Service Requests Sit
A policyholder asks for help while a producer is working new leads. The message gets seen, but there is no assigned task to make sure someone responds.
Policyholder retention
Stay Close After The Sale Placement Renewal Handoff
A placed policy still needs follow-through. Keep check-ins, renewal reminders, and service requests assigned to the right person, with the client history they need to act.
Current Reality
The Sale Is Tracked. The Relationship Is Not.
New business gets a pipeline and daily attention. After placement, client questions and important dates can get scattered across inboxes, leaving follow-up dependent on who remembers.
Dates Live Elsewhere
A renewal or follow-up date is buried in a spreadsheet. Your team has no shared queue showing which client needs attention next.
Issues Surface Late
A client reports a concern or your team receives a policy notice. Without a process to record and assign it, the next action can be delayed.
Handoffs Lose Context
A producer leaves or a service request changes hands. The next person has to reconstruct what happened before they can help the client.
Retention workflow
Keep Service Work Visible After Placement
- 3 Follow-Up Triggers Placement, dates, service needs
- 1 Assigned Owner For each client service task
- 1 Shared History Keep handoffs in context
- 5 Workflow Steps From policy record to resolution
How it works
Give Every Follow-Up Somewhere To Go
Turn policy dates and client requests into follow-up your team can see, assign, and resolve.
01
Record The Placement
Keep the client, policy details, and responsible producer together after placement. Your team confirms the dates and policy information used for reminders.
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02
Schedule The Check-In
Plan check-ins after placement and reminders around the dates in your records. Timing follows the policy and the client situation, so different products can have different schedules.
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03
Surface Service Needs
Turn client replies, team updates, and policy notices you receive into follow-up tasks. Your team keeps the policy information current so the next person knows what needs attention.
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04
Assign The Follow-Up
Route the task to the person responsible and keep the conversation with the client record. Service questions that need carrier action or licensed advice go to the appropriate person.
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05
Close The Loop
Your team records the resolution, updates the policy information, and sets the next action where needed. Owners can see pending work without collecting updates from separate inboxes.
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Results to work toward
Make Ongoing Service Part Of The System
Make follow-through part of the client relationship after placement, with an owner and a next step for the work.
Earlier Attention
Turn recorded dates and received service needs into timely follow-up tasks.
A Clear Contact
Give policyholders a team that can see who is handling their request.
Visible Service Work
See pending follow-up alongside the client relationships it supports.
Planned Check-Ins
Plan client check-ins around the policy dates in your records.
Cleaner Handoffs
Keep notes and ownership available when another person takes over.
Closed Loops
Record what was resolved and what still needs a person to act.
What it is worth
Put a Value on Keeping More of Your Book
Start with policies you believe are at risk. Model revenue retained if timely service helps a share remain in force.
At-risk policies retained through follow-up 25%
Choose an assumption to explore. This is your scenario, not a measured Kadence result.
100
Use your own review list. This is not a prediction that those policies will lapse.
$150
Actual renewal revenue your business retains, not first-year commission or policy premium.
25 policies retained per year in this scenario
Modeled annual revenue retained
$3,750
That is $313 as a monthly equivalent, not a payment schedule.
Modeled annual revenue retained: $3,750. $313 as a monthly equivalent, not a payment schedule.
- Policies at risk per year
- 100
- Policies retained in this scenario
- 25
- Annual revenue per retained policy
- $150
Illustrative scenario using your inputs, not a forecast or guaranteed revenue. Excludes costs, usage fees, taxes and timing of payments. Do not add this to other calculators: opportunities may overlap. How we calculate this
We do the setup
Build The Follow-Through Your Book Needs
We connect policy reminders, client messages, and team assignments. Your team checks the records and knows who will handle each kind of follow-up.
- Phase 1
Map The Policy Data
We identify the records, dates, and updates you can provide. Your team confirms the data and its source.
- Phase 2
Define The Handoffs
We agree who handles service, carrier questions, and licensed advice. Client outreach follows your approved permissions and messaging.
- Phase 3
Configure The Routine
We build the agreed reminders, assignments, and status tracking. Your team checks the path from a new task to its resolution.
- Phase 4
Start Following Through
Your team begins working the service queue and updating outcomes. Owners can see what needs attention and who has it.
FAQ
After The Policy Is Placed
How ongoing follow-up fits your agency and the records you keep.
Can this work for a producer with their own book?
Yes. An individual producer can use the follow-up routine for their clients. Agencies can assign service work across a team, and an IMO can discuss visibility for participating producers or agencies within the agreed data access and setup.
Does Kadence automatically know if a policy is about to lapse?
No. Alerts depend on recorded dates and status information supplied by your team or an explicitly supported connection. We do not assume live access to every carrier. Your team remains responsible for checking carrier information and keeping policy records current.
What kind of renewal reminders can we set up?
We can configure reminders around the relevant dates you record and approve. Not every life insurance policy has the same renewal or service cycle, so the workflow is based on your actual records and selected use cases rather than a universal annual renewal assumption.
Will this prevent lapses or chargebacks?
No system can guarantee that. Kadence helps organize service follow-up and makes recorded issues easier to assign and track. Policy status, client decisions, carrier rules, and other factors determine whether business remains in force or a chargeback occurs.
Does Kadence change policies or collect premiums?
Not through this retention workflow. It organizes communication, reminders, and tasks. Policy changes, premium handling, reinstatement questions, and coverage advice stay with the carrier and appropriately authorized people.
How is this different from growing our existing book?
Retention focuses on serving policyholders and following through after placement. Growing your book focuses on annual review conversations, referrals, and recorded opportunities for licensed review. The processes can use the same client history with different triggers and goals.
What happens when a producer leaves?
Your authorized team can update assignments within the agreed access setup. Recorded conversations, tasks, and notes help the next person understand pending work. Ownership and servicing rights still follow your contracts and carrier requirements.
Still have a question? Email us at hi@startkadence.com
Give the business you wrote the attention it deserves.
See how Kadence keeps policy follow-up, client requests, and team ownership together.