The everyday problem
AP
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
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.
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.