All use cases

Win back

Lapsed-policyholder win-back

The policy lapsed months ago, the coverage they had is sitting in your records, and the generic "come back" letter ignores why they left and what's changed in their life since.

Get aheadTime-based triggerBehavioral triggerEmailSMSVoiceChatInsurance

What it does

A policyholder who let cover lapse or quietly didn't renew is one of the cheapest customers an insurer can win back, yet most carriers re-approach them with the same lapse mailer that ignores the reason for leaving. The reason is usually recoverable: a premium that jumped at renewal, a claim experience that soured, a switch to a competitor's introductory rate, or a life event that changed what they need. The agent rebuilds each approach from that former policyholder's own history — the cover they held, the likely exit reason, a freshly re-rated offer, the event since they left — and reaches out on the channel they answered on before. The aim is to re-bind the relationship before the customer settles in elsewhere.

How it works

  1. 1
    Trigger. a lapse condition matures — a policy lapsed past its grace and reinstatement window, or a renewal went un-actioned and the cool-off period has passed — and the agent picks its timing within the win-back window rather than batching everyone into one mailing.
  2. 2
    Decision. the agent reads memory for the exit reason and the prior cover (premium-shock at last renewal, a friction-heavy claim, a coverage gap, a recorded life event), re-rates an offer that addresses it, and a judge gates the drafted message for suitability, tone, and the disclosures the line of business requires before anything sends.
  3. 3
    Action. a specific, compliant message goes out on the policyholder's preferred channel — email, SMS, voice, or chat — referencing the cover they had and a re-rated reason to come back, opening a two-way conversation instead of a static quote page.
  4. 4
    Follow-through. replies run in-dialog up to the bind step, which the customer completes in the carrier's own quote-and-bind flow; the outcome writes back to memory; if the customer re-binds on their own first, the pending outreach is cancelled as stale. Reactivation and recovered premium are measured per cohort against a holdout.
Example
AgentHi Daniel — your auto cover with us lapsed in March, around the time the renewal premium went up. We've re-rated your profile and can bring the same cover back about fifteen percent lower than that renewal quote. Want me to walk you through it?
CustomerI've already got cover elsewhere now, it renews in two months though.
AgentThat's useful timing. I'll note your renewal month and send a fresh quote a few weeks before it, so you can compare like-for-like with no pressure. No need to do anything until then.

Configuration

How the agent is wired for this use case.

Triggera policy_lapsed or renewal_not_actioned status from the policy admin system, after the grace, reinstatement, and cool-off windows have passed.
Tools & actions
  • Policy admin system · read prior cover, lapse reason, last premium, reinstatement-window status
  • Customer memory · retrieve exit reason, recorded life events, prior claim experience, channel preference
  • Rating/quote engine · request a re-rated offer for the prior cover and any newly relevant riders
  • CRM · log the win-back attempt, outcome, and any suppression flags
  • Messaging channel · send the quality-gated outreach and run the reply dialog up to the bind hand-off
Autonomyunattended, judge-gated for outreach and the conversation; the bind itself is a customer-completed step in the carrier's quote-and-bind flow, and any premium or refund movement is confirmation-gated, never executed in chat. Money-moving and suitability steps fall under the regulated-advice policy class.
Channelsemail · sms · voice · chat
Escalationcomplaint language, a complex coverage or eligibility question beyond the playbook, or any vulnerability signal hands off to a licensed agent with the full history attached.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

lapse and non-renewal lifecycle events (policy_lapsed, renewal_not_actioned), reinstatement-window expiry, reactivation-propensity flags

Data

prior policy and cover details, last premium and renewal history, recorded exit reason and life events, claim experience, channel consent and contact state

Guardrails

judge gating on every unprompted message; suppression of do-not-contact, in-reinstatement, and recently-contacted policyholders; line-of-business disclosures and suitability rules; frequency caps; stale-outreach cancellation on organic re-bind; per-cohort holdout. No binding premium quote is presented as final and no money moves without an explicit confirmation in the carrier's own flow.

Metrics it moves

  • reactivation-rateup, because the approach answers the real reason the policy lapsed instead of a generic come-back offer
  • recovered-revenueup, tracked per cohort as recovered premium from re-bound policies, measured against a holdout
  • opt-out-ratedown, since a re-rated, relevant, well-timed message gets answered rather than reported

Related use cases

Win back

Memory-personalized win-back

the all-industry parent this insurance case specializes

Retain / Save

Policy auto-renewal and lapse save

the pre-lapse layer that fires before this win-back is needed

Retain / Save

Policy-lapse-risk early-warning save

catching lapse risk upstream of any lapse event

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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