Renewals that check what has changed. Answered three weeks early on WhatsApp.

Three weeks before a policy renews, send the price and a one-screen WhatsApp Flow. Customers with nothing to change get the link to renew, and anyone with a change or a doubt hears from a person before the date.

Get started free Try a live Flow on WhatsApp (opens in a new tab)
Flo, the Flowella mascot, pointing at a simple flowchart in an open ring-bound playbook with colourful tabbed pages
Trigger
21 days before renewal, or a customer’s question
Channel
WhatsApp, with each answer in HubSpot
Workflow
3 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the policyholder.

Daniel’s home insurance renews in three weeks, or he asks about it in the chat. Each step shows what he sees on WhatsApp and what lands on his HubSpot record, from the notice to the renewal. Your answers in the Flow decide which way the branch goes.

Flo pointing along one of three signpost arrows, the way the branch sends each customer down one path
Insurance RenewalsStep 1 of 5
  1. Where Daniel comes from

  4. Yes, 60 or more: send the renewal link

    No, under 60: a person reviews it

  5. Renew: renewal_link, then a confirmation

    Review: renewal_review and an owner

Acme InsureBusiness account
Sample data

Today

Daniel Reid+44 7700 900431
Sample data

Properties

renewal_trigger
renewal_notice21 days before renewal
renewal_changes
No value
renewal_choice
No value
renewal_note
No value
renewal_score
No value
renewal_status
due_in_21_days
hubspot_owner_id
No value

Activity

    2 of 7 properties written

    Workflow triggers and actions need HubSpot Professional or Enterprise. Workflow actions guide

    Try a live Flow

    Scan the code with your phone to open one in WhatsApp. It’s Flowella’s own Flow, not this playbook.

    Open it in WhatsApp (opens in a new tab)

    The insurance renewal blueprint.

    Three weeks out, the price and a one-screen Flow, then one branch: customers with nothing to change get the renewal link, and anyone with a change gets a person and a new price. You build it in a HubSpot workflow, from Flowella’s triggers and actions.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment trigger21 days before renewal_date

      A date-based trigger that re-enrols every year, or a customer asking in the chat.

      The price comes from your system

      Your policy system writes the date and both prices to the contact. The template sends what is there.

    2. Send WhatsApp TemplateThe renewal notice

      renewal_notice, with this year’s price, last year’s and the Flow button.

    3. Delay until event happensForm Completed, up to 7 days

      The answers land as renewal_changes, renewal_choice and renewal_note.

      No answer in 7 days: one reminder, then a call before the date.

      Remind once

      One reminder at 7 days, then a call. No daily chasing.

    4. BranchIs renewal_score 60 or more?

      Nothing changed and renew as quoted scores 60. Any change or doubt scores less.

      Any change means a person

      A change can alter the price, so it goes to someone who can re-rate it before the date.

    5. Yes
      Send WhatsApp TemplateThe renewal link

      renewal_link, to your own secure renewal page

      Delay until event happensRenewal recorded, up to 7 days

      Your policy system writes the renewal to HubSpot

      Not renewed in 7 days: a person calls.

      GoalRenewed

      A confirmation in the chat, and documents by your usual route

      No
      Rotate record to ownerThe renewals team

      A named person, with the customer’s changes in front of them

      Send WhatsApp TemplateThe call

      renewal_review, with a round-robin meetings link that puts the owner first

      GoalRenewed, or a clear decision

      An updated price before the date, never a lapse by silence

      Payment off the chat

      Renewal and payment happen on your own secure page, never in WhatsApp.

      Re-price through your API

      A Send a webhook step can pass the changes to your rating API, which writes the new price back.

    Workflow triggers and actions need HubSpot Professional or Enterprise. The answers land as contact properties on every HubSpot plan, Free included. Workflow actions guide

    Copy that gets the renewal.

    Three WhatsApp templates and the Flow they open carry the renewal. The price comes from your policy system through the HubSpot record, and payment stays on your own renewal page.

    Show the messages as

    • renewal_noticeMarketingEnglish (UK)Sample data

      Sends 21 days before renewal_date, or straight back to a question

      Your policy renews soonHi {{first_name}}, your {{policy_type}} insurance renews on {{renewal_date_text}}. This year’s price is {{renewal_premium}}, and last year you paid {{last_premium}}. Check your details in two taps before you renew.Reply STOP to opt outCheck and renew
      Your policy renews soonHi Daniel, your home insurance renews on 30 November. This year’s price is £284.16, and last year you paid £271.40. Check your details in two taps before you renew.Reply STOP to opt outCheck and renew

      This year’s price beside last year’s, three weeks out, while there’s time to act.

    • renewal_checkWhatsApp Flow1 screenSample data

      Opens from the notice’s button, synced from your HubSpot form

      The Flow, Your renewal: has anything changed this year (nothing has changed, new address or vehicle, a new driver or a claim), how would you like to renew (renew as quoted, review my cover, call me first) and an optional question, anything we should know.

      Daniel’s Flow, with nothing has changed and renew as quoted chosen, and the optional question left blank.

      What has changed as one tap, how to renew as another, a note if they want.

    • renewal_linkMarketingEnglish (UK)Sample data

      Sends when renewal_score is 60 or more

      Renew in a minuteThanks, {{first_name}}. Nothing has changed, so your price stays at {{renewal_premium}}. You can renew on our secure page below, and we’ll confirm here when it’s done.Reply STOP to opt outRenew now
      Renew in a minuteThanks, Daniel. Nothing has changed, so your price stays at £284.16. You can renew on our secure page below, and we’ll confirm here when it’s done.Reply STOP to opt outRenew now

      One tap to your own renewal page, and a confirmation in the same chat.

    • renewal_reviewUtilityEnglish (UK)Sample data

      Sends when renewal_score is under 60

      Thanks for telling us, {{first_name}}. {{rep_name}} from our renewals team will check your details and call you this week with an updated price. If another time suits you better, pick one below.Pick a time
      Thanks for telling us, Daniel. Priya from our renewals team will check your details and call you this week with an updated price. If another time suits you better, pick one below.Pick a time

      A named person and an updated price before the date, not a lapse after it.

    Sample templates. Meta approves each template before it can send, and the Send WhatsApp Template action maps HubSpot properties to its variables.

    Five things that tell you who will renew.

    The play captures all five. The answers land in custom properties the play creates, next to Flowella’s own events, so a workflow can read them.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalNeeds a personRenewingLands in HubSpot as
    What has changedA change told in the chat reaches you before the renewal, not at the point of a claim. A new driver or a claim Nothing has changed renewal_changes
    How they want to renewA choice in the chat tells you who to confirm and who to call. Call me first Renew as quoted renewal_choice
    How fast they open itFlowella logs how long the notice took to read. Minutes beat days. Read days later Read in minutes timeToReadSecondsOn the Message read event
    Whether they finishOnly a finished Flow fires Form Completed. No answer means the reminder, not a guess. Opened, then left Every question done Form CompletedThe Flowella trigger
    Whether the renewal landsA renewal your policy system writes to HubSpot stops every reminder. No renewal yet Renewal recorded renewal_status

    Why WhatsApp renewals work for insurers.

    A renewal is a check on the facts before it’s a payment. A message they open, two taps on what has changed and a person for any change keeps the policy accurate as well as renewed.

    • Why speed matters

      Three weeks before the date there’s still time to re-rate a change and talk it through. A notice read the same day, and a call within the week for anyone unsure, beats chasing a policy that has already lapsed.

    • How to enhance it

      Add a Send a webhook step that passes changes to your rating API and writes the new price back. Follow with a second Flow for the change itself, and send customers on auto-renewal a different message.

    • Gotchas

      This sits beside the renewal notice your rules require, never in place of it. Send the date as text, show last year’s price with this year’s, keep payment on your own page and skip policies already renewed.

    The point: ask what has changed before you ask them to pay again.

    Every play, in one playbook.

    The HubSpot + WhatsApp Playbook, Vol. 01, puts each play on a two-page spread: why and when it works on the left, the blueprint on the right, and the WhatsApp copy ready to paste. Insurance Renewals is one of them.

    1. Leave your WhatsApp number. Four fields, and no sales call attached.
    2. A short Flow arrives. It’s a live Flowella Flow, so you see one working.
    3. The playbook lands in the same chat.
    Get the playbook

    Free. Reply STOP at any time to stop the messages.

    The cover of The HubSpot + WhatsApp Playbook, Vol. 01.

    Page 1 of 3The cover

    Browse playbooks by what you do.

    Every play is a working blueprint. These six sit closest to insurance renewals.

    Browse all playbooks

    This play is filed under Customer success Keep customers Insurance

    • Membership Renewals

      Renew more memberships: a WhatsApp reminder 30 days out, a one-screen Flow, the renewal link for members who stay, and a person for anyone unsure.

      • Customer success

    • Contact Data Refresh

      Refresh stale CRM records with WhatsApp confirmations, structured corrections, one reminder, and a clear freshness flag.

      • Support
      • Customer success

    • KYC Onboarding

      Complete KYC faster with WhatsApp document requests, missing-file nudges, verification branches, and manual review only for exceptions.

      • Support
      • Customer success

    • NPS / CSAT

      Collect two-tap CSAT or NPS answers on WhatsApp, thank happy customers, and route every unhappy one to a person and a HubSpot ticket.

      • Support
      • Customer success

    • Re-engagement

      Wake dormant contacts with a WhatsApp preference prompt, branch interest, snooze, and opt-out paths, and clean HubSpot automatically.

      • Marketing
      • Customer success

    • Lead Capture & Qualify

      Qualify captured leads with WhatsApp questions, scoring, high-fit sales routing, and nurture for low-urgency contacts.

      • Sales
      • Marketing
    Flo jumping for joy with her fist in the air and a phone in her hand

    Start every renewal three weeks early.

    Turn the weeks before renewal into a notice, a two-tap check and a person for any change. Start free today, or book a 30-minute demo and we’ll map this play to your policies.

    Get started free Try on WhatsApp (opens in a new tab)
    Or book a 30-minute demo