Playbook
Renewals: work them by segment and early, not with one email and a last-minute call.
Many policies lapse not because the customer decided to leave, but because the reminder came late, said the wrong thing or had no easy way to pay.
The problem
Renewals often get one generic email and a call in the last days. Customers who would have renewed with the right reminder at the right time lapse, and winning them back costs more.
The playbook
- Build the renewal queue well before expiry, not in the last week.
- Segment it: by line of business, claim history, premium change and channel.
- Pick the right message per segment, for example no-claim bonus at stake, a revised premium explained, or a top-up cover.
- Send it on the channel the customer reads, with a payment link.
- Follow up non-responders on a schedule, then with a person.
- Work lapsed policies in a recovery queue where your rules allow.
Example segments
| Segment | Message |
|---|---|
| No claims this year | What they keep by renewing on time |
| Premium increased | Why it changed, and options |
| Claimed this year | How the claim was handled; what renewal covers |
| Under-insured | A top-up cover worth considering |
How to measure it
Renewal conversion by segment, renewals completed before expiry and lapsed policies recovered.
How AutoClaims does it
AutoClaims is built for general and health insurers and their TPAs. Customers register a claim on WhatsApp or the portal; photos, bills, discharge summaries and FIRs are read and structured on arrival; cover, waiting periods and limits are checked against the policy. Each claim is triaged by your rules into fast track, standard or investigate, with the reason, and suspicious ones are flagged before payout. Garages, hospitals and surveyors are booked, every step is pushed to the customer, and payouts are approved by people under maker-checker and written through your APIs. Renewals are worked by segment, early, with payment links on WhatsApp. Adjusters and investigators keep every judgement that needs a person.
Questions
How can insurers reduce policy lapses?
Start the renewal queue early, segment it, send the right message per segment with a payment link on the channel the customer reads, and follow up non-responders before expiry.
What is a good renewal reminder?
One sent early, specific to the customer’s situation, such as a no-claim bonus at stake or a premium change explained, with an easy way to pay.
See it on your own data. AutoClaims — Claims without the status calls. Book a 30-minute working session with an engineer.