Insurance
A digital insurance aggregator distributing health, term, and motor insurance policies across India was facing a chronic renewal leakage problem. Despite having a database of 85,000+ active policyholders, their renewal reminder process — managed by a team of 22 agents making outbound calls — was only reaching 38% of policyholders before their renewal date. The result was a policy lapse rate of 28%, representing significant lost premium revenue and customer lifetime value. ElidePro automated the entire renewal outreach workflow — enabling the aggregator to contact every policyholder multiple times before expiry at a fraction of the previous cost.
The Challenge
The aggregator's renewal team made manual calls starting 30 days before each policy expiry date. With 22 agents averaging 80 dials per day each, they could theoretically make 1,760 calls per day. But their database was generating 2,400+ renewal-eligible contacts daily during peak months — creating a perpetual backlog. Many policyholders were only contacted once, on the day of expiry, when urgency was highest and agent conversations most contentious. The aggregator was also running expensive email and SMS campaigns with diminishing returns, as open rates fell below 12%.
The ElidePro Solution
ElidePro deployed an AI renewal outreach sequence for every policy approaching expiry. The AI executed a structured multi-touch contact campaign: an initial call 30 days before expiry to notify and answer questions, a follow-up call 15 days before expiry for policyholders who had not renewed, a final reminder call 3 days before expiry for lapsing policies. Each call was personalized with the policyholder's name, policy type, expiry date, and renewal premium. The AI answered common questions about coverage, premium changes, and claim history. For policyholders ready to renew, it transferred calls to human advisors with full context or sent a direct payment link via WhatsApp.
Results After 60 Days
Policyholder contact rate before expiry improved from 38% to 91%. Policy renewal rate increased by 34% — representing hundreds of additional policies retained per month. Policy lapse rate dropped from 28% to 17%. Human agents' time was redirected exclusively to policyholders expressing intent to switch providers or request coverage changes — the conversations requiring real expertise. The aggregator's cost per renewal dropped by 60% as AI handled the high-volume outreach and human agents focused on conversion.
Key Use Cases Automated
Multi-touch renewal reminder calls starting 30 days before expiry, premium amount and coverage summary communication, answers to renewal and claim history queries, live transfer to human advisors for complex renewals or upsell opportunities, WhatsApp payment link delivery post-verbal confirmation, lapsed policy re-engagement campaigns, cross-sell calls for health top-up or add-on covers, new lead qualification from comparison portal inquiries.
Why ElidePro for Insurance
Insurance renewal conversations require a careful balance of urgency and empathy. ElidePro's AI is specifically designed to handle these conversations with the appropriate tone — proactive without being aggressive, informative without overwhelming the policyholder. For aggregators and insurance brokers managing large books of business, ElidePro provides the operational scale to run a world-class renewal program without proportional headcount growth.