Can AI call customers whose insurance policies have lapsed?
Yes. An AI voice agent can call policyholders whose premium is overdue, remind them politely of the due date and revival options your team has approved, record why they missed it and book a call with an advisor. It does not give revival terms of its own or pressure customers.
Lapse is a quiet revenue leak
A policy lapses when the premium is not paid by the end of the grace period. Customers forget, change bank accounts or assume an auto-debit worked. A lapsed life or health policy can often be revived within a defined window, but agents rarely have time to call everyone, so most simply drop away.
A lapse recovery call
- 01Greets the customer, names the insurer or agency and the policy type, and asks if it is a good time.
- 02States that the premium shows as unpaid and the due date, from your records.
- 03Asks politely whether there was a problem, such as a failed auto-debit, a change of bank or a money issue.
- 04Shares the payment options you have approved and sends a link on WhatsApp.
- 05If the customer wants revival details, books a call with an advisor who can explain terms.
What the agent must not do
- —Quote revival charges, medical requirements or terms it has not been given.
- —Imply that cover continues when it has lapsed.
- —Push a customer to buy a different plan on a lapse call.
- —Discuss claims on a lapsed policy.
IRDAI expects fair treatment and accurate disclosure. A lapse call that sounds like pressure invites complaints, so the script should be courteous and factual.
What the data tells you
| Reason heard | Action |
|---|---|
| Auto-debit failed | Resend payment link, update mandate |
| Cannot afford premium now | Advisor to discuss options |
| Wants to surrender | Pass to the service team, not the agent |
| Did not know | Pay now via link |
Timing and language
Call in reasonable hours and use the language on the policy record. Older policyholders in Kerala, Tamil Nadu and Andhra Pradesh respond better to Malayalam, Tamil or Telugu than to English. Bulk campaigns support retries, callbacks and DND screening.
A lapse list of 2,000 policyholders at about 1.5 minutes per connected call is roughly ₹15,000 before GST at ₹5 a minute. Compare that with the premium at stake on your own lapsed book; no recovery percentage is promised.
Want to hear an AI voice agent handle this on a real call?
Follow-up questions
Is this different from renewal reminder calls?
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Yes. Renewal reminders go out before the due date and ask a customer to pay on time. Lapse calls follow an unpaid premium and need a gentler, fact-based script, because revival rules and fees may apply. Both can run as separate campaigns.