The problem
The renewal list was always longer than the team's calling capacity. Big policies got called; the long tail got a generic SMS and silently lapsed. Winning those customers back later cost far more than a phone call would have.
What we set up
- AI calls and WhatsApp messages for every policy due — in the customer's language, with the payment link delivered in the conversation.
- Objection handling for the common stuff ("premium went up ah? why?") with locked, compliant answers.
- Instant handover to a human agent the moment someone sounds like they're leaving — with the full conversation attached.
What changed
Coverage went from "whoever we had time to call" to the entire book, every cycle. The neglected long tail — previously pure lapse — recovered 18 points of retention. The human team stopped dialing and started doing the one thing AI can't: saving the hard cases.