The ReMark Difference
Direct channel success requires a commitment to the entire customer journey – demanding dedicated analytics far beyond the point of purchase.

Direct Channel Insights CowDog


Response and sales are only the start of the customer journey
Sales are important to the insurer, but the customer journey does not stop there. All post-sales activities have an equally important impact on the insurer’s profits and losses.

Direct channel success can be achieved provided we commit to understanding the customer’s lifetime journey – if we fail to address any of these key customer stages, we will continue to face growth, profit or operational challenges already familiar to the industry.

From the perspective of growth in the direct distribution channel, our experience highlights that the customer journey demands lifetime engagement and dedicated analytics, far beyond the point of purchase. Analytics and predictive modelling therefore need to capture not only tendency to buy, but also to convert, upgrade, lapse and claim.



Key Findings

  • Response and sales are only the start of the customer journey
  • All post-sales activities have an equally important impact on the insurer’s profits and losses
  • The customer journey demands lifetime engagement and dedicated analytics, far beyond the point of purchase