Policy details, past reminders, call notes and payment status live in different systems and exported sheets.
INSURANCE RENEWALS SOLUTION
Give every expiring policy an owner, a reminder sequence and a next action
Cogover turns policy expiries into renewal cases with reminder sequences, callbacks, payment follow-up, lapse-risk escalation and renewal reporting on one record.
- EXPIRYExpiry signal
- CASERenewal case
- REMINDERReminder sequence
- PAYMENTPayment follow-up
- ESCALATIONLapse-risk escalation
BOTTLENECKS
When a policy lapses between spreadsheets, reminder lists and month-end reports
Reminder calls rely on manual lists, so the touchpoints before expiry slip.
Team leaders discover an unpaid renewal after the grace period, when the policy has already lapsed.
SOLUTION
A process with clear data, responsibilities and control points
- One timeline per policyholder covering active policies, expiry dates, touchpoints and payment status.
- Every expiring policy has an owner, a reminder sequence and a next action.
- Lapse risk becomes visible while there is still time to act, instead of at month-end.
APPS & PLATFORM
Service owns the renewal case; Omni Channel and Process run the reminders and escalation
The expiry creates an owned case, then conversations across channels, payment follow-up and escalation stay on the same policyholder record.
Policyholder timeline
Profile, active policies, expiry dates, past reminders, payment status and next action in one view.
Renewal case workflow
Turn each expiry into a case with owner, due date, reminder sequence and callbacks.
Reminders across channels
Trigger reminders at configured intervals before expiry over call, WhatsApp, SMS and email within the connected scope.
Lapse risk & payment follow-up
Track grace-period timers, unpaid renewals, payment promises and failed transactions as owned next actions.
CONTROLLED HUMAN–AI
AI supports tasks; humans retain decision authority
Renewal agent
- Human role
- Confirm the policyholder's intent and record the next reminder or payment follow-up.
- How AI may assist
- May assist with call summaries and drafting reminder content.
- Control point
- Approved content and permission to send.
Team leader
- Human role
- Reassign expiring policies and decide on escalation before the grace period ends.
- How AI may assist
- Can point out policies at lapse risk.
- Control point
- Thresholds, queues and approval gates.
Operations manager
- Human role
- Own renewal performance and process changes across product lines.
- How AI may assist
- Can aggregate renewal and lapse signals for review.
- Control point
- Process owner and reporting definitions.
FREQUENTLY ASKED QUESTIONS
Questions businesses commonly ask
What does the insurance renewals solution cover?
It covers policy expiries, renewal cases, reminder sequences, callbacks, payment follow-up, lapse-risk escalation, workload and renewal reporting on one operating layer. It works alongside the core policy system rather than replacing it.
Can reminders be sent before expiry?
Reminder sequences can be triggered at configured intervals before expiry and create an owned renewal case with a due date for every expiring policy. Available channels depend on the connections in scope.
Does it track lapse risk and escalation?
Policies close to expiry without payment can be surfaced as lapse risk, moved into an escalation queue with full context and kept visible until renewed, lapsed or formally closed.
Can it follow up on renewal payments?
Payment links sent, promises to pay, partial payments, failed transactions and grace-period cases can be tracked as next actions with owners and due dates. Payment and policy system integration is confirmed through fit-gap.
How should we start?
Start with one book of business. Cogover maps the workflow, configures policies, cases, reminder rules and queues, launches a pilot, then expands the blueprint across products and branches.
Choose one process to start with Cogover
Share the bottleneck you want to address first. The Cogover team will assess it and recommend an appropriate approach.
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