You're facing high-volume policy renewals. How do you maintain effective communication with clients?

Automation platforms provide quite a few features that can be used to blend standardization and customization. In addition to mentioning the client name, a good automation platforms uses the client coverages in the management system to automatically deliver custom recommendations to each policyholder. It of course has costs associated and the insurer should thoroughly test the platform, and look for trustworthy references to assess the efficacy of the platform to be used. Temptation to use hyper-customization can intervene with standardization and cause unnecessary disruption.

Personalized notes while automating the messages? It sounds like two opposite direction ideas. If you choose to automate, there is not too much space to add adhoc notes or action items for each client. But a more detailed segmentation of the type of contracts or policies, will lead you to customize more hand tailored messages.

To build a great relationship with the client is in the ability to process the Group Insurance renewals on time or early! We have a technology that can take 2.5 weeks of Group renewal paperwork and process in just under 5 hours. It has prebuilt underwriting factors that can make any insurance broker look like an expert and makes the negotiating underwriter’s job easier. Today a person has to use the tools available to be focus on being the relationship of the renewal.

There are increasingly good tools available to triage queries and help you prioritise. Understand of course what your clients want. Most don't like silence so if the question doesn't appear hugely urgent it could be that a "holding" message helps. What prioritisation must not do is push some people *too far* down the priority list, so ensure there is a way of catching those that are getting too long. Ensure you system can cope with people sending follow-ups and judging when the nature of the follow up means you need to prioritise the query.

Automation is the answer. 1. Incorporate automated email and SMS/IM apps to send reminders to notify clients about upcoming renewals. Schedule these reminders well in advance to give clients ample time to review and respond. 2. Provide clients with access to an online portal where they can view their policy details, renewal options, and complete the renewal process. An online portal offers convenience and self-service options. 3. Ensure that there are efficient bots deployed to answer standard queries on the portal. In addition, use chat feature so that customers with queries or those facing an issue can quickly and conveniently resolve any challenges without having to wait on a phone call to be patched through to an agent.

- Make sure the renewal process is transparent and seamless - with clear and concise renewal pricing and reasons for any increases. - Use digital renewal documents that allow customers to easily update any new information, and allow them to get 'in renewal' quotes for added coverage - Always provide an option ot connect to a trained customer service agent who has complete cobtext of the client for any queries

Utilizing technology and streamlined processes during the renewal period is crucial. Ensure communication through multiple channels about upcoming renewals, corresponding premiums, and other relevant details. This approach aids clients in making informed decisions. If a risk cannot be accommodated by the underwriting company, promptly inform the client. Establish pre-renewal guidelines based on regulatory and compliance requirements. Clearly communicate the renewal steps and subsequent actions to the customer.

It is important to avoid meetings that could be emails, but also to make sure to avoid emails when a meeting is required. Having QBRs is always a great way to keep informed about customer feedback, propose to up sale or cross sale a more convenient policy or type of contract.

I've seen this with all the most valuable organizations and the importance of having a good NPS is high and the feedback provided by the customer is something that we need to follow up. It is not important to assess the past, but also to take the beat of the future, to understand where the market is going and prepare ourselves for it.