How to Track Insurance Renewals and Referrals in Onyx

Onyx gives agents a way to return a missed call, capture the caller’s details and schedule the follow-up from the same workspace. The agent can open an existing customer record or create one, add notes from the conversation and book the next appointment.

An insurance CRM for renewals and referrals needs to support both existing clients and the people they introduce. In Onyx, the client’s policies and previous conversations help an agent prepare for an Annual Review. For a new referral, the team can record the introduction and book a Call Back appointment once the person gets in touch.

Return the call and build the customer record

Onyx’s follow-up tasks give agents a way to act on missed calls. When a caller leaves a voicemail through a campaign with voicemail enabled, Onyx creates a task. Your agency can configure who receives that follow-up, including the agent who last spoke with the caller or a designated member of your service team.

If the caller already has a customer record, the agent can open the history before returning the call. If the caller is new, the agent can call directly from the task and collect their details during the conversation. Once the caller is matched to an existing record or added as a new customer, your team can keep their notes, policies and future appointments together.

The Contact Timeline brings calls, messages, notes, policies and tasks into one view. An agent preparing for a review can see the earlier conversation and the policy under discussion. Team members with the appropriate access can use that same history when they take over the follow-up. See how Onyx organizes customer and policy records.

One customer reports that agents complete more than 95% of missed-call follow-up tasks in Onyx. Those tasks appear in the workspace they already use, attached to the customer’s history. Read the customer story.

Build review lists from the policy data you hold

Onyx can use policy data to find the clients your team needs to contact. With outbound communication enabled, an administrator can create a Contact List using rules for carrier, policy type, policy status and the number of days before or since a policy’s effective date. The list can refresh on a schedule and feed your agents’ work in My Campaigns.

For example, a health agency can build a list of clients with active policies that became effective within a chosen date range. The agent then has a defined group to contact about a review. The agency decides the timing and purpose of that outreach based on the coverage it services.

Keep the date’s meaning clear. An effective date tells you when that policy’s coverage begins. An Annual Review is an appointment your agency books with the client. When you use Onyx for policy renewal tracking, the policy record tells you about the coverage and the appointment tells you when your agent has agreed to discuss it.

Work through the calls in My Campaigns

Agents open their contact lists in My Campaigns and choose Preview Dialing. Before making the call, they can see the contact’s last-contacted information, linked policy, effective date and appointment. They can also add notes to a linked customer record from the preview.

After the conversation, the agent records the call outcome and moves to the next contact. If a client asks to speak again, the agent can add them to a personal contact list from the call screen. For a specific time agreed with the client, the agent can book a Pipeline appointment.

Agents can also build their own lists from customer records, policies, tasks and existing appointments. That gives them a way to organize review calls and referral follow-ups as those requests come in, alongside lists the agency has prepared for them.

Book the next conversation while the request is clear

Onyx’s Pipeline calendar includes Annual Review, Call Back and Enrollment appointments. The agent chooses the appointment type, time and description, then records what the client wants to cover. That description gives them something useful to prepare before calling.

The booking form shows the customer’s local time when their state is on file. A team lead can book or reassign an appointment to a producer on their team, and the producer receives access to the associated customer record. This keeps the agreed call and the information needed to handle it together.

For agencies with approved texting and the relevant templates, Onyx can prepare a confirmation, reschedule or reminder text for an eligible contact. The agent reviews and sends the draft. The appointment remains visible on the calendar, where agents can call the client when it is time.

Record referrals where the team can use them

Insurance referral tracking works best when the next agent can see who made the introduction and why the person contacted your agency. Once the referred person gets in touch, that information belongs on their customer record with the rest of the conversation.

An administrator can add a referral-source field in Onyx. A consistent option such as Client referral lets your team filter for those contacts, while a separate text field or dated note can record who introduced them. These are fields your agency configures around its process.

Person custom fields can appear on the record, in the Persons list filters and in People exports. Supported text and choice fields can also become rules for a Contact List. Your agency can use a Client referral value to assemble the relevant contacts for agents to work, then use notes and Call Back appointments to carry the conversation forward.

See what still needs a call

Managers can filter the Pipeline by appointment type, agent, team and status within their access. That makes it possible to review upcoming Annual Reviews and Call Backs separately. Customer records then show what was discussed, which policies the client holds and the work still attached to that relationship.

Track completed follow-up alongside policy outcomes. A completed review shows that your team held the conversation. The policy’s current status tells you about the coverage. For a closer look at measuring that outcome, see how to calculate your insurance retention rate.

If you are choosing a CRM for an independent insurance agency, our buyer’s guide covers the wider sales workflow, including lead routing, calling and enrollment. Read the insurance CRM buyer’s guide.

Bring your agency’s current review list and the way you record referrals. We’ll show you how your team can work through them in Onyx. Book a conversation with our team.