A growing insurance agency managing thousands of auto and home policies saw renewal reminders piling up faster than agents could call. With limited staff, they struggled to reach out to all policyholders to confirm details and update policies before they lapsed. As a result, renewal rates began to decline, impacting both retention and revenue.

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Agents were overwhelmed with repetitive calls asking the same questions: “Is your vehicle the same?”, “Any new drivers?”, “Any recent claims?” or for home: “Is this your primary residence or a rental?”, “Any recent renovations?”—limiting their availability to close renewals. Manual calling was slow and inconsistent, and by the time an agent finally connected, the customer had often already moved on.

As policyholders went unreached, renewals lapsed, customers forgot deadlines, customer trust eroded, and revenue slipped through the cracks. Hiring new staff added cost and ramp-up time, further compounding the delay and stress on already stretched teams.

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