Streamlined Processes, Improved Satisfaction, Promotions Visibility, Claim Automation, Speed of Payments — CooperVision Cuts Rebate Decline Rates to Single Digits

A clearer claim process and faster payouts transformed the rebate experience for patients across 100+ countries.

Key Takeaways:

CooperVision is one of the world's leading manufacturers of soft contact lenses and operates in over 100 countries.
They had been offering patient rebates on software that made claim entry unclear, gave no upfront visibility into payment amounts, and made fulfillment slow.
After moving to 360insights, decline rates fell from an average above 15% to single digits, and processing times dropped to under 30 days.

Who is CooperVision?

CooperVision is one of the world's leading manufacturers of soft contact lenses and related products, operating in over 100 countries. The company had been offering rebate rewards to patients for loyalty sales and services — a program that mattered to how they build relationships with the people wearing their lenses.

What were they trying to achieve?

The software managing those rebates carried limitations that were undermining both patient experience and participation in the program.

CooperVision needed a system with greater flexibility and a materially better user experience for patients — one that would make claiming straightforward rather than something to be endured. They partnered with 360insights to deliver it.

Why was the existing rebate program underperforming?

The existing incentives technology at CooperVision was not living up to patient expectations. The claim entry process was unclear, there was no upfront visibility into rebate claim payment amounts, and fulfillment was cumbersome and slow. A more streamlined process was needed.

What did 360insights implement?

In partnership with 360insights, CooperVision was able to offer a more focused solution to improve patient user experience and satisfaction. This was achieved through:

360insights' rebate technology, which provided immediate visibility into what rebate program(s) patients qualify for, as well as their total rebate payment amount.
Full automation of the claim entry and audit process, significantly reducing the time to payout on patient claims.

What results did the rebate program deliver?

The improvements were measurable. As CooperVision's Customer Marketing team put it, decline rates went from an average of 15% and above to single digits, and processing times came down to under 30 days in total.

Rebate participation in some high-end vision programs also saw significant increases.

By enhancing their rebate program, CooperVision not only differentiated their brand but added value to their patients' experience, demonstrating their commitment to delivering top-notch service.

Reviewed by Zoe Kelly on September 23rd, 2026