Retention Campaigns
An overview of the retention templates that welcome new members, stay in touch all year, and catch members before they leave.
Here's the harsh reality of selling health insurance: members remember their carrier, but they rarely remember your agency. Then AEP rolls around, someone else calls, and they're gone.
Retention campaigns fix that. They're automatic touchpoints after enrollment, calls and texts that welcome members, check in through their first few months, and stay in touch all year. By the time AEP comes, you're the person they already know and trust, not a stranger calling about their plan.
You don't build these from scratch. Every one of them is a ready-made template in the Template Library, tagged Retention, with a brief that shows exactly what the AI says and when.
What's in the retention set
New members
Welcome Text and Welcome Calls, Approval Calls, ID card check-ins and texts, the Effective Date Check-In, and 30, 60, and 90-day check-ins.
Staying in touch all year
Birthday and anniversary texts, plus friendly touches in February, April, June, July, and December.
AEP season
Pre-AEP Call, MA AEP Renewals Outreach, Mid-AEP Call, and AEP Renewals 2027.
Saves and alerts
Rapid Disenrollment Save, Payment Errors, and formulary and network change alerts.
Some are calls (an AI employee that also sends texts), and some are text-only for the lighter touches. A few come in both versions on the same day, like the 30 and 60-day check-ins, so pick one or the other.
For ACA, there's a shorter set: Welcome Calls, ID Card Check-In, 30, 60, and 90-day check-ins, Birthday Text, and New Member Payment Reminders for members whose first (binder) payment hasn't come through. See the ACA templates.
How members get in
Most retention templates come with an automation that adds members on its own, based on a date: days after their enrollment date, days after their effective date, a fixed day every year, or their birthday. Because everyone's dates move along the same timeline, the campaigns line up into a journey without you wiring anything together.
A few don't have an automation, because only you know who should get them (Payment Errors, Silent Client Reconnect, and a couple of others). You add those members yourself. See Add Customers to a Campaign.
Heads up: date automations check once a night and only pick up people whose date lands that day. They don't go back and catch your existing book. The Retention Journey covers this and the other things worth knowing before you turn it on.
Where to start
Pick your set
Start with The Retention Journey. It lays out every step on a timeline and lists the set our agencies run most.
Create the campaigns
Go to Campaigns, click New Campaign, enter a name, and choose Voice AI > Create from template, and select the templates you want. You can create a bunch at once. See Create a Campaign from a Template.
Set up escalations
Every call template needs to know where to send transfers and which calendar to book on. Do this in each campaign's Configuration > Scenarios & escalations section. See Escalations.
Turn them on
Activate each campaign from its Overview tab. From then on, members flow in on their own as their dates come up.
Whatever the AI can't handle on a call doesn't fall through the cracks. It transfers the member to your team, books an appointment, or logs an inquiry for follow-up.
Members already cancelling?
That's its own playbook. Win-Backs and Rapid Disenrollment Save call members the moment their policy moves to Future Cancel, Terminated, or Cancelled. See Save Cancelling Members.
Suppress Unwanted Callers
Block unwanted phone numbers across your organization, apply suppression from call outcomes, and manage your list with CSV imports and exports.
Save Cancelling Members
Automatically call members the moment their policy moves to Future Cancel, Terminated, or Cancelled, and work the ones already cancelling.