In a rapidly evolving insurance market, Caser – part of the Swiss-based multinational Helvetia Group – has emerged as a leader in data-driven innovation and customer centricity. With more than 2 million customers and 3.8 million policies in force, the Spanish insurer uses advanced analytics to anticipate customer needs, optimize retention and drive sustainable growth.

By integrating SAS solutions across its operations, Caser has unified its data ecosystem, streamlined processes and empowered teams to make faster, more confident decisions. This holistic approach has delivered measurable improvements in productivity, customer loyalty and portfolio performance, positioning Caser at the forefront of digital transformation within the insurance sector.

Retention gains at scale

In a market where policyholders can switch providers with ease, Caser has focused on building a retention approach that is measurable, scalable and built for continuous improvement.

“Tools like SAS allow us to quickly test the effectiveness of the strategy and easily adapt our models to strengthen the actions that work best,” says Alberto Padilla, Head of Customer Analytics at Caser. “As a result, we’ve improved our performance over time, moving from a one-third reduction in portfolio decline to 40% last year.”

One connected data and analytics foundation

Caser’s journey with SAS began with a vision to unify data and analytics across the organization. By consolidating systems into a single, integrated ecosystem, Caser streamlined and automated key processes, improved data consistency, and accelerated model development cycles. This unified approach supports greater flexibility, faster innovation and more effective customer engagement.

With a unified ecosystem in place, Caser can operationalize churn insight and turn it into customer-level actions.

Predicting churn to personalize engagement

Using predictive analytics, Caser can identify at-risk customers, anticipate cancellations and trigger proactive outreach. A fully automated recommendation engine integrated with Caser’s loyalty strategy supports targeted offers and personalized pricing, helping the insurer stay competitive while protecting profitability.

“Since we started using SAS, our team has seen incredible improvements in productivity, providing the necessary information to different areas for reliable decision-making,” Padilla says. “The tool’s ease of use, combined with its powerful recommendation engine, allows us to design effective loyalty strategies based on a deep understanding of our customers. For us, this is a true success story that has strengthened coordination between our technical and management teams, achieving exceptional results.”

Future-ready insurance

For more than 80 years, Caser has delivered valuable products and reliable service. With a strong data foundation and analytics embedded in day-to-day decision-making, Caser confidently shapes its retention strategy around customers’ needs and drives growth by evolving with market changes.