Turning a three-week renewal scramble into a steady weekly rhythm

Overview

Renewal tracking lived in a shared spreadsheet that only got reviewed sporadically, which meant most renewals turned into a rushed scramble in the final week before expiry — calling clients, chasing documents, and hoping nothing lapsed.

We built a system that starts reminding clients well ahead of their renewal date, collects required documents automatically, and only flags a policy to the broker when something is genuinely missing or needs a human decision.

Renewals always became a fire drill in the final week

With renewals scattered across the calendar and no automated tracking, the brokerage's process relied on someone remembering to check the spreadsheet regularly — which didn't happen consistently.

By the time a renewal got attention, there was often only a week or two left, which meant urgent calls, clients who were hard to reach, and documents requested under deadline pressure.

A few renewals had lapsed entirely in the past simply because nobody had noticed in time, creating coverage gaps that were costly to fix after the fact.

Remind early, collect documents automatically, flag only what's missing

Each policy now triggers a staged reminder sequence starting 45 days before renewal, with the cadence increasing as the date approaches — but only if the client hasn't already responded.

Clients submit required documents through a simple link that routes everything into the right folder automatically, with Claude API checking submissions against what's actually required for that policy type.

The broker only gets notified when a document is missing past a certain point or when a renewal needs an actual underwriting decision — not for every routine step in between.

From scrambling weekly to a predictable, on-time process

Every renewal now gets reminded automatically and on schedule, and the brokerage hasn't had a renewal lapse from oversight since the system went live.

Time spent specifically on document collection dropped by well over half, since most clients now submit everything before a human ever needs to ask twice.

The broker's week became noticeably more predictable — renewals are handled in a steady rhythm rather than arriving as a pile of urgent calls.