£10m Sum Assured opportunity unlocked from a frozen pipeline.
The New Business division was carrying a 60%+ repeat rate, inflated AHT, and £110m of Sum Assured stuck in operational cycle. MOJO-CX found the 20% of applicants generating 83% of the demand — and unlocked £10m by moving underwriting referrals into straight accepts.
This is the case study that shows what speech analytics looks like when you point it at the commercial line, not just the operational one. The diagnostic didn't just reduce demand — it identified £10m of writeable Sum Assured that the existing underwriting referral patterns were unnecessarily holding up.
A FTSE 100 Life Insurance & Pensions provider was experiencing significant operational challenges in its New Business division. New-quote conversations were generating repeat rates over 60%, AHT was rising materially, and crucially £110m in Sum Assured was "frozen" in the operational cycle — applications stuck in underwriting referral, customer follow-ups, broker chasers, and stalled approvals.
The complexity wasn't evenly distributed: a small minority of customer journeys was driving the majority of the problem.
- Speech and text analytics across 300 FTE, highlighting that 20% of applicants were generating 83% of the excess demand — the classic Pareto, surfaced from the data, not assumed.
- Customer Journey Analytics on brokers, calculating ROI on the worst offenders for excess demand and most complex queries.
- Targeted coaching identifying the agents who were least taking ownership of complex cases — the structural driver of the repeat rate.
- 5% reduction in workload across AHT, Repeat Rate and Transfers — the headline operational lift.
- New broker portal built to automate progress updates and reduce chaser-call volume at source.
- £10m Sum Assured benefit identified by moving underwriting referrals into straight accepts — based on the speech-analytics signal that the referrals weren't actually adding value.
- £10m Sum Assured opportunity unlocked from the underwriting referral cycle
- 5% reduction in operational workload across the New Business division
- Pareto diagnosis — 20% of applicants driving 83% of demand — now actionable instead of hypothetical
- Broker portal built to remove the chaser-call problem at source, not just in the queue
- Repeat-rate reduction directly attributable to coaching the right agents on the right journeys
£110m of Sum Assured frozen in the operational cycle. The MOJO diagnostic told us where the cycle was actually breaking — and £10m of that became live, writeable business in the same quarter.
Analyst AI finds the Pareto. Leader AI coaches the agents driving it.
Analyst AI Auto Discovery identified the 20% of applicants generating 83% of demand, mapped the journeys, and surfaced the £10m Sum Assured opportunity inside the referral pattern. Leader AI Auto Coaching then identified the specific agents whose case-ownership behaviours needed to change — and closed the loop.
Meet Analyst AI and Leader AI →See your own frozen pipeline through MOJO-CX.
Two-week Analyst AI Auto Discovery on one queue. We surface the Pareto pattern and the £ value frozen inside it.