Introduction
The Renewals tab is where your renewing book of business lives for the season. It shows every client whose plan is up for renewal next year, what Gia has already sent them, what changed on their plan, and which clients need you personally instead of renewing quietly on their own.
The header names the season you are looking at — for example 2027 plan year · Annual Enrollment Period.
Who sees what
Every broker sees their own renewing clients.
Principals, agency admins and super admins also get the Broker filter and the My agency toggle, which rolls the season up one row per broker.
The funnel at the top
Four columns, read left to right. Each tile shows a count and, where it is meaningful, that count as a share.
Book of business
Total renewing clients — the whole book for this season.
Unreachable — clients Gia cannot text at all.
Gia outreach
Shown as shares of the book.
Needs assessment sent
Renewal summary sent
Routing
Shown as shares of the clients a routing decision exists for — of eligible.
Major plan change
Major client needs change
Routed to broker · Either flag
Tagged for auto-renewal · Neither flag
Client action
Shown as shares of the clients Gia reached — of sent.
Needs assessment completed
Cross-sell appointments booked
Confirmed staying on plan
Renewal appointments booked
Every tile is a shortcut. Clicking one narrows the list below to exactly what that tile counted. Total renewing clients clears your filters, and Unreachable opens the Unreachable tab, because that is where the fix lives.
The renewals list
Every column sorts, and most of them filter. The search box matches on client name or plan name.
Client
Broker — filterable for agency-wide roles only
Plan name — the primary medical policy the client is renewing
2027 plan status — Renews, Replaced, Terminated, Leaving county, or Awaiting plan data
Plan changed? — Yes or No
Needs changed? — Yes or No
Cross-sell — Has opportunities, or None
Outcome
A note on "Awaiting plan data". It means nothing has identified the plan's successor yet. It is not a termination, and it is not a signal that the plan is going away — only that next year's carrier data has not landed for that plan.
Outcomes, in the order they take precedence: Confirmed staying · Already renewed · Renewal appointment booked · Cross-sell appointment booked · Existing appointment · Exploring other options · Declined · Assessment in progress · Opted out · Could not reach · Assessment completed · Awaiting response.
A client nothing has gone out to yet has no outcome, and shows a dash.
What counts as a major change
Six rules. Any one of them makes a benefit a major change:
Structural change · copay → coinsurance
Value change of 25%+ or 2× · either direction
A newly added cap or limit · uncapped → capped
Any MOOP or deductible change · medical or drug
$0 → any amount
Plan name or type change · flags the whole plan
The same wording appears on the list and on a client's own Renewals tab, so the rule you read is always the rule the routing used.
How a client gets routed to you
Two flags decide it: Plan changed? and Needs changed?
Either flag is Yes → the client is routed to broker. Something moved, and it is worth a conversation.
Neither flag → the client is tagged for auto-renewal. Nothing material changed on the plan, and nothing material changed in what the client told us.
The Unreachable tab
These are the clients Gia cannot send renewal outreach to. Each row names the reason and, where the record can be corrected, offers the fix inline.
Reasons you may see:
No date of birth on file
No phone number on file
No mobile number
Invalid phone number
Number shared with another client
Number cannot receive texts
Not reachable by text
On the do-not-contact list
Opted out of communications
Needs assessment communications suppressed
Renewal communications suppressed
Needs assessment and renewal communications suppressed
Where the problem is a missing or wrong detail, you get an inline field and a Save button — add a mobile number, correct the number, give the client their own number, or add a date of birth. Fix it here and the client comes back into reach.
Where the problem is the client's own choice — on the do-not-contact list, or opted out — no fix is offered. That is deliberate.
One client's Renewals tab
Click a client's name in the list to open their record on the Renewals tab.
Renewal summary
Major plan changes — what moved on the plan itself
Major client changes — what the client reported that matters
In [first name]'s words — their own answers, quoted
Anything already on the calendar for this renewal appears at the top of the card, so you know straight away whether you are preparing for a meeting or deciding whether to reach out.
Below it, a strip shows the 2026 plan, the 2027 outcome, and the campaign outcome — what happened when Gia reached out.
What changed on their plan
A benefit-by-benefit comparison: Benefit · 2026 · 2027 · Change · Source. Rows badged Major change are what routed this client to you. Until next year's carrier files land, the 2027 side reads Waiting on carrier files.
Client needs assessment
What Gia asks a renewing client, and what they answered:
Verified personal info (name, address, phone)
Current insurer and plan, as the client reports them
Marriage, divorce, birth, or change in household size
Change to annual household income
New diagnoses, surgeries, or hospitalizations this year
Medical or dental procedures anticipated next year
Doctors to verify in-network
Current medications
Supplemental coverage (dental, vision, hospital indemnity, cancer, hearing)
Concerns with current plan
Interested in remaining on current plan
Until the assessment goes out, the card reads Not asked yet.
Gia outreach for one client
Two tracks, each shown as Active or Off:
Needs assessment communications
Renewal communications
Turning a track off is one-way. The toggle in the portal only switches a track off — it cannot switch one back on. To re-enable a track for a client, message Gyde Support from the chat in the portal, or email [email protected].
Send comms sends the renewals needs assessment to the client by text.
Turning outreach off for several clients at once
Tick the clients you want in the list, then open Actions:
Suppress needs assessment
Suppress renewals
Each asks you to confirm first. Both are one-way, for the same reason as the per-client toggles: re-enabling goes through support.
The My agency view
Principals and agency admins can switch the header toggle from My clients to My agency to see the season one row per broker: Broker · Outreach comms · Calendar · Renewing · Routed to broker · Confirmed staying on plan · Booked · Paused · Opted out.
Outreach comms reads All active, or flags a track that is off — which silences that broker's whole book, not one client.
Calendar shows Connected or Not connected. A banner at the top counts the brokers who still need to connect one, because an unconnected calendar is the first thing that stops a client from booking.
Paused counts clients with an outreach track turned off on their own record. Opted out counts clients whose last text back was STOP.
Brokers with fewer than two renewing clients are left out of this view.
Good to know
A dash anywhere on these screens means nothing yet — not zero, and not a problem.
If Gia outreach is off for your whole account, a notice appears above the list explaining which track is off and how to turn it back on. You can still review your clients and their year-to-year plan changes in the meantime.
Questions about your renewing book? Message us from the chat at the bottom left of GydeOS, or email [email protected].