Insurers · Early access
Persistency is collectionswith a thirteenth-month clock.
Most lapse is not a decision to leave. It is a failed auto-debit, an expired card or a renewal notice that arrived while somebody was travelling. The machinery Collections Hub runs on missed instalments fits that problem, and we are building the renewal and lapse workflows with a small group of design partners now.
The leak
The steepest decayis the cheapest to fix.
Persistency falls hardest between the first and second renewal, and a large share of that fall is administrative rather than deliberate. It is pre-due work: remind, take the payment, confirm it. It rarely needs a specialist and it almost never needs a negotiation.
A missed debit is a timing problem
Re-presenting a mandate at the right moment costs almost nothing, annoys nobody and sits outside the contact budget. For an insufficient-funds return it beats any call. This already works on loan mandates.
A forgotten renewal is a reminder problem
A message with a payment link cures the same policy a call would, at a fraction of the cost, once you can tell that segment apart. That means capturing the reason, not guessing it.
A revival window is a deadline problem
Lapsed policies stay revivable for years, and the value of contact fades across that window rather than falling off a cliff. A revival clock the engine can score against is part of what we are building.
Where it stands
What works today,and what we are building.
We would rather you hear it from us than find it in a pilot. Here is the line between what runs now and what design partners are shaping with us.
| Capability | Status | What it means |
|---|---|---|
| One contact budget per customer | Available now | Daily caps and cooling-off span every channel for a customer, so two teams cannot each stay inside their own limit. |
| One hardship state | Available now | A hardship hold placed on any conversation binds every agent and every channel for that customer. |
| Suitability before any offer | Available now | Eligibility and suitability are checked before scoring, offers are never spoken on a call, and they go out later only with marketing consent. |
| One evidence trail | Available now | Recording, transcript, rules and decisions land in the same audit store, whatever the conversation was about. |
| Policies and premiums in the record | In development | Policy, premium and renewal data alongside the ledger in Customer 360. |
| Renewal reminders and premium mandates | In development | Pre-due reminders with a payment link, and premium debits retried when the account is likely funded. |
| Grace periods and revival windows | In development | A lapse ladder and a revival clock the engine can score against, measured on policies retained. |
One customer
Two queues is howyou over-contact.
A customer behind on an instalment and lapsing a policy is one cash-flow story. Run as two systems, they get two contact budgets, two reminder cadences and two partial views, and the hardship signal one side captured is invisible to the other.
- One contact budget
- The frequency cap is per customer, across every channel, so when policy servicing joins, a customer cannot be reached six times in a week by two teams each staying inside their own limit.
- One hardship state
- A hold placed during a collections conversation binds every other agent too, at 02:00, without anyone forwarding an email.
- One record
- The same customer view carries the ledger, the promises and every interaction, and is where policies will sit.
- One evidence trail
- Whichever product the conversation was about, the recording, transcript, rules in force and gate results land in the same audit store.
Selling on the call
Only what the customeris actually eligible for.
A renewal is a suitability-sensitive moment, and the temptation to attach a product to it is exactly why conduct rules exist around it.
Eligibility is a veto, not a ranking input
The recommender cannot surface a product the customer does not qualify for. Eligibility is evaluated before anything is scored, so a high conversion score cannot promote an unsuitable product.
Nothing is sold on the call
Offers are never spoken on a collections call. A buying signal becomes an offer only after an eligibility and suitability check, and goes out later by WhatsApp with marketing consent, or to a relationship manager as a lead.
Nothing is offered on a call. Anything offered later has a written suitability finding behind it.
Questions
What insurersask first.
What is available today?
Everything on the lending side, including the contact policy, holds, suitability-gated offers and the evidence trail. Renewal, grace-period and revival workflows are being built with design partners, and we will say plainly which is which in a walkthrough.
Is this a separate product from the lending side?
No, and that is the point. A customer late on an instalment and lapsing a policy is one cash-flow story. Two systems means two contact budgets, over-contact, and a hardship signal that neither side sees.
Can it sell on a renewal call?
No. Offers are never spoken on a call. A signal from a conversation becomes an offer only after eligibility and suitability checks, and goes out later with marketing consent.
Help us buildthe renewal side.
Bring one renewal cohort. We will map it onto the platform with you and measure the pilot on policies retained, against a comparison group.