To create an all-inclusive caravan insurance product that will appeal to caravan users as a product of total needs for all caravan users, protecting the caravan and its contents from possible loss or damage. This product would consider consequential losses of alternative accommodation, repair, and transport.
Total premium of policies sold last year
Number of policies sold in year 2023
hours average response time for customer support
rank in major search engines and aggregators
The Challenge
Understanding the different needs of caravan owners, which cuts across caravan users for domestic travel ends.
Coverage options balanced against affordable premiums, maximizing protection.
A broad spectrum of risks included under the product, such as accidental damage, theft, and even vandalism, would be dealt with in a manner such that exclusions in the policy like wear and tear could be well in hand.
Claim procedure streamlined for customers on the product with respect to incidents such as towing accidents or storm damage-even if quite complex.
Solution provided
Extensive market research undertaken with caravan owners who also provided valuable feedback on shaping the insurance policy to suit their requirements.
We developed a flexible policy structure which provisioned minimum coverage and add-ons of customer’s choice based on how they wanted to use and where they would take their caravans.
We worked with the underwriting experts to come up with a fair premium structure which was enough as for coverage but not inclusive of unnecessary cost.
Set clear channels of communicating to the clients upon reporting claims easily on theft, accidents, or storm damage, thus reducing the time taken in the processing of such claims.

The Results
★ Launched a very flexible insurance product for both tourer and static caravans, which received good feedback about wide coverage and flexibility.
★ Enhanced customer satisfaction through inclusions such as alternative accommodation and covering of caravan and contents.
★ Brand reputation improved as the product addressed a niche but growing market segment of caravan owners.
★ Improved customer retention through the smoother claims handling and tailor-made policy options, with constant increase of new policyholders.