How a Leading Life Insurance Provider Identified and Stopped Misselling Across 150+ Branches

150+

branches monitored

35%

drop in refunds and cancellations

+7

NPS points post-onboarding

We always knew misselling might be happening –but we didn’t know where or how to act. With SurveySensum, SensAI analyzed thousands of verbatim instantly, auto-tagged misselling patterns, and highlighted branch-level hotspots. The hierarchical dashboards gave every regional manager their own view –and within weeks, we saw refunds drop and accountability rise.

VP, Customer Experience

Leading Life Insurance Provider

Here’s a Quick Summary..

The Objective

This leading life insurer wanted to solve a growing challenge: they were unable to read and act on their NPS verbatim feedback.

Across 7 critical touchpoints, thousands of open-ended comments were coming in – but none were being analyzed effectively. The CX team wanted a platform that could automate feedback tagging, uncover actionable insights, and drive sales accountability.

The Challenge

1. Too many comments, no insights:Every month, they received thousands of NPS verbatim from 7 key customer journeys. But analyzing this manually was impossible.

2. Manual tagging wasn’t scalable:Teams were spending weeks tagging feedback –but with no consistency or depth. Patterns were missed, and priorities stayed unclear.

3. Sales teams weren’t aware of their own issues:The insights stayed with central CX teams. Branch managers and sales leaders didn’t know what their customers were saying –or how to fix it.

The Solution

They partnered with SurveySensum to tackle the problem head-on –using AI-powered text analysis and role-based hierarchical dashboards.

What We Did (Step-by-Step)

1. Enabled SensAI Text Analytics on post-onboarding feedback

We ingested months of feedback into our SensAI engine – focusing specifically on onboarding experiences.

Instead of sifting through comments manually, the CX team now had AI doing the heavy lifting:

It scanned and clustered thousands of verbatims in minutes
It automatically tagged patterns like:
1. “Misunderstood policy terms”
2. “Told I could cancel anytime”
3. “Returns not matching what was promised”
4. “No explanation of exclusions”
It summarized key pain points and highlighted emerging issues

No setup rules or manual tagging required. Insights came live, ranked by volume and impact.

2. Built branch and region-level dashboards

We configured hierarchical, role-based dashboards so regional heads and branch managers could log in and see:

Their NPS and response rates
Top complaints in their region (e.g., misselling, delayed communication)
Comparison with national averages

No more Excel. No more email attachments. Everyone had their own view in real time.

3. Pinpointed misselling hotspots

We cross-tabbed all feedback by: Product, Region, Branch, and Sales channel.

Within days, the CX team identified precise locations where misselling was happening:

Multiple branches in Tamil Nadu
A specific branch in Jaipur

Instead of blanket training, they now had location-specific problems with root causes.

4. Tracked improvements using AI-powered dashboards

As compliance and training teams intervened, the CX team used SensAI’s tag trendlines to monitor if misselling-related feedback was decreasing.

They asked questions like:

→ “Is misselling feedback down after agent re-training in Tamil Nadu?”

Using SurveySensum Copilot, they got answers in seconds –with charts and data to show leadership.

The Results

35% drop in refund and cancellation rates from the flagged branches
+7-point NPS lift in the onboarding touchpoint
Real accountability for 150+ branches through role-based dashboards
CX team became a strategic partner to compliance, training, and product teams
Reduced dependency on MIS teams – managers accessed insights directly