Email triage for insurance brokers and brokerage firms
A brokerage firm’s inbox mixes claim declarations, certificate requests, insurer letters, endorsements and prospecting. A claim declaration sleeping two days in the pile means a furious policyholder and a contractual deadline already running.
In your day-to-day
- 01
Detection of incoming claim declarations and creation of the file in the management tool, with an immediate acknowledgement to the policyholder.
- 02
Automatic replies to certificate requests with the document attached, on the right policy, without a handler involved.
- 03
Attachment of insurer letters — premium notices, endorsements, claim positions — to the right policy and the right file.
A typical scenario
This typical firm’s contact inbox takes 150 messages a day where everything mixes: claim declarations, insurer letters, certificate requests, cancellations and prospecting.
- 01
Tuesday morning, an electronic registered letter of cancellation arrives from a long-standing policyholder: detected at once, it reaches the handler with the policy history — the counter-proposal goes out before the decision hardens.
- 02
A disgruntled email contains the words that matter: the agent recognises it as a regulatory complaint and triggers the dedicated circuit, acknowledgement and processing deadlines included.
- 03
A partner agent’s letter carries three endorsements as attachments: each is attached to its policy, and the sender receives a single consolidated acknowledgement.
What changes
Nothing sensitive ages in the pile anymore: cancellations, complaints and formal notices surface within minutes, and handlers open an inbox already in order.
Order of magnitude
Working assumptions
- →150 messages a day
- →an average of 90 seconds’ reading and filing per message
- →5 working days a week
Close to 19 hours of sorting a week returned to the handlers — the equivalent of a half-time administrative post — before even counting the cancellations saved because they were seen in time. An order of magnitude measured on your own flow during the observation phase.
Indicative estimate built on average sector assumptions — it gets recalibrated on your actual volumes during scoping.
What eats your days
- →
Quote requests arrive at all hours, and the prospect signs with the broker who answers first with a credible comparison of covers.
- →
Unpaid premiums slide towards formal notice and suspension of cover — and the broker carries the relationship when the policyholder discovers they are no longer covered.
- →
A claim with no news from the insurer for three weeks means a policyholder calling the firm — not the insurer.
How it works
- 1
Measure before sorting
We start by measuring the real flow: who writes, about what, what actually needs action. Sorting rules are built on that data — not on impressions.
- 2
Sort, extract, route
The agent classifies each message, extracts the useful data (references, amounts, deadlines) into your tools, and routes to the right person. Urgent items are flagged within minutes.
- 3
Answer the recurring
Acknowledgements, document requests, standard questions: the agent replies on its own within the approved fence. The rest lands pre-qualified in your team’s queue.
Typical results
95%
of messages classified and routed with no human involved
4 min
between an urgent message arriving and being flagged
0
client requests lost in the pile
Orders of magnitude observed in production; your diagnostic sets your own baseline and targets.
Frequently asked questions
How does the agent recognise an urgent claim in the flow?+
Rules are calibrated on your real flow: declaration wording, nature of the loss, covers concerned. An ongoing water damage or a bodily-injury claim is flagged to the handler within minutes; the rest follows the normal circuit with an acknowledgement.
Can it process insurer attachments, which are mostly PDFs?+
Yes: it reads premium notices, endorsements and position letters, extracts the policy and claim references, and files them in the right place. Anything it cannot attach with certainty goes to a validation queue, never into random filing.
Is this the problem eating your team’s time?
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