How to clear a renewal backlog
A renewal backlog costs you twice: clients who leave at a bad renewal, and premium you never remarketed.
To clear a renewal backlog, sort renewals by effective date and by size of the rate change, then work the soonest and biggest increases first. Separate the prep work, such as downloads, loss runs and data gathering, from the licensed work of remarketing and talking to clients. Add temporary licensed help for the peak, then set a 60-day renewal workflow so it doesn't build again.
Step 1: get the full list
Run a renewal report from your AMS for everything past due and everything renewing in the next 60 to 90 days. Include effective date, premium, carrier, line and the renewal rate change if you have it.
Step 2: triage
| Priority | Which renewals |
|---|---|
| 1 | Effective in the next 14 days with a large increase |
| 2 | Effective in the next 14 days, any change |
| 3 | Largest accounts in the next 30 days |
| 4 | Large increases in the next 30 to 60 days |
| 5 | Everything else |
Step 3: split prep from licensed work
Prep (no license needed)
- Download the renewal offer
- Order loss runs
- Update the AMS with current data
- Build the comparison sheet
Licensed work
- Remarket to other carriers
- Explain options to the client
- Recommend and bind
- Handle objections on price
Splitting the work lets licensed staff spend their hours on the conversations that keep clients.
Step 4: add capacity for the peak
A backlog is temporary. Hiring full-time for it leaves you overstaffed once it's clear. Temporary licensed help for remarketing and calls, plus back-office help for prep, clears it without a permanent seat.
Step 5: stop it coming back
- A weekly renewal report 60 to 90 days out.
- An owner for every renewal.
- A status in the AMS: prepped, remarketed, presented, bound.
- A rule for when to remarket, such as an increase above a set percentage.
Where Humai fits
Humai's U.S.-licensed agents remarket renewals and call clients, while back-office professionals handle the prep. Both work in your AMS, under your name, for as long as the backlog lasts.
Questions agency owners ask
How far ahead should renewals be worked?
Many agencies start 60 to 90 days before the effective date for commercial accounts and 30 to 60 days for personal lines, so there's time to remarket if the rate jumps.
Which renewals should be worked first?
The soonest effective dates, then the largest premium increases, then the largest accounts. A small renewal with a big increase is a likely loss if nobody calls.
Can an unlicensed assistant help with renewals?
Yes, with prep: downloading renewal documents, ordering loss runs, updating the AMS and building the comparison. Remarketing and client conversations need a licensed person.
How do I stop a renewal backlog coming back?
Run a weekly renewal report 60 to 90 days out, assign each renewal an owner, and track status in the AMS.
Should every renewal be remarketed?
Not necessarily. Many agencies remarket when the increase passes a set threshold or the account is large, and review the rest.
Sources
Licensing rules differ by state. This article is general information, not legal advice. Check with your state's department of insurance.