Renewal automation for insurance brokers: the T-60 / T-30 / T-7 cadence

Every insurance broker in India loses renewals they should have won. Not because pricing changed. Because a reminder never went out at the right time, on the right channel, in the right language. Renewal automation isn't glamorous — but it's the single highest-ROI workflow a broker can install.

In every unautomated broker book we've looked at, renewal loss follows a predictable pattern:

• 40% — client forgot; the reminder never reached them or reached them too late.
• 25% — client had a question and no one followed up in time.
• 15% — competitor reached the client with a quote first.
• 10% — genuine reasons (business closed, moved out, changed insurer intentionally).
• 10% — administrative — expired card, wrong number, ownership change.

Two-thirds of that is fixable with a cadence. The other third is fixable with better data.

The version that consistently works for Indian broker books runs on three touchpoints, spaced along the policy's expiry curve:

1. 1T-60 (60 days before expiry) — first heads-up. Preferred channel: email + client portal. Content: 'Your policy is coming up for renewal; here's the renewal quote we've prepared'.
2. 2T-30 (30 days before expiry) — the decision window. Preferred channel: WhatsApp + email. Content: quote confirmation, changes vs. last year, payment link.
3. 3T-7 (7 days before expiry) — the last mile. Preferred channel: WhatsApp + call. Content: urgency reminder, one-tap payment.

Every touch is measured on open, reply and payment-link click. What doesn't get measured doesn't get better.

Autonomous renewal doesn't mean AI writes the message and sends it blind. It means the system:

• Schedules the cadence per policy the moment it enters the book.
• Picks the right channel based on the client's history.
• Personalises with policy number, insurer, cover changes and quote.
• Suspends itself if the client replies — a human takes over the conversation immediately.
• Escalates to a broker task if the client shows lapse risk (no engagement, portal inactive).

The broker's role shifts from 'send reminders' to 'handle the conversations that matter'.

The one metric to track is renewal-recovery lift: what percentage of policies would have lapsed under the old workflow that get renewed under the new one. In our own book on the SparkMile platform, RenewIQ has delivered a 25% renewal upliftment on the segments where the previous baseline was informal.

Downstream, the effect is even bigger. A recovered renewal in year one is often a compounding client for the next five.