The situation
Renewals were being lost to dates rather than competition — policies lapsing simply because nobody called in time. Claims status chasing consumed the team. Endorsement turnaround irritated clients. The renewal book was managed on spreadsheets and memory, and every departure took institutional knowledge with it.
What we built
Renewal engine — on Zoho with cadence-based task generation and ageing escalation — no renewal falls through the cracks
Voice agents — on advance renewal contact and document chasing, calling clients before expiry with the right context
Document agents on claims — checking completeness of claims packs before submission, flagging missing documents instantly
Client portal — for real-time status on renewals, claims and endorsements — eliminating inbound status calls
Method
Industry
Insurance Broking
What was measured
Renewal retention rate, policies contacted before expiry, claims TAT, inbound status calls
Governance
IRDAI flow-down controls; health data access restricted and masked in non-production