CoverSure: Redefining Post-Purchase Insurance Engagement
An AI-first InsurTech startup transforming the way India experiences insurance.
Problem Statement
Despite offering strong insurance products, CoverSure faced challenges in driving sustained app engagement after purchase. Customers often disengaged post-onboarding, relying too heavily on agents for basic queries, and lacked clarity about policy benefits, coverage, and claims. This resulted in missed opportunities for education, retention, and loyalty.
Our Approach
To design a targeted engagement strategy, we:
- Conducted 40+ in-depth user interviews to understand behavior and pain points.
- Mapped the post-purchase user journey to pinpoint engagement gaps.
- Developed 7 high-impact feature proposals backed by feasibility and impact studies.
The focus was on personalization, education, and community-driven engagement.
Solutions Delivered
Insuly Chatbot
An AI assistant for instant policy-specific queries, guiding claim processes, clarifying coverage, and sending renewal reminders.
User Community Forum
A peer-to-peer Q&A hub for policyholders to share tips and real-life experiences, fostering trust and long-term engagement.
Cost Estimator Tool
Enabled users to estimate medical treatment costs based on policy coverage, improving transparency and decision-making.
Vehicle Management Tools
Integrated APIs for challan records, PUC validity, and vehicle insurance details—providing everyday utility features.
Insurance Guidebook
Converted complex insurance concepts into visual stories and interactive quizzes, boosting literacy and comprehension.
Personalized Nudges
Smart notifications and trackers for renewal alerts, coverage optimization, and claim status updates.
Impact
For Users
Better awareness of policies without agent dependency, easier access to resources, and stronger engagement through personalized features and community support.
For CoverSure
Boost in app retention rates, positioning as a post-purchase engagement leader, and creation of a scalable engagement framework adaptable across insurance verticals.
Through this initiative, CoverSure established itself not just as an insurer, but as a lifelong partner in navigating customers' insurance journeys.
Team Members
Aashi Jain
Satyam Sinha
Ronak Jain
Agam Pandey
Vinay Joshi