markus41/plugins/lobbi-insurance-domain/skills/renewal-automator

Renewal Automator Workflow Design

Design a complete automated renewal workflow that scores client retention risk, triggers proactive outreach sequences, manages quote generation, and handles exception cases — all designed to maximize retention rates and reduce the manual burden on agency staff.

Renewal Pipeline Architecture

The renewal automation runs as a background process that continuously monitors upcoming expirations and triggers the appropriate actions based on days-to-expiration and client retention score.

Pipeline overview:

Daily: Scan for upcoming expirations
  → 90 days: Enter renewal pipeline → Score retention risk → Route by tier
  → 60 days: Quote generation trigger → Deliver quote to agent
  → 30 days: Agent review flag → Client outreach
  → 14 days: Escalation if not resolved
  → 7 days: Final alert
  → Expiration: Lapse handling

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Component 1: Renewal Pipeline Setup

Scanning criteria:

Run nightly. Pull all policies from AMS where:

• expiration_date is between today and today + 90 days
• policy_status = 'Active'
• Not already in renewal pipeline (deduplicate)

Pipeline entry data captured:

| Field | Source | |-------|--------| | Policy number | AMS | | Named insured | AMS | | LOB | AMS | | Carrier | AMS | | Current premium | AMS | | Expiration date | AMS | | Agent of record | AMS | | Client retention score | Calculated (see Component 2) | | Renewal tier | Derived from retention score | | Pipeline entry date | System timestamp | | Status | New / Contacted / Quoted / Renewed / Non-renewed / Lapsed |

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Component 2: Retention Scoring Model

Score each client 0–100 at renewal pipeline entry. Higher score = higher retention risk.

Scoring factors:

| Factor | Condition | Risk Points | |--------|-----------|------------| | Claims history — frequency | 0 claims in 3 years | 0 | | Claims history — frequency | 1 claim in 3 years | +5 | | Claims history — frequency | 2+ claims in 3 years | +15 | | Claims history — severity | Claims totaling > $[X] | +10 | | Payment record | No late payments in 12 months | 0 | | Payment record | 1–2 late payments | +8 | | Payment record | 3+ late payments or NSF | +20 | | Coverage changes last term | No mid-term changes | 0 | | Coverage changes last term | Reduced coverage | +10 | | Coverage changes last term | Cancelled endorsement | +8 | | Relationship tenure | 5+ years with agency | −15 (protective) | | Relationship tenure | 3–5 years | −8 | | Relationship tenure | 1–3 years | 0 | | Relationship tenure | < 1 year (first renewal) | +10 | | Competitor pricing indicator | Premium increase > 15% at renewal | +20 | | Competitor pricing indicator | Premium increase 5–15% | +10 | | Multi-policy household/account | 3+ policies | −10 | | Multi-policy household/account | 2 policies | −5 | | Agent relationship quality | Agent-rated relationship score (1–5, entered in AMS) | −[5−score] × 3 |

Retention risk tiers:

| Score | Tier | Designation | Handling | |-------|------|-------------|---------| | 0–25 | A | Low risk | Automated outreach sequence | | 26–50 | B | Medium risk | Automated + agent phone call at 30 days | | 51–75 | C | High risk | Agent personal outreach starting at 90 days | | 76–100 | D | Critical risk | Senior agent / principal involvement from pipeline entry |

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Component 3: Outreach Sequence Design

Sequences are triggered automatically based on days-to-expiration and retention tier.

Tier A — Low risk automated sequence:

| Day | Trigger | Channel | Content | |-----|---------|---------|---------| | −90 | Auto | Email | Renewal notice: policy expiring [date], we're already working on your renewal, no action needed | | −60 | Auto | Email | Quote ready: [Carrier] has offered renewal at $[premium]; or: here are your options with premium comparison | | −30 | Auto | Email | Action requested: confirm renewal by [date] to avoid a lapse in coverage | | −14 | Auto | Email | Reminder: renewal in 14 days; one-click confirm link | | −7 | Auto | Email + SMS (if opted in) | Final reminder: your policy expires in 7 days |

Tier B — Medium risk with agent touchpoint:

| Day | Trigger | Channel | Content | |-----|---------|---------|---------| | −90 | Auto | Email | Renewal notice (same as Tier A) | | −60 | Auto | Email | Quote ready | | −30 | Agent task | Phone call required | Agent calls to review coverage and confirm renewal; document outcome in AMS | | −30 | Auto (if no call logged) | Email | Backup if agent has not called | | −14 | Auto | Email | Reminder | | −7 | Auto | Email + SMS | Final reminder |

Tier C — High risk proactive outreach:

| Day | Trigger | Channel | Content | |-----|---------|---------|---------| | −90 | Agent task | Phone call required | Agent calls to establish contact, discuss any changes, explain renewal process | | −90 | Auto (backup) | Email | Renewal notice if agent call not completed by day −85 | | −60 | Auto | Email | Quote options with premium comparison; agent copies on all communications | | −45 | Agent task | Phone call | Agent follows up on quote; addresses any concerns about premium increase | | −30 | Auto | Email | Confirm renewal or request meeting | | −14 | Agent task | Phone call | Final personal outreach | | −7 | Auto | Email + SMS | Final reminder |

Tier D — Critical risk escalation:

| Day | Trigger | Channel | Content | |-----|---------|---------|---------| | −90 | Escalation alert | Task to principal/senior agent | Flag for immediate personal attention | | −90 | Agent task | Phone call required | Senior agent / principal calls personally | | −60 | Auto | Email | Quote with cover letter from principal | | −60 | Agent task | Optional: in-person or video meeting | Review relationship, address concerns, negotiate if applicable | | −45 | Agent task | Phone call | Follow-up on quote decision | | −30 | Agent task | Phone call | Status check | | −14 | Agent task | Phone call | Final outreach | | −7 | Auto | Email + SMS | Final reminder |

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Component 4: Quote Generation

Automatic re-marketing rules:

| Condition | Action | |-----------|--------| | Carrier offering renewal (no non-renewal notice) + premium increase < 5% | Auto-generate renewal quote from current carrier; present to agent for review | | Premium increase 5–15% | Trigger market comparison: current carrier + [N] alternative carriers | | Premium increase > 15% | Trigger full market sweep: all appointed carriers for this LOB | | Carrier issuing non-renewal | Trigger immediate full market sweep; notify agent and client | | Client credit score dropped significantly (if available) | Flag for agent review before quoting; some carriers will increase or non-renew |

Carrier selection logic:

For market comparisons, submit to carriers in this priority order:

1. Carriers with active binding authority for this LOB and risk profile
2. Carriers with preferred appointments (higher commission or volume commitment)
3. All remaining appointed carriers
4. E&S markets (only if admitted market cannot accommodate the risk)

Quote comparison delivery to agent:

• Quote comparison table (carrier, premium, key coverage differences, AM Best rating)
• Recommended carrier (system recommendation based on premium and coverage quality score)
• Flag any coverage differences between current and proposed (always highlight if proposed offers less coverage)
• Agent reviews and selects; selection logged

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Component 5: Client Communication Templates

Renewal notification email (Day −90, all tiers):

Subject: Your [LOB] policy renews [date] — we're already working on it

Dear [Client First Name],

Your [LOB] policy with [Carrier] (policy #[number]) renews on [date]. We wanted you to know early so you have plenty of time to review your coverage and options.

Over the next few weeks, we'll:

• Review your current coverage to make sure it still fits your needs
• Check market pricing so you always know you're getting a competitive rate
• Send you your renewal options with our recommendation

You don't need to do anything right now. We'll reach out again around [60-day date] with your renewal options.

If anything has changed this year — new vehicle, home renovation, business change, or new family members — please reply to this email or call us so we can make sure your coverage is up to date.

[Agent Name] | [Agency Name] | [Phone] | [Email]

Premium increase explanation (for increases > 10%):

Subject: Your renewal options — here's what changed and what we're doing about it

Dear [Client First Name],

Your policy is up for renewal on [date], and I want to be upfront with you: the renewal premium has increased this year.

Here's the situation:

• Current premium: $[current]
• [Carrier]'s renewal offer: $[new premium] (+[X]%)
• Why: [Carrier] has cited [rate increase reason — e.g., statewide rate filing, claims trend in your area, changes in your policy]

I've already shopped your coverage with [N] other carriers. Here's what I found:

| Carrier | Premium | Key Differences | |---------|---------|----------------| | [Carrier A] | $[premium] | [Same coverage / note differences] | | [Carrier B] | $[premium] | [Same coverage / note differences] |

My recommendation: [Recommendation and brief rationale]

I'll call you [date] to walk through the options together. If you'd like to talk sooner, my direct line is [phone].

[Agent Name]

Bind confirmation (sent immediately upon binding renewal):

Subject: Your [LOB] policy is renewed — here's your confirmation

Dear [Client First Name],

Your [LOB] policy is renewed and active. Here are your coverage details:

| | | |--|--| | Policy number | [Number] | | Carrier | [Carrier] | | Coverage period | [Start date] – [End date] | | Annual premium | $[Amount] | | Payment plan | [Plan] |

Your policy documents will be available within [N] business days. You can always access them through [portal link].

[Agent Name]

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Component 6: Exception Handling

Non-renewal by carrier:

1. Non-renewal notice received from carrier → alert to agent (same day; do not wait for routine renewal pipeline)
2. Client notified immediately (do not wait for 60-day pipeline trigger)
3. Full market sweep triggered immediately
4. Agent personally calls client within 24 hours to explain and present options
5. Timeline compressed: quote → bind before non-renewal effective date

Client non-response escalation:

| Day | Action | |-----|--------| | −14: No response to any outreach | Agent task: final personal call attempt; document outcome | | −7: Still no response | Certified mail / registered email with delivery confirmation: "Your policy expires in 7 days; contact us immediately to avoid a lapse" | | Expiration: No bind | Policy lapses; client notified immediately of lapse consequences; re-application process explained |

Mid-renewal scope changes:

• Client requests coverage change during renewal process → endorsement workflow triggered; renewal quote updated if coverage change affects premium
• Client adds or removes a risk (vehicle, property location) → re-quote with updated information before binding

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Output Format

Deliver three artifacts:

1. Renewal Workflow Specification — Step-by-step process for each pipeline stage, exception cases, and system triggers

2. Retention Scoring Model — Scoring table with factor weights, tier thresholds, and update frequency

3. Communication Template Library — All email/SMS templates with variable placeholders identified and instructions for conditional logic (e.g., show premium increase table only if increase > 10%)