01 / Common assumption
The cause is sought in price, weak brand communication, or the quality of the company’s own sales system.
Insurance company
The customer leaves before reaching the company
Problem
Customer churn is rising even though pricing, coverage, and claims handling remain competitive. Management is considering discounts and loyalty programs.
02 / What the diagnostic revealed
Competitors have moved sales to a third-party AI-enabled online aggregator that compares policies, explains differences, and creates a shortlist. The company protects margin through its own channel, but the customer’s decision increasingly happens before any visit to the insurer’s site. Without structured product data and an integration, its offer is absent from the consideration set.
03 / Core constraint
Access to the new point of decision and digital distribution channel — not price or product quality. The company is optimizing local margin while losing total deal flow.
04 / COFB
COFB intervention scenario
- 01
Run a controlled aggregator pilot for one standard product and one segment.
- 02
Provide quote, comparison, and bind APIs with transparent, auditable rules; structure coverage and exclusion data.
- 03
Keep the owned channel for complex, high-margin products where advice creates additional value.
- 04
Compare channels by contribution margin after commission, CAC, retention, and LTV — not by the gross margin percentage of one policy.
- 05
After purchase, move service, renewal, and cross-sell into the company’s owned ecosystem.
05 / How to verify the hypothesis
Share of relevant shortlists, number of quotes and bound policies, channel profit after commission, customer retention, and cannibalization of owned-channel sales.