Your renewals list has a date on every row, and no one assigned to it. Advisors are paid on new business, so renewals get done in the time left over. When someone does ring, it is often the week the policy falls due, by which point the customer has seen a rival's quote or simply forgotten.
We have made the general case for renewal calling. Here is the calendar, with one thing in mind: the agent is there to remind and to route, and a licensed person handles the advice.
Work back from the date
Keep the renewal date on the contact. A workflow with a Wait step tied to that date can then place calls at set points before it. Your sequence is your decision. The shape below is a starting point to adapt to your product and your insurer's rules.
First call, well ahead
A short, friendly reminder that the policy renews on this date, with the premium your record shows. Ask if they plan to continue. If they say yes, a workflow can send the payment link once they agree. If they have questions on cover, offer a call from their advisor.
Second call, closer to the date
Only for those who have not paid or said no. Ask what is holding them back. Save the reason on the contact, because this is what your advisor needs, and over time it tells you why people leave.
Last call, just before
State the date and what happens next as your documents describe it, without alarm. Build with AI checks drafts for false urgency, and you should hold your own script to the same standard. A customer who feels frightened into paying remembers that.
A second list: lapsed policies
Don't mix these up with renewals. Put recent lapses in their own campaign with the revival terms you set. Your advisor takes it from there when someone shows interest. Stop calling anyone who says no. Lapsed lists are also where you find wrong numbers and deceased policyholders, so a kind, careful script and a fast route to a person matter.
What the agent may say
It works from the policy documents you give it in a knowledge base. Premium dates and document questions it can answer. These go to a person:
- Which policy suits them, or whether to change cover. Agents do not recommend a policy.
- Anything about a claim decision. The agent can note the policy and what happened, share a checklist from your notes, and connect them to your team. It decides nothing about the claim.
- Changes to a policy. These become a task for your team.
- A complaint, or anyone who sounds distressed. A policyholder may be calling because of an illness or a death in the family.
Mis-selling can begin with one loose sentence. Put banned phrases in a Call QA Policy pack, such as a promise of guaranteed returns, so that if they are ever said you hear about it. Run a few hard customers through the Lab, such as someone who keeps asking “but which one should I buy?”
Privacy
Being a policyholder, and especially a health policyholder, is private. A phone at home may be answered by anyone. Turn on the identity check before the agent discusses a policy. With it on, caller memory also stays silent until the caller is verified. Agents never ask for an OTP, PIN, CVV, full card number or bank password, which lowers a risk and is no guarantee. Payment happens through your link and away from the call.
Hand-over to an advisor
If an interested customer needs advice now, a hand-over brings in the right person on the same call with a private brief, on plans that include it. A desk per product line can keep life questions with life advisors. If nobody is free, take a callback, and make sure someone is looking at that list.
Hours, consent and records
Calls go out only between 9 am and 9 pm IST, and you can narrow this. Your Do-Not-Call list is enforced, including STOP replies on WhatsApp. Consent, what may be said about a policy, and your regulator's rules stay your responsibility. If you need recordings, turn recording on, since it is off until you do, and a recorded call opens with a notice unless you turn that off. Recording Sync can keep copies on your server, organised by month and product.
What to measure
Track renewals paid before the due date, the reasons people gave for not continuing, and how long a callback waits for an advisor. We have no benchmark to give you, and any figure from another insurer's book wouldn't apply to yours. Compare a cohort called this way with a similar one handled as before.
Start with one product and a month's renewals. The insurance page lists other jobs, and the pricing page shows what the calls cost. You will find that once the first renewal cycle has run, the hardest part is no longer the calling. It is what you learn from the reasons people gave.