While it is never advisable to contact an insured that is late making a premium payment, it is always a good idea to determine why a policy was allowed to cancel or was not renewed by the insured. By conducting an “exit interview” (by phone or mail) with the client, you can determine the real reason coverage was terminated.

In rare cases, you may find out that the client had no intention of allowing the policy to lapse, and you can save your client from an uncovered loss and yourself from a potential E&O claim.

Surveys reveal that the majority of clients leave an agency because of a service issue. By determining why the client left, you can ensure that this type of situation will not occur in the future and have a good chance of writing the client’s business in the future.