Magellan Helped Retain a $28K Account and Redefined the Customer Experience

A Frustrated Client, a Hidden Pattern

In the spring of 2025, a long-time Spivey Insurance customer reached a breaking point. Facing tight finances and confusion about recent billing adjustments due to poor communication and lack of follow-up, he began comparing his coverage to a lower-cost quote from a direct carrier.

Magellan’s  analysis of the phone call brought to light and escalated what the customer’s words only hinted at.  There were delays, mixed messages, and unclear responsibilities and workflows  across teams. No wonder the customer was frustrated.  In another world, that customer would have gone direct, and the Operations Manager  would never have known why.

Behind the scenes, Magellan was capturing a more complex story. Across 23 recorded interactions, the platform’s analysis revealed the pattern that nearly drove the customer away: disconnected communication between personal and commercial lines, unclear ownership of follow-ups, and delayed responses that left the client feeling ignored.

The client’s calls reflected growing frustration. He received mixed answers about premium refunds, waited weeks for a driver removal to process, and often had to reach out multiple times for updates. By the time he called to discuss his auto renewal, sentiment had dropped sharply. Magellan flagged the conversations with negative sentiment scores and alerted The Operations Manager in real time, signaling a customer at risk of churning.

When the “Cheaper Quote” Looked Too Good

A direct carrier’s quote undercut the current policy premium, but left dangerous coverage gaps.

During the pivotal renewal call, Magellan captured the moment the agency regained control of the conversation.  When the client mentioned the competitor’s lower quote, Dana didn’t rush to defend pricing.  Instead, she compared coverages directly and identified that the competing policy’s limits of 50/100/25 would soon fall below the state minimum of 50/100/50 taking effect in July.

Her expertise reframed the discussion. The client realized that the apparent savings came from reduced protection and that once the state’s minimums updated, his new policy would likely increase in cost midterm.  Dana further demonstrated her expertise by adjusting the existing policy by removing an ineligible driver and enrolling the insured  in a telematics program that reduced his renewal premium by roughly 25 percent.

That combination of product knowledge and proactive problem-solving retained both the customer’s personal and commercial accounts.  What began as a potential cancellation ended as a reaffirmation of value, demonstrating that Spivey’s strength lies not in competing on price but in education and relationships.

Every Call a Coaching Opportunity

While Magellan helped save the account with its early warnings and notifications, its greater value came in what it revealed afterward.  Post-call analysis uncovered the root causes of the client’s earlier frustration: overlapping agents, missed voicemails, and unclear ownership of follow-up tasks.

Leadership used the case as a training opportunity. By reviewing Magellan’s sentiment reports, transcripts, and escalation timelines, the team identified moments where empathy and communication failed.  The agency responded with a new service protocol that aligned personal and commercial communication into a unified customer view.

Agents were retrained on follow-up accountability, account management, and task handoffs. Weekly reviews now incorporate Magellan’s sentiment data to identify early signs of client frustration before they escalate.

Within weeks of implementing Magellan and their new process, call sentiment improved across the board. Customer satisfaction scores began trending upward, and retention started to improve by 2 percentage points.

The Right Insight at the Right Time Changes Everything

Real-time visibility turned one at-risk account into a long-term relationship.

Spivey Insurance did not keep a $28,000 account by discounting coverage. It retained it by demonstrating expertise, empathy, and follow-through. Magellan supplied the intelligence to pinpoint customer frustrations and identify where  improvement was needed.

Today, the same technology that once exposed communication gaps now helps the agency measure improvement. Every customer interaction contributes to a continuous loop of learning, coaching, and progress.

In the end, Magellan did more than help save a policy. It helped Spivey Insurance build a smarter, more empathetic agency, one conversation at a time.