Cancelled and lapsed policies flow automatically into a segmented win-back sequence — timed WhatsApp and email touches with a fresh, relevant offer. Warm replies book straight into an agent's calendar, and 12% of lapsed policies now come back on their own.
Typical results
41
Households won back
₪380K
Annual premium recovered
100%
Lapses entered in sequence
Figures reflect typical results for this kind of automation.
The challenge
Every month dozens of policies cancelled or lapsed, and almost none were ever contacted again. Agents were busy with new business, the lapsed list lived in a spreadsheet nobody opened, and past clients — people who already trusted the agency once — quietly signed with competitors. Win-back was everyone's job, which meant it was nobody's.
Before and after
Lapsed policies recovered
12×Win-back touches sent monthly
48×Households recovered monthly
7×The automation
We built a Make scenario that pulls every cancellation and lapse from the policy system daily and segments it by product, tenure and cancellation reason. Each segment enters a tailored sequence — a WhatsApp check-in at 30 days, a fresh quote by email at 60, a final offer at 90 — with copy matched to why they left. Any reply pauses the sequence and drops a booking link for the agent's calendar.
How it works
- 01
Lapse detected
Cancelled and lapsed policies sync from the policy system into the sequence engine daily.
- 02
Segment & tailor
Each policy is segmented by product, tenure and cancellation reason, with matched messaging.
- 03
Timed touches
WhatsApp and email touches go out at 30, 60 and 90 days with a fresh, relevant offer.
- 04
Reply catches
Any response pauses the sequence instantly and sends a booking link for the agent's calendar.
- 05
Won back
The agent takes a warm conversation, rebinds the policy, and the CRM logs the recovery.
Starts from
- Policy system
- Lapse segments
Delivers
- WhatsApp touches
- Email offers
- Agent bookings
The impact
Sequences like this typically recover about 12% of lapsed policies within six months, which for a book this size means around 41 households and roughly ₪380,000 in annual premium. Agents only speak with people who already replied warm, and the forgotten spreadsheet becomes a working revenue channel.
Questions about this automation
How are lapsed and cancelled policies picked up and grouped?
A scheduled job pulls every cancellation and lapse from the policy system each day. Each record is segmented by product line, tenure and cancellation reason, and that segment decides which message sequence it joins, so a customer who left over price hears a different offer from one who sold a car.
What does the win-back sequence send, and when?
A typical sequence sends a WhatsApp check-in at 30 days, a fresh quote by email at 60 days and a final offer at 90 days. The copy is written per segment and approved in advance. Customers who ask to stop are removed at once, and every touch is logged against the policy record.
What happens when a former customer replies?
Any reply pauses the sequence immediately, so nobody gets a scheduled message after answering. The customer receives a link to book time in the agent's calendar, the agent is notified with the policy history, and the outcome, rebound or declined, is written back to the CRM for reporting.