You carry the risk, and the regulator watches the clock

Claims by phone, 24/7

A voice agent answers on the first ring, at any hour, in English or Spanish, takes first notice field by field, and hands over to a person when it matters.

• Calls answered on the first ring, at any hour (%)
• FNOLs created on the call (%)
• All 25 fields captured on the call (%)
• Calls dropped (%), with the reason

Policy change, from an email to an issued endorsement

A customer emails a new car or a new address. The agent reads it, drafts the change, rates it, and runs your servicing rules, and the representative approves on one screen.

• Changes completed the same day (%)
• Touches per change
• Cost per endorsement

First notice to first payment

Fast for the simple ones, careful for the ones that aren't. State fair-claims rules set the clock.

Renewal

Most renew quietly. The few that shouldn't need notice in time, and notice periods differ by state.

Cancellation for non-payment

A clock the regulator watches: notice, grace, cancellation and sometimes reinstatement.

Quote to bind, from any channel

One transaction from the first field, whatever the door. The quote is built and rated once, then picked up by the right licensed person exactly where it stopped.

• Application to quote, in hours
• Fields re-keyed, target 0
• Bound straight through (%)
• Abandoned quotes recovered (%)

Underwriting assist, from a rated submission to a cited recommendation

A rated submission isn't a decision. The agent assembles the assessment, cites every finding, and recommends one of three things, so the underwriter's time goes into the decision.

• Underwriter minutes per file
• Referrals with complete reasons (%)
• Same file, same recommendation (%)
• Submissions decided the same day (%)

Claim assist, from an open claim to a working picture

Opening a claim isn't adjusting it. The agent assembles a cited working picture and recommends one next step, so the adjuster's first hour goes to adjusting, not assembling.

• Adjuster time to first action
• Document requests sent within 24 hours (%)
• Cycle time, in days
• Referrals to investigation upheld (%)

Claims, from first notice to the adjuster's decision

The customer reports a loss once, on any channel. The agent opens the claim and hands the adjuster a complete file from day one.

• Notice to open claim, in minutes
• Call-backs per claim
• Cycle time, in days
• Cost per claim

Talk to your data, from a question to a decision

Why is the Texas loss ratio up? The agent answers in plain language with the numbers, the definition used, the as-of date, and the source of every figure.

• Question to answer, in minutes
• Questions answered without a request to IT (%)
• Follow-ups drilled in the same session