About the Client
A U.S.-based multiline insurance company approached Nexus as they explored launching a new line of usage-based insurance (UBI) products for small businesses and independent contractors. With changing customer behavior, increasing digitization, and evolving regulatory environments, the client wanted to pressure-test their product roadmap and better understand how agents, brokers, and policyholders were reacting to new models like pay-as-you-go and micro-coverage.
The Challenge
Rapidly Changing Distribution Landscape
The client was unclear how brokers and digital aggregators were positioning usage-based insurance in real-time within the gig economy, where traditional policies didn’t fit well.
Need for Real Operator Feedback
They didn’t want generic market data. They needed firsthand insight from brokers, underwriters, Insurrect operators, and small business policyholders to understand sales friction, claims concerns, and adoption patterns.
Our Approach
Precision Screening Across the Value Chain
We sourced 40+ experts across distribution, product, and customer roles, including commercial insurance brokers, former product heads from Insurtech startups, underwriters, and SMB customers who had either adopted or rejected UBI offerings.
15+ Qualitative Interviews Conducted
Nexus facilitated focused conversations exploring how products were being sold, perceived, and serviced. Topics included pricing transparency, claims experience, renewal behavior, and common dropout reasons.
Comparative Insight by Market Type
We structured the interviews across both traditional broker-led markets and digitally native ecosystems. This allowed us to contrast the performance and perception of UBI models across different distribution methods.
Synthesized Findings for Product & Distribution Teams
We delivered an insights pack with clear flags: what brokers were struggling to explain, what features were resonating, and which service models built the most trust among gig workers and contractors.
Results & Impact
In just under four weeks, the client:
- Adjusted product features and pricing structure to better align with self-employed customer expectations.
- Refined their messaging strategy for brokers, reducing onboarding confusion and increasing product interest.
- Identified two underserved customer segments with strong potential for usage-based models.
- Used expert insights to reposition their go-to-market plan, improving internal confidence and earning executive approval to launch the pilot earlier than expected.
The client now regularly partners with Nexus for expert calls and custom qualitative work during product ideation, competitor analysis, and market testing across life, P&C, and commercial lines.
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