The Retention page is a worklist of the clients who need your attention soon: policies coming up for renewal, people aging off their coverage, and employees about to become eligible for benefits. Instead of running a report and then hunting down each case, you can see what's coming, act on it, and clear it from the list, all from one page.
Prefer to watch? See the Using the Retention Page video.
To open it, click Retention (the shield icon) in the left navigation. It's also listed under Fast Access.
The three tabs
| Tab | What each row is | Who or what appears |
|---|---|---|
| Upcoming Renewals | A policy | Current policies whose renewal date falls in the window, plus renewals that have already passed while the policy is still current |
| Aging Off | A person on a case | Individual clients, employees and spouses turning 65, and dependent children turning 26 |
| Benefit Eligibility | An employee on a group case | Employees whose benefit waiting period ends in the window |
Each tab shows how many records it holds for the window you've chosen and when the next one is due (for example, next in 16 days). Every tab lists the soonest event first.
Choose how far ahead to look
Looking ahead, at the top of the page, sets the window for all three tabs at once. Choose Next 30 days, Next 60 days, Next 90 days or Next 120 days, or click Custom to pick your own date range (up to one year).
The tab counts and the list always describe the same window, so when you widen it, the counts go up with it.
Upcoming Renewals
This tab lists each policy whose renewal date falls inside the window, soonest first. A renewal date that has already passed while the policy is still current isn't dropped: it stays at the top of the list in red, with how many days overdue it is (renewals more than a year overdue are left off).
The default columns are Case, Renewal date, Product type, Sales status, Stage and Scheduled comp (the policy's expected annual compensation, or Not recorded when its Compensation tab is empty).
When you're ready to roll a policy into its next plan year, see Renewing Benefits.
Aging Off
This tab lists people reaching an age that changes their coverage:
- Turning 65 (the move to Medicare): individual clients, group employees and their spouses, and dependents recorded as a spouse.
- Turning 26 (aging off a parent's plan): dependents recorded as a child, son or daughter.
Click Turning 65 or Turning 26 to see just one group, or All to see both. The default columns are Turning, Person, Role, Case, Milestone date, Days remaining, Stage and Sales status.
Ages come from the birthdates on your cases, employees and dependents, so a person without a birthdate won't appear here.
Benefit Eligibility
This tab lists employees on group cases whose waiting period ends inside the window, with the date they become eligible. The eligibility date is worked out from the employee's start date and the Eligibility Period on the case's benefits; if a group has plans with different waiting periods, the employee's earliest date is used.
The default columns are Employee, Case, Eligibility date, Days remaining, Waiting period, Stage and Sales status.
An employee needs a start date, and the benefit needs an Eligibility Period, for the employee to appear.
Search, filter and sort
- Search: type in Press Enter to Search and press Enter. On Upcoming Renewals it matches the case name, the case owner, the stage and the product type; on Aging Off it matches the person, the case and the role; on Benefit Eligibility it matches the employee and the case.
- Filters: click Filters to open the same filter panel you use on the Cases/Policies page. Upcoming Renewals uses the Policy View filters, because each row is a policy. Aging Off and Benefit Eligibility use the Case View filters, because each row is a person on a case. You can save a filter by name and reopen it later from Open Saved Filters; each tab keeps its own saved filters.
- Sort: click any column heading to sort by it. Click again to reverse the order.
Choose your columns
- Click the gear icon next to Filters.
- Check the columns you want to see, up to 10. Each tab offers its own columns first, under Retention, then the same columns as the matching Cases/Policies view: the Policy View's for Upcoming Renewals, the Case View's for Aging Off and Benefit Eligibility.
- Click Save.
To go back to the tab's default columns, click the reset icon at the top of the Columns window.
Your view is saved for you
The page remembers how you left it: your Looking ahead window, and each tab's columns, filters, sort order and page size. They're saved to your user, so the page opens the same way next time, on any computer. Other users keep their own settings.
Act on a row
Click Actions on any row:
| Action | What it does |
|---|---|
| Create task | Opens the case's New Task window, without leaving the page |
| Log note | Opens the case's New Note window |
| Send email | Opens a NextMail email to the case. If your NextMail account isn't connected, the menu says so and links to NextMail |
| Snooze | Hides the row for a number of days you choose |
| Dismiss | Hides the row for good |
| Open case | Opens the case in a new browser tab |
You can also change a case's stage right from the Stage column, the same way you do on Cases/Policies.
Snooze and dismiss
Once you've handled a row, clear it from the list so the page shows only what still needs work.
- Snooze: enter how many days to hide the row (1 to 365) and click Snooze. When the snooze ends, the row comes back if it still qualifies.
- Dismiss: hides the row for good. Dismissing applies to that one event only: next year's renewal of the same policy appears as a new row.
Snoozing and dismissing apply to everyone in your agency, not just you, and each one is recorded in the case's activity.
To act on several rows at once, check them (or use the checkbox in the header row to select the whole page) and choose Bulk Actions > Snooze or Dismiss.
Bring a row back
Click Snoozed or Dismissed to see the rows hidden from the list, who hid them, when, and (for a snooze) until when. Click Actions > Restore on a row, or select several rows and choose Bulk Actions > Restore, to put them back on the list. Click the same button again, or All, to go back to the list.
Who sees what
- Each user sees only rows from cases they have access to, the same as on Cases/Policies.
- Snoozed and dismissed rows are hidden for the whole agency.
Common questions
Why isn't a renewal showing up? The policy has to be current, have a renewal date inside your Looking ahead window, and not be snoozed or dismissed. Check the Snoozed and Dismissed lists, and try a wider window.
Why is a renewal from last month still listed? A renewal that has passed while the policy is still current stays on the list, marked overdue, until you renew the policy, update its dates, or snooze or dismiss the row. See Renewing Benefits.
Why isn't someone turning 65 on Aging Off? Check that their birthdate is filled in on the case, employee or dependent record. For dependents, the relation needs to read as a spouse (for 65) or a child, son or daughter (for 26).
Why isn't a new hire on Benefit Eligibility? The employee needs a start date, and at least one of the group's benefits needs an Eligibility Period.
If I snooze a row, will my coworkers still see it? No. Snoozed and dismissed rows are hidden for everyone in the agency. Anyone can find them again under Snoozed or Dismissed and restore them.
Please contact our support team if you have any questions.