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Progressive Sales

To provide trusted insurance solutions that protect customers and grow our business by becoming the #1 choice across all product lines and segments

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To provide trusted insurance solutions that protect customers and grow our business by becoming the #1 choice across all product lines and segments

Strengths

  • BRAND: Strong market recognition with iconic Flo campaign
  • DIGITAL: Industry-leading mobile app and digital experience
  • PRICING: Advanced usage-based insurance with Snapshot program
  • DATA: Sophisticated risk analysis and dynamic pricing models
  • DISTRIBUTION: Multi-channel approach with direct and agency paths

Weaknesses

  • DIVERSIFICATION: Heavy reliance on auto insurance segment
  • COMMERCIAL: Underdeveloped commercial insurance offerings
  • RETENTION: Lower customer retention rates vs. top competitors
  • BUNDLING: Lower home+auto bundling rates than competitors
  • INTERNATIONAL: Limited global presence restricts growth ceiling

Opportunities

  • TELEMATICS: Expand usage-based insurance to new segments
  • BUNDLING: Increase multi-policy penetration with existing base
  • COMMERCIAL: Expand small business and commercial auto lines
  • PARTNERSHIPS: Strategic insurtech collaborations for innovation
  • ANALYTICS: Leverage customer data for personalized offerings

Threats

  • COMPETITION: Increased pressure from digital-first insurers
  • CLIMATE: Rising catastrophic loss events affecting profitability
  • REGULATION: Evolving privacy laws impacting data collection
  • AUTOMATION: Self-driving vehicles reducing auto premium volume
  • CONSOLIDATION: Industry M&A creating larger competitors

Key Priorities

  • DIGITAL: Enhance digital experience to improve retention rates
  • BUNDLING: Accelerate multi-policy strategy to increase LTV
  • COMMERCIAL: Expand commercial offerings to diversify revenue
  • DATA: Deploy advanced analytics for hyper-personalization

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To provide trusted insurance solutions that protect customers and grow our business by becoming the #1 choice across all product lines and segments

DIGITAL LEADERSHIP

Create industry's best digital insurance experience

  • ENGAGEMENT: Increase mobile app weekly active users by 25% while improving in-app NPS to 72+
  • SELF-SERVICE: Expand digital self-service capabilities to cover 95% of customer service actions
  • AI ASSISTANT: Deploy next-gen AI chat assistant with 85%+ first-contact resolution rate
  • AUTOMATION: Reduce digital quote-to-bind time by 40% through streamlined journeys
POLICY GROWTH

Maximize customer value across multiple policies

  • BUNDLING: Increase multi-policy household penetration from 34% to 45% through targeted campaigns
  • RETENTION: Improve policy retention rate from 84% to 87% through enhanced loyalty initiatives
  • CROSS-SELL: Implement real-time cross-sell recommendations with 15% conversion rate
  • LIFETIME VALUE: Increase average customer lifetime value by 22% through expanded relationships
COMMERCIAL EXPANSION

Accelerate growth in commercial insurance segments

  • PRODUCTS: Launch 3 new commercial coverage options tailored to small business needs
  • ACQUISITION: Increase commercial line new policy sales by 30% through targeted marketing
  • DIGITAL: Deploy end-to-end digital quoting for all commercial products with 5-minute completion
  • AGENTS: Expand commercial-certified agent network by 40% with enhanced training program
DATA ADVANTAGE

Harness data for superior pricing and personalization

  • MODELS: Deploy next-gen AI pricing models with 25% improved loss ratio prediction accuracy
  • PERSONALIZATION: Implement customer-level personalization across 90% of all touchpoints
  • TELEMATICS: Increase usage-based insurance enrollment by 35% with enhanced value proposition
  • RISK: Reduce catastrophe exposure uncertainty by 30% through advanced climate modeling
METRICS
  • Combined Ratio: 93.5%
  • Policy Growth: 12%
  • Net Promoter Score: 70
VALUES
  • Integrity
  • Excellence
  • Innovation
  • Customer Focus
  • Diversity & Inclusion

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Align the learnings

Progressive Sales Retrospective

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To provide trusted insurance solutions that protect customers and grow our business by becoming the #1 choice across all product lines and segments

What Went Well

  • GROWTH: Strong premium growth of 13% YoY across personal lines
  • DIGITAL: Mobile app usage increased 17% with higher engagement scores
  • CLAIMS: AI-assisted claims reduced processing time by 22% on average
  • COMMERCIAL: Commercial lines saw 24% growth, outpacing market average
  • INVESTMENTS: Achieved 4.2% return on investment portfolio, beating target

Not So Well

  • RATIO: Combined ratio increased to 95.8%, up 1.2 points from prior year
  • CATASTROPHES: Weather-related claims exceeded forecasts by $218 million
  • RETENTION: Customer retention decreased slightly to 84%, missing target
  • EXPENSES: Operating expenses grew faster than premium growth by 2 points
  • HOMEOWNERS: Home insurance line profitability challenged by weather events

Learnings

  • SEGMENTATION: Refined pricing tiers show strongest results in mid-market
  • BUNDLING: Multi-policy customers show 23% better retention than single line
  • DIGITAL: Digital-first customers cost 34% less to acquire and service
  • PRICING: More frequent rate adjustments needed in volatile markets
  • PARTNERSHIPS: Agent channel delivered higher quality, more profitable business

Action Items

  • PRICING: Accelerate rate adjustments in catastrophe-prone regions by Q3
  • RETENTION: Launch enhanced loyalty program targeting single-line customers
  • EXPENSE: Implement cost containment measures to improve expense ratio
  • BUNDLING: Enhance cross-sell automation within customer journey touchpoints
  • ANALYTICS: Deploy enhanced catastrophe models with climate change factors

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To provide trusted insurance solutions that protect customers and grow our business by becoming the #1 choice across all product lines and segments

Strengths

  • ANALYTICS: Advanced AI models for risk assessment and pricing
  • AUTOMATION: AI-powered claims processing reduces cycle time
  • CHATBOTS: Well-established AI customer service solutions
  • FRAUD: Sophisticated AI detection systems for claims fraud
  • INVESTMENT: Strong commitment to AI technology investments

Weaknesses

  • TALENT: Insufficient AI/ML specialized workforce vs. demand
  • LEGACY: Integration challenges with older technology systems
  • GOVERNANCE: Inconsistent AI governance across business units
  • EXPLAINABILITY: Limited transparency in complex AI models
  • ADOPTION: Varied employee adoption rates of AI tooling

Opportunities

  • PERSONALIZATION: AI-driven hyper-personalized coverage
  • PREDICTION: Enhanced risk modeling for new market segments
  • AUTOMATION: End-to-end AI claims processing without humans
  • COMPUTER VISION: Expanded use for property damage assessment
  • GENERATIVE AI: Custom policy creation based on customer needs

Threats

  • COMPETITION: Insurtech startups with AI-first architectures
  • REGULATION: Emerging AI governance rules and restrictions
  • BIAS: Risk of AI discrimination in underwriting decisions
  • PRIVACY: Customer concerns over AI data usage and security
  • TECH GIANTS: Potential insurance market entry with AI advantage

Key Priorities

  • INTEGRATION: Create unified AI platform across all functions
  • TALENT: Accelerate AI expertise through hiring and training
  • PERSONALIZATION: Deploy next-gen AI for customer experience
  • GOVERNANCE: Establish comprehensive AI ethics framework

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AI Disclosure

This report was created using the Alignment Method—our proprietary process for guiding AI to reveal how it interprets your business and industry. These insights are for informational purposes only and do not constitute financial, legal, tax, or investment advice.

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About Alignment LLC

Alignment LLC specializes in AI-powered business analysis. Through the Alignment Method, we combine advanced prompting, structured frameworks, and expert oversight to deliver actionable insights that help companies understand how AI sees their data and market position.