Reducing Cancellations & Driving Retention

During the COVID-19 pandemic, Homesite Insurance saw a sharp increase in renters attempting to cancel policies online—often because they were moving, not because they were dissatisfied. The existing servicing experience forced customers into costly call-center interactions and failed to support common life transitions.

I worked on a UX initiative that redesigned the cancellation experience to clarify intent, support policy transfers, and provide clear online choices. The result was a measurable reduction in call volume, improved retention, and a more empathetic servicing experience during a period of high emotional stress.