportunities. The industry needed someone to pioneer a centralised approach – but the complexity of multi-partner negotiations made it a challenge everyone was avoiding.

Our Strategic Approach

Financial Modelling First
Before approaching any OEM, we built comprehensive financial models that demonstrated the revenue potential for all parties. This wasn’t just about insurance renewals – it was about creating a new revenue stream that benefited manufacturers, customers, and insurance providers.

Navigate Complex Legal Landscape
Each OEM had different legal requirements, commercial expectations, and operational constraints. We spent months negotiating agreements that worked for everyone whilst maintaining competitive pricing structures that customers would actually accept.

Overcome Initial Scepticism
The concept was so new that initial reactions ranged from cautious to outright sceptical. We had to prove not just that it could work technically, but that it made business sense for major manufacturers to participate in a shared renewal platform.

Implementation & Innovation

Simplicity-Focused Design
The operational foundation centred on making renewals as effortless as possible. We designed user-friendly online purchase journeys, personalised communication sequences, and strategic marketing approaches that drove engagement without overwhelming customers.

Smart Financial Features
Introduced No Cost EMI options and targeted messaging for customers with claims history. These weren’t just nice-to-have features – they were strategic tools that addressed specific barriers to renewal whilst increasing overall programme value.

4-Month Sprint to Launch
From concept to live programme in just 4 months, including all legal negotiations, system development, and operational setup. This aggressive timeline required parallel workstreams and constant coordination between multiple stakeholder teams.

Results & Future Growth

Exceeded Initial Projections
Both OEMs achieved renewal rates that surpassed our initial conservative estimates. Even more importantly, we proved that a centralised model could work across different manufacturer ecosystems without compromising brand identity or customer experience.

Technical Challenges Overcome
Despite encountering unexpected technical integration challenges during implementation, our team’s agility ensured customers experienced seamless renewals. These obstacles became learning opportunities that strengthened the platform for future expansion.

Future Evolution Roadmap
With the foundation proven successful, we’re focused on hyper-personalisation capabilities, increased call centre productivity through automation, and advanced analytics implementation. The goal is driving higher renewal rates whilst delivering superior customer experiences across all partner networks.

What We Learned

Financial Models Open Doors
Having comprehensive financial projections before approaching partners made negotiations faster and more productive. When everyone can see the revenue potential clearly, alignment becomes much easier.

Industry-First Means Extra Patience
Being the first to attempt something this complex meant educating partners about possibilities they hadn’t considered. Initial scepticism was normal – persistence and proof points won the day.

Simplicity Scales Better Than Complexity
The most successful features were the simplest ones. No Cost EMI and personalised messaging worked better than elaborate technical solutions because they solved real customer problems directly.

Multi-Partner Success Requires Shared Value
Every stakeholder – OEMs, customers, insurance providers – needed clear benefits for the programme to succeed. Win-win-win scenarios take longer to design but create much more sustainable partnerships.