Lapse Prevention Outreach for Life & Health Insurance
The Challenge
Lapses often come from silence, not dissatisfaction.
But here is the real problem:
Missed payments go unnoticed until too late.
As a result:
Reinstatement is costly and stressful.
No early-warning signals actioned.
As a result:
Retention teams react after churn, not before.
The Approach
We built an early-warning outreach playbook.
At-risk accounts show signals weeks before lapse.
Friendly education calls reduce fear of reinstatement steps.
We needed a solution that could:
Monitor signals (missed reminders, failed payments, low engagement).
Launch empathetic calls to resolve before lapse.
The Solution
A safety net for at-risk policies.
Signal Triggers
Auto-calls when payments bounce or reminders are ignored.
Retention Scripts
Addresses affordability, plan fit, and reinstatement options.
Warm Transfers
Connects to retention desk when save signals appear.
The Impact
Retention lift:
14%
reduction in lapse rates on targeted cohorts.
21%
increase in saved policies before expiry.
Result? Policies saved before they vanish.
Proactive saves beat reactive reinstatements.
