Policy Renewal Voice Agent

• Head of Renewals and Retention
• Contact Centre Head
• Persistency Manager
• Compliance Officer

Renewal teams work through long due lists every month: motor policies about to lapse, health policies near the end of cover and life premiums falling due. Most calls are routine, such as confirming the premium, explaining the no-claim bonus or resending the payment link, yet they compete with complex conversations for the same telecallers.

We build a voice agent that works through your renewal due list or answers inbound renewal calls. It introduces itself as an automated assistant, verifies the policyholder and explains renewal details pulled from your policy system: due date, premium, sum insured and no-claim bonus. It answers common questions only from content your compliance team has approved, sends a UPI payment link by WhatsApp or SMS and records callbacks. Requests to change cover, port the policy or cancel, and any complaint, go to a licensed renewal executive with a summary of the call. Every call is recorded, transcribed and dispositioned in your CRM.

• Outbound and inbound calling in Hindi, English, Hinglish and selected regional languages
• Caller verification before any policy detail is shared
• Reads due date, premium, sum insured and no-claim bonus from the policy system in real time
• Answers common renewal questions only from an approved knowledge base
• Sends UPI payment links by WhatsApp or SMS and tracks payment status
• Warm transfer to licensed staff for cover changes, porting, cancellation or complaints, with a call summary

1. 01Prepare the call listThe due list is filtered for consent, preference status and recent contact, and call windows are set.
2. 02Open and verifyThe agent discloses that it is automated, confirms it is speaking to the policyholder and verifies identity.
3. 03Explain renewal detailsPremium, due date, cover and no-claim bonus are explained, and approved FAQs are answered.
4. 04Route out-of-scope requestsCover changes, porting, cancellations and complaints are transferred to a licensed executive with context.
5. 05Send the payment linkA UPI payment link goes out by WhatsApp or SMS, and the agent confirms the customer has received it.
6. 06Log and follow upDisposition, recording and next action are written to the CRM, and callbacks are scheduled.

1. Data and consent
   • Policy system renewal feed
   • Consent and preference registry
   • Call frequency rules
2. Voice stack
   • Telephony or dialler integration
   • Speech recognition tuned for Indian languages
   • Text-to-speech voices per language
3. Conversation control
   • Dialogue manager with verification flow
   • Approved FAQ retrieval
   • Prohibited statement filter
4. Actions and hand-off
   • Payment link service
   • WhatsApp and SMS gateway
   • Warm transfer to licensed executives
5. Records and QA
   • Call recording and transcript store
   • CRM disposition writer
   • Compliance QA sampling dashboard

Licensed renewal executives handle every request to change cover, port, cancel or complain, and compliance reviews a sample of calls each week. The agent does not recommend products or alter policy terms.

• Policy administration system
• CRM such as Salesforce, Zoho or LeadSquared
• Cloud telephony or contact-centre dialler
• WhatsApp Business API and DLT-registered SMS gateway
• Payment gateway with UPI links

• The agent states that it is an automated assistant at the start of each call
• Policy details shared only after verification
• Responses limited to approved content, with no quotes for changed cover
• Immediate transfer on complaint, distress or a request for a person
• Per-customer call frequency caps and preference checks before dialling

• Calls and messages are designed to follow TRAI commercial-communication rules, including DLT-registered templates and customer preference checks.
• Recordings and approved scripts are retained for compliance review, aligned with IRDAI expectations on distance marketing and fair disclosure.
• Personal data is processed for the renewal purpose only, supporting DPDP Act 2023 obligations.

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