With Retell, we’ve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
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AI Voice Agents for Insurance Renewal and Re-Enrollment Calls
5.0
ON G2
Renewal and re-enrollment calls for insurance carriers, agencies, and the BPOs that run outreach for them. The agent calls each policyholder or member on a schedule before the renewal or redetermination date, reads the details you load for that contact, and asks what they plan to do. Payment goes to your portal link or your team, coverage decisions go to a licensed agent, and every call where the contact talks with the agent ends in an outcome your team can work from.
Trusted by over 4,000 businesses powering 100+ million calls per month.
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How It Works
Set up AI renewal calls in four stages, from your renewal list to a campaign that calls in each contact's local hours.
Load the renewal list and your rules
Upload a CSV or XLSX file of policies or members coming up for renewal, or sync contacts from a connected CRM, then write the renewal script, what the agent may explain from your approved documents, and the points where a licensed agent takes over.
Test on simulated renewal calls
Run simulation tests with a policyholder who wants to cancel, one who asks why the premium went up, one who already paid, and one who asks for a person, and check each run against your success criteria before the first dial.
Build the campaign sequence
Set attempts and delays across the weeks before renewal, a calling window in each contact's local time, do-not-call screening, and local caller IDs, then start with one book of business, one program, or one client.
Track renewals contact by contact
Each call where the contact talks with the agent ends in an outcome you define, such as renewing, wants a coverage review, or wants a payment link, and the campaign page counts dialed, connected, and converted contacts.
Use Cases
Renewal and re-enrollment calls, from the first reminder to the handoff
Renewal reminders across the renewal window
Need every policy coming up for renewal called, not only the ones your team reaches in a busy week. Each contact's fields, such as the policy type, renewal date, and premium, reach the agent as variables, so the call opens with the right details. An outbound campaign sequence spreads attempts across the weeks before the renewal date, leaves a voicemail only on the attempts you choose, and stops calling a contact once a call ends in an outcome such as renewing. Inbound quote and claims calls are covered on the AI voice agent for insurance page.
Rate changes and coverage reviews go to licensed agents
Need questions about price and coverage answered by someone licensed to answer them. The agent explains what you load for that contact, such as the renewal date and the new premium, answers general questions from a knowledge base of your approved documents, and leaves quoting, advice, and binding to your licensed staff. When a caller wants to review or shop their renewal, it starts a warm transfer to your licensed team and briefs your agent privately before connecting. Matic, a digital insurance agency, uses Retell for scheduled outbound calls that hand off to licensed agents, with an 85 to 90% transfer success rate on scheduled appointment calls.
Payment due before the renewal date
Need the renewal paid before coverage ends. When a contact's renewal payment is still open, the agent says what is due from the fields you load, then either transfers the caller to your servicing team or ends on an outcome that sends the contact to a text step in the campaign, where a chat agent texts a link to your payment portal from an SMS-enabled campaign number. Card and bank details stay off the AI call. Accounts already past due with a balance to work belong in a separate campaign, covered in AI collections for insurance agencies.
Medicaid renewal and redetermination outreach
Need eligible members to finish their renewal before they lose coverage over paperwork. During the Medicaid unwinding, 69% of the people who were disenrolled lost coverage for procedural reasons rather than being found ineligible, according to KFF's unwinding tracker, with data through September 2024. A campaign can call the members on a roster you load, remind them a renewal is due, confirm the phone number and mailing address on file, and transfer anyone who wants help to your enrollment staff. Under Public Law 119-21, states must redetermine eligibility every six months for most adults covered through Medicaid expansion, starting with renewals scheduled in 2027.
Marketplace and Medicare enrollment windows
Need current members reached while they can still change plans. On HealthCare.gov, Open Enrollment for 2027 coverage runs from November 1 to January 15, and December 15 is the last day to enroll for coverage that starts January 1, per the HealthCare.gov dates and deadlines. Agencies and BPOs can run one campaign per window and stop it when the deadline passes. Medicare Advantage plans and their agents and brokers work under stricter rules: 42 CFR 422.2264 bars unsolicited cold calls, robocalls, texts, and voicemails to beneficiaries but allows calls to current enrollees about plan business, so your compliance team decides who is called.
One campaign per program, book, or client
Need several programs or client books called without mixing them up. Each campaign runs its own agent, with its own script and transfer numbers, plus its own contact list, compliance checks, and caller IDs, so a BPO can run Medicaid, Marketplace, and Medicare outreach, or renewals for several agencies, at the same time. Local presence dialing calls each contact from a number assigned to its own area, and a callback to that number while the contact is still in the campaign reaches the same campaign. Auto-enroll campaigns with overlapping conditions both call the same contact, so keep each program's tags separate.
Built for Contact Centers, Not Demos
Retell is the AI Voice Platform Enterprise Contact Centers Run On
Retell lets you build, test and deploy AI phone agents that handle real call volume, so your team spends its time on the conversations that need a person.
Feature
Why carriers, agencies, and BPOs choose Retell AI for renewal calls
Your renewal list from a file, your CRM, or your API
Upload a CSV or XLSX file, sync contacts from a supported CRM, or create contacts through the API. There is no native agency management system connector: a custom function calls your system's API during the call to look up a policy, and post-call data goes back through the call_analyzed webhook.
Renewal rules your agent can say
Write what the agent may explain, such as the renewal date, payment options, and where to find policy documents, into its instructions and a knowledge base built from your approved pages and files. Choosing or changing coverage stays with licensed staff.
Warm transfer with the policy already summarized
When a caller needs a person, a warm transfer plays a private message to your agent with the policy, the renewal date, and the question before the caller is connected, so nobody repeats themselves.
Retries and calling hours set per campaign
Set attempts and delays, a second dial right after an unanswered call, callbacks at the time a contact asks for, holiday exclusions, and a calling window in each contact's local time. Retell doesn't enforce legal calling hours, so set a window that meets the rules for your contacts.
Renewal outcomes written back to each contact
An outcome can write a value such as renewing or wants review to a contact field, which syncs to your CRM when the field is mapped. Post-call extraction records the fields you define on calls where a conversation took place, and the campaign page charts dials and conversion rate over time.
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Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07–$0.31 per minute – Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
Is an AI renewal call a robocall under the TCPA?
Treat it as one. In February 2024 the FCC confirmed that AI-generated voices count as an artificial or prerecorded voice under the TCPA. Under 47 CFR 64.1200, those calls to cell phones need the called party's prior express consent, calls that include telemarketing need prior express written consent, and each call must say at the start which business is calling. Whether a renewal call counts as telemarketing depends on what it says, so have counsel review the script. Consent and licensing are your responsibility, and this is not legal advice.
Does Retell screen do-not-call lists before a renewal campaign calls?
Yes, if you turn the checks on. Outbound call campaigns can screen each contact before the first dial against your internal do-not-call list, the federal and state registries under your own FTC registration, reassigned numbers, and known TCPA litigators. A contact who asks not to be called again, or texts STOP, is marked do-not-call and skipped by later campaigns that use the internal check. The checks skip numbers you shouldn't call. They don't confirm you have consent to call the rest.
Can the agent take a renewal payment on the call?
Not card or bank details. The agent tells the contact what is due from the fields you load, then transfers the caller to your team to pay, or a text step in the campaign sends a link to your payment portal from an SMS-enabled number you own. Retell's shared SMS-approved numbers send only a preset template, so they can't carry your link. If a caller reads out a card number anyway, PII redaction, when you turn it on, scrubs card and bank account numbers from the transcript, recording, and logs after the call.
Does Retell integrate with agency management systems?
There is no native agency management system connector. A custom function calls your system's API during the call, for example to look up a policy by the contact's phone number. After the call, its analysis and extracted fields reach your systems through the call_analyzed webhook, and campaign outcomes can be saved to contact fields that sync to a connected CRM. If your system has no API, export the renewal list as a CSV or XLSX file and upload it to the campaign. Supported CRMs sync contacts both ways.
Can a BPO run renewal outreach for several programs or clients?
Yes. Give each program or client its own campaign, agent, script, caller IDs, and transfer numbers, and keep their contact lists apart with tags. Unlike a parallel dialer, which rings several lines for one human rep, the AI agent holds each conversation and your staff take only the transfers. See AI customer support for BPOs for the inbound side.
How much do AI renewal calls cost on Retell?
Retell bills per minute of conversation, and the rate depends on the language model, voice, telephony, and add-ons you choose. In a campaign, each dial bills as a normal call, compliance screening is billed per number checked, and phone numbers bill monthly. Enterprise plans have custom pricing and higher concurrency for carriers and BPOs with large books. See Retell's pricing page for your mix.
