Case Study: How a Major U.S. Insurer Reimagined Device Protection

Most mobile protection programs have one thing in common.

Once a customer enrolls, the relationship becomes largely passive until a claim is made.

For insurers and protection providers, that creates a missed opportunity.

What if customers had a reason to return long before something went wrong?

The Challenge

A major U.S. insurer partnered with Warranty Life to explore a different approach to customer engagement.

Rather than focusing solely on protection, the objective was to create ongoing value throughout the device ownership journey.

The question was simple:

Can customer engagement be improved by delivering value before a claim?

A Different Approach

Warranty Life introduced Deductible Credits, allowing customers to reduce their deductible through continued participation.

The platform also incorporated:

• Predicted Trade-In insights

• Smart Saver Rewards

• Personalized customer experiences

• Continuous engagement throughout device ownership

Instead of waiting for customers to file a claim, the platform created reasons for them to return regularly.

What We Learned

The deployment challenged several assumptions about traditional device protection.

Customers responded differently when protection became more than insurance.

Rather than interacting only at enrollment or claim time, the platform created ongoing engagement throughout the ownership experience.

The introduction of additional value also opened new opportunities for trade-in engagement, rewards, and future customer interactions.

Why This Matters

Today’s customers expect products to continue delivering value after the initial purchase.

Protection should be no different.

Programs that create ongoing engagement have the potential to strengthen customer relationships while opening new opportunities for loyalty, trade-in, cross-sell, and retention.

Want to See the Results?

This deployment generated measurable insights that are not included in this public article.

If you’re an insurer, carrier, OEM, retailer, or protection provider interested in learning how ongoing customer engagement can transform device protection, we’d be happy to share the full case study and discuss the results.