Renewals that don’t depend on catching someone by phone
An Abu Dhabi motor & health insurance brokerage
The challenge
Renewals lived in a spreadsheet and depended on advisors calling before expiry — the day a policy lapsed, the client was gone to whoever called first. New quote enquiries arrived without vehicle or coverage details, so every one cost two or three calls before it could even be priced. And because the product is regulated, anything resembling asking for card or ID numbers over chat was off the table.
What they set up
- Insurance quote qualifier flow branches by car, health or travel and captures exactly the details an advisor needs to price — before the first human reply.
- Renewal-due utility template goes out on a fixed schedule ahead of expiry, with a Renew reply that routes straight to the assigned advisor.
- Payment reminder flow handles the “already paid / need a few days / pay now” replies, setting a follow-up task instead of another phone call.
- Account menu flow states plainly that PINs, card numbers and passwords are never requested in chat, and routes verification to the secure portal.
The numbers (modeled)
| Metric | Before | After |
|---|---|---|
| Calls to price a new enquiry | 2–3 | details captured before first reply |
| Renewal outreach | manual, advisor-dependent | scheduled per policy, tracked |
| Lapses discovered after expiry | common | surfaced as tasks before the date |
| Sensitive data requested in chat | informal, inconsistent | never — routed to the portal |
What changed
The renewals book stopped being a race against the calendar. Advisors spend their calls on the clients who replied with intent, and the compliance answer to “what do you ask for over WhatsApp?” is now one sentence: nothing sensitive, ever.
Run this playbook for your business
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