Table of Contents
1. What is Service Hub and why is it important?
Service Hub is a module designed for managing insured End-Users. It allows you to:
Add Policies (both Individual and Group)
Track payments, installments, and Renewals
Process Claims
Communicate with clients via WhatsApp, email, the Mobile App, and other channels
1.1. What’s included in Service Hub
1. Renova Platform (for Admins and Operators)
2. Renova Mobile Application (for insured End-Users)
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3. Renova HR Web Portal (for corporate clients)
⚡ Both the Mobile App and the HR Web Portal can be branded under your company for an additional fee (white-label).
White-label branding means the Mobile App will be published in the Apple App Store and Google Play under your company name and using your corporate colors.
The HR Web Portal will also be fully customized in your style — with your logo and corporate design.
2. How to get started
2.1. Glossary of terms
Service Hub – Renova module for managing insured End-Users: work with Policies, payments, Renewals, Claims, and client communications.
Policy – An insurance contract, which can be Individual or Group.
Plan – A template with predefined Services that can be applied when creating Policies.
Service – A specific insurance service available within a Policy (e.g., booking a doctor appointment, requesting an ambulance).
Action Button – A Service setting that defines what the client can do in the Mobile App (call, open chat, book an appointment, etc.).
Claim – A request from an insured End-User for expense reimbursement under their Policy.
Renewals – Section for tracking and renewing expiring Policies.
Profiles – Cards for all insured End-Users in the system.
Tasks – Module for managing tasks and deadlines within the Platform.
Chatbot – Automated assistant that answers frequently asked questions in the Mobile App.
Stories – Notifications and banners in the Mobile App used to communicate with clients.
White-label – Branding the Mobile App or HR Web Portal with your company’s logo, colors, and domain.
HR Web Portal – A separate web portal for corporate clients where HR managers manage employee Policies.
2.2. Add your team
Only an Administrator can:
Add team members
Assign Roles
Create custom Roles with flexible permissions
Default Roles:
Administrator – Full access
Operator – Cannot add team members, delete data, or export data
2.2.1. How to add a new User
Go to Add team → New → Send invitation.
The invited team member will receive an email, create a password, and gain access to the Platform.
2.2.2. How to create a custom Role
Go to Add team → New → Role → Add custom role → Save.
For each section of the Platform, you can define individual access permissions.
Example: You can disable access to the Tasks section for this custom Role.
Watch the video:
2.2.3. How to remove a User
Go to Add team → Select User → Delete.
⚠️ The user’s Tasks and activity history will not be retained in the system.
2.3. Adding Services to the Platform
2.3.1. Why it’s important to add Services
To avoid unnecessary questions from insured End-Users, such as:
“What’s included in my insurance?”
So your team can immediately see which Services are included in each Policy when a ticket arrives — without wasting time searching manually.
How Services are displayed:
For End-Users: In the Mobile App, they will see a clear list of Services inside each Policy.
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For your team: In every Ticket, the insured person’s Policy appears along with the full list of included Services.
This saves operators time and reduces the number of errors.
2.3.2. How to add Services
You have two options:
Add Services manually each time you create a Policy (see section 2.4. Adding Policies for details).
How:
After adding the Policy, go to the Services section and click Add services.
2. Use Plans – a pre-created template with predefined Services.
How:
When adding a Policy, simply select a Plan.
If you select a Plan when adding a Policy:
All Services included in the Plan are automatically added to the Policy.
You can then edit, remove, or add Services within each Policy.
These changes will only apply to that specific Policy and will not affect the original Plan.
A Plan is a pre-built template of Services created once for repeated use.
2.3.3. How to create a Plan
1. Go to Plans → Create new → Add services.
2.3.4. Ways to add Services
There are three ways to add Services in Renova:
Option 1: Generate with Clara AI (beta, free)
1. Inside a Plan or Policy, click Add service.
2. Select Generate with Clara AI.
3. Upload a PDF file containing the description of services.
4. Wait up to 10 minutes while the system processes the file.
5. Review the generated Services and edit if necessary.
6. Assign the correct Action Button type (e.g., Open chat, Information).
See section 2.5. Working with Action Types for more details.
Option 2: Create a new Service manually
1. Inside a Plan or Policy, click Add service.
2. Select Create new.
3. Enter the Service name, description, and select the Action Button (see details on choosing the button type in section 2.5. Working with Action Types).
Option 3: Add an existing Service
If you’ve previously created Services, you can reuse them:
1. Inside a Plan or Policy, click Add service.
2. Select Add an existing service.
3. Choose one or more Services from the list.
You can also delete Services from this list — it will not affect other Plans where they have already been used.
Watch the video:
2.3.5. What if you don’t want to add Services manually?
If you don’t want to list each Service inside a Policy manually, you can simply attach a PDF document.
There are three types of PDF files you can upload in Renova:
1. Program PDF – A document describing all included Services (usually provided by the insurance carrier).
2. Policy PDF – The insurance contract itself.
3. Policy Certificate PDF – A brief confirmation that the client is insured.
These documents will:
Be visible to the insured End-User in the Mobile App
Be stored in the Policy card in your Admin Platform
Be automatically attached to the Ticket if the client contacts support with a question
How it looks to the insured in the Mobile App:
Program PDF
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Policy PDF
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Policy Certificate PDF
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(All files will be available for download and viewing.)
How it will look in the Platform:
You will see the Policy along with all three attached documents.
2.3.5.1. How to attach a PDF
Program PDF
You can attach it inside a specific Policy — the document will only be visible to that insured End-User.
Or attach it to a Plan — the document will automatically be displayed to everyone assigned to that Plan when adding a Policy.
Policy PDF and Policy Certificate PDF
These can be attached in two ways:
Manually – inside each Policy in the Policies section
In bulk – when uploading Policies through Excel Online in the Policies section
inside the Policies section
2.4. Adding Policies
In the Policies section, you can see all of your Policies: active and inactive, Individual and Group.
How to add a Policy:
• Go to Policies > Add policy > Select the category: Individual / Group and the method: add one or bulk upload.
Individual Policy – A Policy that belongs to a single insured End-User.
Group Policy – A Policy that covers multiple insured End-Users, usually for corporate insurance when a company purchases a Policy for its employees.
2.4.1. Option 1: Add Policies one by one
For an Individual Policy:
Enter the insured End-User’s details.
Recommendation:
Specify the Policy End Date (this allows the Policy to appear in the Renewals section when it’s about to expire).
Enter the amount (Deal Premium) and the Payment Format to generate a payment schedule and track payment statuses (whether payment was received or not).
When adding a single Policy manually, you must complete all required fields.
For a Group Policy:
Specify the Company (company name).
After creating the Policy, open it and go to Add List of Policies to add employees.
2.4.2. Option 2: Bulk upload
Method 1: Excel Online
Select Excel Online.
Paste the prepared data directly into the table.
Ensure all required fields are filled.
Click Save — the Policies will be created.
Important:
If an existing Plan is specified, its Services will be added to each Policy.
If a new Plan name is specified, the system will create a new Plan without Services (you will need to add them manually).
Method 2: CSV file
Download the CSV template.
Fill in all required data.
Specify the Plan (if you want Services to be added to the Policies).
Save and upload the CSV file.
Match the columns in the file with the fields in the Platform.
Confirm the upload — the Policies will be added.
Recommendation:
Always specify the Policy End Date — this allows the Policy to be tracked in the Renewals section when it’s about to expire.
Watch the video:
You can specify the payment currency for each policy.
For example:
Policy 1 in EUR,
Policy 2 in MXN,
Policy 3 in USD.
In the My Company section, you can also set a default currency in which payment statistics will be displayed on the dashboard.
The system will use the exchange rate on the payment date and automatically convert amounts into your default currency. This way, all values on the dashboard will be shown in a single currency.
2.5. Working with Action Types (Action Button in a Service)
For each Service, you can configure what action will be available to the client — this is done by selecting the Action Type.
This determines what the client can do directly from the Mobile App inside the Service:
• The Service may have no button at all, or
• It may display a button like “Call”, “Submit request”, “Book appointment”, etc.
Default:
• All new Services have no button (Action Type = Information).
• If you want interactive actions, you must select the correct type manually.
Types of Action Buttons
Information
• No button is displayed.
• Contains only text: description, instructions, conditions.
• Useful for reference-type Services, e.g., “How to use the program”.
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Booking by phone
• Displays a Call button.
• When tapped, the phone number you configured for the Service will open.
• Used when the client needs to book by phone (e.g., calling a clinic).
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Booking via chat
Displays a Chat button.
When tapped, the chat window opens, and the message goes to the Messages section.
Useful when you need to confirm bookings manually.
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Claim
Displays a Submit Claim button.
When tapped, a Claim is created in the Claims section.
Used for expense reimbursement requests.
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Interactive map
Used to display physical locations (e.g., clinics).
You must add addresses — they will appear on the map in the Mobile App.
Relevant for insurance companies with multiple locations.
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Home visit
Client taps the button and enters their address.
The request goes to the Messages section as a standard Ticket.
Suitable for doctor home visits, car towing, and other on-site Services.
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Telemedicine (billed separately)
Allows you to:
• Add a list of doctors
• Configure available time slots
• Conduct video consultations directly through the Platform and Mobile App
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How to preview what the client will see in the Mobile App
Click Preview App in the Policy or Plan — the Mobile App interface will open, showing all Services as the client will see them.
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2.6. Managing Policy Payment Statuses
Renova allows you to track payment statuses — both for annual payments and installment plans. Whether the client pays monthly or once a year, you’ll always know who needs to pay and when.
This information will display correctly only if you add the Deal Premium (total insurance cost the client owes the insurer) and the Payment Format to each Policy
You must update payment statuses manually when payments are received — for example, mark the status as Paid.
The Overdue status is assigned automatically based on the payment due date.
Example:
If you specify:
• Deal Premium = 120
• Payment Format = Monthly
• Policy term = 12 months
The system will automatically create 12 payments of 10 each.
Key fields:
Deal Premium – The total amount the client must pay for the Policy (e.g., 100,000).
Payment Format – The payment schedule:
Monthly
Quarterly
Every 6 months
Yearly
If Yearly is selected, only one payment will be created.
If Monthly is selected, 12 payments will be created.
Watch the video:
2.6.1. How to track Payment Status
You can track overdue, upcoming, and received payments in two ways:
Use the Payment Status filter in the Policies section.
2. Go to Dashboard > Payments.
Payment Statuses
Received (Paid) – Payment has been received.
Expected (Upcoming) – Payment is expected.
Overdue – Payment is overdue.
Cancelled – Payment was cancelled.
Missing Scheduled – No payment schedule exists.
In the Dashboard, you can view both the number of Policies by each status and the total payment amounts.
Recommendation: Avoid the Missing Scheduled status — it means that no Payment Format was added. Find these Policies and add a payment schedule.
2.6.2. Bulk Payment Reconciliation (mass update)
Bulk Payment Reconciliation allows you to update payment statuses for many Policies at once using a file from the insurer (CSV).
Instead of opening each Policy one by one, you upload a single file and Renova applies all updates automatically.
Typical use cases:
Monthly file from the insurer with all payments received.
Monthly reconciliation to clean up Overdue payments.
Correcting multiple payment dates or amounts in one step.
1. Where to find Bulk Payment Reconciliation
Go to Policies → Payments → Update paid policies.
This screen is used to mark payments as Received in bulk based on the file you upload.
You can use the same logic to update Cancelled policies (payments that should be marked as not received / cancelled) in a similar module.
2. File requirements
You can use:
A file received from the insurer (recommended), or
An export policies from Renova that you then complete manually.
Each row in the file should represent one payment for one Policy.
Required fields (columns):
Policy Number
First Name (Name)
Last Name (Surname)
Payment Date
Payment Amount
Without these fields Renova cannot correctly match and update the payment.
Payment Date:
Must be a valid date in a consistent format (e.g. dd.mm.yyyy or yyyy-mm-dd).
You will select the matching date format during the upload step.
Payment Amount:
Numeric value (no currency symbols inside the cell).
Use the same currency as in the Policy (Renova will use existing currency settings for reporting).
3. Step-by-step: how to run Bulk Payment Reconciliation
Step 1 – Prepare the file
Make sure all Policies already exist in Renova.
Prepare your file with the required columns:
Policy Number
First Name
Last Name
Payment Date
Payment Amount
Step 2 – Upload the file
Go to Policies → Payments → Update paid policies.
Click Upload file and select your CSV file.
Choose the date format that matches the Payment Date column in your file.
Continue to the Mapping step.
Step 3 – Map file columns to Renova fields
On the Mapping screen:
On the right you see fields in Renova.
On the left you see columns from your file.
Map:
Your Policy Number column → Policy Number
Your First Name column → First Name
Your Last Name column → Last Name
Your Payment Date column → Payment Date
Your Payment Amount column → Payment Amount
All required fields must be mapped before you can move on.
When you’re done, click Next.
Step 4 – Review matches (Exact, Mismatch, Not Found)
Renova will analyze your file and split all rows into three groups:
Exact Matches
Mismatch
Not Found
4.1 Exact Matches
Meaning:
Renova found a Policy where all 5 parameters match in your file and in Renova:
First Name
Last Name
Policy Number
Payment Date
Payment Amount
What happens:
When you apply the update, these payments will be marked as Paid for the corresponding Policies.
Overdue / Expected statuses will be recalculated based on the schedule.
4.2 Mismatch
Meaning:
Renova found a Policy where First Name + Last Name + Policy Number match,
but Payment Date or Payment Amount in the file does not match what exists in Renova.
Example:
Policy exists with:
Amount = 1,000
Payment Date = 01.12.2025
File contains:
Amount = 900
Payment Date = 02.12.2025
These rows need your decision.
What you can do:
For each row, choose in the Action column:
Skip (X) → Renova will not update this payment.
Approve (✓) → Renova will accept the values from your file and overwrite the existing payment data.
If you trust all values from the file, use Approve all to apply them in bulk.
4.3 Not Found
Meaning:
Renova could not find a matching Policy, because:
The combination of First Name + Last Name + Policy Number does not exist in Renova, or
One of the required fields is missing in the file (e.g. no Policy Number, no Payment Amount, or no Payment Date).
What happens:
These rows cannot be updated.
Renova will keep them in the Not Found group.
What you can do:
Click Download as file to export all Not Found rows.
Review them:
Create missing Policies in Renova, or
Fix incorrect data (wrong policy number, missing fields, etc.).
After corrections, you can upload a new file later and repeat the process.
Step 5 – Apply the update
When you’re satisfied with the review:
Click Update.
Renova will:
Update payments for all Exact Matches.
Update payments for all Mismatch rows where you selected Approve (✓).
Skip all rows in Not Found and all rows you explicitly skipped.
At the end, you’ll see a summary:
Number of updated Policies.
Number of skipped rows.
Links to download:
Updated rows.
Skipped / Not Found rows.
2.7. Managing Renewals
Use the Renewals section to track Policies that are about to expire and automatically notify clients about the need to renew their insurance.
Which Policies appear in the Renewals section?
A Policy will appear in the Renewals section if it has a Policy End Date.
Renova will automatically organize these Policies into columns:
Columns | Means |
Renewal overdue | Policies that have already expired and were not renewed. |
Within 30 days | Policies expiring within the next 30 days. |
Within 90 days | Policies expiring within the next 90 days. |
Tip: You can change this period — for example, show only Policies expiring within 150 days.
Click the pencil icon in the top-right corner to adjust the setting.
✅ Required data
For a Policy to appear in the Renewals section, it must have a Policy End Date.
Go to the Policies section and use the No end date filter to find and update missing dates.
Best practice
Regularly check that your team is working through the first column (expired Policies) and moving each Policy to one of the following:
Renewed – The Policy was successfully renewed.
Not renewed – The client declined to renew.
What happens when you move a Policy to Renewed?
A form opens to create a new Policy.
Enter the new start and end dates.
After saving:
The new Policy will appear in the Policies section.
The old one will remain in the Renewed column as a reference.
What if the client does not renew the Policy?
Simply drag the Policy card to the Not renewed column.
The Policy will remain visible in this column.
Watch the video:
2.7.1. Dashboard metrics
To track renewal trends, go to Dashboard → Renewals.
Metrics
Metric | Meaning |
Renewed | Number and total amount of successfully renewed Policies |
Expected | Policies that are about to expire and are expected to be renewed |
Overdue | Policies whose term has already expired but have not been renewed |
Cancelled | Policies moved to the Not renewed column |
Missing Information | Policies without an end date or amount — these are not included in analytics |
Important:
Use the No end date filter in the Policies section to find and complete missing data.
2.7.2. Automating Renewals
You can link automatic actions to each stage (column) in the Renewals section.
Available actions
Create a Task
Automatically creates a Task with a deadline, assignee, and text when a Policy is moved into the specified column.
Send a message
Automatically sends a message to the insured End-User via:
Mobile App
WhatsApp
Connected email or another channel
You select the channel and text. The message is sent automatically when the card reaches the defined stage.
Important: You can add an unlimited number of automatic actions to each stage.
Important: You can add an unlimited number of automatic actions to each stage.
Watch the video:
3. How to communicate with the insured
3.1. Messages section
The Messages section is the central place for handling requests from already insured End-Users.
All messages from WhatsApp, email, the Mobile App, and other channels arrive here and are displayed in an easy-to-use interface.
3.1.1. Estados de Tickets y Enrutamiento de Mensajes
Cuando un cliente envía un nuevo mensaje, el sistema revisa el estado del último ticket para mantener el historial ordenado y evitar reabrir casos cerrados:
Si el ticket está en estado Nuevo o En progreso, el mensaje se agrega al mismo ticket.
Si el ticket está en estado Hecho, el nuevo mensaje creará automáticamente un ticket nuevo.
✅ Esta lógica aplica para todos los canales conectados — WhatsApp, correo electrónico, app móvil, y portal HR.
3.2. What you can see in each message
Date of the request
Client name
Company (if Group Policy)
Source (e.g., Mobile App, HR Web Portal, WhatsApp)
Request type (e.g., “Add Policy”)
Status: New, In progress, Done
Message preview
Tags
Quality rating (if the message came from the Mobile App)
3.3. How to work with messages
When you change the status to In progress, you automatically become the assignee.
You can choose which communication channel to reply through — all available channels will appear here.
Important:
Mark the message as Done once the issue is resolved.
Closure speed (time to close requests) is tracked for each User who responds to messages and is displayed in the Dashboard.
Important:
Mark the message as Done once the issue is resolved.
Closure speed (time to close requests) is tracked for each User who responds to messages and is displayed in the Dashboard.
Best practices
Do not leave messages in New or In progress status indefinitely.
Close all requests by setting the status to Done.
Use the Status filter to find unresolved requests (statuses New and In progress).
Watch the video:
3.4. How to evaluate performance
Go to Dashboard → Tickets to see key metrics:
Metric | Meaning |
First Response Time | Time from when the insured End-User sends a message to when the operator responds first |
Customer Satisfaction | Measured via a survey (thumbs up or thumbs down) sent to the insured after closing the Ticket in the Mobile App |
Ticket Closing Time | Average time between New and Done status (when the operator resolves the Ticket) |
Ticket Closing Time for HR | Time from when an HR End-User sends a message to when the operator responds first (applies to Tickets from the HR Web Portal) |
Open Tickets | Number of Tickets currently not marked as Done (i.e., in New or In progress status) |
Tickets open for more than 1 hour | Number of Tickets that remain in In progress status for more than 1 hour |
Additional details
All metrics are dynamic and can be filtered by Period, Company, or Plan.
You can also view metrics for individual operators on the Leaderboard in this section.
Data can be exported for analytics or reporting purposes.
Watch the video:
3.5. Enable notifications
To make sure you don’t miss anything:
1. Go to the Notifications section.
2. Enable the New message received option.
3. Choose how you want to be notified: by email or in your browser.
Watch the video:
3.6. Work with tags
You can add Tags to messages so other team members can quickly join and take over the Ticket if needed.
To add a Tag:
click Add Tag (outside the Ticket or inside), type the tag name, and press Enter.
To remove a Tag:
click the Tag (outside the Ticket or inside) and then click the X.
Filtering:
Use the Tag filter → Select the tag you need.
3.7. Work from mobile
In the mobile version of the Platform, you can reply to messages directly from your phone.
3.8. Connect communication channels
Centralize all communication channels in one place.
With Renova, you can centralize all client communication — WhatsApp, Email, Telegram, telephony — all in one Platform. No messages will ever get lost again.
3.8.1. Free (limited) integrations
1. WhatsApp
How it works:
• Incoming messages appear in the Requests section.
• Make sure you’ve added the client’s WhatsApp number in their profile.
Limitations:
• You cannot message clients first.
• Only one number can be connected.
• No voice messages, file sending, or file receiving.
How to connect:
• Go to Integrations > WhatsApp and scan the QR code.
• Setup takes less than 15 seconds.
2. Email (incoming only)
How it works:
• Set up email forwarding to see all email conversations directly in the client’s card.
• If the email is from a client whose address is in Renova, the message will appear in the Requests section.
• Gmail and Outlook 365 are supported.
Limitations:
• Only one email inbox can be connected.
• Incoming emails only — you cannot send emails from Renova.
How to connect:
• Go to Integrations > Email and follow the instructions.
3.8.2. Paid (advanced) integrations — Albato $19/month
What’s included:
WhatsApp Business
You can message clients first (Meta rules apply: you must first send a template message, and the client must reply before you can continue the conversation).
Unlimited phone numbers.
Voice messages and document exchange supported.
Email
You can both receive and send emails.
Unlimited email inboxes.
Telegram Bot
Telegram does not allow messaging first; the client must initiate the conversation.
Limitations:
WhatsApp first message — only through templates (per Meta policy).
Cost:
From $19/month (package includes up to 1,000 messages per month).
Payment is made directly to Renova’s integration partner.
How to connect:
Go to Integrations > Albato.
3.9. How to handle Claims
3.9.1. How Claims are created
There are two ways to create and process a Claim in Renova:
1. Through the Mobile App (by the insured End-User)
⚠️ Make sure the Claims Service is added to the Policy. Once it’s activated, the client will see a Submit Claim button in the app.
From this screen, the insured End-User can:
Describe the issue
Attach documents
Add comments
Specify the event date
The Claim is instantly sent to the support team and appears in the Messages section on the Platform.
When you change the Claim status in the Platform, it is also updated for the insured End-User in the Mobile App.
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2. Manually — from the Platform (by the operator)
Click Add New Claim.
Fill in the fields:
Claim name
Reimbursement amount
Description (what happened)
Event date / Date received
Documents received / Sent to insurer
Client and associated Policy
Once saved, the Claim will appear on the Platform.
3.9.2. What you can do inside a Claim
Inside each Claim, you can:
Attach and manage documents (view, download, delete).
Communicate with the client (e.g., via WhatsApp).
Update the status (e.g., Received, In progress, Paid, Rejected).
Move the Claim between stages.
View the complete history — visible to both your team and the client.
Use filters by client, date, agent, insurance company, and more.
Watch the video:
3.10. Tasks: managing deadlines and team collaboration
The Tasks module helps you stay on top of deadlines and distribute work effectively across your team. It ensures you won’t miss critical actions — today, tomorrow, or next month.
3.10.1. What the Tasks module allows you to do
See all tasks: for today, tomorrow, and the upcoming month.
Assign tasks to yourself or colleagues.
Monitor progress directly from the insured profile, lead card, or the general task list.
3.10.2. How to add tasks
You can create a task in two ways:
From the insured profile or lead card:
Open the profile → Tasks tab → Add task button.
Or open the lead → Add task.
2. From the main Tasks section:
This view displays all tasks by date and assignee.
When creating a task, fill in these key fields:
Assignee – Who will complete the task (yourself or a colleague).
Linked profile – You can link it to an insured End-User or a lead (or leave blank for general tasks).
Deadline – Determines which column the task will appear in: today / tomorrow / later.
3.10.3. How to complete a task
Open the task in any section and click Complete task.
Watch the video:
3.11. Chatbot: quick answers and support
The Chatbot helps automate responses to frequently asked questions, reducing the load on operators. In the Mobile App, users can get instant answers or request assistance from an operator.
3.11.1. How it works
Questions and answers are added via the admin panel.
Clients see buttons in the chat and can quickly get answers.
If the Chatbot cannot resolve the issue, the user types a message and a Ticket is automatically created in the Messages section for an operator to take over.
3.11.2. How to add FAQs
Go to the Chatbot section in the admin panel.
Add questions and answers in a simple format.
Questions should be short and easy to understand.
Answers can be text-based.
Save changes.
Result:
Questions will appear as buttons in the Mobile App chat.
When a user taps a button, your prepared answer will be displayed instantly.
All answers are visible to the client immediately and do not require an operator.
3.11.2. How it looks for the client in the Mobile App
In the Mobile App chat, the client sees a set of buttons with your questions.
When they tap a button, your prepared answer is displayed immediately.
All answers are visible to the client instantly and do not require an operator’s involvement.
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3.11.3. Ticket creation
If the client needs additional help:
• They type a free-form message in the chat.
• The system automatically creates a Ticket in the Messages section on the Platform.
• The operator receives a notification and can join the conversation.
3.12. Stories
Stories let you quickly share important updates with insured users directly in the Mobile App. Examples: a notification about a new service, a greeting, or a reminder.
3.12.1. How to create a Story for the Mobile App
Go to the Stories section on the Platform.
You will see a list of all previously created Stories.
Click Create Story.
Choose one of the design options:
Select a background from ready-made colors.
Upload your own image.
Add text and, if needed, a button:
Text should be short and informative.
A button can be linked to an external resource.
Select your audience:
All insured users.
Only users of specific Plans or Companies.
Save and publish the Story.
Once published, it will appear in the Mobile App for the selected audience.
Recommendation:
Stories are a quick way to capture user attention. Use short phrases and vibrant images.
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4. Mobile Application
The Renova Mobile Application is designed to help insured End-Users easily and quickly access their insurance services. The interface is intuitive, and all data is synchronized with the Renova Platform in real-time.
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4.1. How to invite insured users
There are two ways to invite users to connect to the Mobile App:
1. Email invitation
From the Platform, send an invitation to the insured user’s email.
The user will receive an email with a download link for the app (iOS or Android).
After installing, they log in using their ID (in Mexico, usually the RFC) or email.
How:
Open the relevant Policy.
Click Send invitation.
2. Direct communication
Notify the user about the Mobile App via a message (e.g., WhatsApp or SMS).
Send them the download link for the app.
After installing, they log in using their ID (in Mexico, usually the RFC) or email.
4.2. Log in process for insured users
After downloading the app, the user opens it and enters their login credentials or unique ID (e.g., RFC).
All Policy details, available Services, and ticket history are automatically pulled into the app.
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4.3. What users can do in the app
The Mobile App allows insured users to:
View available Services:
Full list of Services with clear descriptions.
Instantly see what’s included in the Policy.
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2. Take actions quickly (see section 2.5. Working with Action Types for button settings):
Book by phone: Tap to call the service provider.
Book via chat: Communicate through the built-in chat; all messages are logged in the Requests section.
Book via map: Select a center on the map for geolocation-enabled Services.
Request home visit Services: Enter an address to send a request to the Platform.
View information: Access conditions, materials, and instructions with one tap.
Submit a Claim.
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3. Track bookings:
View upcoming and completed bookings in a dedicated section.
4. Manage profile:
Edit personal and contact information.
5. Leave feedback:
Rate operator responses (thumbs up/down).
These ratings are sent to the Renova Dashboard for service quality analysis.
Watch the video:
4.4. White-label customization
If your company has the white-label option enabled, the app will be branded with your company’s identity:
Your company name and logo.
Your brand colors and design.
The app will be published in the Apple Store and Google Play under your company’s name.
This makes clients feel like they’re using your own app while keeping all Renova functionality intact.
Example:
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4.5. Integration with the Renova Platform
The Mobile App is fully synchronized with the Renova Platform:
• All user actions (bookings, requests, etc.) instantly appear in the Platform.
• You can centrally manage requests and tickets in one place.
5. HR Web Portal
The HR Web Portal is a separate web portal for company HR managers who manage Group Policies. With it, they can:
• Submit requests to add or remove employees.
• Update insured employee data.
• Track the status of their requests.
• Communicate with your team via chat.
• View documents.
Benefits: The HR Web Portal simplifies interactions with corporate clients while giving you full transparency of all actions.
5.1. How to invite HR
1. Go to the Companies section in the Renova Platform.
2. Select the company you want to grant HR access to.
3. Click Add new, enter the HR user’s email.
4. Send the invitation.
5. The HR user will receive an email with a link to log into the portal.
5.2. Log in process for HR
1. The HR user opens the email and clicks the login link.
2. Enters their email address.
3. Receives a code by email to confirm access.
4. After logging in, they see their company’s dashboard with a list of insured employees.
5.3. What HR users can do in the HR Web Portal
1. Manage policies
Adding a Policy:
HR clicks Add, and a request is generated.
The request appears in the Requests section in the Platform, where your team reviews it and adds the Policy.
Removing a Policy:
HR selects the insured employee in the Insured section and clicks Deactivate Policy.
The request is sent to the Platform for confirmation.
Important: You can configure which fields HR must fill out when adding or removing insured employees:
Go to the Insurance Companies section in the Platform.
Select the relevant insurance company.
Go to Fields for adding and mark the required fields.
Do the same in Fields for removal.
These fields will automatically display in the HR Web Portal for corporate clients if their Policies belong to this insurer.
These fields will automatically display in the HR Web Portal for corporate clients if their Policies belong to this insurer.
2. Edit insured employee data
HR sends a request to update data (name, phone, email, etc.).
Your team confirms the changes and updates the Ticket status in the Platform; the request status is automatically updated in the HR Web Portal.
3. Track request statuses
The Requests section displays all requests with real-time statuses (set by the operator in the Platform).
HR can only submit requests; changes are confirmed by your team.
4. Communicate with your team via chat
HR can send messages directly from the portal to your chat.
You will see the messages in the Messages section of the Platform.
5. View documents
In a separate section, HR can view uploaded documents for Policies.
How to upload documents that will appear in the HR Web Portal:
Go to Companies > Select Company > Documents > Add new document.
Watch the video:
5.4. White-label customization
If the white-label service is enabled, the HR Web Portal can be branded with your company’s identity:
• Your company logo and brand colors.
• Custom domain or subdomain.
This strengthens your positioning as a digital provider compared to competitors for corporate clients
Example:
5.5. Integration with the Renova Platform
All HR requests instantly appear in your team’s Messages section in the Platform.
Statuses and data are updated in real-time in the Requests section of the HR Web Portal.
All communication is centralized in one place.
6. Frequently Asked Questions (FAQ)
6.1. What is an ID and where can I find it?
The ID is a unique identifier for an insured End-User in the Renova Platform.
In Mexico, the RFC is usually used as the ID.
If you invite a user to the Mobile App, they will use this ID to log in.
You can find the ID in the Policy card or the insured Profile card.
6.2. Why can’t I upload a Policy? The system says it already exists.
This happens because profiles of insured End-Users remain in the system even if the Policy itself was deleted.
How to fix it:
Go to the Profiles section.
Find and delete the corresponding insured profiles.
Re-upload the Policies.
6.3. How do I correctly add Services so they are visible to insured users and in Tickets?
The best way is to use Plans – pre-configured templates of Services.
When adding a Policy, select a Plan – all Services from the Plan will be pulled automatically.
If you need to add a Service manually:
Open the Policy or Plan.
Click Add Service.
Choose to Create new, Generate with Clara AI, or Add from existing Services.
6.4. Why aren’t Services showing in the Mobile App?
Check that the Services are actually linked to the Policy.
If Services are only added to the Plan, ensure that Plan was selected when creating the Policy.
Services must be active; inactive Services will not be displayed.
6.5. How to merge duplicate Profiles?
If you have duplicate Profiles, you can merge them into one:
Go to the Profiles section.
Select two or more profiles (tick the checkboxes).
In the bottom menu, click Merge.
Choose the primary Profile – all information from the others will be merged into it.
Once the merge is complete, all data will be saved in the selected primary Profile, and the duplicates will be deleted.
7. Tips & best practices
7.1. Automating Renewals
You can assign automatic actions to each renewal stage when a Policy is moved between columns. This saves time and ensures no critical steps are missed.
Available actions:
Create a task – Automatically assigned to the responsible team member.
Send a message – Through the Mobile App, WhatsApp, or another connected channel.
Examples:
Policy with status Overdue: Create a task for the manager: “Call the client urgently — the Policy has not been renewed.”
Policy with status Renewed: Send the client a message: “Your Policy has been successfully renewed.”
Policy with status Not Renewed: Send the client a message: “We’re sorry you decided not to stay with us. If you need us, we’re here!”
You can add an unlimited number of triggers to each stage.
7.2. Bulk actions for clients
In the Profiles section, you can select insured users to send bulk messages. This is useful for segmented communication and reminders.
How to send a bulk message:
Go to the Profiles section.
Select multiple users using the checkboxes.
In the bottom menu, choose Send message.
Enter the message text.
Select the channel (Mobile App, WhatsApp, or email).
The message will be sent to all selected users.
Examples:
Remind clients that their Policy is expiring soon.
Share information about new services or promotions.
Segment messages by Plans or Companies.
7.3. Limited access to data
You can create custom roles and restrict employee access to specific Plans and data:
Create a custom role in Add team → New → Role.
Grant access to the Requests section.
Enable Limited Access mode and select the necessary insurance Plans.
Assign this role to the employee.
7.4. Working with investment Policies
Renova supports a special type of Policy – Earning & Savings. These Policies have additional fields:
final_balance – Current investment balance.
initial_balance – Starting balance.
invest_start_date – Start date.
monthly_deposit – Regular contribution.
current_monthly_deposit – Last contribution.
How to upload this type of Policy:
Go to Policies → Add Policy → Select type: Earning & Savings.
Complete all required fields.
Important: Investment Policies are supported only in individual format (Group Policies are not supported).
The return data (Cumulative Return, Annualized Return, Final Return) is calculated automatically and visible to users in the Mobile App.
You can also update Policy data dynamically:
Add new contributions (Additional Deposits).
Record withdrawals (Withdrawals).
Manually update the final balance.
If your investment product works differently or has a different structure, contact the Renova team. We can recommend a certified technical partner in your region to help implement custom logic.