Definitions & concepts

Commonly used definitions in Onesurance

This glossary will help you interpret insights, dashboards and AI predictions in the Onesurance.

Churn (churn Termination)
A customer is considered "churned" when all essential policies within a relationship are terminated. This is the standard definition in our models, but it can be customized. Churn refers to customer loss.

Customer Lifetime Value (CLV)
The expected net revenue from a customerrelationship over its remaining term, based on premium income, claims costs, contact costs, and expected duration of the relationship. CLV is used to prioritize the value of retention or sales campaigns.

Cross-sell (Additional sales)
Selling an additional insurance product to an existing customer. Onesurance uses the Top Sales Onesurance which product is most relevant to a customer (Next Best Product).

Industry/Domain
Collective termfor product categories within insurance. Examples include motor vehicles, liability, and legal assistance. In Belgium, these are often referred to as "branches," while in the Netherlands they are called "branches" or "main branches."

advisor Account manager
The person responsible for customer management. In the Netherlands, this person is often referred to asadvisor, while in Belgium they are known as an 'account manager'. At Onesurance , we Onesurance advisoras an umbrella term.

PolicyA policy is an insurance contract between a customer and a provider. The coverage describes exactly what the customer is insured for. In the platform, the policy is linked to customer value, risks, and sales opportunities.

Coverage ratio (policy density)
The number of insurance products a customer has within a relationship. A higher coverage ratio often means greater customer loyalty and higher revenue per customer.

segmentsGrouping customers based on characteristics such as value (feeders/bleeders), type of relationship (private/business), channel, region, or stage of life. Segmentation helps to better tailor actions.

action listA list of relationships that are a priority for follow-up, for example based on the churn or cross-sell model. Action lists are updated weekly and contain context, explanations, and proposed actions.

predictionThe result of a model that indicates the likelihood of something happening, such as a cancellation or a sale. Predictions are accompanied by a score and an explanation of the reasoning (explainability).

Feedback (on prediction)
The input that account managers provide on the relevance or outcome of a prediction. This feedback is used to improve models and test interpretations.

Top Defend
An Onesurance that helps retain valuable customers at risk of cancellation.

Top Sales
An Onesurance that predicts sales opportunities with existing customers using the Next Best Product model.

Top Fit
Analyzes which customers are profitable and which are loss-making, based on revenues and costs.

Top Care
Detects customers who require extra care or attention based on behavior or interaction.

AI Assistant
A digital assistant that supports account managers in following up on actions, based on AI signals.

Essential policies
Policies that are considered crucial to a customer relationship. If these are canceled, the customer is considered "expelled." Standard: motor vehicles, liability, legal assistance.

Claim frequency/claim cost
Number or total value of claims per customer or per segment. Used in risk profiles and profitability analysis.

duty of care riskThe obligation to properly inform and guide customers. The duty of care index indicates which relationships require extra attention in this regard.