Major UK Insurer

The Challenge

One of the UK's largest insurers, with a customer base spanning decades, was losing contact with hundreds of thousands of customers every year as people moved home without updating their details.

The existing batch-based tracing approach was expensive and yielding diminishing returns. Each tracing cycle took weeks to complete, and by the time results were returned, many customers had already been lost for months.

The Solution

The insurer shifted from reactive batch tracing to Trace's proactive real-time reconnection model. Move data feeds were integrated directly into the existing CRM systems, enabling automated matching and notification workflows.

Rather than running periodic batch traces, the system continuously monitors for customer moves and flags matches as they happen, dramatically reducing the time between a customer moving and being reconnected.

The Results