Premium Payment Recovery
A failed monthly payment is the most-preventable book leak in personal lines. The carrier flags the payment failure on day 0, sends a lapse notice on day 14, and cancels on day 21. The policyholder ignores the carrier’s letter, the producer doesn’t know it happened, and the policy lapses without anyone knowing why.
The snapshot’s payment recovery sequence catches this in the first 72 hours.
The dunning cadence
- Day 1 — friendly SMS: “Heads up — your monthly payment on your auto policy didn’t go through. No worries, just want to make sure your coverage stays active. Tap here to update your card.”
- Day 3 — email with same message + the self-serve card-update link
- Day 7 — producer-led call: “Hey, this is producer X from Agency Y. Wanted to make sure you’re aware your payment is still pending. Anything I can help with?”
By day 7 the conversation has shifted from “an algorithm is bothering me” to “a person who knows me is following up.” Most policyholders resolve in day 1–3. Day 7 catches the genuine card-changes and billing-error cases.
Self-serve card-update link
The dunning sequence includes a self-serve link to update the payment method on file with the carrier. The link is generated using the carrier’s API (where available) or routes to the carrier’s self-service portal with a pre-filled policy number.
Lapse-saved tracking by producer
Every recovered policy is attributed to the producer + the recovery sequence. The producer dashboard shows lapse-save rate by month, by line, by carrier. Single most-motivating metric for a retention-oriented producer.
Carrier-cancel rescue flow
If a policy does cancel despite the dunning sequence, a separate 14-day reinstatement-window flow fires asking the policyholder if they want help reinstating before they’re forced to re-apply at higher rates.