PrimeHealth, a private health insurer, has found that its highest churn risk segment consists of healthy young adults aged 22–29 who rarely use their cover and perceive it as poor value. Which retention strategy MOST directly addresses the retention challenge for this segment?

Question

Accepted Answer

Reframe the relationship beyond insurance claims — develop proactive wellness content, preventive health benefits, and community features that create ongoing value touchpoints for members who do not use their clinical cover

Answer

Deploy targeted NPS follow-up calls to young adult members who score low on the loyalty metric and use the conversation to identify specific dissatisfaction drivers before they churn

Answer

Redesign the product by reducing premiums and narrowing cover to basic services, aligning financial value with young adults' perception of their actual health risk

Answer

Offer young adult members a premium discount in exchange for committing to a two-year contract, increasing switching costs through a financial commitment that extends beyond their low-engagement period

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PrimeHealth, a private health insurer, has found that its highest churn risk seg...

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