Real Case Study
Renewals are the revenue base of a brokerage, a lapsed renewal is a client someone else now owns. The principal knew renewals were slipping but had no view of which ones, or how close to the edge each was.
Renewal reminders relied on staff memory and a shared inbox, with no overdue view. Quote comparisons across underwriters were assembled manually in Excel.
A renewal process can look “fine” from the outside while still leaking time through shared inboxes, manual quote comparison, unclear overdue visibility, and owner/staff memory. Near-lapses stay invisible until they are emergencies.
Estimated $26,000+/year in labour cost alone, before counting the revenue at risk from near-lapsed renewals.
Labour capacity recovered, fewer near-misses, clearer owner oversight.
The first fix is not necessarily a new platform. It is often a clearer renewal status workflow, follow-up rhythm, and exception view, every policy visible by days-to-expiry, with ownership assigned per renewal instead of living in a shared inbox.
“A business doesn't lose renewals because staff are careless, it loses them because the workflow only surfaces a renewal when a human remembers it. Memory is not a system.”
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