What to do when a client's premium is overdue
Short answer: follow up quickly and kindly, find out why it was missed, and check the insurer's grace period and rules for that specific policy before advising the client. Keep a dated note of every contact. RenewPe shows which premiums are overdue so nobody is forgotten, but it cannot see insurer-side policy status.
A follow-up ladder
The steps are a starting point. The actual time you have depends on the insurer and the product, so confirm it before you rely on it.
- Before the due date. A reminder about two weeks ahead and a second a few days before handles most renewals without any chase.
- Due date passes. A short, friendly message the next day. Assume it was forgotten. Include the amount, the policy and how to pay.
- A few days later. A phone call. Listen first: there may be a cash-flow reason or a question about the policy that you can help with.
- Approaching the end of the insurer's allowed period. A clear, kind written message that the premium is still pending and that the client should act soon. State only terms you have verified for that policy.
- After that. Check the insurer's rules on revival or a new policy and explain the options plainly. Do not promise that anything can be reinstated unless you know it can.
Things to avoid
- Quoting a grace period or lapse outcome from memory. Policies differ.
- Pressuring clients with alarming language. It damages trust faster than a late premium does.
- Letting overdue premiums sit in a mental list. Write them down where you will see them.
Keep the evidence
Note who you contacted, when, and what they said. If a client later says they were never told, a dated record settles it. Keep it with the client's policy so it is easy to find.
Where RenewPe helps
RenewPe lists overdue premiums, opens a pre-written WhatsApp message for any of them from your own number, and keeps payment records that are never overwritten. See reminder message examples. It does not give advice on policies or confirm anything with the insurer.
Frequently asked questions
What should an agent do when a client misses a premium?
Reach out promptly and kindly, find out why, and check the insurer's rules for that specific policy before advising. Do not guess the grace period or what happens on lapse; confirm it with the policy document or the insurer.
How many times should I follow up on an overdue premium?
There is no fixed number. Many agents message once, call once, and then follow up once more in writing, spaced across the period the insurer allows. Keep a note of each contact.
Can RenewPe tell me if a policy has lapsed?
No. RenewPe is not connected to insurers, so it cannot see policy status. It shows which premiums you have not marked paid, so you know whom to follow up.