Complete Renewal Workflow: 90 Days Out to Post-Renewal

Author: Laksh Pujary, Founder @ Autoikigai For: Independent Insurance Agencies Running Personal & Commercial Lines Last Updated: May 2026

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Why Renewals Fail

Renewals don’t fail at day 1. They fail at day 60 when nobody noticed the rate increase. They fail at day 30 when the client started shopping and nobody called. They fail at day 7 when it’s too late to re-market.

This workflow ensures nothing falls through the cracks from 90 days before expiration to 30 days after binding.

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Full Renewal Timeline

DAY -90                                                     DAY 0
  |                                                           |
  v                                                           v
  [IDENTIFY] -> [REVIEW] -> [PREPARE] -> [PRESENT] -> [BIND/RENEW]
  |         |           |            |            |           |
  D-90    D-75        D-60         D-45        D-30        D-15  D-7  D-3  D-1  D0  D+7  D+30
  |         |           |            |            |           |    |    |    |   |    |     |
  Pull     Internal    Carrier      Client      Re-market   Push  Esc  Esc  Go  Confirm  Review
  List     Review      Renewal      Outreach    if needed   Close      alate      Bind    Docs

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Detailed Touchpoint Map

Day -90: Identification & Queue

Step	Description	Owner	Manual/Auto
1	Pull policies expiring in 90 days from AMS	AI	Auto
2	Create renewal activity in AMS for each policy	AI	Auto
3	Flag high-value accounts (>$5K premium) for producer review	AI	Auto
4	Check for open claims on renewing policies	AI	Auto
5	Assign renewal to appropriate CSR or producer	AI / Manager	Auto (rules-based)

AMS Setup:

• Applied Epic: Set up “Policies Expiring” report filtered to 90-day window
• AMS360: Use “Renewal List” under Management Reports
• HawkSoft: Policies Expiring report, export and sort

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Day -75: Internal Review

Step	Description	Owner	Manual/Auto
6	Review current coverage for adequacy	CSR	Manual
7	Check if client has had life changes (new home, new vehicle, etc.)	AI	Auto (data scan)
8	Identify cross-sell opportunities	AI	Auto
9	Flag any coverage gaps to discuss at renewal	CSR	Manual
10	Document review findings in client file	AI	Auto (from CSR notes)

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Day -60: Carrier Renewal Arrives

Step	Description	Owner	Manual/Auto
11	Receive carrier renewal offer/terms	CSR	Manual (download)
12	Log renewal terms in AMS	AI	Auto (if carrier API)
13	Calculate rate change (% increase/decrease)	AI	Auto
14	Flag renewals with >10% increase for immediate action	AI	Auto
15	Compare renewal terms to current coverage	AI	Auto
16	For rate increases >10%: begin re-marketing immediately	CSR/Producer	Manual

Escalation Trigger: If carrier renewal shows >15% rate increase OR coverage reduction, escalate to producer immediately. Do not wait for standard timeline.

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Day -45: Client Outreach (First Touch)

Step	Description	Owner	Manual/Auto
17	Send renewal notification email to client	AI	Auto
18	Include: current coverage summary, renewal terms, rate change	AI	Auto
19	Ask: any changes to report? (new vehicles, renovations, etc.)	AI	Auto
20	For commercial: request updated payroll/revenue/vehicle schedules	AI	Auto
21	Log outreach in AMS	AI	Auto

Email Template (Auto-Generated):

Subject: Your [Policy Type] renewal — action needed by [Date]

Hi [First Name],

Your [policy type] policy with [Carrier] renews on [Date]. Here’s a summary:

• Current premium: $[amount]
• Renewal premium: $[amount] ([+/-]$[difference], [X]% change)

Before we finalize, I want to make sure your coverage still fits:

• Any new vehicles, drivers, or addresses?
• Any renovations or major purchases?
• Any changes to your business operations?

Reply to this email or call us at [phone] and we’ll take care of everything.

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Day -30: Follow-Up & Re-Marketing Decision

Step	Description	Owner	Manual/Auto
22	If no client response to Day -45 email: send follow-up	AI	Auto
23	If rate increase >10% and no remarketing started: escalate	AI	Auto (escalation)
24	If client requests re-quote: submit to 3-5 carriers	CSR	Manual
25	Commercial lines: submit via carrier portals or EZLynx	CSR	Manual
26	Track all carrier submissions and response dates	AI	Auto

Re-Marketing Carrier Priority:

Carrier	Personal Lines Turnaround	Commercial Lines Turnaround
Progressive	Same day (online)	2-3 business days
Hartford	1-2 business days	3-5 business days
Travelers	1-2 business days	3-7 business days
Safeco	Same day (online)	N/A
Nationwide	1-2 business days	3-5 business days

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Day -15: Decision Push

Step	Description	Owner	Manual/Auto
27	If re-marketing: compile comparison of all carrier quotes	AI	Auto
28	Send client comparison (current vs alternatives)	CSR / AI	Auto (template)
29	If no response to previous outreach: phone call attempt	CSR	Manual
30	If client unreachable: send SMS (if opted in)	AI	Auto
31	Schedule callback or meeting if client needs discussion	CSR	Manual

Comparison Template:

	Current (Renewal)	Option B	Option C
Carrier	[Name]	[Name]	[Name]
Premium	$[amt]	$[amt]	$[amt]
Deductible	$[amt]	$[amt]	$[amt]
Liability Limits	[limits]	[limits]	[limits]
Key Differences	—	[note]	[note]
Recommendation		Best Value	Best Coverage

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Day -7: Escalation

Step	Description	Owner	Manual/Auto
32	If no client decision: escalate to producer	AI	Auto (escalation)
33	Producer makes personal call to client	Producer	Manual
34	If still no response: send “urgent action needed” email	AI	Auto
35	Document all attempts in client file	AI	Auto

Escalation Email:

Subject: URGENT: Your [policy type] expires in 7 days

[First Name], your policy expires on [date] and we haven’t heard back from you. To avoid a lapse in coverage, we need your decision on the renewal.

If we don’t hear from you by [date - 3 days], we’ll process the renewal at the current carrier’s terms to keep you covered.

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Day -3: Final Push

Step	Description	Owner	Manual/Auto
36	If decision made: process renewal or rewrite	CSR	Manual
37	If no decision: call + email + SMS blitz	CSR + AI	Both
38	If unreachable: make decision per agency protocol	Producer	Manual
39	Document decision rationale in file	AI	Auto

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Day -1: Bind Day

Step	Description	Owner	Manual/Auto
40	Process renewal in carrier portal	CSR	Manual
41	Update policy in AMS	CSR / AI	Manual or Auto (API)
42	Issue new ID cards / certificates if needed	AI	Auto
43	Send confirmation to client	AI	Auto

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Day 0: Renewal Effective

Step	Description	Owner	Manual/Auto
44	Verify policy is active in carrier system	AI	Auto (check)
45	Confirm AMS reflects new policy term	AI	Auto
46	Close renewal activity in AMS	AI	Auto

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Day +7: Post-Renewal

Step	Description	Owner	Manual/Auto
47	Send “thank you for renewing” email	AI	Auto
48	Include: updated coverage summary, contact info	AI	Auto
49	Trigger cross-sell sequence if mono-line	AI	Auto
50	Request Google review (if appropriate)	AI	Auto

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Day +30: Documentation & Audit

Step	Description	Owner	Manual/Auto
51	Verify all renewal documents in client file	AI	Auto (audit)
52	Check: signed applications, dec pages, ID cards issued	AI	Auto
53	Flag any missing documentation for CSR follow-up	AI	Auto
54	Update renewal metrics dashboard	AI	Auto

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Escalation Trigger Summary

Trigger	When	Action	Who
Rate increase >10%	Day -60	Begin re-marketing	CSR
Rate increase >15%	Day -60	Escalate to producer + re-market	Producer
No client response	Day -30	Second outreach + phone call	CSR
No client response	Day -7	Producer escalation + urgent email	Producer
Carrier non-renewal	Day -60	Immediate re-marketing, all carriers	Producer
Client requests cancellation	Any time	Producer call within 24 hours	Producer
Open claim on policy	Day -90	Flag for special handling	CSR/Producer

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Automation Score

Of the 54 steps in this workflow:

• Auto (AI handles fully): 32 steps (59%)
• Manual (human required): 16 steps (30%)
• Both (AI assists human): 6 steps (11%)

That’s 59% of the renewal workflow that can run without human intervention. The human steps are where judgment, relationships, and expertise matter most.

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What This Looks Like in Practice

Without automation: CSR manages 200 renewals/month. Drops balls on 15-20%. Retention: 82%.

With automation: AI manages the workflow. CSR handles the 16 manual steps. Same CSR manages 400 renewals/month. Drops 2-3. Retention: 93%.

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Built by Autoikigai — AI employees for insurance agencies.