Use case · Insurance

Insurance policy renewal reminders

Automate insurance renewal reminders with AEP and Journey Optimizer: renewal windows, risk-based offers, suppression rules and retention measurement.

Quick answer

Renewal reminders use a computed renewal date to start a journey 60 days before expiry, with reminders at 60, 30 and 7 days, a retention offer for higher-risk policyholders and suppression for anyone with an open complaint or claim. The journey exits on renewal, and retention is compared with a holdout group.

How it works

Use-case flow from signal to measurement.

Trigger and data needed

Trigger: audience qualification: policy expires within 60 days

Policy end date (computed upstream)
Retention risk score
Open complaints or claims flag
Channel consent

Audience and journey logic

Qualify 60 days before expiry
Send the first reminder
Second reminder at 30 days
Add a retention offer for higher-risk policyholders
Final reminder at 7 days
Exit on renewal event

Channels

Email
SMS
Agent task
Customer portal

How to measure it

Renewal rate vs holdout
Retention offer take-up
Cost per retained policy

Guardrails

Suppress customers with open complaints
Keep health and claims data out of marketing
Follow regulatory notice requirements

See it in a case study

This use case is implemented in the related case study.

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Last updated: 28 October 2026

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