PolicyPulse

The Challenge

In insurance, the money is in the follow-up — the third call, the renewal nudge, the cross-sell two months after the policy starts. Agents know this and still don't do it, because there is never enough time.

Existing CRMs reminded agents to follow up. They didn't actually follow up. Agencies wanted something that would do the work, not just create another task list.

Our Solution

PolicyPulse runs the entire follow-up lifecycle. AI voice agents place outbound calls for renewals and re-engagement. SMS sequences nurture quotes that went cold. Agents only get pulled in when a human is needed.

Workflows are policy-aware: a homeowners renewal looks different from an auto cross-sell, and the platform routes the right script, the right cadence and the right hand-off rules.

What We Built

• AI voice agents for renewal calls, missed-quote follow-ups and customer check-ins.
• Smart SMS campaigns with dynamic content based on policy type and lifecycle stage.
• Automated workflows for new leads, quote follow-ups, renewals and lapsed clients.
• Agent inbox that surfaces only the conversations that need a human.
• Policy-aware lead nurturing and retention scoring.

The Approach — What We Weighed

Outbound calls and SMS in insurance aren't only an engineering problem — they're a consent and compliance problem. The design question was how much of the follow-up to automate before a human steps in, and how to keep every touch policy-aware and defensible.

Options on the table

• Extend the agency's existing CRM — familiar, but CRMs remind agents to follow up; they don't place the call.
• Buy a stand-alone auto-dialer and SMS blaster — fast volume, but blunt: no policy awareness and easy to trip consent and cadence rules.
• Build a policy-aware workflow engine that orchestrates the voice and SMS layers and hands off to a human on cue — more to build, full control of routing and records.

What we proposed

We built the workflow engine ourselves and treated the voice and SMS providers as swappable pieces underneath it. A homeowners renewal and a cold-quote nudge need different scripts, cadences and hand-off rules, and folding them into a generic blaster invites exactly the compliance risk an agency can't afford. Owning the orchestration let us pull a human in only when it moves money — and keep a clean record of every step.

Results & Value Delivered

Follow-ups actually happen

Renewal touches that used to slip through the cracks now run on schedule, automatically.

Agents focus on closes

Humans get pulled in for the conversations that move money, not for leaving voicemails.

Retention lift

Proactive renewal outreach surfaces churn risk before policies lapse.

Capabilities Used