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Insurance Deployment

Policy Renewal Operations System

Projected policy lapse rate reduced from 23% to ~17%.

Pilot Duration
6 weeks
Measurement Window
12 weeks
Status
Production
Methodology
Audit-Ready

Client Context

Insurance intermediary managing 4,200 motor and health insurance policies.

Operational Problem

  • —Renewals tracked manually using spreadsheets with inconsistent reminder scheduling.

Operational Workflow

Before Deployment

  • — Manual intake
  • — Spreadsheet tracking
  • — Delayed operational response
  • — Fragmented visibility

After Deployment

  • ✓ Structured intake engine
  • ✓ Automated prioritisation
  • ✓ System-driven routing
  • ✓ Operational visibility dashboard

Deployment Timeline

Pilot

Initial deployment on scoped process.

Measurement

Tracking against baseline.

Scale

Full production rollout.

Operational Impact

Policy lapse rate
Projected improvement
23%
~17%
Manual follow-up calls
Reduced call workload
3–5 per renewal
1–2 per renewal
Renewal lead time
Earlier engagement
48 hours
~9 days

Metrics measured during the first full quarter post-deployment against a four-week pre-deployment baseline.

Scope Limitations

Claims-linked renewals handled manually.

Business Impact

Renewal teams handled more policies with the same staff.

What Stayed Human

  • Policy endorsements
  • claims dispute handling

What We Learned

Older policyholders preferred SMS communication over WhatsApp.

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If your team is managing a similar operational problem, we scope a pilot in 2–3 weeks.

The pilot is production-safe and measured against your operational baseline.