A calling CRM for insurance teams: new enquiries, renewals, documents and consent

Insurance selling is two jobs done by the same team. One is new business: someone asks for a health or term quote, speaks to a few advisors and decides within days. The other is the book you already have: renewals that fall due on a known date, customers with questions about their cover, and families who may need more of it. Both fail in the same way: the callback that lived in someone’s memory instead of in a system that brings it back on time.

Two kinds of calling, one team

Keep both in one workspace — the same person can be a renewal this month and a health enquiry next quarter — but make them easy to tell apart. Give renewals their own tag, keep the lead source accurate, and import each month’s renewals as a separate list, so a team lead can filter the leads screen to that list and see how far through it the team has got.

A pipeline that fits insurance

LumaKol includes a ready-made pipeline called “Insurance — policy sales”. Workspaces that pick Insurance as their industry at sign-up start with it, and any workspace can apply it from Settings → Pipeline stages → Start from a template. Applying it adds what is missing and keeps everything you already have.

The template also brings call outcomes with follow-ups already set. Interested moves the lead to Interested with a follow-up the next day; Call back later sets one for three hours; Send details on WhatsApp sets one for the next day; Converted moves the lead to Policy issued; Not interested moves it to Lost. For calls that do not connect, No answer comes back in four hours, Busy in one hour and Switched off the next day, while Wrong number moves the lead to Lost. Three custom fields come with it — Policy type (Term life, Health, Motor, Home, Investment), Sum assured and Existing policy renewal — along with an introduction script that mentions the policy type the person asked about. All of it is editable: rename stages, change follow-up times, or add fields such as insurer or policy number in Settings → Custom fields.

New-policy enquiries: the first hour

Someone who fills in a quote form is usually comparing, so route enquiries to phones rather than to an inbox. Under Setup → Lead sources you can connect Google Ads lead forms, Facebook and Instagram lead ads and your own website through a webhook, and Settings → Lead capture forms gives you a hosted form or a snippet for your site; these are on the Growth plan and above. Each source chooses who gets its leads — one advisor, or shared in turn — and the owner’s phone gets a push as soon as a lead arrives. An automation rule with the trigger “A new lead is not called in time” can pass an untouched lead to the next advisor and notify managers.

A good first call is short and ends with an agreed next step. It usually covers:

• Who the cover is for — the caller, a spouse, parents or children — and their ages.
• Any existing cover and when it renews. That tells you whether this is a new policy or a replacement, and gives you a date to call back if they are not ready now.
• The premium they are comfortable with and the sum assured they have in mind.
• Only as much about health as the quote needs, collected the way your insurer and your own process require.
• What you will send, on which channel, and when you will call to go through it.

Fill in Policy type, Sum assured and Existing policy renewal while you talk, so the next person who opens the lead sees the essentials without reading notes. The renewal date is worth capturing even when the answer is “not now”: a follow-up a few weeks before it gives you a natural reason to call again.

Proposals and documents: where files stall

Files tend to stall between “send me the details” and “here are my documents”. Two habits keep them moving. First, the proposal goes out the same day, from a message template rather than typed afresh — Settings → Message templates holds WhatsApp, SMS and email texts with the lead’s name and fields filled in, sent from the advisor’s phone in a tap. Second, a lead in the Documents stage always has a dated follow-up until everything is in; write which items are still pending in the note, so whoever makes the next call knows exactly what to ask for.

For leads who go quiet after the proposal, a sequence can carry the reminders: emails sent from your own connected mailbox, prompts for the owner to send a WhatsApp or SMS with the text ready, and follow-up tasks, each after the wait you choose. Advisors who meet customers at home can use Field visits: Check in when they arrive and Check out when they leave, with the phone’s location taken once at each moment and the visit recorded on the lead’s timeline.

Renewals: a date you already know

Renewals are the easiest calls to plan, because the due date is known months ahead. A monthly routine that works:

1. Export the coming renewals from your policy records and import them into LumaKol as that month’s list. Map the due date to Existing policy renewal, the date you want the first call — a few weeks before the due date — to Next follow-up, and the advisor who owns the customer to Assigned to (agent).
2. On the follow-up date, the customer appears in that advisor’s Follow-ups. The first call confirms contact details, asks what has changed — family, vehicle, health, address — and reminds them of the due date.
3. Log the outcome every time. Calls that do not connect come back on the waits set in Settings → Calling policy, and an automation rule on “Calls go unanswered” can tag the lead and notify its owner after several attempts, so a renewal never drifts quietly.
4. When the renewal is done, log Converted and set the next follow-up for a few weeks before next year’s due date.

One detail matters here: an import skips phone numbers that are already leads, so customers you sold through LumaKol will not be added again. For them, set the renewal follow-up on the existing lead as soon as the policy is issued, and next year’s reminder is already in place.

Consent, calling hours and sensitive information

Whatever rules apply to you, a few practices hold up well:

• Know where every lead came from. Each lead keeps its source, and its timeline shows how it came in — a lead form, a lead source or an import — and when.
• Call within agreed hours. Settings → Calling policy sets when calling starts and ends and on which days, plus the maximum attempts per lead and the wait between them, and the app checks them before it dials.
• Honour “please don’t call me” at once. Record it on the lead, move it out of the pipeline and make sure nobody calls that number again. LumaKol does not check national do-not-call registries, so screen bought or cold lists yourself before importing them.
• Collect only what the quote needs, and keep health details out of free-text notes unless your process requires them there.
• Control who sees what. Settings → Lead data protection can mask or hide phone numbers from agents, limit which roles can export leads, and block screenshots on lead screens in the Android app.
• Be clear about recordings. LumaKol does not record calls itself; on Android, where the phone’s own dialler records and the device allows it, those recordings sync to the call, and the same settings page decides who can listen to them.

What managers should look at each week

For new business: how quickly new leads were called — Reports → Coaching shows speed to lead — and how many moved from Proposal shared to Policy issued. For renewals: how far through the month’s list the team is, and how many renewals are overdue for a call. For quality, a manager can review calls against a scorecard the team agrees on.