Financial Services · Insurance

Lapsed Policy Win-back

Reinstate lapsed cover inside the window where it's still simple.

Apps this needs

Core / Policy System Lending, policy or subscription system for renewals & balances. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup
WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup

How it works

  1. Agent picks up policies lapsed inside the reinstatement window, via the policy admin system.
  2. Reaches the customer via voice (Twilio, 3CX, RingCentral, or a carrier-direct SIP trunk), WhatsApp or SMS, and states what lapsed and what that means factually.
  3. Explains the process to reinstate — steps, documents (e.g., updated underwriting information), deadline.
  4. Books an adviser call or sends the reinstatement link where self-serve. If the customer wants a new policy instead, routes to a licensed agent for a fresh quote.
  5. Anything about whether the cover suits them goes to a licensed adviser. Outreach and outcome are logged to the CRM.

Data sources

Policy status Reinstatement rules Adviser calendars CRM

What it targets

  • Lapsed policies contacted Target 97%
  • Policies reinstated Target 16%
  • Escalated to a licensed adviser Target 100%