Example Insurance Group · Commercial Lines Service · 2026-10-19 to 2026-10-23
Each task is scored on how consistently the team does it, how much time it takes and how much is redone. 1 task is ready for an agent now; 2 need a standard procedure first. Together the designs below would give back about 17–41 hours a week ($38K–90K a year).
6 of these designs are validated with the team: decisions, exceptions and what “done” means come from their answers. What the team told us →
| Task | Verdict | Readiness | Team h/week | Back h/week | Build with |
|---|---|---|---|---|---|
| Report new claims (first notice of loss) | Ready for an agent | 81 | 6 | 2–3 | Power Automate, Microsoft 365 Copilot / Copilot Studio |
| Check issued policies against the proposal | AI assist (a person acts) | 84 | 22 | 3–7 | Power Automate, Microsoft 365 Copilot / Copilot Studio |
| Renewal review and remarketing | AI assist (a person acts) | 76 | 17 | 3–5 | Power Automate, Microsoft 365 Copilot / Copilot Studio |
| Resolve billing questions | AI assist (a person acts) | 61 | 12 | 2–4 | Power Automate, Microsoft 365 Copilot / Copilot Studio |
| Process policy changes (endorsements) | Standardize first | 64 | 28 | 4–10 | Power Automate, Microsoft 365 Copilot |
| Issue certificates of insurance | Standardize first | 73 | 28 | 4–12 | Power Automate, Microsoft 365 Copilot |
Report new claims (first notice of loss) · Ready for an agent · size L, about 5–8 weeks to build
Validated with 8 team members · 3 of 6 decisions described
Reads the client's loss report in Outlook, matches the account and policy in Applied Epic, and prepares the claim record and the carrier portal entry. A CSR approves the prepared claim once, then a browser agent enters it in the carrier portal. The claim number is recorded in Epic and a reply to the client is drafted for approval.
Check issued policies against the proposal · AI assist (a person acts) · size M, about 3–5 weeks to build
Validated with 8 team members · 3 of 6 decisions described
When a new or renewal policy arrives through IVANS, the agent compares the issued declarations with the bound proposal in Applied Epic and drafts a discrepancy list. It also pre-fills the Excel checklist. The account manager confirms the result, and any carrier correction request goes out only after approval.
Renewal review and remarketing · AI assist (a person acts) · size L, about 5–9 weeks to build
Validated with 8 team members · 2 of 5 decisions described
Builds the renewal package for each upcoming renewal. It reads the ACORD application, fills the carrier portal submissions, collects quotes into the Renewal Marketing Summary, and drafts a recommendation. A licensed account manager approves every submission, the recommendation and every client message.
Resolve billing questions · AI assist (a person acts) · size M, about 4–7 weeks to build
Validated with 8 team members · 5 of 6 decisions described
Reads an incoming billing question in Outlook, pulls the account and installment details from Applied Epic, and drafts a reply. Where Epic doesn't answer, a browser agent looks up the carrier portal billing record. A person reviews and sends every reply and requests any refund or correction.
Process policy changes (endorsements) · Standardize first · size L, about 6–10 weeks to build
Validated with 8 team members · 7 of 7 decisions described
Reads client change requests in Outlook, prepares each change from the Applied Epic policy, and enters it on the carrier portal after a person approves. After the carrier responds, it records status and premium in Epic and drafts the client confirmation. Staff approve before every write, portal submission and email.
Issue certificates of insurance · Standardize first · size M, about 3–5 weeks to build
Validated with 8 team members · 5 of 8 decisions described
Reads each emailed COI request, checks the policy's endorsements in Applied Epic, and proposes the holder type, additional insured, waiver and wording. After an account manager approves, it builds the ACORD 25 in Epic, drafts the reply to the holder and client, and closes the Epic activity once the person has sent it.
Readiness weighs how many cases follow the same steps, how many team hours are at stake, whether the work moves data between systems, and how often steps are redone. “Standardize first” means the team does the task too many different ways for an agent to follow; its training guide comes first and its savings here are discounted. Designs use the company's own tools and its approval rules; build times are estimates for an experienced builder, including testing and a pilot. After launch, HourBack measures the same task again to show what came back.