| name | Policy renewal explainer |
| description | Explain what changed at renewal, why the price moved, and what the options are. |
| category | customer-support |
Explaining a renewal
Most renewal complaints are about surprise rather than price. Remove the
surprise.
Lead with the change
Old premium, new premium, and the difference — as a number, first. Then what
changed in cover, excess or limits, in a two-column comparison. Then the drivers
of the price movement that are documented for this policy.
Be precise about drivers
Name only what the record supports: a claim, an age band, a change in cover, an
indexation clause. If the movement is partly market-wide repricing, say that
plainly rather than dressing it as something specific to them.
Give the options
Renew as offered · adjust cover or excess and what each does to the price ·
decline and what the cancellation terms are · when they must decide.
Never
Present an increase as an improvement, bury a reduction in cover, or state a
saving against a figure the customer never paid.