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One thing they could do is assign a score to each insuree (and I guess they already do something like this) based on the number of past claims and likelihood th
by laurent123456 9y ago
One thing they could do is assign a score to each insuree (and I guess they already do something like this) based on the number of past claims and likelihood there will be more.
Depending on that score they present more or less dark UI patterns to that user. Past a certain threshold they probably don't want to keep the insuree anyway, so if they switch it's still good for the insurer. They can calculate the likelihood the user will switch and how much the insurer will lose in premium, versus how much they'll win if they delay claims as much as possible.
- taneq 9y agoI'm pretty sure "vary your evilness based on how much you think someone's worth to you" is an evil pattern. :P
- gergles 9y agoThat may be, but it's still incredibly common. Look up the concept of LTV. I have personal experience in customer service scenarios where people classed by 'the computer' with an LTV score below a certain value were not to be retained if they wanted to cancel our service (c.f. for a higher level LTV customer we might offer a promotion or something) and people with a score even lower were to be actively encouraged to leave if they reported any problems - even to the point where we were supposed to suggest they try somebody else rather than spending any time fixing their problems. Granted, these were (allegedly) people who were actively costing the company money in that it cost more to service their account than the revenue they provided, but it was an automated decision made by an algorithm that the phone and retail reps just had to enforce.