Top Defend
Increase retention with the Top Defend module
Top Defend is a predictive AI model that identifies relationships with an increased likelihood of termination, as well as factoring in the expected value of that relationship. The goal: timely, targeted action on the most impactful customers to prevent unnecessary customer loss.
What does Top Defend do?
Top Defend combines churn predictions with the calculated Customer Lifetime Value (CLV) of each customer relationship. The result is a weekly list of priority relationships - customers worth paying attention to today.
For each relationship, the following elements are displayed:
The churn score: how likely is this customer to cancel within 12 months?
The value: what is the net customer value, based on premium, claim, contact load and maturity?
Explainability: what factors contribute to the churn probability? Consider claims, interactions or premium changes.
An action suggestion: based on the customer's profile and the stage of the contract.
Who is this for?
Top Defend is used by:
Account managers, who want to make targeted contact with customers who are in danger of leaving.
Portfolio managers, who want insight into risk and value shifts.
Commercial teams, who want to drive retention rather than just acquisition.
Value to the organization
By applying Top Defend , Onesurance customers reduce the number of terminations among valuable customers by 10 to 25%. The actions can be performed in the Portal or through the AI Assistant. The model is fully explainable and tailored to the specific segments of your portfolio.