QUOTE ABANDONMENT · INSURANCE & CONSUMER FINANCE
Reduce quote abandonment without pretending the price was the problem.
Someone abandoning a quote form has usually invested five minutes and a lot of personal detail. They stop because a question appeared that they could not answer, or an answer appeared that they did not expect.
Most quote abandonment is coverage or trust friction wearing a price disguise: what is excluded, what happens at claim time, whether this figure is really the figure. Resolve the specific uncertainty in the step where it occurred — and where the honest answer is “you are not eligible”, say so early instead of harvesting the lead.
WHY IT HAPPENS
Four causes behind an abandoned application.
A term they don't know
Excess, indemnity, APR, representative example. The form assumes a vocabulary the buyer never learned.
A quiet eligibility doubt
“Does my situation count?” Asked silently, and abandoned rather than risked.
The claim-time question
What actually happens when they need this. Pure trust friction, and answerable in one sentence.
Comparing three quotes
Rational shopping behaviour, mid-process. Interrupting it does not make you the cheapest.
USUALLY: SILENCE
THE USUAL PLAYBOOK
Three responses that damage a regulated brand.
“Complete in the next 10 minutes to keep this price”
Manufactured urgency on a financial product. Forbidden vocabulary in our engine, and a compliance conversation waiting to happen.
“Hi, I'm Sarah from customer support 👋”
A bot presented as a person. Every Yesward surface carries the AI mark; humans are only claimed at level 6, where they are real.
Capture the email, sell it to the call centre
Turns an unanswered question into an outbound call. Cheaper to answer the question.
WHAT YESWARD DOES INSTEAD
Answer the uncertainty in the step that produced it.
Locate the doubt, not the drop-off
Which field was re-entered, which document opened, which step was revisited — the friction, not the exit page.
Use approved wording only
Responses are drawn from a claim library your compliance team signs off. The engine cannot improvise a promise.
Fail honestly on eligibility
If coverage says no, the useful action is to say so at step two rather than step six.
Keep an audit trail per decision
A hash-chained receipt for every decision, including the silent ones — which is the version a regulator can read.
HOW YOU WILL KNOW IT WORKED
One number, one interval, one honest denominator.
Every problem on this page is measured the same way: eligible sessions randomised before treatment, a share permanently withheld, and the difference reported in contribution margin with its confidence interval and its data-quality notes.
95% CI €6.8K–€15.7K · ILLUSTRATIVE DETERMINISTIC DATA · NO LIFT CLAIMED
Bring us the journey that leaks the most.
Two weeks in shadow mode, one journey, one outcome. Every decision recorded, nothing rendered.