Operations watchdog for insurance brokers and brokerage firms
A firm’s silent risk is files with no movement: a claim the insurer is not processing, a renewal approaching without a review, a premium sliding towards suspension. The watchdog monitors the portfolio continuously.
In your day-to-day
- 01
Alerts on claims with no insurer movement beyond a delay you set, to chase before the policyholder loses patience.
- 02
Flagging of policies reaching renewal without a cover review, starting with risks whose situation has changed.
- 03
Detection of unpaid premiums approaching the formal-notice threshold, crossed with the policyholder’s history.
A typical scenario
Around 400 claims permanently open in this typical firm, scattered between the management tool and eight insurer extranets — and the only reliable signal of a stuck file is still the policyholder’s exasperated call.
- 01
A claim has not moved on the insurer’s side for a fortnight: the watchdog sends a factual reminder to the insurer’s handler with the references, and only escalates to the team if the silence persists.
- 02
On 15 October, it lists the fleets and commercial policies renewing on 31 December that have had no cover review — ranked by claims record and risk change, not alphabetically.
- 03
On one policy, an unpaid premium crosses an open claim: the combined signal goes to the handler, because that is exactly the file that ends in litigation if nobody connects the two.
What changes
The firm calls before being called — on claims as on renewals — and the portfolio’s silent attrition recedes without an extra sales campaign.
Order of magnitude
Working assumptions
- →400 claims permanently open
- →systematic follow-up after a fortnight of insurer inactivity
- →historical detection at the policyholder’s call-back, often past five weeks
In the region of three weeks gained on every file that bogs down — and the exasperated policyholder call that loses its reason to exist. An estimate built on delays commonly observed in property and casualty brokerage.
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
Continuous watch over your flows
Stock, orders, deliveries, payments, queues, systems: the watchdog reads your tools continuously and learns each flow’s normal behaviour.
- 2
Signal, not noise
A seasonal variation is not an anomaly. The watchdog qualifies each gap — normal, watch, incident — and only alerts when action is useful. That triage is what keeps alerts trusted.
- 3
The right person, with context
The alert reaches the person who can act, with the diagnosis: what, since when, how big, and first leads. Escalation is automatic if nobody acknowledges.
Typical results
4 min
from anomaly to alert, observed in production
24/7
watching, nights and weekends included
÷10
alert volume, thanks to signal/noise triage
Orders of magnitude observed in production; your diagnostic sets your own baseline and targets.
Frequently asked questions
Can the watchdog chase insurers directly?+
If you authorise it: on a claim with no movement, it can send a factual reminder to the insurer’s handler with the file references, and only escalate to your team if the reminder goes unanswered.
Can it prioritise which renewals to work on?+
Yes: rather than a raw list of renewal dates, it crosses policy age, claims record, changes in the risk and market premiums to flag the policies where a cover review is genuinely warranted — that is where retention is won.
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