To ensure thorough service and minimize the risk of errors, we strongly recommend incorporating pre-renewal campaigns into your client communication strategy.
Pre-renewal campaigns offer several key benefits. They encourage proactive communication, helping to reduce last-minute change requests. They also minimize the risk of coverage gaps by prompting timely policy reviews, and enhance overall service quality by demonstrating attentiveness to each client’s evolving needs.
There are two common approaches to pre-renewal campaigns. The first is a simple reminder email, informing clients that their renewal is being reviewed and inviting them to share any updates or changes. The second, more widely adopted approach among our brokers, includes a form or questionnaire to collect detailed information in advance.
Many brokers choose to create tailored forms for each policy type—such as Auto, Home, Condo, or Tenant—allowing for more relevant and structured data collection.
As shown in the example above, pre-renewal campaigns are typically targeted at active policies and specific policy types.
When configuring the date range, determine how far in advance you want to contact clients. For example, if you plan to reach out 60 days before renewal, set your “At most X days after today” filter to 60. If you prefer 45 days, simply adjust the value accordingly.
Based on this timeframe, you will also define your start date. This should align with your chosen outreach window from the campaign activation date. For instance, if you activate the campaign on April 20 and plan to send communications 60 days in advance, your start date would be June 19.
Additional filters—such as branch or insurer codes—can be included based on your internal preferences and workflows.
Pre-renewal campaigns also provide an excellent opportunity to highlight potential coverage gaps. This can be done using the Coverage Advisor feature, helping you proactively recommend additional protections tailored to your clients’ needs.
In terms of Chips, the following represents a typical pre-renewal flow setup:
The flow is triggered by the policy renewal date, followed by standard steps such as activating the contact and validating their contact status. If the contact details are valid, the email is sent immediately. If not, an activity is generated to update the email address before attempting to resend. This structure is consistent across most campaign flows.
What differentiates pre-renewal campaigns is the inclusion of the “Questionnaire Completed” step. After the initial email is sent, you can allow a set period—typically around 15 days—for clients to complete the questionnaire. If the questionnaire is not completed within that timeframe, a reminder email can be sent automatically.
When configuring the “Questionnaire Completed” condition, it is important to select the correct questionnaire from the dropdown. For example, for an Auto pre-renewal campaign, ensure that the Auto questionnaire is selected.
When a client completes the questionnaire, the responses are automatically written back to your BMS, and you will receive an email notification for follow-up.