Retention
Every renewal you were going to lose quietly.
A policy doesn’t lapse with a phone call. It lapses with a returned payment and a notice nobody opened. Adjustly catches those, works them to a deadline, and tells you what keeping the account was worth.
The way it actually happens
A lapse doesn’t announce itself.
- The notice arrives as email forty-one on a Tuesday, between a certificate request and a renewal question.
- It has a date on it, and the date is the entire point.
- Nobody's job title is “notice the cancellation notice”.
- By the time someone calls, the client has already been quoted by somebody else.
Nobody decides to lose the account. It goes because a dated piece of paper sat in a busy inbox for eleven days.
How a save happens
Five steps, and only one of them is yours.
- 1
The notice arrives.
A returned payment, a non-payment warning, a cancellation notice. It lands in the same inbox as everything else, and it does not look urgent.
- 2
It gets recognised.
Not filed as general billing — read as a pending cancellation, with the effective date pulled out of the text and put on the record.
- 3
It gets a deadline.
It opens as a save opportunity and stays open until somebody closes it. It cannot be quietly marked as read.
- 4
The client hears from you today.
An outreach draft that says what is happening and exactly what fixes it, ready for someone to check and send.
- 5
You mark what happened.
Saved or lost. That is the only manual step, and it is one click — but it is the step that makes the number real.
The client is contacted the same day the notice arrives — which is the whole difference between a save and a post-mortem.
What it’s worth
A lost account isn’t a lost ticket. It’s a lost annuity.
Closing a service request saves minutes. Keeping an account keeps the commission this year, and again next year, and the year after that — which is the thing your agency is actually valued on.
That’s why saves are worth more than the daily work even though they happen a fraction as often. Certificates earn the habit. Saves earn the renewal.
~$14–29k a year
Accounts kept, modelled for a three-CSR commercial agency.
~$9k a year
Certificate time saved, over the same period — roughly a third as much, from work that happens ten times as often.
These are our own estimates, not results measured at a customer. We say so here for the same reason the product says so on screen.
The number
How it’s worked out, and what it refuses to do.
This figure gets quoted back to an agency owner, so it’s built to be defensible rather than impressive.
It is an estimate, and it says so.
Commission is modelled from a rate you set in settings. We do not read your commission statements, so we never present the figure as booked revenue.
A save with no premium is “unknown”, never “$0”.
Zero reads as “that save was worthless”. Unknown is the truth. They are counted separately so a book with patchy premium data cannot quietly deflate your total.
It values the policy at risk, not the whole account.
A client with three policies who nearly lost one is not a three-policy save. Using the account premium would overstate almost every figure.
The rate has guard rails.
Type 12 into a field labelled commission rate and it reads 12%, not 1200%. A misplaced decimal should not inflate a year of reporting.
Nine saves this month is a statistic. Nine saves, about $11,000 of commission kept, two we couldn’t value is a renewal conversation.
The limits
What it won’t do.
It won't contact the client on its own.
The outreach is drafted. A person reads it and sends it.
It won't tell you an account is safe.
It surfaces the ones with a notice against them. Silence is not evidence of health.
It won't count a save you didn't make.
Nothing is valued until someone marks the outcome. There is no automatic win.
Retention works because the notices come through the same inbox as everything else. It isn’t a separate product — it’s what the service desk notices on the way past.
How many did you lose last year?
Most agencies can’t answer that, because a quiet lapse never gets written down. Send us a real request from your service inbox and we’ll show you what gets caught.
Forward a request