The Lifecycle of a Renewal Case | Advocate Help Center

Where To Start

A “Servicing” Case reaches the point of being a "Renewal Case" one of two ways, and both lead to the same review flow from here on:

It was transitioned from an approved New Case (refer to “The Lifecycle of a Servicing Case”) — it moves to “Approved” status and needs to be reopened before the new term can be reviewed.
It arrived through Managed Onboarding — when the Advocate team onboards a customer’s existing portfolio for them, so an entire book of loans can start using Advocate on day one rather than being added case by case over time. These cases land in “Onboarding” status; the onboarding step is completed first, then the same flow below applies.

STAGE 1

A new renewal cycle begins with reopening the case (if it arrived from an approved New Case) or completing onboarding (if it arrived through Managed Onboarding), then uploading the new term’s documents with AI extraction turned on.
From there, the Case Agent matches the new documents’ Policy numbers against what’s already on file to determine whether this is a New Term of an existing Policy, or a different Policy altogether.
1. If it’s a new term, adds it on top of the existing policy.
2. If the Policy number doesn’t match anything on file, it creates a new Policy record instead.
  1. In this case, the old line of coverage needs to be manually deactivated (refer to the “When a Renewal Comes from a New Carrier” scenario below).
Once complete, the term rolls forward — for example, into a new “26–27” term — and previous terms stay accessible from the year selector at the top left of the Policy page.
From there the “Compliance” tab shows the current compliance landscape and the platform generates renewal-notice Tasks based on the Policy’s dates, by default 30 days ahead of expiration, each pre-filled with an email template ready to send to the Insurance Contact.

Outcome: The new term’s Policies are showing on the case, compliance has been checked, and the renewal notice has gone out.

STAGE 2

The Policies are ready for review.
1. Feedback on the pending items goes out through “Policy Revisions”.
When the broker sends back a revised document, the Case Agent extracts the updated values and flags exactly what changed with a visual cue.
1. Each flagged value gets reviewed and accepted or rejected individually —accepting applies the new value, rejecting keeps the previous value exactly as it was.
2. Nothing changes without confirmation, and rejected values aren’t lost.
  1. This applies the same way across every policy on the case — property, general liability, umbrella, whatever’s there — and it’s normal to go through more than one round before everything’s settled.
Once every Policy is Compliant:
1. Each policy gets moved to “Approved” on the “Policies” tab.
2. The “Overview” tab confirms every task is “Complete” or “Cancelled” and that the Asset has no missing fields.
With every Policy approved and nothing outstanding, the Case itself gets approved. It returns to “Approved” status, ready for its next renewal.

Outcome: Every policy on the case shows “Approved” status, and the case itself has moved back into “Approved” status.

This shows up as early as Stage 1 — the Case Agent already flags when a Policy number doesn’t match anything on file.

If a policy’s expiration date has already passed, the platform stops factoring that policy’s rules into the compliance score — its expiration date turns red, and its score no longer shows on the “Policies” tab.
1. The “Compliance” tab reflects this too: an expired policy’s items drop out of the calculation, which can make the remaining count look smaller than expected.
2. If this happens unexpectedly, check the policy’s dates first — it usually means the term has lapsed.
  1. Updating the dates from “Policy Settings” brings the score back up along with the full compliance picture once the policy is in-force again.