The stakes are high. A positive claims experience is the second most common factor that keeps policyholders loyal, even if rates increase. But that trust is fragile: 79% of policyholders would consider switching after just one bad claims experience. The first impression is critical. 60% of consumers will abandon a purchase if their preferred payment method isn’t offered. The renewal experience can be make-or-break for retention. For most home and auto policyholders, the decision to renew is an active choice, not a default. Delivering a simple, smooth customer experience can be the difference between securing a renewal and losing a customer to the competition.