Retention Agent

Score flight risk and flag at-risk accounts

Retention Agent

The Retention Agent identifies accounts at risk of lapsing and triggers proactive outreach.

Status: Planned Q2 2026 (coming soon)

Planned Functionality

Flight-Risk Scoring

Agent analyzes each client and assigns a Flight Risk Score (0–100):

Factors:

  • Renewal rate — History of renewing with you (80%+ = low risk)
  • Premium trends — If you've increased rates 3+ years, higher risk
  • Competitor activity — If carrier quotes appear elsewhere, flag
  • Claims history — Clean claims = lower risk of shopping
  • Engagement — Response time to renewal, COI requests

Example:

  • Client A: Always renews, stable premium, quick responder → Score 15 (safe)
  • Client B: Renews 70% of time, claims last year, slow responder → Score 72 (at risk)
  • Client C: Renews only after shop, frequent premium increases → Score 88 (high risk)

Proactive Outreach

When a client hits a risk threshold (e.g., score > 70):

  1. Agent Triggers Alert — Notifies you: "[Client] is at risk of lapsing"
  2. Suggests Actions:
    • Proactive renewal call (30 days early)
    • Premium concession or loyalty discount
    • Switch to cheaper carrier (better to sell internally than lose them)
  3. Tracks Outcome — Did you reach out? Did they renew?

Seasonal Patterns

Agent identifies seasonal risk (e.g., higher cancellation in winter), adjusts strategy accordingly.

Configuration (When Launched)

| Setting | Default | Tuning | |---------|---------|--------| | Risk Score Threshold | 65 | When to alert you | | Proactive Contact Days | 45 (before renewal) | How early to reach out | | Suggested Actions | Loyalty discount, early renewal | What options to show | | Auto-Escalation | Alert Producer after 2 weeks | Who owns the relationship |

Example Workflows (When Launched)

Scenario 1: At-Risk Renewal

  1. 60 days before renewal — Renewal Agent shops carriers (standard)
  2. Agent assigns quote — Recommended carrier
  3. But: Retention Agent scores client as high-risk (previous shop, slow response)
  4. Alert: "Client is flight-risk. Consider loyalty discount."
  5. You act: Call client, offer 5% loyalty discount if they commit early
  6. Outcome: Client renews at discount; you retain; agent learns this works

Scenario 2: Early Intervention

  1. 90 days before renewal — Retention Agent identifies high-risk client
  2. Agent suggests — Call for wellness check, understand concerns
  3. You call: "Hi John, wanted to check in. Any coverage changes coming up?"
  4. Client: "Actually, considering shopping around..."
  5. You counter: "Let's compare my best quote against the market. Might surprise you."
  6. Outcome: Early intervention prevents lapse

Why It Matters

  • Retention rate improvement — Proactive outreach reduces lapses by 10–15%
  • Revenue stability — Fewer policy losses = more predictable commission
  • Relationship building — Shows you care about client (not just transaction)
  • Competitive defense — Beat competitors to the punch

Next: Learn Agent Customization and Agent Health Monitoring.

Last updated: Recently