Late pay management can be a time-consuming headache for insurance agencies. Chasing down overdue payments, sending reminders, and manually tracking cancellations can drain valuable time that could be better spent serving clients. Fortunately, AgencyZoom offers a streamlined way to automate late pay management, reducing the need for manual follow-ups while improving efficiency.
By setting up an automated workflow, agencies can ensure that every late payment is handled systematically—from the initial notification to final follow-ups. This not only improves cash flow but also enhances client communication by sending timely reminders through email, text, and phone calls. In this guide, we’ll walk through how to set up late pay management automation in AgencyZoom, ensuring that your agency stays on top of overdue payments with minimal effort.
Setting Up a Late Pay Pipeline in AgencyZoom
A well-structured pipeline is the foundation of effective late pay management. In AgencyZoom, setting up a dedicated late pay pipeline allows agencies to track overdue payments systematically, ensuring no missed follow-ups and reducing policy cancellations. Here’s how to do it step by step.
1. Create a Late Pay or Notice of Cancellation Pipeline
The first step in automating late pay management is building a clear workflow inside AgencyZoom. This means creating a Late Pay or Notice of Cancellation pipeline to track overdue accounts. Each overdue payment moves through specific stages, helping your team stay organized and proactive.
- Stages to Include in Your Pipeline:
- Pending Payment – The first stage where late payments are identified.
- Payment Reminder Sent – Automated notifications begin here.
- Final Warning – The last attempt to collect before policy cancellation.
- Canceled for Non-Payment – The policy is officially canceled.
- Reinstatement in Progress – If reinstatement is possible, the policy moves here.
With these stages in place, AgencyZoom can automatically shift accounts based on payment status, reducing manual effort.
2. Set Up the Right Service Ticket Categories
Service tickets play a crucial role in managing late payments efficiently. To make sure every overdue payment is properly tracked, configure service ticket categories that reflect real-world scenarios.
Recommended categories:
- Late Pay – Pending
- Late Pay – Cancellation Notice Sent
- Late Pay – Reinstatement Process
By categorizing tickets correctly, agents can quickly identify where a client stands in the process and take action accordingly.
3. Automate Late Pay Ticket Creation
Instead of manually tracking overdue payments, AgencyZoom allows you to automate ticket creation based on specific conditions. If a client has an outstanding balance, a service request can be generated automatically, assigning the case to the appropriate team member.
- Key Fields to Include:
- Late Pay Amount – The total overdue balance.
- Due Date – The deadline before cancellation occurs.
- Policy Details – The specific policy at risk of cancellation.
Once these fields are in place, AgencyZoom can trigger automated communications and follow-ups based on pre-set conditions, significantly improving late pay management efficiency.
4. Move Accounts Through the Pipeline Automatically
Rather than relying on staff to manually update payment statuses, automation moves tickets through different stages based on due dates and responses. For example:
- If a client makes a payment, their ticket automatically moves to Paid – Completed.
- If no payment is received after a set period, the ticket shifts to Final Warning.
By automating these movements, agencies can eliminate unnecessary manual work while maintaining clear visibility on late accounts.
By setting up a dedicated pipeline, categorizing service tickets properly, and automating ticket creation, agencies can drastically improve late pay management. In the next section, we’ll explore how custom fields and automation triggers further refine the process, making it even more efficient.
Custom Fields & Automation Triggers for Late Pay Management
Once your late pay pipeline is set up, the next step is refining your automation with custom fields and triggers. These elements ensure that every overdue payment is tracked accurately while triggering the right actions at the right time. Here’s how to configure them for maximum efficiency.
1. Create Essential Custom Fields
Custom fields are critical for organizing late pay management data within AgencyZoom. These fields store key information about each overdue account, allowing automation to function properly.
The two most important custom fields to add are:
- Late Pay Amount – This field stores the total overdue balance.
- Late Pay Due Date – This tracks the final payment deadline before cancellation.
To set these up in AgencyZoom:
- Navigate to Settings > Custom Fields and create a new field.
- For Late Pay Amount, select a Number field type.
- For Late Pay Due Date, choose a Date field type.
Once these fields are active, they become the foundation for automation triggers.
2. Automate Service Requests for Late Payments
Manually creating service requests for overdue accounts is time-consuming. AgencyZoom allows you to automate this process by linking service requests to custom field updates.
- Trigger: Overdue Balance Detected → Automatically creates a late pay service request.
- Trigger: Late Pay Due Date Approaching → Sends automated reminders to the client.
By using automation triggers, service tickets are generated without agent intervention, keeping late pay management efficient and proactive.
3. Send Automatic Payment Reminders
A structured communication plan is key to collecting overdue payments. AgencyZoom allows you to send automated messages based on custom field data.
Recommended automation schedule:
- 15 Days Before Due Date → Initial reminder email and text.
- 5 Days Before Due Date → Follow-up email with payment link.
- 1 Day Before Due Date → Urgent reminder via email, text, and call.
- Payment Missed → Final warning before policy cancellation.
Each message dynamically pulls Late Pay Amount and Due Date, ensuring clients receive personalized, relevant communication.
4. Automate Internal Follow-Ups
Beyond client communication, internal reminders keep your team informed. Set up triggers to notify agents when action is required:
- Trigger: Payment Still Due After 5 Days → Assign a task for a follow-up call.
- Trigger: Payment Made → Move the ticket to Paid – Completed status.
- Trigger: No Payment After Due Date → Shift the case to Final Warning status.
These internal automations keep everything moving without manual tracking, allowing agents to focus on higher-value tasks.
By integrating custom fields and automation triggers, agencies can take their late pay management to the next level. In the next section, we’ll explore how to fully automate email, text, and call sequences to maximize collection rates with minimal effort.
Automated Communication: Emails, Texts & Calls for Late Pay Management
Effective late pay management relies on timely communication. With AgencyZoom, agencies can automate email, text, and call reminders, ensuring clients receive the right message at the right time. This not only improves collection rates but also reduces the need for manual follow-ups.
Here’s how to set up automated communication to maximize efficiency.
1. Set Up Email Sequences for Late Payments
Automated email sequences help keep clients informed without requiring agents to send messages manually. By linking email templates to late pay triggers, agencies can create a structured follow-up system.
Recommended email sequence:
- 15 Days Before Due Date → Friendly reminder about the upcoming payment.
- 5 Days Before Due Date → Payment warning with clear instructions.
- 1 Day Before Due Date → Urgent email emphasizing the risk of cancellation.
- Payment Missed → Final email stating policy cancellation is imminent.
Each email should include:
✔ Client Name (pulled automatically)
✔ Late Pay Amount and Due Date
✔ Payment Link for quick action
✔ Agency Contact Information for support
By setting up this sequence, agencies maintain professional and consistent communication, increasing the chances of timely payments.
2. Automate Text Message Reminders
Since texts have a much higher open rate than emails, they are a powerful tool for late pay management. AgencyZoom allows agencies to automate SMS messages alongside email notifications.
Recommended text sequence:
📅 10 Days Before Due Date: “Hi [Client Name], your payment of [Late Pay Amount] is due on [Due Date]. Avoid cancellation—pay now: [Payment Link].”
⚠ 3 Days Before Due Date: “Reminder: Your policy payment is due soon. Call us at [Agency Number] with any questions.”
🚨 1 Day Before Due Date: “URGENT: Your policy will cancel if payment isn’t made by tomorrow. Final reminder: [Payment Link].”
Because texts are short and direct, they encourage immediate action, especially when paired with a payment link.
3. Automate Follow-Up Calls
While emails and texts are effective, some clients respond best to direct phone calls. AgencyZoom allows agencies to schedule automated call reminders so agents can follow up at key moments.
- Call 1: 5 days before due date – Confirm the client received previous notices.
- Call 2: 1 day before due date – Urge immediate payment to avoid cancellation.
- Call 3 (if unpaid): After cancellation – Offer reinstatement options if available.
Each call should be logged automatically in AgencyZoom, allowing agents to track which clients need further follow-up.
4. Track Engagement and Adjust as Needed
Automation doesn’t mean “set it and forget it.” AgencyZoom provides insights into email open rates, text response rates, and call logs, helping agencies refine their late pay management strategy.
- High email open rate but low payment rate? Adjust email messaging.
- Clients ignoring texts? Try increasing call frequency.
- Frequent late payments from the same clients? Flag them for additional follow-ups.
By continuously monitoring engagement, agencies can fine-tune their approach and improve payment collection.
By automating email, text, and call sequences, agencies can make late pay management faster and more effective. In the next section, we’ll explore what to do when payments are late, including reinstatements and final follow-ups.
Handling Reinstatements & Final Follow-Ups in Late Pay Management
Even with automated reminders, some clients will still miss their payment deadlines. When this happens, agencies need a clear process for handling reinstatements and final follow-ups. With AgencyZoom’s automation tools, teams can efficiently track overdue accounts, attempt reinstatements, and close out unpaid policies.
Here’s how to manage the final stages of late pay management effectively.
1. Automate the Policy Cancellation Process
When a payment deadline passes without resolution, AgencyZoom can automatically move the service ticket to Canceled for Non-Payment status. This prevents agents from spending unnecessary time on accounts that have already lapsed.
Automation triggers can:
✅ Send a final email confirming policy cancellation.
✅ Notify the client via text that coverage has ended.
✅ Create an internal task for agents to confirm cancellation with the carrier.
By automating these steps, agencies can reduce administrative work while maintaining clear records of payment activity.
2. Set Up a Reinstatement Workflow
For policies that qualify for reinstatement, AgencyZoom can automate the process by:
- Sending an immediate email outlining reinstatement steps.
- Triggering a call task for an agent to follow up.
- Providing a payment link so the client can quickly take action.
Reinstatement messages should emphasize urgency:
📩 Email Example: “Your policy has been canceled, but reinstatement may still be possible if payment is made by [Reinstatement Deadline]. Call us at [Agency Number] today.”
📱 Text Example: “Act now! Your policy was canceled, but you may still reinstate it. Contact us at [Agency Number] ASAP.”
By setting up an automated reinstatement workflow, agencies can recover lost policies without manual tracking.
3. Flag Repeat Offenders for Additional Action
Some clients repeatedly miss payments, leading to multiple cancellations. Instead of treating these cases like any other overdue account, AgencyZoom allows agencies to tag frequent late pay clients for additional follow-ups.
Recommended actions:
🔹 Limit future reinstatement efforts if a client has been canceled multiple times.
🔹 Offer different payment options to encourage timely payments.
🔹 Automatically notify agents when a flagged client enters the late pay pipeline again.
This ensures agents spend time on clients who are likely to pay while minimizing effort on repeat offenders.
4. Move Unresolved Accounts to Final Review
If a client fails to reinstate their policy, the last step in late pay management is officially closing out the case. AgencyZoom can automate this process by:
✔ Archiving the service request to prevent unnecessary follow-ups.
✔ Sending a final message confirming account closure.
✔ Adding the client to a future marketing campaign if retention is possible.
For agencies that want to re-engage former clients, AgencyZoom can schedule future email campaigns reminding them to return when their insurance needs change.
By automating policy cancellations, reinstatements, and final reviews, agencies can handle late pay management with minimal manual work while still maximizing retention opportunities.
Automating late pay management in AgencyZoom allows agencies to streamline operations, reduce manual tasks, and improve payment collection rates. Instead of spending hours chasing overdue accounts, agents can rely on a structured pipeline, automated reminders, and smart workflows to handle every step—from the first notice to final follow-ups. By integrating these automation tools, agencies can save time, improve efficiency, and focus on higher-value tasks that drive growth.
At TechMarketer, we specialize in helping agencies implement automation that works. With Automated Agency by TechMarketer, we provide the tools and expertise to optimize your workflows, so you can manage late payments effortlessly and keep your agency running smoothly. Ready to transform your process? Let’s make automation work for you.