Definitions & concepts
Commonly used definitions in Onesurance
This glossary will help you interpret insights, dashboards and AI predictions in the Onesurance.
Churnchurn / Termination)
A customer is considered "churned" when all essential policies within a relationship are cancelled. This is the standard definition in our models, but can be customized. Churn represents customer loss.
Customer Lifetime Value (CLV / Customer Value).
The expected net return from a customer relationship over the remaining term, based on premium income, claims expense, contact costs and expected length of the relationship. CLV is used to prioritize the value of retention or sales actions.
Cross-sell (Additional sales)
Selling an additional insurance product to an existing customer. Onesurance uses the Top Sales to predict which product is most relevant to a customer (Next Best Product).
Sectors / Main branches / Insurance branches
Collective name for product categories within insurance. Think: motor vehicles, liability, legal assistance. In Belgium often referred to as 'branches', in the Netherlands as 'branches' or 'main branches'.
Account manager / advisor
The person responsible for customer management. In the Netherlands often referred to as 'advisor', in Belgium as 'account manager'. In Onesurance , we use 'account manager' as an umbrella term.
Policy / Policy coverage
A policy is an insurance contract between customer and 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. Higher coverage often means more customer loyalty and more revenue per customer.
Segments / Customer segmentation
Grouping customers by characteristics such as value (feeders/bleeders), type of relationship (individual/business), channel, region or life stage. Segmentation helps to better target actions.
Action List / Top List
A list of relationships prioritized for follow-up, such as from the churn or cross-sell model. Action lists are refreshed weekly and include context, explanations and action suggestions.
Prediction / AI output
The result of a model that indicates the probability of something happening, such as a termination or a sale. Predictions come with a score and an explanation of the reasoning (explainability).
Feedback / Feedback
The input provided by account managers on the relevance or outcome of a forecast. This feedback is used to improve models and test interpretation.
Top Defend
An Onesurance that helps retain valuable customers with termination risk.
Top Sales
An Onesurance that predicts sales opportunities with existing customers through 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 clients where extra care or attention is needed from duty of care, 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 considered critical to a customer relationship. Upon cancellation of these, the customer is considered "disenrolled. Standard: motor, liability, legal expenses.
Damage frequency / damage burden
Number or total value of claims by customer or segment. Used in risk profiling and profitability analysis.
Bleeders / Feeders
Segmentation within Top Fit: 'bleeders' are loss-making customers, 'feeders' are profitable.
Duty of care / Duty of care index
The obligation to properly inform and guide customers. The duty of care index indicates which relationships need extra attention here.