AI renewal reminder calls for insurance and subscriptions

Why use an agent for renewal reminders?

Most lapses happen through forgetting. The customer meant to renew, the reminder email went to a promotions folder, and the policy or membership quietly expired. A call a couple of weeks before expiry reaches people email doesn’t, and the conversation is short when they already intend to renew: here’s the date, here’s the amount, shall we send the link.

The calls where the customer hesitates are the interesting ones. “Premium ज़्यादा क्यों है”, “I’m comparing other quotes”, “I sold the car”. The agent shouldn’t try to argue anyone out of those. It records the objection in the customer’s words, offers an advisor, and books the callback. Your advisors then spend their day on the people who need a conversation, and each of those calls starts with the question already known.

The example is motor insurance sold through a distributor. A gym membership, a software subscription or a DTH plan follows the same steps with different facts.

How do you set it up?

1. Write the prompt around four facts per customer: {{policy_type}}, {{expiry_date}}, {{renewal_amount}} and {{renewal_channel}}. Say plainly in the prompt that it must not explain coverage, compare plans, or guess why an amount changed.
2. Add a pre-call tool that checks renewal status in your system, with skip_call for anyone already renewed.
3. Turn on analysis with renewal_intent, objection, advisor_callback and callback_time. If your WhatsApp templates are approved in your messaging tool, let the analysis fetch the current list after each call, so a newly approved template is available without editing the agent.
4. Test in the browser as a customer who renews straight away, one who objects to the price and one who has sold the vehicle.
5. Upload the expiring list as a campaign some weeks ahead of the dates, with a calling window, one retry and a budget. Keep the policy reference as extra info.
6. Your webhook handler takes call.processed, sends the chosen template with the renewal link, and creates the advisor callbacks in your own system.
7. Closer to expiry, filter the contacts still undecided or not reached and press New campaign from these for a second round. A number is called once inside a campaign, which is why the second round is a new one.

What should advisors keep?

Advice. Explaining coverage, add-ons, claim history and why a premium moved is a conversation for your trained staff, and in a regulated product like insurance it should stay with them. Anyone thinking of not renewing is worth a human call, and so is anyone who mentions a claim or an accident. The agent can’t transfer a call, so it books the advisor callback instead, and the advisor gets the objection with it.

What should you check before calling customers?

TRAI’s Third Amendment to the TCCCPR, notified on 18 September 2026, describes a service call as one giving customers information about a product or service they’ve taken, and says these calls aren’t promotional and don’t need explicit consent. A reminder that a policy the customer holds is expiring is close to that. Offering a different plan, an add-on or a top-up on the same call makes it promotional, so decide which call you’re making and keep the script to it.

The amendment also asks senders to declare software-placed and artificial-voice calls to their originating telecom provider in advance, with the numbers they’ll use, and treats undeclared ones as unsolicited. It comes into force in stages. Any rules from your own sector regulator apply on top of TRAI’s, so check with your compliance team. For calling hours, check TRAI’s current rules and your consent records, and scrub against DND before you upload, because we don’t scrub for you.

What does a renewal call cost?

On T1 a connected minute costs ₹1 with a ₹1,00,000 monthly commitment, plus ₹0.30 for Mirai phone calling and ₹0.20 for call insights if you switch them on. On T5 it’s ₹5 a minute, pay as you go, with both included. Prices exclude GST. Connected time is billed and unanswered calls are free. The cost block assumes about two and a half minutes connected, an estimate for a call with one question and a callback; a quick “हाँ, link भेज दो” is far shorter. Compare it with the commission or subscription revenue a lapse costs you. See Pricing, or try your list size in the cost calculator.