Policy renewal reminders
When to use it
Section titled “When to use it”- You are an insurance agent or broker with a client list in Google Sheets or Excel, each with a renewal date.
- Clients forget to renew, and you chase them by phone one at a time.
- You want to see each month how many renewals are due, renewed and lapsed.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A Google Sheet or Excel file, synced | Your policy sheet, synced every hour as People: phone, email, policy type, renewal date and renewal status (pending, renewed or lapsed). |
| A CSV upload | Or a one-off CSV of the same columns to start with. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Renewals desk | Calls clients who haven't renewed. | Empty |
| Team | Principals | Hears about renewal calls that weren't made, and gets the monthly summary. | Empty |
| Segment | Renewal due in a month | Renewal date within the email lead time and still pending. | Ready |
| Segment | Renewal due in two weeks | Renewal date within the SMS lead time and still pending. | Ready |
| Segment | Renewal due in a week | Renewal date within the call lead time and still pending. | Ready |
| Segment | Recently lapsed | Renewal date passed in the last couple of weeks and not renewed. | Ready |
| Segment | Renewed recently | Clients who renewed in the last month (for the monthly summary). | Ready |
| Report | Monthly: renewals | Each month, how many renewals are coming up, how many renewed and how many lapsed, to the principal. | Off |
| Template | Renewal coming up (email) | Email a month before the renewal date. | Ready |
| Template | Renewal in two weeks (SMS) | SMS two weeks before. | Ready |
| Template | Policy lapsed (SMS) | Kind SMS after a lapse. No pressure. | Ready |
| Follow-up | Renewal 1: a month before | Daily run over "renewal due in a month": one email per cycle. | Off |
| Follow-up | Renewal 2: two weeks before | Daily run over "renewal due in two weeks": one SMS per cycle. | Off |
| Follow-up | Renewal 3: call a week before | Daily run over "renewal due in a week": a call task that escalates to the principal; the outcome is saved. | Off |
| Follow-up | Renewal 4: lapsed | Daily run over "recently lapsed": an SMS and a call task. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your agency or brokerage? | none, must answer | org_name |
| 2 | Which number should clients call to renew or ask questions? | ‹workspace phone› | contact_phone |
| 3 | Which team calls clients who haven't renewed? (one person is fine) | Renewals desk | renewals_team |
| 4 | Who should hear if a renewal call isn't made, and get the monthly summary? | Principals | principal_team |
| 5 | Is there a link where clients can renew or request a quote? (leave empty to give your phone number only) | empty: skipped | renew_url |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Trait with the renewal date | renewal_date | renewal_date_trait |
| Trait with the renewal status (pending, renewed or lapsed) | renewal_status | renewal_status_trait |
| Email this long before the renewal date | 30d | email_lead |
| SMS this long before the renewal date | 14d | sms_lead |
| Call task this long before the renewal date | 7d | call_lead |
| How long after the renewal date to keep following up a lapsed policy | 14d | lapsed_window |
| Hours the desk has to make the call | 48 | call_due_hours |
| Hours after which an uncalled task goes to the principal | 48 | escalate_after_hours |
| Daily send time | 09:00 | send_time |
| When the monthly summary arrives | 0 8 1 * * | report_cron |
| Time zone for the daily runs and the report | ‹workspace timezone› | timezone |
| Sender address | ‹workspace default_sender› | email_from |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- Runs every day at 09:00 in ‹workspace timezone›.
- An email when the renewal date is within 30d, an SMS within 14d, and a call task for Renewals desk within 7d (due in 48 hours, escalating to Principals after 48 hours). Each only while the policy is still pending.
- A lapsed policy (renewal date passed in the last 14d, not renewed) gets an SMS and a call task. Each client gets each message once per cycle.
- The monthly summary arrives on cron 0 8 1 * *.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| The first reminder, a month before | A verified sending domain for ‹workspace default_sender›. | |
| sms | The two-week reminder and the lapsed message | An SMS provider, or Origamy managed SMS after business verification (KYC). |
What you need to do
Section titled “What you need to do”- Keep these columns in your policy sheet: phone, email, policy_type (for example motor or home, in plain words), renewal_date (a date like 2026-12-01) and renewal_status (exactly pending, renewed or lapsed, never blank). Set the status to renewed as soon as a client pays. Leave the old date in place for a few weeks, so the monthly summary can count the renewal, then move it forward a year and set the status back to pending.
- Add people to the Renewals desk team and to Principals. If you work alone, put yourself in both. A task assigned to an empty team reaches nobody.
- Verify the sending domain for the email. For SMS, connect a provider or finish business verification.
- Check the segment sizes against your sheet, then switch the follow-ups and the report on.
- Never put premiums, policy numbers or claim details in messages or in the notes on a task. Follow your insurance regulator's rules on how and when you may contact clients, and do not tell clients they are covered unless they are.
- The renewals sheet is the whole system, so give one person the job of updating the status the same day a client pays. A client who has paid and still gets a call is the quickest way to lose trust.
- Many clients prefer a call or WhatsApp to an email. If your clients are mostly in Nigeria, expect the two-week SMS and the one-week call to do most of the work, and treat the email as a first nudge only.
- Never put premiums, policy numbers, vehicle or health details in a message. Say what kind of policy it is in plain words, and ask clients to call or use your link for anything specific. Check your insurance regulator’s rules on reminders, and don’t promise cover continues during a gap.
- For a lapsed policy, keep the tone helpful, not alarming. Many people just forgot, and a kind call recovers more renewals than a warning.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
I'm an insurance broker. Email clients a month before their policy renewal date, text them two weeks before, and a week before give my renewals team a task to call anyone who hasn't renewed, escalating to the principal if it isn't done in two days. If a policy lapses, text them kindly and give the team a task to call. Never put the premium or policy number in a message. The date is in renewal_date and renewal_status says pending, renewed or lapsed.
It passes when every piece is a valid draft and everything lands off, with at least: segment, workflow, message_template. It must never use: premium, policy number.