Beyond comparison: How KJ&A utilizes deep policy insights with Quandri

For most insurance agencies, renewals present a familiar set of challenges. Conversations often feel rushed and reactive, leaving little room to deliver the kind of personalized, advisory-driven service that clients expect. As a result, brokers find themselves facing an increased volume of inbound calls as clients struggle to understand things like coverage changes and rate increases. 

The focus of these renewal conversations often defaults to price — overshadowing the opportunity for advisors to demonstrate value. However, agencies that invest in modernizing both the preparation for and execution of these conversations can fundamentally shift operations away from a state of reactivity to one of proactive outreach. 

The big question is, “How can my team make this shift?” At Quandri, we believe that intelligent automation and deep policy insights are key to empowering brokers to share their expertise, reinforce their advisory role, and foster deeper client trust that translates directly into stronger retention.

But don’t take our word for it — we recently sat down with a front-line advisor from Kelley, Jiggins, and Associates (KJ&A), one of Quandri’s early US agency adopters to understand how in-depth policy analysis helped them reinvent the way they handle renewals.

Meet Miguel: How one broker stopped losing clients with Quandri

Miguel Reynaga, a Personal Lines Account Manager at KJ&A, understands the cost of inefficiency. Prior to implementing Quandri, he spent 15 minutes or more preparing for each client renewal call — digging through policies and carrier manuals, manually identifying gaps, and trying to recall personal client details with the aid of sticky notes. And if a client called in unannounced, asking for help? Miguel would scramble to do all of this live with the client on the line — talk about a stressful undertaking.

With Quandri, this changed overnight. Miguel now begins every conversation with a quick glance at Quandri’s comprehensive Renewal Summary, which provides him with visibility into coverage gaps, premium changes and claims history.

This allows him to drive more meaningful conversations, shifting the focus away from price and toward value, while reclaiming time to build stronger client relationships.

Walking through Miguel’s new retention-boosting policy review process

Curious as to how Miguel went from panic mode to feeling proactively prepared? Lucky for you, he was kind enough to take us through his Quandri-backed call preparation process. See his step-by-step workflow:

1. Preparation

Quandri intelligently analyzes carrier-specific documents to collect information, including premium changes, modified or missing coverages, and relevant claims. KJ&A configured Quandri to identify coverages — like sewer backup, building and ordinance and extended dwelling coverage — they recommend to all of their clients, so it’s easy to identify what a client’s policy may be missing. Miguel begins by immediately opening Quandri’s Renewal Summary within Epic on the account he’s reviewing. He no longer needs to search multiple systems to gather context — it’s all in one place, ready to go.

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2. Pre-call communication

Before getting on the phone with clients, Miguel leans on Connect to automatically create an initial email to communicate their renewal and policy updates: "Quandri's renewal email removes the need for an initial conversation. If I can send a detailed, personalized email — it makes everything smoother," he says. “The email helps the conversation go smoother by the client having a moment to digest the information or look at it while on the call…  Quandri has freed up my email time, and now I have more time to make phone calls," he adds. Equipped with Quandri, he’s able to spend more time being proactive and playing an advisory role for clients, rather than being reactive at renewal.

3. Conversation flow

He begins each call with a personalized greeting to make clients comfortable and further build a rapport with them. From there, he informs the client that their policy is coming up for renewal, and leads into the premium increases directly, offering context based on industry-wide trends or the client’s claims history. He notes that he always offers to explore alternative ways they can save on their policy without compromising important coverage. This immediately establishes transparency and trust, and addresses the most common concern at the outset.

4. Reframing the conversation

Instead of allowing price to dominate the conversation, Miguel uses it as an opportunity to pivot the call. He uses insights from the Renewal Summary to quickly reference and explain the factors that contributed to the increase. Miguel explains: " I break it down into what percentage of the increase is due to the rate hike and what percentage is due to the claim. That way, they understand exactly what’s affecting their premium." He proceeds to offer solutions such as increasing deductibles or reviewing coverage needs to maintain affordability while enhancing protection.

5. Coverage gap review and cross-sell

The missing coverage section of the Renewal Summary is central to Miguel’s approach. He uses it to introduce value-driven recommendations and naturally identify cross-sell opportunities, shifting the focus from their increased cost to highlighting the protection they need. If a client lacks extended dwelling coverage or identity theft protection, for example, he walks them through the benefits. "This approach reassures them that we’re working in their best interest," he explains. 

6. Next steps

By the end of the conversation, Miguel has reframed the renewal as a strategic opportunity. Clients leave the call with a clear understanding of what changed, why it changed, and what steps they can take to improve their coverage — all of which builds trust and improves retention. After using Quandri, Miguel’s happy to report After using Quandri, Miguel’s happy to report a dramatic turnaround: “I was losing five clients a week at the beginning of the year because of people’s premiums going up. But by being proactive and having personalized conversations, I can safely say that now I’m not losing any policies.”

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A deep dive into Quandri’s Renewal Summary Report 

The Renewal Summary Report is a key functionality of Quandri’s Renewal Review capability. By consolidating key information into a single view, brokers can shift from reactive troubleshooting to proactive advising. Let’s take a closer look at each section and the important insight each offers:

Key policy details 

This section provides brokers with a clear snapshot of the policy, including effective dates, address, premium changes and claims history. Miguel uses it to confidently open the conversation and eliminate awkward silences caused by toggling between documents.

Review section 

The summary flags important policy changes or removals, helping brokers prioritize what needs to be addressed. Miguel uses it to clearly outline why the conversation is happening and to avoid missing critical updates.

Missing coverages 

This section of the Renewal Summary identifies gaps in protection, such as sewer backup, personal injury protection, or identity theft, making it easy to pivot the conversation from price to value and recommend policy updates that serve the client’s best interest, while also presenting opportunities for upselling. Miguel explains that "Some clients don't even know if they need that coverage or if they need more. So [these] are the conversations that become more beneficial — for them and for the agency."

Key talking points 

Pre-written insights ensure brokers never overlook important client-specific context or policy changes. For Miguel, this enables more tailored and confident conversations — reinforcing his credibility and improving service quality.

As Miguel outlined, each section plays a distinct role in facilitating a structured, value-driven conversation that fosters client confidence and trust — but that’s just the tip of the iceberg. This nifty tool goes beyond conversations and actually lays the foundation for stronger, more effective client communications. 

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Beyond calls: How Quandri’s new AI-powered client communications are changing the game

With the introduction of Connect, agencies can now automate the creation and distribution of personalized renewal communications, even before a phone call is made.

Connect leverages insights and data identified through Quandri’s intelligent Renewal Review capability to generate personalized communications that are sent directly to clients via email. These emails include tailored insights and actionable recommendations, designed to reflect the advisor's voice and expertise. This approach not only provides clients with the information they need before reaching out, but also reduces the volume of reactive calls, freeing up brokers to focus on more strategic, relationship-driven follow-ups.

The result: stronger client relationships, improved retention, and a more scalable communication model for brokerages.

Modernizing renewal conversations = modernizing your agency

Agencies that rely on manual, reactive processes risk losing their clients to competitors that offer a more customer-centric, proactive and personalized experience. But those that embrace automation and client-specific insight-led communication are able to:

• Build trust through transparency.
• Deliver personalized advice at scale.
• Retain more clients with proactive conversations.

As Miguel puts it: “Having everything on one screen just makes it flow. It feels like I have everything memorized, but really, it’s right in front of me — no more bouncing between screens.”

Ready to turn renewals into your strongest retention channel? Book a demo with Quandri today. 

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