Today, extended product warranties solve more of a business problem than a specific customer need. We must fundamentally reengage our customers to uncover how protection can enrich their lives and their ownership experience. We need a clear role for protection within the broader customer relationships we seek.

Pivot from traditional fixed-term models to a premium value proposition that generates a recurring profit stream. Focus on value creation, not just loss mitigation. Develop, price, market, and deliver protection services that maximize perceived and realised customer benefits to drive lifetime value.

We redefined the Flex Protection business model, value case modelling and protection app. The business model shifts from the current multiple plans/customer/year to a single plan per customer with a one-time purchase. This requires moving from a transaction attachment model to a penetration model.