Policy Renewal Reminder

Policy Renewal Reminder

Turn every premium-due reminder into a same-day UPI renewal — call the policyholder in their own language, beat the objection, and collect on the call.

Built on the Telenow App Platform as a pure declarative app: the data model, the agent tools, the insurer/Razorpay webhooks, the renewal workflow, the multilingual agent, and the objection playbook all run on-platform. No external server.

The problem (and the number)

In Indian life insurance, 13th-month persistency sits around ~63% — roughly one in three policies lapses at the very first renewal. A lapse doesn't just lose the next premium; it forfeits the cover the family bought, the bonuses and guaranteed additions already accrued, and it usually means a costlier, medically-underwritten revival later.

The single biggest lever is collecting on the call. A generic SMS/WhatsApp reminder converts around 10–15%. A live, in-language renewal call that explains why the cover matters, handles the objection, and puts a payment link / UPI mandate in front of the customer right then lifts collection to 35–50%.

Policy Renewal Reminder does exactly that, automatically, in the policyholder's own language.

How it works

PAS / LMS  ──(policy_due webhook)──►  policy object (status: due)
     │                                       │
     │                              fires object.policy.created
     ▼                                       ▼
 dedupe on policy #                 renewal_reminder workflow
                                     ├─ delay ~10 min
                                     └─ outbound-call  {{settings.renewal_agent_id}}
                                           → dials {{trigger.data.phone}}
                                           → passes policy_no, premium, due_date, product, language
                                               │
                                               ▼
                              Policy Renewal Agent (Sarvam, multilingual)
                              find_policy → explain value → handle objection (playbook)
                              → offer payment link / UPI mandate
                              → mark_renewed | mark_promised | record_objection

Razorpay  ──(razorpay_paid webhook, x-razorpay-signature)──►  payment object
                                               │
                                      fires object.payment.created
                                               ▼
                                    payment_confirm workflow
                                    ├─ update-object policy → status: renewed
                                    └─ send-message {{settings.wa_channel}} → receipt

Everything the agent does on the call updates the same policy rows you see on the dashboard — and the dashboard's Call now button dials through the same agent and tools.

Agent tools (used mid-call — all declarative)

The bundled Policy Renewal Agent is a multi-context flow: a deterministic find_policy tool node (looks the caller up in this app's data) → a conversation node that explains value, handles the objection, and collects. STT/TTS default to Sarvam (anushka) for multilingual policyholders (Hindi, Marathi, Tamil, Telugu, and more).

Dashboard pages

• Policy Renewal Reminder (dashboard) — KPI tiles (due this fortnight, recovered premium ₹, persistency %, same-day paid %, at-risk premium ₹), a renewal-status mix bar, recent policies, and payments collected. Also powers the platform dashboard_widget slot in a compact form.
• Policies — a due-this-fortnight table (plus status filters and search) with Call now to trigger a renewal call for any policy (passes the policy's context variables to the agent).
• Setup — a configuration checklist, a one-click Create renewal agent button, and the post-install wiring steps.

Knowledge base

renewal-playbook ships four real scripts the agent answers from: why keeping the policy in force matters, objection handling, grace period / free-look / revival, and the payment-link / UPI mandate script.

Install & post-install wiring

1. Install Policy Renewal Reminder into your org.
2. Open Setup → Create renewal agent (builds the bundled Sarvam agent, auto-wired to the tools + playbook KB).
3. Copy the new agent's ID into the app's Renewal agent ID setting (renewal_agent_id) so renewal_reminder can dial.
4. (Optional) Set WhatsApp channel ID (wa_channel) to auto-send the payment link and the paid receipt, and Payment link base URL (payment_link_base) so the agent can hand over a policy-matched pay link.
5. Point your systems at the inbound hooks — policy_due (PAS/LMS drops each premium-due policy; token-authenticated by the install's unguessable URL) and razorpay_paid (verified with x-razorpay-signature; on payment.captured it records the payment, marks the policy renewed, and WhatsApps a receipt). Due policies now flow in and auto-dial.

Settings

Bulk dialing your due book

The real-time path (webhook → workflow → call) covers newly-due policies. To sweep an entire due book, use the app-key campaign API:

POST /api/app-campaigns
{ "agentId": "<renewal agent id>",
  "targetQuery": { "status": "due" },      // over the `policy` object
  "result": { ... write-back ... } }

Monetization

Policy Renewal Reminder is billed on outcomes, not seats: a per-successful-renewal fee — charged only when a policy the agent worked is marked renewed (paid on the call or confirmed via the razorpay_paid webhook). Every renewal recovers a premium that would otherwise have lapsed, so the fee always nets positive for the insurer; promises and objections captured are surfaced as pipeline, not billed.

Changelog

1.1.0 — 2026-07-12

• Renamed to Policy Renewal Reminder (business-friendly) with a marketplace icon.
• Added real UI screenshots (dashboard + key pages).
• Added mark_lapsed so a firm refusal/surrender is recorded — the persistency KPI is now fully reachable.
• Verified end-to-end loop closure: trigger → workflow → call → agent tools → write-back → dashboard.

1.0.0

• Initial release.
• Data model: policy object (policy #, holder, phone, premium, due date, product, language, status, objection, created_at) with due / promised / renewed / lapsed saved views, plus a payment object (policy #, amount, captured_at, phone, method) for on-call collections.
• Agent tools (declarative): find_policy, mark_renewed, mark_promised, record_objection.
• Bundled agent: Policy Renewal Agent — a Sarvam multilingual multi-context flow (deterministic find_policy lookup → explain value / handle objection / collect) auto-wired to the tools and the renewal playbook knowledge base.
• Knowledge base: renewal-playbook — why keeping the policy matters, objection handling, grace period / free-look / revival, and the payment-link / UPI mandate script.
• Automation: policy_due inbound webhook (PAS/LMS, dedupe on policy #, token-authenticated) and razorpay_paid webhook (HMAC-verified via x-razorpay-signature); renewal_reminder workflow (delay ~10 min → outbound renewal call); payment_confirm workflow (on payment → mark policy renewed → WhatsApp the receipt).
• Dashboard UI: persistency KPI tiles (due this fortnight, recovered premium, persistency %, same-day paid %, at-risk premium), renewal-status mix, recent policies, and payments collected; also renders into the dashboard_widget slot in compact form.
• Policies page: a due-this-fortnight table with status filters, search, and per-policy Call now (passes policy context variables to the agent).
• Setup page: configuration checklist + one-click Create renewal agent and post-install wiring steps.
• Self-seed: a fresh install auto-loads six realistic demo policies across all four statuses and one captured payment (removable) so the dashboard is populated on first open.