The Client:
A full-service MGA and surplus lines broker with a wide range of commercial property and casualty coverages distributed to retail agents through in-house and brokerage markets in the USA.
Scope of Work
Endorsement creation, policy checking, policy issuance, renewal processing, cancellation and reinstatement, driver endorsement, loss runs, binding, submission/rating, and email indexing.
Process Bottlenecks
Insured claims probability, at the client end, was impacted if the validation of policy contents were not in consonance with bound quotes and related terms and conditions. This required an intensive policy checking team with underwriting assistance capabilities to read through the policy. With limited underwriters at the client end, they needed a scalable client servicing model in operations to service new and renewal client policy checking and issuance.
Additionally, they wanted to identify the drivers for customer retention.
Cogneesol’s Optimization Solution
A decentralized system of policy coverage line existed at the client end. Our proposal was to consolidate and centralize the system in order to effect efficiencies.
In addition to this, we designed a standardized checklist with all the areas of coverage applicable. Our intent was to enable each agent to offer quick and complete resolution using a unique customer id that would enable the verification of policy contents against available backups.
Cogneesol’s domain-certified specialist team provided insights and guidance to differentiate between critical and non-critical areas in the policies that further helped us to design a rule book based on the terms and conditions of different coverages term and conditions. This rule book served to be an important tool to measure coverage-related validation in the policy checklists.
Thus, this revised operating model of policy-checking through the exhaustive checklist brought about parity across required reporting standards on the accuracy of policy vis-à-vis requisite backups.
Cogneesol has been instrumental in setting our house in order. Our policy checking process is now robust and agile and conforms to required timelines and quality standards. We are grateful to the team that works for us!
Impact Delivered
Deployed intelligent operating model to drive 58% productivity increase and 90%+ CSAT for a US-based MGA and Surplus Lines Broker.
As a result of our introduction of an intelligent and skimmed operating model, we were able to meet the policy checking timeliness SLAs and catapulted CSAT to ~98%. The time saved with the introduction of the new operating model also enabled us to increase processing volumes -- we went up from 12-15 policies per shift to 20-24 policies per FTE per day, thereby effecting a productivity increase of 56%.
Other Client Stories
Client Testimonials
It is always a pleasure to learn that the work we do has positively impacted our clients and that they are happy to share their experiences.
Policy issuance was a problem area at our end until a couple of years go. We reached out to Cogneesol for policy checking services. They came in with expert understanding of the statutory requirements and worked out a process flow that not only eliminated errors but also required less time. These in turn reduced costs for us.
Cogneesol established stringent quality parameters and timelines right at the beginning of our association. Owing to these SLAs, our insurance policy check process underwent a transformation within a short period. Soon we had streamlined validation and review process that were both in-depth and time saving. We are grateful to Cogneesol for these efficiencies!
Cogneesol has made an exhaustive checklist of processes required for policy-checking. This list is like our holy grail. It has made our policy checking process error free. We can now issue policies within short timelines after all the necessary checks and underwriters’ inputs. Cogneesol works on short timelines and reasonable rates. Perfect for small agencies like ours.
Cogneesol brought in huge savings by streamlining our policy management function and driving productivity. We are now using the example set in other functions as well. As a leaner and lighter organization, we have become nimble-footed and now have the freedom to expand our business and product lines. Cogneesol, Thank You!
Policy management process would devour our quality time. We needed a good service provider who not only understood the insurance domain but also had the resources to help a growing business. Cogneesol turned out to be the perfect partner – they handle our end-to-end policy operations, give us performance reports every month end and have given us the bandwidth to take on strategy matters.
The team that has been handling our policy management services are experts at U.S insurance regulations and statutory requirements. Their DD and transition timelines are short. This helped us in quick onboarding and swift application of transformative solutions in required areas. The team brought us increased productivity within a very short period.
