Commercial · Full Build-Out

Insurance Agency

Never Let a Renewal Lapse Quietly

A policy is up for renewal in 30 days and nobody proactively reaches out until it's already lapsed. Here's how to build the fix in SmartLite.

About & Business Case #

The everyday problem #

Agency Principal

"A policy is up for renewal in 30 days and nobody proactively reaches out until it's already lapsed — we lose the client to a competitor who called first."

Without a system tracking renewal dates and prompting outreach, renewals depend on someone remembering to check a spreadsheet. Meanwhile, large claims that should get a second look before reaching the carrier can slip through instead.

What good looks like

Renewals get proactive outreach every time. Large claims get a second set of eyes before anything reaches the carrier. Every agent starts the day already knowing what needs attention.

What you're building #

Record type	Kind	What it holds
Lead	Standard (built-in)	A quote request from the agency's quote page
Contact / Account	Standard (built-in)	The Policyholder
Opportunity	Standard (built-in)	Tracks Quote → Bound Policy
Policy	Custom (you build it)	Policy number, carrier, premium, Renewal Date
Claim	Custom (you build it)	Linked to the Policy, runs through approval above a threshold

Business outcome #

Renewals get proactive outreach every time — not just the ones someone happened to remember
Large claims get a second set of eyes before anything reaches the carrier
Every agent starts the day already knowing what needs attention

Implementation #

Step-by-step build #

Do these six pieces in order. Total time: roughly 35–45 minutes the first time through.

1 Capture the quote request #

Set up the quote formSetup → Object Manager → Lead → Sharing tab → Web-to-Lead section. Map the agency's quote page fields to Lead.

2 Bind the policy #

Convert the LeadCreates the Policyholder Account/Contact — see the Lead-to-Cash Trail.

Create the OpportunityTrack Quote → Bound Policy as its stages.

3 Track the policy itself #

Create the Policy objectSetup → Object Manager → New Object. Label: "Policy", Plural Label: "Policies".

Add its fieldsNew Field → "Policyholder" (LOOKUP → Contact). "Policy Number" (TEXT). "Carrier" (TEXT). "Premium" (NUMBER). "Renewal Date" (DATE) — this one drives step 4.

4 Automate the renewal outreach #

Create the workflow ruleSetup → Workflow Rules → New Rule. Object: Policy. Trigger: field-based, 30 days before Renewal Date.

Set the actionsAction 1: Notification to the assigned agent. Action 2: Email Alert to the policyholder.

5 Route large claims #

Create the Claim objectSetup → Object Manager → New Object. Label: "Claim", Plural Label: "Claims". Add a "Policy" LOOKUP field and a "Payout Amount" NUMBER field.

Create the approval processSetup → Approval Processes → New Process. Object: Claim. Entry condition: payout_amount__c > 10000.

Add the approval stepStep 1: Claims Manager. The carrier isn't notified until it's approved.

6 Start the day with a plan #

Customize Home widgetsSetup → Home Widgets → add a "Renewals Due This Month" tile (List View of Policy filtered by Renewal Date) and an "Open Claims" tile.

How to Use #

Day-to-day: agents #

Start the day on HomeSee your own "Renewals Due This Month" and "Open Claims" the moment you log in.

Get notified 30 days outA notification appears automatically before a policy's renewal date — reach out before the client shops elsewhere.

Day-to-day: claims manager #

Review large claimsCheck the Approval Inbox for any claim over the payout threshold before the carrier is notified.

What to try next

Look at the Workflow Automation and Dashboard & Home trails to go deeper on the pieces used here.