Connect Business Insurance Renewal Process: A Strategic Imperative
For Connect, the business insurance renewal process is far more than a mere administrative task; it's a strategic cornerstone of our operations. It represents a critical annual cycle that underpins our commitment to client retention, revenue stability, and proactive risk management. A well executed renewal ensures our clients continue to receive optimal coverage tailored to their evolving needs, solidifying their trust and loyalty in Connect as their preferred insurance partner.
This comprehensive process is designed to be seamless, efficient, and client-centric, directly contributing to our company's success. By meticulously managing each stage, from initial workflow initiation to policy execution and post-binding debtors management, we safeguard both our clients' assets and Connect's reputation as a reliable and expert partner.
Client Retention
Maintaining strong, long-term relationships with our valued clients is paramount.
Revenue Stability
Consistent renewals ensure predictable income streams for the business.
Risk Mitigation
Accurate and timely renewals protect clients from unforeseen liabilities.
Operational Efficiency
Streamlined processes reduce administrative burden and enhance productivity.
The following sections will detail each phase, outlining responsibilities and best practices to ensure every renewal is a testament to Connect's professionalism and dedication.
PHASE 1: NEW (12 WEEKS OUT)
Workflow Initiation Training Introduction
Workflow Initiation is a critical, multi-step process that sets the foundation for our entire renewal cycle. Before any automation can occur, a vital manual pre-step is required: at the end of each month, senior brokers must run Insight reports to identify all policies due for renewal in the upcoming three-month period.
These identified renewals are then manually loaded into our RiskWise CRM. This manual loading is essential; without it, no renewals will appear in the CRM, and the automated trigger for the renewal process cannot begin. Once manually loaded, the automated trigger then systematically launches renewal workflows precisely 12 weeks before each policy's expiry date. On the 15th of every month, our remote team runs comprehensive reports on the *manually loaded* renewals, identifying those requiring action in the upcoming 12-week window.
They then systematically create individual renewal workflows in our RiskWise CRM for each client account. This phase involves confirming broker approval to proceed, verifying the number and types of policies requiring renewal, and assigning workflows to the appropriate brokers and assistants. The remote team creates draft policy records under each client workflow, establishing the digital foundation for tracking all subsequent communications, notes, quotes, and decisions throughout the renewal journey.
This systematic approach ensures no renewals fall through the cracks and provides the structured framework that supports our entire 8-phase process, transforming what could be chaotic renewal management into a predictable, trackable, and accountable workflow system.
These identified renewals are then manually loaded into our RiskWise CRM. This manual loading is essential; without it, no renewals will appear in the CRM, and the automated trigger for the renewal process cannot begin. Once manually loaded, the automated trigger then systematically launches renewal workflows precisely 12 weeks before each policy's expiry date. On the 15th of every month, our remote team runs comprehensive reports on the *manually loaded* renewals, identifying those requiring action in the upcoming 12-week window.
They then systematically create individual renewal workflows in our RiskWise CRM for each client account. This phase involves confirming broker approval to proceed, verifying the number and types of policies requiring renewal, and assigning workflows to the appropriate brokers and assistants. The remote team creates draft policy records under each client workflow, establishing the digital foundation for tracking all subsequent communications, notes, quotes, and decisions throughout the renewal journey.
This systematic approach ensures no renewals fall through the cracks and provides the structured framework that supports our entire 8-phase process, transforming what could be chaotic renewal management into a predictable, trackable, and accountable workflow system.
1
Pre-Trigger Setup
- Monthly Insight report generation (end of each month)
- Broker runs report for upcoming 3-month period (e.g., December, January, February)
- Manual loading of renewals into CRM
- Critical note: Without this step, no renewals will appear in CRM for automation
2
New Policy Setup
- Trigger: Automated monthly on 15th for all policies renewing 12 weeks out after manual loading into CRM
- Confirm to start: Broker approves renewal initiation
- Confirm number of policies: Verify all policies requiring renewal
- What policies: Identify specific coverage types (Public Liability, Professional Indemnity, Workers Compensation, etc.)
3
Administrative Setup
- Responsible: Remote team
- Tasks: Create renewal workflows in CRM (RiskWise), assign to brokers and assistants
- CRM Integration: Draft policies created under client workflows for tracking
PHASE 2: PRE-RENEWAL (12-10 WEEKS OUT)
Prepare Renewal Training Introduction
The Prepare Renewal phase is the administrative foundation of our renewal process, where our remote team transforms raw policy data into actionable client intelligence. During this critical 2-week window, we systematically extract reports from Insight, cross-reference claims history from both insurers and our CRM, validate workflow information, and prepare comprehensive pre-renewal communication packages. This phase involves creating renewal emails using standardized templates, conducting broker strategy reviews, and initiating first client contact to gather updated business information. The remote team handles the bulk of administrative tasks—data collection, document preparation, and initial communications—while brokers focus on strategic review and client relationship management. Successful completion of this phase ensures we have complete, accurate client profiles and claims histories ready for the needs analysis phase, setting the stage for informed market placement and competitive renewal strategies.
Data Collection
- Pull report from Insight: Extract upcoming renewal data from insurance management system
- Workflow setup: Complete information checks and validation
- List all draft renewal policies: Catalog policies in workflow system
Claims Analysis
- Request claim experience from insurer: Obtain formal claims history
- Check CRM claims live: Cross-reference internal claim records
- Review: Document claims summary in policy notes for market assessment
Communication Preparation
- Create renewal email/pack: Prepare pre-renewal communication using templates
- Broker review pack/strategy: Senior broker reviews materials and approach
- Pre-renewal contact client: Initial outreach with policy comparison and information request
Meeting Coordination
- Book meeting/call: Schedule needs analysis session based on client complexity and preference
PHASE 3: NEEDS ANALYSIS (10-8 WEEKS OUT)
Needs Analysis - Training Introduction
Needs Analysis is the critical client engagement phase of our renewal process, occurring between weeks 8-10 before policy expiry. This is where we transition from administrative preparation to direct client consultation, conducting comprehensive meetings or calls to understand any changes in their business operations, risk profile, and service expectations for the upcoming policy period. Following these consultations, brokers then strategically engage with holding insurers to put them "on notice" about potential remarketing. This proactive approach is essential for securing better renewal terms from existing insurers, often avoiding the need to change insurers and ensuring continuous, adequate coverage. Every client—regardless of size—must receive personal broker contact during this phase, with all conversations documented in detailed file notes and CRM updates. The information gathered during Needs Analysis directly informs our market strategy, ensures adequate coverage recommendations, and demonstrates our commitment to proactive risk management rather than simple policy rollover. This phase is essential for client retention, regulatory compliance, and maintaining our competitive edge in the market.
Client Engagement
Conduct a comprehensive needs assessment through client meetings or calls. Gather updated business details, asset registers, valuations, and operational changes. Evaluate changes in business operations, staffing, and equipment to assess new risks.
Documentation & Follow-up
Document all conversations and findings in the CRM. Process and save all returned client information, updating policy-specific data. Confirm receipt of information and outline next steps to the client via email, logging all communication in the CRM.
Holding Insurer Engagement
Following client consultation, the broker (not an assistant) proactively contacts the holding insurer. Share relevant business changes and updates gathered from the client meeting, putting the insurer on notice about potential remarketing to the competitive market. Request competitive renewal terms based on the updated risk profile. This is a direct broker responsibility and not an assistant task.
PHASE 4: MARKET (8-6 WEEKS OUT)
Market Placement Training Introduction
Market Placement is where our renewal strategy transforms into competitive action, utilising the client intelligence gathered during Needs Analysis to secure optimal terms and pricing in the insurance marketplace. During this intensive 2-week phase, we create quote slips and submissions through our trading platforms (SCTP, Sunrise) and manual processes, obtaining both renewal terms from holding insurers and competitive quotes from alternative markets. This phase requires strategic decision making around policy structure optimisation, including whether to split workers compensation or consolidate risk policies, and identifying any special contract requirements or certificate obligations. Every market approach undergoes mandatory second-line review and calibration by senior brokers to ensure accuracy and strategic alignment before proceeding to proposal development. The quality and thoroughness of our market placement directly impacts our ability to deliver competitive recommendations while maintaining appropriate coverage levels, making this phase critical to both client satisfaction and revenue retention.
Quote Preparation
- Create quote slips/emails/online submission: Prepare market submissions via SCTP, Sunrise, or manual processes
- Renewal terms from holding insurer: Obtain incumbent insurer renewal terms
- New business terms from alternatives: Secure competitive quotes from alternate markets
Quality Control
- Second line read/calibration: Senior broker review of market approach and results
- Market summary review/strategy alignment: Align recommendations with client needs and risk profile
Strategic Decisions
- Question split workers or risk of policy: Evaluate policy structure optimization
- Any contracts and requirements: Assess certificates and additional obligations needed
PHASE 5: PROPOSAL DEVELOPMENT (6-4 WEEKS OUT)
Proposal Development Training Introduction
Proposal Development is where market intelligence transforms into client ready recommendations, synthesising all research, quotes, and strategic analysis into a comprehensive renewal proposal document. During this critical 2-week phase, we compile competitive market results into professional proposal formats that clearly articulate coverage options, pricing comparisons, and strategic recommendations tailored to each client's specific needs and risk profile. Every proposal undergoes mandatory second-line review by senior brokers to ensure accuracy, completeness, and alignment with client objectives before delivery. Optional pre-delivery client calls may be conducted for complex accounts to provide context and prepare clients for the formal proposal presentation. The proposal delivery marks a pivotal moment in the renewal process—it represents the culmination of weeks of preparation and sets the stage for client decision-making. Professional, clear, and strategically sound proposals are essential for demonstrating value, maintaining client confidence, and securing renewal instructions within our timeline objectives.
1
Create proposal document/email
Compile comprehensive renewal proposal
2
Proposal review (second line)
Senior broker validation before client delivery
3
Call client (optional)
Pre-delivery discussion for complex accounts
4
Send proposal to client
Formal proposal delivery with clear instructions
5
Book follow-up call/meeting
Schedule proposal discussion session
PHASE 6: CLIENT INSTRUCTION (4-2 WEEKS OUT)
Client Instruction Training Introduction
Client Instruction is the decisive phase where proposals convert to binding decisions through structured follow-up and systematic client engagement. This critical 2-week window operates on a precise escalation timeline: 3-day email reminders, 7-day broker calls with detailed diary notes, and progressive communication intensification including SMS reminders every 2 days and formal notices at 14, 17, and 21 days if needed. The phase focuses on securing clear client instructions (yes/no decisions), processing email acknowledgments, obtaining letters of engagement for formal authorization, and preparing for immediate policy binding upon client approval. Every client interaction must be documented with specific follow-up dates and detailed CRM notes to maintain accountability and ensure no instructions fall through communication gaps. Success in this phase requires balancing professional persistence with client relationship management, as delayed instructions can jeopardize renewal timing and create operational bottlenecks. The quality of our follow-up process directly impacts our ability to meet the critical 14-day pre-expiry binding deadline and maintain seamless policy continuity for clients.
1
Follow-up Protocol
Follow up client email/call for instructions: Structured timeline approach:
- 3 days: Email reminder
- 7 days: Broker call and email follow-up (diary notes required)
- 14 days: Email notice 1 and SMS
- SMS every 2 days: Ongoing reminder system
- 17 days: Email 2nd notice
- 21 days: Email 3rd notice
2
Instruction Processing
- Email acknowledgment: Confirm client instructions received
- Letter of engagement: Formal authorization documentation
- Bind as per instructions: Execute client-approved coverage
PHASE 7: DEBTORS (2-0 WEEKS OUT)
Policy Execution Training Introduction
Policy Execution is the critical final phase where client instructions transform into active insurance coverage, requiring precision timing and flawless administrative coordination to ensure seamless policy continuity. During this intensive 2-week window, we execute binding instructions exactly as specified by clients, immediately generate renewal program documentation and policy packages, and proactively request Certificates of Currency from all insurers without waiting for client requests. Every bound policy undergoes mandatory second-line program review to verify accuracy before client delivery, with final policy packages sent via the client's preferred communication method or through scheduled meetings for complex accounts. Payment method confirmation (premium funding versus direct payment) must be established and documented to facilitate smooth debtor management processes. This phase operates under the non-negotiable deadline of issuing terms at least 14 days before policy expiry, making timing, accuracy, and communication critical to maintaining our service standards and ensuring clients have continuous coverage without gaps or delays.
1
Binding Process
- Create renewal program/email: Generate policy documentation package
- Request certificates from insurers: Immediate Certificate of Currency requests
- Review the program (second line): Final quality control check
- Send to client/meet with client: Deliver completed renewal package
2
Payment Coordination
- Confirm payment method: Premium funding vs. direct payment arrangement
PHASE 8: CLOSED(POST-BINDING)
Policy Execution Training Introduction
Debtors Management is the systematic payment collection process that ensures revenue realisation and maintains healthy cash flow following successful policy binding. This ongoing phase operates on a structured escalation timeline beginning immediately after binding: 3-day email payment reminders, 7-day broker calls with detailed diary notes, 14-day formal notices accompanied by SMS alerts, and continuous SMS reminders every 2 days thereafter with additional formal notices at 17 and 21 days for persistent non-payment. The process accommodates different payment structures (premium funding versus direct payment arrangements) and maintains special handling protocols for clients with pre-agreed payment terms or arrangements. Every collection interaction must be documented in the CRM with specific follow-up dates and detailed notes to track payment progress and identify potential issues early. This phase requires balancing firm collection practices with relationship preservation, as payment delays can impact business cash flow while aggressive collection approaches can damage valuable client relationships. The debtors workflow remains active until full payment is received and cleared, making consistent follow-up and accurate record-keeping essential for successful revenue collection.
1
Payment Collection Workflow
- Funding or not: Determine payment structure
- 3 days: Email reminder for payment
- 7 days: Broker call and email follow-up (diary notes)
- 14 days: Email notice 1 and SMS
- SMS every 2 days: Continuous payment reminders
- 17 days: Email 2nd notice
- 21 days: Email 3rd notice
2
Ongoing Management
- Monitor payment until cleared
- Special handling for client-agreed payment terms
- Escalation procedures for non-payment
SUPPORTING INFRASTRUCTURE
Technology Stack
- CRM: RiskWise (Microsoft Dataverse/Power Apps based)
- Insurance Platform: Insight (CBN group system)
- Trading Platforms: SCTP, Sunrise for online submissions
- Communication: Microsoft Outlook, Teams, SharePoint
- Monitoring: Monday dashboards for task and debtor tracking
Quality Control Measures
- Bouncy Ball System: CRM checkpoints that must be completed before progression
- Template Alignment: Standardized communications and documentation
- Second Line Review: Senior broker validation at key stages
- Documentation Requirements: All client interactions logged with follow-up dates
- Red Flag System: Automated alerts for overdue tasks
Stakeholder Responsibilities
Remote Team (Philippines)
- Workflow creation and management
- Document preparation and data collection
- Routine communications and follow-ups
- Certificate requests and administrative tasks
- Initial market submissions
Brokers (On-shore)
- Client relationship management
- Risk assessment and strategy
- Complex negotiations and decisions
- Proposal review and delivery
- Final binding authorization
Senior Management
- Second line review for complex accounts
- Escalation handling
- Process optimization
- Quality assurance oversight
CONTINUOUS IMPROVEMENT INITIATIVES
AI Integration Strategy
Automation
80% automation of routine renewal processing
Client Insights
AI-powered client insights for relationship strengthening
Documentation
Automated policy documentation and compliance monitoring
Task Management
AI renewal assistants for task management
Risk Assessment
Predictive analytics for risk assessment
Process Optimization
Internal Clearance Process Refinement
Streamlining approval workflows and documentation requirements
CRM System Upgrades for Automation
Enhancing RiskWise capabilities with automated triggers and workflows
Enhanced Training Programs
Video instruction and comprehensive onboarding materials
AI-Driven Support and Prompting
Intelligent assistance for brokers during complex processes
Clear Remote Team Task Delegation Protocols
Defined responsibilities and handoff procedures between teams
Performance Metrics
14 Days Before Expiry
Renewal terms issued ≤14 days before expiry
95% Client Retention
Achieve high client retention rates
30% Time Reduction
Reduce processing time for renewals
20% Cost Optimization
Optimize operational costs
80% AI Adoption
Track AI adoption and effectiveness