CSG is a true partner. They bring ideas that often save us money and help us succeed.
Moff Stephen
VP of Strategy & Enablement, Horace Mann
Case Study
Horace Mann
40% Lift in Policy Bind Rate
Horace Mann’s 40% Lift in Policy Bind Rate
A quoted-not-sold program, run as test-versus-control, lifted bind rate 40% at 75% below target cost per policy.
Results
What it produced.
40%
Lift in policy bind rate
vs. Control group · Test vs. control · Program to date
75%
Below target cost per policy
vs. Target CPP
1:1
Agent hours returned to selling
How it was measured
Test vs. control across matched cohorts, measured against their own baseline
The challenge
Thousands of prospects received a quote and never converted. Licensed agents were absorbing inbound call volume while trying to run manual outbound follow-up, and there was no structured process or integrated technology holding the follow-up together.
What CSG did
A multi-touch outreach program combining repeated call attempts with SMS, built as a test-versus-control framework so incremental impact could be isolated. Scripting, cadence, frequency and media mix were optimised continuously against the control group.
The outcome
A measurable lift against their own baseline, materially lower acquisition cost, and a repeatable process the team can scale rather than a one-off campaign. Agent morale improved once manual follow-up came off their plate.
In their words
Services behind this result
Industry
Insurance
Carriers and agencies trust CSG to work every lead across phone, SMS and AI voice - from first touch to bound policy.
AutoHealthLifeHomeCommercial
Channels used
Live Agent Calls
Maximise sales with a human touch from on-shore agents trained on your product, your objections and your compliance rules.
AI Messaging & SMS
Personalised conversations at scale, with keyword-driven conditional routing that hands hot replies straight to a human.
Related reading
Insight
How Cross-Sell Maximizes Revenue and Retention
Multi-policy households stay longer and are worth more. The hard part is making cross-sell targeted rather than generic.
Want a result like this on your data?
Book a 30-minute session and we will model the lift against your own volume, not an industry average.
Book a 30-Minute Session