Non-Renewal Coordination

Overview

The Non-Renewal Coordination workflow helps your agency respond quickly and effectively when a carrier issues a non-renewal notice. The goal is to understand why a policy is not being renewed, communicate clearly with the client, explore corrective actions or alternative markets, and ensure the insured has continuous coverage in place.

Best Practice: Use Momentum AMS to track every non-renewal step with Notes, Tags, Tasks, Documents, and Opportunities. This ensures nothing slips through and the client’s coverage status is always clear.

? Related Workflows:

• Renewal Management – When a renewal process must be replaced with non-renewal handling.

• Retention Management – When a non-renewal triggers proactive retention strategies to save the account.

• Policy Review/Rewrite Coordination – If alternate carriers or markets must be pursued.

1️⃣ Analyze Policy Notice

• Purpose: Review and categorize carrier-issued non-renewal notices.

• Workflow Goal: Determine reason for non-renewal and prepare internal plan.

How to do it in Momentum AMS:

1. Go to the insured’s Details Page → Documents Tab or Email Sync tab to locate “Non-Renewal Notice” or “Notice of Cancellation.”

2. Open the document to confirm:

   • Effective non-renewal date

   • Cited reason (e.g., underwriting change, claims frequency, class of business)

   • Carrier contact info for questions

3. Compare the notice to the insured’s profile (late payments, prior claims, coverage changes).

4. Add a Note to the Policy Record or Opportunity titled Non-Renewal Notice – [Reason].

5. Tag the policy with Non-Renewal – Action Needed (Policy Details → Tags → Add Tag).

6. Create a Task in the insured’s Activity History → Tasks → Add New for follow-up within 48 hours. Do not contact the client yet—this step is for internal preparation.

2️⃣ Plan Policyholder Outreach

• Purpose: Determine the type of non-renewal and prepare corrective or replacement options.

• Workflow Goal: Develop a structured outreach plan before contacting the client.

How to do it in Momentum AMS:

1. Categorize the non-renewal as:

   • Correctable underwriting issue – e.g., missing inspection, safety certificate, or documentation.

   • Carrier appetite change – e.g., exiting the market.

   • Client-specific issues – e.g., loss history or billing.

2. If correctable, add a Task to request missing items (e.g., updated inspection). Assign to CSR or producer.

3. If replacement is needed, identify eligible carriers via Momentum Rate!, appetite guides, or carrier portals. Create a Task to start quote requests.

4. Draft outreach plan in a Note: include talking points (reason, solutions, client actions).

5. Schedule client contact: create a Task for outreach within 24–48 hours.

3️⃣ Document Policyholder Feedback

• Purpose: Record the insured’s response to the non-renewal discussion.

• Workflow Goal: Translate feedback into next steps inside AMS.

How to do it in Momentum AMS:

1. Call the client (preferred) or send an email explaining the notice.

2. Log the interaction: Add Note → Non-Renewal Outreach – [Date], summarizing objections, questions, or decisions.

3. Based on response, create Tasks:

   • “Send alternate quote”

   • “Request inspection report”

   • “Schedule client call”

4. Update the Opportunity Stage in Renewal Overview to reflect In Requote Process or Client Will Not Renew.

5. Use internal tags or Task comments to notify producer/CSR if additional coordination is needed.

4️⃣ Provide Coverage Solutions to Policyholder

• Purpose: Present renewal paths or alternate markets to keep coverage continuous.

• Workflow Goal: Execute requotes or corrective actions and present client-ready solutions.

How to do it in Momentum AMS:

1. If carrier provides a corrective path, request and upload documents under Documents Tab (e.g., inspection certificate). Add a Note: Submitted underwriting docs to carrier on [date].

2. If no renewal path exists, begin requote:

   • Go to Momentum Rate! → Start New Quote using insured data.

   • Upload quote results to Documents labeled by carrier.

3. Schedule a client meeting or send proposal email. Attach comparison from Documents.

4. If client accepts:

   • Bind policy through carrier portal or MGA.

   • For Agency Bill, issue invoice under Documents → Invoices/Receipts → Add New.

   • Add a Note: Policy bound with [Carrier] effective [Date].

5. If declined, mark Opportunity as Closed – Lost and tag appropriately (e.g., “Lost to Market”).

5️⃣ Confirm Policy Coverage Details 

• Purpose: Finalize coverage documentation and close the workflow.

• Workflow Goal: Deliver confirmation to client and stakeholders, close tasks.

How to do it in Momentum AMS:

1. Generate confirmation docs:

   • Use carrier binder, agency confirmation letter, or endorsement summary.

   • Upload to Documents Tab → Add File.

2. Verify details: named insured, policy numbers, effective/expiration dates, limits, endorsements.

3. Distribute confirmation: email to insured, lienholder, mortgagee, or additional insureds as needed.

4. Close out all related Tasks in Activity History.

5. Add a Note confirming delivery: Coverage confirmation sent on [Date].

✅ Result: Non-Renewal Coordination in Momentum AMS ensures your agency stays ahead of carrier non-renewals, communicates promptly with clients, and delivers either corrective or alternative solutions. With Notes, Tasks, Tags, Opportunities, and Documents, you’ll maintain a complete record and avoid lapses in coverage.