Workflow Automation for Insurance Renewals and Stalled Cases

A renewal calendar sorted by hand

In a book of a few thousand policies the renewal calendar is the business, and it is usually a spreadsheet re-sorted on the first of every month. Everything that arrives between sorts falls outside it: the mid-term addition, the policy issued late, the client who asked to be called after Diwali, the case that came in from a sub-agent on the fourteenth. Each one is small; together they are the leak.

The other half of the problem is the case that simply stops. A proposal submitted, medicals scheduled, and then silence. An insurer query forwarded to the client on a Friday evening and never chased. Nobody has done anything wrong. There is just no mechanism that notices five days of quiet on a case that was live last week, and by the time somebody does notice, the quote has lapsed.

Rules that count backwards from the dates you already store

Because the expiry date sits on the policy record as a date, rules can act on it: raise a task for the servicing owner and send the approved reminder at forty-five, twenty-one and seven days out. Other rules watch stages. A case still at medicals scheduled after the appointment date raises a task and notifies the team lead. A policy marked issued sets the free-look end date and a courtesy call. A corporate account ninety days out opens its placement case.

Assignment is by rule rather than guesswork: round robin on fresh enquiries, territory or sourcing POSP for anything already in the book. Every send is logged, opt-outs are honoured, and working hours respected so nothing automated arrives at midnight.

More on the capability itself: Workflow Automation. More on this industry: CRM for insurance brokers.