Most agencies reach only 25–30% of renewing clients proactively. See how Quandri makes full-book outreach an operational reality without adding staff.
Most personal lines agencies only reach 25–30% of their renewing clients proactively. The rest receive a carrier document in the mail, or nothing at all. Quandri automates the policy review and generates a personalized client communication for every policy that downloads into the AMS, making full-book outreach an operational reality rather than a staffing aspiration.
The work takes too long to do at scale manually. To reach a client proactively, someone on the team has to open the file, read through what changed year over year, draft an email that reflects the actual policy, and log the activity. For a team managing thousands of policies, that math breaks down fast.
The result is triage. Accounts with premium increases above a set threshold get attention. Smaller accounts, lower-premium files, and anything that doesn't flag urgently get deprioritized or skipped. The 70–75% of clients who don't hear from their agent aren't forgotten; they're outside what the team can physically reach in the time available.
This isn't a people problem. The industry's capacity benchmark of roughly 1,200 policies per account manager hasn't moved in a decade because the structure of the work hasn't changed. Adding staff helps throughput. It doesn't change the ratio.
Proactive outreach means every client hears from their agent before they notice something changed, not after. A renewal isn't just a rate event. It's a coverage moment, and most clients don't know to ask the right questions on their own.
Did the replacement cost on the home keep pace with construction inflation? Did a new vehicle get added and underinsured? Did a premium shift because of something in the policy the client didn't know to track? An agent who surfaces those questions proactively delivers a service. An agent who waits for the client to call in confused is managing a complaint.
This is where retention is won or lost. Clients who receive a specific, policy-level explanation before their renewal date don't have a reason to shop around. Clients who get silence do. The difference between a 90% retention rate and an 87% one often isn't service quality; it's contact frequency.
Quandri reads every policy that downloads into the AMS and generates a personalized draft client communication before anyone on the team opens the file. The coverage changes are surfaced. Year-over-year differences are flagged. A draft email is ready, written around the actual policy data: what changed, what the premium reflects, and what action the client may need to take.
The agent reviews, edits if needed, and sends with a single click. The email goes out from the agent's own address and signature, not a platform domain. The activity logs back to the AMS automatically.
What this changes operationally is the threshold for contact. When each policy communication takes 30–40 minutes to prepare manually, triage is a rational response. When the draft is already done and reviewed in minutes, the accounts that used to fall below the threshold get touched. The same team reaches more of the book, with more relevant outreach, without adding headcount.
Quandri enables up to 10x account manager capacity. That number reflects what changes when the administrative layer of policy work is handled automatically rather than manually, one file at a time.
Western Financial Group saw a 2.3% retention lift, $2.5 million in additional margin, and a 6.25x ROI after deploying Quandri across their personal lines book. The agency also redeployed 14 FTEs from manual policy work into higher-value activity.
Morgan Mackenzie, SVP Enterprise Strategy, Partnership and Transformation at Western Financial Group, put it this way:
"Customers expect some level of custom approach, a level of professionalism, and they're really looking for advice. We were struggling with that, and Quandri allowed us to scale the ability to do that."
Western Financial Group is one of Canada's largest insurance agencies. The retention and margin numbers reflect what happens when proactive outreach stops being a goal and becomes a consistent operational output across the full book.
Guild Insurance, a mid-market personal lines agency, saw the same shift play out at the account manager level. Dwight Heppner, CTO at Guild Insurance Group, described the before-and-after clearly:
"With Quandri, brokers now have key information in front of them prior to making (or receiving) a client phone call. Having the ability to proactively review policy data ahead of client conversations is huge; the time our brokers save is time that can be given to your clients, which turns into retention, which turns into referral."
The pattern is consistent across agency sizes. When account managers stop spending their day preparing for conversations and start having them, the client experience changes. And when the client experience changes at scale, retention follows.
Account managers stop being the ones who chase and re-enter data, and start being the ones who review and advise. The job doesn't disappear; its tenor changes.
Instead of opening carrier portals, building a comparison manually, and writing an email from scratch, the account manager arrives to a file that is already reviewed. The draft communication is waiting. Their time goes to the clients who need a real conversation, not to the administrative layer underneath every policy.
This matters especially as experienced account managers retire and new team members ramp up. A manual workflow is only as good as the person executing it. A structured one delivers consistent output regardless of tenure. McFarlan Rowlands, a mid-market agency, described what changed after building this into their process: clients receive a higher level of service and are contacted promptly when premium increases or coverage gaps are identified. When a client calls on the same day as the policy download, agents have a full comparison already in front of them.
The work doesn't have to be done person by person. That's the shift.
The starting point is an honest assessment of what percentage of the renewing book is being contacted proactively today. If the answer is less than half, the constraint isn't team effort; it's work structure.
Quandri connects to Applied Epic, AMS360, and HawkSoft. Policies are reviewed automatically as they download from the carrier, and agents work the same way they always have, just with the preparation already done.
The agencies pulling ahead on retention aren't doing more follow-up calls. They're reaching clients the competition isn't touching, with outreach that reflects the actual policy, before those clients have a reason to look elsewhere.
Book a demo to see what Quandri can do for your agency.
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